Mobile SERVQUAL
International Journal of Quality & Reliability ManagementPublished 11 April 2013
Amjad A. Abu‐El Samen, Mamoun N. Akroush, Bayan N. Abu‐Lail
Citations59
SJR quartileQ2
SJR score0.63
SNIP1.30
Generate an AI Snapshot to get a quick, structured summary of this paper.
Study Snapshot
ObjectiveStudy objective
MethodsResearch methodology
PopulationPopulation studied
Sample sizeSample sizes
OutcomesStudy outcomes here
ResultsStudy results comes here
LimitationsResearch study limitations comes here
A concise AI-generated summary of the paper will appear here once you click Generate AI Snapshot.
Abstract
Purpose – The purpose of this paper is to reveal and compare the SERVQUAL dimensions from the customers' and the managers' perspectives, and to examine their effect on customer satisfaction and business performance, respectively, in Jordan's mobile service industry.
Keywords
Decision SciencesBusiness, Management and Accounting
Structural Equation Modeling A Multidisciplinary JournalCutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives
105,395 Citations1999Li‐tze Hu, Peter M. Bentler
Zenodo (CERN European Organization for Nuclear Research)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
21,201 Citations1988A. Parasuraman, Valarie A. Zeithaml +1 more
Journal of MarketingA Conceptual Model of Service Quality and Its Implications for Future Research
17,152 Citations1985A. Parasuraman, Valarie A. Zeithaml +1 more
Journal of MarketingMeasuring Service Quality: A Reexamination and Extension
8,890 Citations1992J. Joseph Cronin, Steven A. Taylor
Journal of MarketingThe Behavioral Consequences of Service Quality
8,633 Citations1996Valarie A. Zeithaml, Leonard L. Berry +1 more
Journal of Marketing ResearchAn Updated Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment
5,855 Citations1988David W. Gerbing, James C. Anderson
An updated paradigm for scale development that incorporates confirmatory factor analysis for the assessment of unidimensionality is outlined, which involves embedding the unidimensional sets of indicators within a nomological network defined by the complete structural model.
Journal of MarketingCustomer Satisfaction, Market Share, and Profitability: Findings from Sweden
4,574 Citations1994Eugene W. Anderson, Claes Fornell +1 more
Strategic Management JournalMeasuring organizational performance in the absence of objective measures: The case of the privately‐held firm and conglomerate business unit
3,293 Citations1984Gregory G. Dess, Richard B. Robinson
Journal of MarketingReassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research
2,870 Citations1994A. Parasuraman, Valarie A. Zeithaml +1 more
Journal of the Academy of Marketing ScienceService Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn
1,906 Citations2000Valarie A. Zeithaml
Journal of MarketingReturn on Quality (ROQ): Making Service Quality Financially Accountable
1,511 Citations1995Roland T. Rust, Anthony J. Zahorik +1 more
Journal of MarketingExpectations, Performance Evaluation, and Consumers’ Perceptions of Quality
1,485 Citations1993R. Kenneth Teas
Service science: research and innovations in the service economyThe Service Profit Chain
1,007 Citations2010James L. Heskett, W. Earl Sasser
International Journal of Quality & Reliability ManagementService quality models: a review
993 Citations2005Nitin Seth, S.G. Deshmukh +1 more
The review of various service quality model revealed that the service quality outcome and measurement is dependent on type of service setting, situation, time, need etc factors.
Journal of Services MarketingThe relationship between service quality and customer satisfaction – a factor specific approach
894 Citations2002G.S. Sureshchandar, Chandrasekharan Rajendran +1 more
Journal of RetailingMore on improving service quality measurement
882 Citations1993A. Parasuraman, Leonard L. Berry +1 more
Journal of Business ResearchHow quality, value, image, and satisfaction create loyalty at a Chinese telecom
793 Citations2008Fujun Lai, Mitch Griffin +1 more
Journal of Services MarketingThe determinants of perceived service quality and its relationship with satisfaction
779 Citations2000Haksik Lee, Yong‐Ki Lee +1 more
Journal of Applied PsychologyConsumer satisfaction and perceived quality: Complementary or divergent constructs?
