Perceived Service Quality is a multidimensional construct in service marketing that represents a customer’s subjective evaluation of the overall excellence or superiority of a service based on their expectations and actual experience.
5.9K
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Citations
11.2K
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3.1K
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Publications per year
2017–2026
2.1K
Parents
Publications
5.9K
Measuring Service Quality: A Reexamination and Extension
J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations
The Behavioral Consequences of Service Quality
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman · Journal of Marketing · 1996 · 8.7K citations
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Authors
11.2K
- VA
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- LL
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- LE
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- GM
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- MO
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Institutions
3.1K
Hong Kong Polytechnic University
Hong Kong, Hong Kong
35 h-index
95 publications
10.6K citations
University of Technology Malaysia
Johor Bahru, Malaysia
25 h-index
89 publications
5.9K citations
Universiti Teknologi MARA
Shah Alam, Malaysia
24 h-index
66 publications
4.8K citations
Universitas Patria Artha
Makassar, Indonesia
22 h-index
69 publications
1.8K citations
Griffith University
Brisbane, Australia
22 h-index
38 publications
5.2K citations
Northern University of Malaysia
Jitra, Malaysia
22 h-index
53 publications
2.3K citations
National University of Singapore
Singapore, Singapore
22 h-index
42 publications
3.9K citations
National University of Malaysia
Bangi, Malaysia
22 h-index
69 publications
3.7K citations
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Venues
- Journal of Services Marketing
140 publications · 23.7K citations
84
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- Managing Service Quality
MSQ · 130 publications · 18.2K citations
76
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- International Journal of Bank Marketing
73 publications · 11.8K citations
60
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- Total Quality Management & Business Excellence
114 publications · 7.9K citations
52
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- International Journal of Service Industry Management
63 publications · 11.7K citations
51
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