The DOI matches its Crossref record; 2 of the 2 references it cites were found in a registry or an index.
Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria
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Citations
Cites
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118
Self-citationA Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494
Cited by
Parasuraman (2005) · doi:10.1177/1094670504271156 · Cited by 3,967
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
Pelau, C., Dabija, D.-C., & Ene, I. (2021) · Computers in Human Behavior · doi:10.1016/j.chb.2021.106855 · Cited by 889
Toufaily, E., Ricard, L., & Perrien, J. (2013) · Journal of Business Research · doi:10.1016/j.jbusres.2012.05.011 · Cited by 263
Measuring quality in online programs
McGorry, S. Y. (2003) · The Internet and Higher Education · doi:10.1016/s1096-7516(03)00022-8 · Cited by 185
Quality and image of banking services: a comparative study of conventional and Islamic banks
Saleh, M. A., Quazi, A., Keating, B., & Gaur, S. S. (2017) · International Journal of Bank Marketing · doi:10.1108/ijbm-08-2016-0111 · Cited by 99
Making Sense of SERVQUAL's Dimensions to the Chinese Customers in Macau
Lam, T. K. P. (2002) · Journal of Market-Focused Management · doi:10.1023/a:1012575412058 · Cited by 75
LibQUAL+: Service Quality Assessment in Research Libraries
Cook, C., Thompson, B., Heath, F., & Thompson, R. (2001) · IFLA Journal · doi:10.1177/034003520102700410 · Cited by 67
Identifying issues in customer relationship management at merck-medco
Torkzadeh, G., Chang, J. C.-J., & Hansen, G. W. (2006) · Decision Support Systems · doi:10.1016/j.dss.2005.10.003 · Cited by 56
Reciprocal Use of Artificial Intelligence in Audit Assignments
Juan Barus, G., Etty, M., Haryono, U., & Sekar, M. (2021) · Journal of Accounting, Business and Finance Research · doi:10.20448/2002.111.9.20 · Cited by 16
Towards evaluating and eliciting high-quality documentation for intelligent systems
Piorkowski, D., González, D., Richards, J., & Houde, S. (2020) · arXiv · doi:10.48550/arxiv.2011.08774 · Cited by 5
Metadata
- Authors
- Parasuraman, A.
- Venue
- Journal of Retailing
- Publisher
- Elsevier BV
- Published
- 1994
- Volume
- 70
- Issue
- 3
- Pages
- 201-230
- ISSN
- 0022-4359 (ISSN-L)
- OpenAlex
- W1978125974
- Cited by
- 1,492
- References
- 2
- FWCI
- 20.81
- Type
- journal article
- Language
- en
- Open access
- closed
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Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
