Concepedia
Transportation · 2010 · 205 citations · 43 references
Customer SatisfactionIntegrated FrameworkService QualityManagementConsumer ResearchBusinessUser ExperienceConsumer BehaviorTourismDestination ManagementTravel BehaviorMultimodal Travel BehaviorPassenger Behavioral IntentionMarketing
43
Evaluating Structural Equation Models with Unobservable Variables and Measurement Error
Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60K citations
Customer Satisfaction, Quality Of Life, Measurement Theory +18
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
A. Parasuraman · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text
Structural Equations with Latent Variables.
Clifford C. Clogg, Kenneth A. Bollen · Contemporary Sociology A Journal of Reviews · 1991 · 17.6K citations
Measurement Theory, Factor Models, Education +20
A Conceptual Model of Service Quality and Its Implications for Future Research
A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 17.2K citations
Total Quality Management, Customer Satisfaction, Service Quality +14
Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence
Valarie A. Zeithaml · Journal of Marketing · 1988 · 12.7K citations · Full text
Total Quality Management, Customer Satisfaction, Consumer Study +18