| Hits ?▲ |
Authors |
Title |
Venue |
Year |
Link |
Author keywords |
| 149 | Sungchul Yoon, Hyunsuk Suh |
Ensuring IT Consulting SERVQUAL and User Satisfaction: A Modified Measurement Tool.  |
Inf. Syst. Frontiers  |
2004 |
DBLP DOI BibTeX RDF |
IT consulting service, service quality, measurement tool, SERVQUAL |
| 51 | Rodrigo Pinheiro dos Santos, Káthia Marçal de Oliveira, Wander Pereira da Silva |
Evaluating the service quality of software providers appraised in CMM/CMMI. |
Softw. Qual. J. |
2009 |
DBLP DOI BibTeX RDF |
Capability Maturity Model Integration (CMMI), Service quality assessment, Capability Maturity Model (CMM), SERVQUAL |
| 51 | Jamie Murphy, Roland Schegg, Doina Olaru, Charles F. Hofacker |
Exploring Email Service Quality (EMSQ) Factors. |
ENTER |
2007 |
DBLP DOI BibTeX RDF |
Email, e-services, Service Quality, SERVQUAL |
| 50 | Smetek Karolina, Strzelecka Agnieszka, Zawadzka Danuta |
Examples of the application of the SERVQUAL and fuzzy SERVQUAL methods for the assessment of the quality of financial services in the field of Insurance coverage - as a factor determining the financial efficiency of entities from the Insurance sector. |
KES |
2023 |
DBLP DOI BibTeX RDF |
|
| 50 | Ecem Tumsekcali, Ertugrul Ayyildiz, Alev Taskin 0001 |
Interval valued intuitionistic fuzzy AHP-WASPAS based public transportation service quality evaluation by a new extension of SERVQUAL Model: P-SERVQUAL 4.0. |
Expert Syst. Appl. |
2021 |
DBLP DOI BibTeX RDF |
|
| 48 | Behrouz Zarei, Maryam Safdari |
Measuring the performance of G2G services in Iran. |
I3E (2) |
2007 |
DBLP DOI BibTeX RDF |
|
| 48 | Jung-Yu Lai |
Assessment of employees' perceptions of service quality and satisfaction with e-business. |
CPR |
2006 |
DBLP DOI BibTeX RDF |
e-business, user satisfaction, service quality, enterprise applications |
| 27 | Aleksi Melto, Markku Turunen, Anssi Kainulainen, Jaakko Hakulinen, Tomi Heimonen, Ville Antila |
Evaluation of predictive text and speech inputs in a multimodal mobile route guidance application. |
Mobile HCI |
2008 |
DBLP DOI BibTeX RDF |
predictive text input, speech recognition, SERVQUAL |
| 27 | Heejun Park, Seung Baek |
Measuring Service Quality of Online Bookstores with WebQual. |
HCI (4) |
2007 |
DBLP DOI BibTeX RDF |
WebQual, Bookstore, e-Commerce, Service Quality, ServQual |
| 27 | Christy M. K. Cheung, Matthew K. O. Lee |
Consumer satisfaction with internet shopping: a research framework and propositions for future research. |
ICEC |
2005 |
DBLP DOI BibTeX RDF |
electronic commerce, information quality, service quality, end-user computing, system quality, Internet shopping, SERVQUAL, consumer satisfaction |
| 25 | Swagato Chatterjee, Arpita Ghatak, Ratnadeep Nikte, Shivam Gupta 0001, Ajay Kumar |
Measuring SERVQUAL dimensions and their importance for customer-satisfaction using online reviews: a text mining approach. |
J. Enterp. Inf. Manag. |
2023 |
DBLP DOI BibTeX RDF |
|
| 25 | Sugiarto Hartono, Faizah Shahudin, Agri Adriel Bororing, Tommy Hendrawan |
The Analysis of B2B Sales Information System Using SERVQUAL Model (A Case Study Approach). |
ICIMTech |
2023 |
DBLP DOI BibTeX RDF |
|
| 25 | Poonyawat Kusonwattana, Yogi Tri Prasetyo, Jui-Hao Liao, Omar Paolo Benito, Michael Nayat Young, Nattakit Yuduang, Thanatorn Chuenyindee, Satria Fadil Persada |
