Concepedia

Assessing the effects of service quality and justice on customer satisfaction and the continuance intention of mobile value-added services: An empirical test of a multidimensional model

Ling Zhao, Yaobin Lu, Long Zhang, Patrick Y.K. Chau

Decision Support Systems · 2011 · 344 citations · 92 references

References

92

Evaluating Structural Equation Models with Unobservable Variables and Measurement Error

Claes Fornell, David F. Larcker · Journal of Marketing Research · 1981 · 60.8K citations

Social Sciences, Educational Measurement, Econometrics +15

SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality

A. Parasuraman, Leonard L. Berry, Valarie A. Zeithaml · Zenodo (CERN European Organization for Nuclear Research) · 1988 · 21.2K citations · Full text

Business, Marketing, Marketing Management +12

The DeLone and McLean Model of Information Systems Success: A Ten-Year Update

William DeLone, Ephraim R. McLean · Journal of Management Information Systems · 2003 · 11.4K citations

Business, Information Systems, Information Technology +10

Information Systems Success: The Quest for the Dependent Variable

William DeLone, Ephraim R. McLean · Information Systems Research · 1992 · 10.6K citations

Business, Information Systems, Management Information Systems +9

A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations

Business, Marketing, Social Psychology +15