The DOI matches its Crossref record; 6 of the 6 references it cites were found in a registry or an index.
The determinants of perceived service quality and its relationship with satisfaction
Abstract
Deals with three issues in the area of perceived service quality. First, it compares the gap model with the performance model. Second, it investigates the direction of causality between service quality and satisfaction. Finally, it examines whether the influences of some dimensions of service quality vary across service industry types. Three service firms were selected and respondents were interviewed in each firm. As hypothesized, the performance model appeared to be superior to the gap model. In addition, the result shows that perceived service quality is an antecedent of satisfaction, rather than vice versa. Finally, tangibles appeared to be a more important factor in the facility/equipment‐based industries, whereas responsiveness is a more important factor in the people‐based industries. Managerial implications and future research directions are discussed.
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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
A Paradigm for Developing Better Measures of Marketing Constructs
Churchill, G. A. (1979) · Journal of Marketing Research · doi:10.1177/002224377901600110 · Cited by 16,549
A 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
The Behavioral Consequences of Service Quality
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996) · Journal of Marketing · doi:10.2307/1251929 · Cited by 12,003
An Investigation into the Determinants of Customer Satisfaction
Churchill, G. A., & Surprenant, C. (1982) · Journal of Marketing Research · doi:10.2307/3151722 · Cited by 2,914
Defensive Marketing Strategy by Customer Complaint Management: A Theoretical Analysis
Fornell, C., & Wernerfelt, B. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400401 · Cited by 1,395
Cited by
Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future
Meesala, A., & Paul, J. (2018) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2016.10.011 · Cited by 668
Why do people use food delivery apps (FDA)? A uses and gratification theory perspective
Ray, A., Dhir, A., Bala, P. K., & Kaur, P. (2019) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2019.05.025 · Cited by 613
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
The Impact of Islamic Banks’ Service Quality Perception on Jordanian Customers Loyalty
Alshurideh, D. M. T., Al-Hawary, S. I. S., Mohammad, A. M. E., Al-Hawary, A. A., & Al Kurdi, B. H. (2017) · Journal of Management Research · doi:10.5296/jmr.v9i2.10664 · Cited by 65
Desta, E., & Amantie, C. (2024) · International Journal of Business and Economics Research · doi:10.11648/j.ijber.20241302.11 · Cited by 3
Metadata
- Authors
- Lee, H., Lee, Y., & Yoo, D.
- Venue
- Journal of Services Marketing
- Publisher
- Emerald
- Published
- 2000-06-01
- Volume
- 14
- Issue
- 3
- Pages
- 217-231
- ISSN
- 0887-6045 (ISSN-L)
- OpenAlex
- W1999697037
- Cited by
- 782
- References
- 6
- FWCI
- 11.08
- Type
- journal article
- Language
- en
- Open access
- closed
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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.