Performance Assessment of Food Logistics Service Under SERVQUAL Model Using Analytic Hierarchy Process Approach. |
IEEM |
2023 |
DBLP DOI BibTeX RDF |
|
| 25 | Serkan Altuntas, Türkay Dereli, Zülfiye Erdogan |
Evaluation of service quality using SERVQUAL scale and machine learning algorithms: a case study in healthcare. |
Kybernetes |
2022 |
DBLP DOI BibTeX RDF |
|
| 25 | A. Malathi, K. Mohamed Jasim |
Validating the relationship between service quality, patient sensitivity and experience towards medical applications using SERVQUAL. |
Int. J. Medical Informatics |
2022 |
DBLP DOI BibTeX RDF |
|
| 25 | Jurandir Barreto Galdino Junior, Hélio Roberto Hékis, José Alfredo Ferreira Costa, Íon Garcia Mascarenhas de Andrade, Eric Lucas dos Santos Cabral, Wilkson Ricardo Silva Castro, Davidson Rogério de Medeiros Florentino, Tiago de Oliveira Barreto, João Florêncio da Costa Junior |
Application of the QFD-fuzzy-SERVQUAL methodology as a quality planning tool at the surgical centre of a public teaching hospital. |
BMC Medical Informatics Decis. Mak. |
2022 |
DBLP DOI BibTeX RDF |
|
| 25 | Francisco Solano Cunza Echegaray, Denis Frank Cunza Aranzábal, Marcos Enrique Flores González, Evelyn Raquel Hernandez Morales, Benjamin Aaron Paredes Guerra |
Psychometric properties of the scale of perceptions regarding the quality of service in clients of retail establishments, based on the SERVQUAL model. |
IC4E |
2022 |
DBLP DOI BibTeX RDF |
|
| 25 | V. Reza Bayu Kurniawan, Oktavia Puput Dwi Sawitri, Trisna Yulianti, Dyah Ari Susanti, Fransiska Hernina Puspitasari |
A Combined Application of SERVQUAL and fuzzy DEMATEL to Evaluate a University's Service Quality. |
ICONETSI |
2022 |
DBLP DOI BibTeX RDF |
|
| 25 | Diego Baez Palencia, Juan Mariño Jiménez, Ernesto León-Castro, Reynier Israel Ramírez Molina, Giselle Pinochet Sánchez |
Ordered Weighted Average Operators in the SERVQUAL and SERVPERF Scales. |
FNC/MobiSPC/SEIT |
2022 |
DBLP DOI BibTeX RDF |
|
| 25 | Fabiane Leticia Lizarelli, Lauro Osiro, Gilberto Miller Devós Ganga, Glauco Henrique de Sousa Mendes, Guilherme R. Paz |
Integration of SERVQUAL, Analytical Kano, and QFD using fuzzy approaches to support improvement decisions in an entrepreneurial education service. |
Appl. Soft Comput. |
2021 |
DBLP DOI BibTeX RDF |
|
| 25 | Youxiang Cui, Haibo Tang, Zhongwei Gu |
The Evaluation Framework for Wearable Devices Service Quality Based on SERVQUAL Model. |
HCI (35) |
2021 |
DBLP DOI BibTeX RDF |
|
| 25 | Zhuo Peng, Xi Li |
Employee Service Quality and Customer Satisfaction: Applying SERVQUAL in Chinese Banking Context. |
ICAIIS |
2021 |
DBLP DOI BibTeX RDF |
|
| 25 | Muharman Lubis, Arif Ridho Lubis, Sevira Hendari Pratiwi, Danti Puji Yuherisna |
Customer Satisfaction Assessment Coffee Roaster Restaurant using SERVQUAL: Utilization of Customer Relationship Management (CRM) Application. |
DSDE |
2021 |
DBLP DOI BibTeX RDF |
|
| 25 | Lin Zhu |
Service Quality Evaluation of Office Property Management Based on SERVQUAL Model. |
ATCI (1) |
2021 |
DBLP DOI BibTeX RDF |
|
| 25 | Gülçin Büyüközkan, Celal Alpay Havle, Orhan Feyzioglu, Fethullah Göçer |
A combined group decision making based IFCM and SERVQUAL approach for strategic analysis of airline service quality. |
