Measuring physical distribution service quality

Comparative fit indexes in structural models.

Peter M. Bentler · Psychological Bulletin · 1990 · 23.9K citations

Social Sciences, Biostatistics, 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

Significance tests and goodness of fit in the analysis of covariance structures.

Peter M. Bentler, Douglas G. Bonett · Psychological Bulletin · 1980 · 18.3K citations

Social Sciences, Behavioral Sciences, Psychometrics +15

A Conceptual Model of Service Quality and Its Implications for Future Research

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry · Journal of Marketing · 1985 · 10K citations

Management, Marketing, Quality Management +16

Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence

Valarie A. Zeithaml · Journal of Marketing · 1988 · 9.8K citations

Business, Marketing, Marketing Management +17