678 Citations1994Jerry B. Gotlieb, Dhruv Grewal +1 more
Service Industries JournalAnalysing Service Quality in the Hospitality Industry Using the SERVQUAL Model
658 Citations1991Farouk Saleh, Chris Ryan
Journal of MarketingReturn on Quality (ROQ): Making Service Quality Financially Accountable
649 Citations1995Roland T. Rust, Anthony J. Zahorik +1 more
Journal of Business ResearchSearching for a consensus on the antecedent role of service quality and satisfaction: an exploratory cross-national study
628 Citations2001Michael K. Brady, Christopher J. Robertson
Managing Service QualityService quality dimensions: an examination of Grönroos’s service quality model
601 Citations2004Gi‐Du Kang, Jeffrey James
Journal of Services MarketingService quality perspectives and satisfaction in private banking
493 Citations2000Walfried M. Lassar, Chris Manolis +1 more
Hospitality Research JournalLodgserv: A Service Quality Index for the Lodging Industry
491 Citations1990Bonnie J. Knutson, Pete Stevens +3 more
Managing Service QualityService quality, emotional satisfaction, and behavioural intentions
413 Citations2009Riadh Ladhari
Managing Service QualityAlternative measures of service quality: a review
398 Citations2008Riadh Ladhari
International Journal of Bank MarketingInterrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank
389 Citations2001Karin Newman
Managing Service QualityAnalysing service quality in the hospitality industry
353 Citations1999Amy Wong, Alison Dean +1 more
Journal of Services MarketingCustomer satisfaction should not be the only goal
324 Citations2004Rebekah Russell‐Bennett, Sharyn Rundle‐Thiele
Journal of Management StudiesPERFORMANCE IMPLICATIONS OF STRATEGIC COALIGNMENT: A METHODOLOGICAL PERSPECTIVE
322 Citations1990N. Venkatraman
International Marketing ReviewDimensions of service quality in developed and developing economies: multi‐country cross‐cultural comparisons
314 Citations2005Naresh K. Malhotra, Francis M. Ulgado +3 more
Journal of Services MarketingMarket orientation, service quality and business profitability: a conceptual model and empirical evidence
305 Citations1998Tung‐Zong Chang, Su‐Jane Chen
Journal of Operations ManagementEffect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry
288 Citations1999Theodore P. Stank, Thomas J. Goldsby +1 more
Journal of Hospitality & Leisure MarketingThe Relationship Between Quality, Satisfaction, and Recommending Behavior in Lodging Decisions
277 Citations1995Juliet M. Getty, Kenneth Thompson
Managing Service QualityDetermining the relative importance of critical factors in delivering service quality of banks
270 Citations2009Mukesh Kumar, Fong Tat Kee +1 more
Journal of Services MarketingMeasuring customer satisfaction in the fast food industry: a cross‐national approach
236 Citations2004G. Ronald Gilbert, Cleopatra Veloutsou +2 more
Managing Service QualityService quality effect on satisfaction and word of mouth in the health care industry
214 Citations2009Ioannis E. Chaniotakis, Constantine Lymperopoulos
The results suggest that, in addition to “satisfaction”, the only service quality dimension that directly affects WOM, is “empathy”.
International Journal of Bank MarketingA comparison of service quality in the banking industry
201 Citations2005Hüseyin Araslı, Salih Katırcıoğlu +1 more
Managing Service QualityThe hierarchical structure of service quality: integration of technical and functional quality
197 Citations2006Gi‐Du Kang
International Journal of Bank MarketingBank service quality: comparing Canadian and Tunisian customer perceptions
187 Citations2011Riadh Ladhari, Ines Ladhari +1 more
Managing Service QualityDimensions of service quality: a study in Istanbul
187 Citations1995Perran Akan
Business Process Management JournalSERVQUAL in Malaysian universities: perspectives of international students
178 Citations2011Ahmadreza Shekarchizadeh, Amran Rasli +1 more
Five factors in the form of professionalism, reliability, hospitality, tangibles, and commitment were uncovered and all the items of perception were perceived as significantly negative as compared to expectations.
Managing Service QualityService quality and marketing performance in business‐to‐business markets: exploring the mediating role of client satisfaction
155 Citations2004Rubén Chumpitaz, Nicholas G. Paparoidamis
Journal of Retailing and Consumer ServicesSome insights on conceptualizing and measuring service quality
151 Citations2009José Antonio Martínez García, Laura Martínez
International Journal of Quality & Reliability ManagementAn empirical assessment and application of SERVQUAL in mainland China's mobile communications industry
145 Citations2007Fujun Lai, Joe Hutchinson +2 more
The adapted SERVQUAL instrument is a valid and valuable tool to measure service quality in China's mobile communications setting and the dimension of “empathy” may need revision.