J. Intell. Fuzzy Syst. |
2020 |
DBLP DOI BibTeX RDF |
|
| 25 | Serkan Altuntas, Semih Kansu |
An innovative and integrated approach based on SERVQUAL, QFD and FMEA for service quality improvement: A case study. |
Kybernetes |
2020 |
DBLP DOI BibTeX RDF |
|
| 25 | Meng Shang, Hui Li 0078, Chulwoo Lee, Yongho Shin |
To strengthen the relationship and the long term trading orientation between the relationship quality and the B-SERVQUAL: focus on the logistics intelligent equipment manufacturing industry. |
J. Ambient Intell. Humaniz. Comput. |
2020 |
DBLP DOI BibTeX RDF |
|
| 25 | Sheikh Muhammad Hizam, Waqas Ahmed 0006 |
A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services. |
CoRR |
2020 |
DBLP BibTeX RDF |
|
| 25 | Mohammed Shaker Ibrahim |
Validating Service Quality (SERVQUAL) in Healthcare: Measuring Patient Satisfaction Using their Perceptions in Jordan. |
J. Inf. Knowl. Manag. |
2020 |
DBLP DOI BibTeX RDF |
|
| 25 | Zhengyu Shi, Huifang Shang |
A Review on Quality of Service and SERVQUAL Model. |
HCI (24) |
2020 |
DBLP DOI BibTeX RDF |
|
| 25 | Qiu Jin, Shaogang Liu |
Service Quality Evaluation and Improvement of Bank Based on the Servqual Method and Process Capability. |
ICMSS |
2020 |
DBLP DOI BibTeX RDF |
|
| 25 | Zeljko Stevic, Irena Dalic, Dragan Pamucar, Zdravko Nunic, Slavko Veskovic, Marko Vasiljevic, Ilija Tanackov |
A new hybrid model for quality assessment of scientific conferences based on Rough BWM and SERVQUAL. |
Scientometrics |
2019 |
DBLP DOI BibTeX RDF |
|
| 25 | Hasan Dinçer, Serhat Yüksel, Luis Martínez-López 0001 |
Analysis of balanced scorecard-based SERVQUAL criteria based on hesitant decision-making approaches. |
Comput. Ind. Eng. |
2019 |
DBLP DOI BibTeX RDF |
|
| 25 | Quan Yuan, Qin Gao |
Is SERVQUAL Reliable and Valid? A Review from the Perspective of Dimensions in Different Typical Service Industries. |
HCI (11) |
2019 |
DBLP DOI BibTeX RDF |
|
| 25 | Mathias Mujinga |
Retail banking service quality measurement: SERVQUAL gap analysis. |
ICTAS |
2019 |
DBLP DOI BibTeX RDF |
|
| 25 | Olegas Prentkovskis, Zivko Erceg, Zeljko Stevic, Ilija Tanackov, Marko Vasiljevic, Mladen Gavranovic |
A New Methodology for Improving Service Quality Measurement: Delphi-FUCOM-SERVQUAL Model. |
Symmetry |
2018 |
DBLP DOI BibTeX RDF |
|
| 25 | Markus Hartono |
How Kano's Performance Mediates Perceived SERVQUAL Impact on Kansei. |
IEEM |
2018 |
DBLP DOI BibTeX RDF |
|
| 25 | Qingliang Meng, Qingwen Zhou |
Assessment of Express Delivery Service Based on SERVQUAL Model. |
WHICEB |
2016 |
DBLP BibTeX RDF |
|
| 25 | Franklin M. Lartey, Kathleen M. Hargiss, Caroline Howard |
Antecedents of Customer Satisfaction Affecting Broadband Loyalty: An Implementation of Servqual and NPS®. |
Int. J. Strateg. Inf. Technol. Appl. |
2015 |
DBLP DOI BibTeX RDF |
|
| 25 | Ru Liu, Lixin Cui, Guangfeng Zeng, Hongyan Wu, Chengjie Wang, Shan Yan, Bingyan Yan |
Applying the fuzzy SERVQUAL method to measure the service quality in certification & inspection industry. |
Appl. Soft Comput. |
2015 |
DBLP DOI BibTeX RDF |
|
| 25 | Chin-Mei Chou, Cindy Sutanto, Shu-Kai Wu |
Improving Service Quality by Prioritizing Service Attributes Using SERVQUAL and Kano Model - A Case Study of Nursing Home in Taiwan. |
