Concepedia

Strategic hospital services quality analysis in Indonesia

Putu Wuri Handayani, Achmad Nizar Hidayanto, Puspa Indahati Sandhyaduhita, Kasiyah, Dumilah Ayuningtyas

Expert Systems with Applications · 2014 · 105 citations · 21 references

DOI

Concepts

References

21

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

, , +12

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 8.9K citations

, , +13

Measuring Service Quality: A Reexamination and Extension

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1992 · 4.9K citations

, , +13

Customer value: The next source for competitive advantage

Robert B. Woodruff · Journal of the Academy of Marketing Science · 1997 · 4.6K citations

, , +14

Servperf versus Servqual: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality

J. Joseph Cronin, Steven A. Taylor · Journal of Marketing · 1994 · 2.8K citations

, , +16