A comparison of Magal's service quality instrument with SERVPERF

Landrum, Hollis T.; Prybutok, Victor R.; Zhang, Xiaoni

doi:10.1016/j.im.2006.11.002

Cited by 83 publications

(66 citation statements)

References 40 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Recent studies have demonstrated that both models have a predictive capability with reference to service quality; this capability varies with the context and the objectives of the analysis and it presents both strong and weak points depending on the case (Carrillat, Jaramillo & Mulki, 2007;Landrum, Prybutok & Zhang, 2007;Brandon-Jones & Silvestro, 2010). Approaches which aim to reconcile different positions (Brady & Cronin, 2001) have not diverted attention from the debate between the above-mentioned two models.…”

Section: Use Of the Expectation-confirmation Theorymentioning

confidence: 99%

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

Mauri¹,

Minazzi²,

Muccio³

2013

IBR

View full text Add to dashboard Cite

The study aims to contribute to the research on service quality, analyzing almost 30 years of research on the Gaps Model proposed by Parasuraman, Zeithaml and Berry in the 1980s. A literature review has been conducted from 1985 to 2013 with the purpose of underlining the model evolution and its criticisms. Major international academic databases have been consulted.On this basis the paper summarizes some theoretical-conceptual and methodological-operational critical aspects identified by scholars who analyzed and applied the model and the scale. Despite that, the Gaps Model and the SERVQUAL scale are still the most used instruments to study service quality in marketing literature.The analysis allows to identify interesting points for future research on the topic of service quality. The conceptual framework presented in the paper does not include any empirical research that could be eventually implemented to validate the findings.

show abstract

Section: Use Of the Expectation-confirmation Theorymentioning

confidence: 99%

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

Mauri¹,

Minazzi²,

Muccio³

2013

IBR

View full text Add to dashboard Cite

show abstract

“…Pri tem so nam teoretično oporo nudile ugotovitve številnih avtorjev (Abdullah in Rozario, 2009;Boulding idr., 1993;Cronin in Taylor, 1992;Landrum, Prybutok in Zhang, 2007;Keith in Simmers, 2011), ki v svojih delih poudarjajo pomen enodimenzionalnega (izvedbenega) pristopa k merjenju kakovosti. Ključen problem pri raziskovanju pričakovanj namreč predstavlja časovna dimenzija, saj se po storitvi gostje težko spomnijo ter ponovno izrazijo svoja pričakovanja.…”

Section: Merski Inštrumentunclassified

Management kakovosti v prehrambenem turizmu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov

Kukanja¹

2017

View full text Add to dashboard Cite

“…In addition to behavioral and attitudinal views towards customer loyalty, cognitive view has also been introduced. The operational definition of cognitive view centers on the very first product or service coming into the customer's mind once they make a decision to purchase things or on the very first product or service they may choose from among other products or services (Landrum et al, 2007;Faghihi et al, 2007).…”

Section: Customer Loyaltymentioning

confidence: 99%

Investigating the relationship between service quality and customer loyalty: A case study of banking industry

Aghaei¹,

Mostafapour²,

Rezaei³

2013

10.5267/j.msl

View full text Add to dashboard Cite

The present study investigates the relationship between service quality and customer loyalty in one of Iranian banks in province of Golestan, Iran named Bank Melli Iran. The population of the study consists of all customers of this branch. Using Kersity-Morgan table and simple random sampling, a number of 384 customers were selected as the participants of the study. The method of research is descriptive-correlation with a survey design. SERVQUAL scale and a researcher-made questionnaire were used to examine service quality and customer loyalty, respectively. Pearson correlation formula was run to analyze the data. The results showed a significant relationship between different aspects of service quality and customer loyalty in this particular branch of bank.

show abstract

A comparison of Magal's service quality instrument with SERVPERF

Cited by 83 publications

References 40 publications

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

A Review of Literature on the Gaps Model on Service Quality: A 3-Decades Period: 1985–2013

Management kakovosti v prehrambenem turizmu: Zagotavljanje kakovosti ponudbe in lojalnosti gostov

Investigating the relationship between service quality and customer loyalty: A case study of banking industry

Contact Info

Product

Resources

About