HCI (4) |
2015 |
DBLP DOI BibTeX RDF |
|
| 25 | I-Chang Tsai, Chung-Han Yeh |
Integrating SERVQUAL and Importance-Performance Analysis for Assessing Smart Campus Service Quality: A Case Study of an English Training Programme in Vietnam. |
ICALT |
2015 |
DBLP DOI BibTeX RDF |
|
| 25 | Aylin Ilhan, Rena Möhlmann, Wolfgang G. Stock |
Customer Value Research and ServQual Surveys as Methods for Information Need Analysis - The Ubiquitous City Songdo as a Case Study. |
ISI |
2015 |
DBLP DOI BibTeX RDF |
|
| 25 | Muhammad Muazzem Hossain |
Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service. |
Int. J. Serv. Stand. |
2014 |
DBLP DOI BibTeX RDF |
|
| 25 | Vanessa B. S. Silva, Fernando Schramm, Danielle Costa Morais |
A proposal of a procedure for evaluating individual's expectations and perceptions based on SERVQUAL. |
SMC |
2014 |
DBLP DOI BibTeX RDF |
|
| 25 | Toni Lupo |
A fuzzy ServQual based method for reliable measurements of education quality in Italian higher education area. |
Expert Syst. Appl. |
2013 |
DBLP DOI BibTeX RDF |
|
| 25 | Mohammad Fateh Ali Khan Panni, Md. Abdus Salam Sarker |
Applicability of SERVQUAL in Private Higher Education Institutions in Bangladesh. |
Int. J. Technol. Educ. Mark. |
2013 |
DBLP DOI BibTeX RDF |
|
| 25 | Jyotsna Hirmukhe |
Measuring the customer's perception of service quality using SERVQUAL in public services. |
Int. J. Serv. Technol. Manag. |
2013 |
DBLP DOI BibTeX RDF |
|
| 25 | Ramón Alberto Carrasco, Francisco Muñoz-Leiva, Juan Sánchez-Fernández, Francisco J. Liébana-Cabanillas |
A model for the integration of e-financial services questionnaires with SERVQUAL scales under fuzzy linguistic modeling. |
Expert Syst. Appl. |
2012 |
DBLP DOI BibTeX RDF |
|
| 25 | S. Maheswaran 0002, Manimay Ghosh |
Customers' Perception of Service Quality in a Training Institute: An Assessment using Servqual. |
Int. J. Asian Bus. Inf. Manag. |
2012 |
DBLP DOI BibTeX RDF |
|
| 25 | Janice G. El-Bayoumi |
Evaluating IT service quality using SERVQUAL. |
SIGUCCS |
2012 |
DBLP DOI BibTeX RDF |
|
| 25 | Chris McCollin, Irena Ograjensek, Rainer Göb, Andrea Ahlemeyer-Stubbe |
SERVQUAL and the process improvement challenge. |
Qual. Reliab. Eng. Int. |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Ahmadreza Shekarchizadeh, Amran Rasli, Huam Hon-Tat |
SERVQUAL in Malaysian universities: perspectives of international students. |
Bus. Process. Manag. J. |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Robert E. Miller, Bill C. Hardgrave, Thomas W. Jones |
SERVQUAL dimensionality: an investigation of presentation order effect. |
Int. J. Serv. Stand. |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Chien-Chang Chou, Li-Jen Liu, Sue-Fen Huang, Jeng-Ming Yih, Tzeu-Chen Han |
An evaluation of airline service quality using the fuzzy weighted SERVQUAL method. |
Appl. Soft Comput. |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Anjali Awasthi, Satyaveer Singh Chauhan, Hichem Omrani, Ariyo Panahi |
A hybrid approach based on SERVQUAL and fuzzy TOPSIS for evaluating transportation service quality. |
Comput. Ind. Eng. |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Godwin J. Udo, Kallol Kumar Bagchi, Peeter Kirs |