International Journal of Quality & Reliability ManagementComparative evaluation of critical factors in delivering service quality of banks
142 Citations2010Mukesh Kumar, Fong Tat Kee +1 more
Journal of Financial Services MarketingCustomer service quality and financial performance among Australian retail financial institutions
141 Citations2002Elizabeth Duncan, Greg Elliott
Managing Service QualityA customized measure of service quality in the UAE
139 Citations2005Naceur Jabnoun, Azaddin Salem Khalifa
International Journal of Bank MarketingService Quality: Recent Developments in Financial Services
131 Citations1993Barbara R. Lewis
Service Industries JournalAssessing the Quality of the Conference Hotel Service Product: Towards an Empirically Based Model
125 Citations1990Usha Oberoi, Colin Hales
Total Quality Management & Business ExcellenceUnderstanding the Antecedents to Customer Loyalty by Applying Structural Equation Modeling
119 Citations2007Kaili Yieh, Yu‐Ching Chiao +1 more
International Journal of Contemporary Hospitality ManagementWhich school of thought? The dimensions of resort hotel quality
112 Citations1998Yüksel Ekinci, Michael Riley +1 more
Journal of Financial Services MarketingAnalysing service quality in the UAE Islamic banks
105 Citations2003Hussein A. Hassan Al‐Tamimi, Abdullah Al-Amiri
International Journal of Quality & Reliability ManagementBank Service Quality (BSQ) Index
103 Citations2011Firdaus Abdullah, Rosita Suhaimi +2 more
Journal of Services MarketingService quality as a competitive opportunity
102 Citations1998Molly Inhofe Rapert, Brent M. Wren
Based on a longitudinal study of general service hospitals, results are provided indicating that quality not only has a temporal effect on organizational performance, but also translates into long‐term benefits.
Journal of Business ResearchEffects of quality management and marketing on organizational performance
95 Citations2003Kee‐hung Lai, T.C.E. Cheng
Managing Service QualityDoes customer satisfaction lead to profitability?
94 Citations2005Timothy L. Keiningham, Tiffany Perkins‐Munn +2 more
Managing Service QualityThe relative importance of service features in explaining customer satisfaction
86 Citations2010Angelos Pantouvakis
International Journal of Islamic and Middle Eastern Finance and ManagementService quality models in banking: a review
85 Citations2011Jaya Sangeetha, S. Mahalingam
International Journal of Bank MarketingThe effects of free banking on overall satisfaction: the useof automated teller machines
64 Citations1995Mark M.H. Goode, Luiz Moutinho
International Journal of Health Care Quality AssuranceHealthcare service quality perception in Japan
62 Citations2011Amira ep Koubaa Eleuch
Japanese culture and healthcare system characteristics are used to explain and interpret the results, and a non-linear approach was relied on to detect healthcare service features' importance in forming overall quality judgment.
International Journal of Services and Operations ManagementAn integrated model of perceived service quality and customer loyalty: an empirical examination of the mediation effects of customer satisfaction and customer trust
59 Citations2011Samer Eid Dahiyat, Mamoun N. Akroush +1 more
Managing Service QualityEmployee perceptions of service quality in a call centre
53 Citations2009Prabha Ramseook‐Munhurrun, Perunjodi Naidoo +1 more
Journal of service managementComparative cross‐cultural service quality: an assessment of research methodology
42 Citations2011Miguel Morales, Riadh Ladhari
Global Business and Economics ReviewExploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan
33 Citations2008Mamoun N. Akroush
Quality Assurance in EducationThe disabled student experience: does the SERVQUAL scale measure up?
30 Citations2011Elizabeth Vaughan, Helen Woodruffe‐Burton
A new disabled service user‐specific service quality model ARCHSECRET is empirically test against a modified SERVQUAL model in the context of disabled students within higher education to compare their ability to predict and explain the variation in the service quality experience of disabledStudents in higher education.
International Journal of Services Economics and ManagementDoes service quality implementation mediate the relationship between technical service quality and performance: an empirical examination of banks in Jordan
17 Citations2009Mamoun N. Akroush
The Impact of Service Quality Dimensions on Performance: An Empirical Investigation of Jordan's Commercial Banks
10 Citations2009Mamoun N. Akroush, Fahed Salim Khatib
…