Concepedia
Decision Support Systems · 2011 · 342 citations · 92 references
Customer SatisfactionQuality Of LifeService QualityService ResearchService StudyManagementBusinessConsumer ResearchMultidimensional ModelCustomer ParticipationMarketingCustomer Loyalty
92
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
The DeLone and McLean Model of Information Systems Success: A Ten-Year Update
William DeLone, Ephraim R. McLean · Journal of Management Information Systems · 2003 · 11.1K citations
Customer Satisfaction, Business Intelligence, Ten-year Update +14
Information Systems Success: The Quest for the Dependent Variable
William DeLone, Ephraim R. McLean · Information Systems Research · 1992 · 10.5K citations
Total Quality Management, Customer Satisfaction, Engineering +18
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Richard L. Oliver · Journal of Marketing Research · 1980 · 9.9K citations
Customer Satisfaction, Behavioral Decision Making, Consumer Study +24