Using SERVQUAL to assess the quality of e-learning experience. |
Comput. Hum. Behav. |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Narasimhaiah Gorla |
An assessment of information systems service quality using SERVQUAL+. |
Data Base |
2011 |
DBLP DOI BibTeX RDF |
|
| 25 | Mohinder Chand |
Measuring the service quality of Indian tourism destinations: an application of SERVQUAL model. |
Int. J. Serv. Technol. Manag. |
2010 |
DBLP DOI BibTeX RDF |
|
| 25 | Ruobin Wang, Zhijun Yan, Kecheng Liu |
An Empirical Study: Measuring the Service Quality of an e-Learning System with the Model of ZOT SERVQUAL. |
ICEE |
2010 |
DBLP DOI BibTeX RDF |
|
| 25 | Hollis T. Landrum, Victor R. Prybutok, Xiaoni Zhang, Daniel A. Peak |
Measuring IS System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions. |
Informing Sci. Int. J. an Emerg. Transdiscipl. |
2009 |
DBLP DOI BibTeX RDF |
|
| 25 | Mary Tate, Joerg Evermann |
Descendents of ServQual in Online Services Research: The End of the Line? |
AMCIS |
2009 |
DBLP BibTeX RDF |
|
| 25 | Liangzhi Yu, Qiulan Hong, Song Gu, Yazun Wang |
An epistemological critique of gap theory based library assessment: the case of SERVQUAL. |
J. Documentation |
2008 |
DBLP DOI BibTeX RDF |
|
| 25 | Allan Sylvester, Mary Tate |
Beyond the "Mythical Centre": An Affirmative Post-Modern View of SERVQUAL Research in Information Systems. |
ECIS |
2008 |
DBLP BibTeX RDF |
|
| 25 | Dwayne Whitten |
An Examination of Information Systems Service Quality Measurement: The Contribution of the SERVQUAL Instrument from the Marketing Literature. |
AMCIS |
2003 |
DBLP BibTeX RDF |
|
| 25 | James J. Jiang, Gary Klein 0001, Christopher L. Carr |
Measuring Information System Service Quality: SERVQUAL from the Other Side. |
MIS Q. |
2002 |
DBLP BibTeX RDF |
|
| 25 | Christopher L. Carr |
A Psychometric Evaluation of the Expectations, Perceptions, and Difference-Scores Generated by the IS-Adapted SERVQUAL Instrument. |
Decis. Sci. |
2002 |
DBLP DOI BibTeX RDF |
|
| 25 | Helen Kang, Graham Bradley |
Measuring the performance of IT services: An assessment of SERVQUAL. |
Int. J. Account. Inf. Syst. |
2002 |
DBLP DOI BibTeX RDF |
|
| 25 | James J. Jiang, Gary Klein 0001, Suzanne M. Crampton |
A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement. |
Decis. Sci. |
2000 |
DBLP DOI BibTeX RDF |
|
| 25 | Thomas P. Van Dyke, Leon A. Kappelman, Victor R. Prybutok |
Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire. |
MIS Q. |
1997 |
DBLP BibTeX RDF |
|
| 25 | William J. Kettinger, Choong C. Lee |
"Zoning-in" on information systems service quality: continuous refinement of the SERVQUAL measurement. |
ICIS |
1997 |
DBLP BibTeX RDF |
|
| 24 | Chee-Wee Tan, Izak Benbasat, Ronald T. Cenfetelli |
Building Citizen Trust towards E-Government Services: Do High Quality Websites Matter? |
HICSS |
2008 |
DBLP DOI BibTeX RDF |
|
| 24 | Yonggui Wang, Hing-Po Lo, Yongheng Yang |
An Integrated Framework for Service Quality, Customer Value, Satisfaction: Evidence from China's Telecommunication Industry. |
Inf. Syst. Frontiers |
2004 |
DBLP DOI BibTeX RDF |
moderating effect, China, customer satisfaction, service quality, customer value, telecommunication industry, behavioral intentions |
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