Measuring perceived service quality in urgent transport service
Tóm tắt
Từ khóa
Tài liệu tham khảo
Anderson, 1988, Structural equation modeling in practice: a review and recommended two-step approach, Psychological Bulletin, 103, 411, 10.1037/0033-2909.103.3.411
Anderson, 1993, The antecedents and consequences of customer satisfaction for firms, Marketing Science, 12, 125, 10.1287/mksc.12.2.125
Babakus, 1992, An empirical assessment of the Servqual scale, Journal of Business Research, 24, 253, 10.1016/0148-2963(92)90022-4
Bagozzi, 1998, A general approach for representing constructs in organizational research, Organizational Research Methods, 1, 45, 10.1177/109442819800100104
Bagozzi, 1994, A general approach to representing multifaceted personality constructs: application to state self-esteem, Structural Equation Modeling, 1, 35, 10.1080/10705519409539961
Bagozzi, 1988, On the evaluation of structural equation models, Journal of Academy of Marketing Science, 16, 74, 10.1007/BF02723327
Baumgartner, 1996, Applications of structural equation modeling in marketing and consumer research: a review, International Journal of Research in Marketing, 13, 139, 10.1016/0167-8116(95)00038-0
Baumgartner, 1996, Exploratory consumer buying behaviour: conceptualization and measurement, International Journal of Research in Marketing, 13, 121, 10.1016/0167-8116(95)00037-2
Bentler, 1990, Comparative fit indexes in structural models, Psychological Bulletin, 107, 238, 10.1037/0033-2909.107.2.238
Bitner, 1990, Evaluating service encounters: the effects of physical surrounding and employees responses, Journal of Marketing, 54, 69, 10.2307/1251871
Bitner, 1992, Servicespaces: the impact of physical surroundings on customers and employee, Journal of Marketing, 56, 57, 10.2307/1252042
Bitner, 1994, Encounter satisfaction versus overall satisfaction versus quality, 72
Bitner, 1994, Critical service encounters: the employee's view, Journal of Marketing, 58, 95, 10.2307/1251919
Bollen, 1989, A new incremental fit index for general structural equation models, Sociological Methods and Research, 17, 303, 10.1177/0049124189017003004
Booms, 1981, Marketing strategies and organization structures for service firms, 47
Boomsma, 2001, The robustness of Lisrel modelling revisited, 139
Brady, M.K., 1997. Recoceptualizing Perceived Service Quality: Hierarchical Model. Unpublished Doctoral Dissertation. The Florida State University, Tallahassee.
Brady, 2001, Some new thoughts on conceptualizing perceived service quality: a hierarchical approach, Journal of Marketing, 5, 34, 10.1509/jmkg.65.3.34.18334
Buttle, 1996, SERVQUAL: review, critique, research agenda, European Journal of Marketing, 30, 8, 10.1108/03090569610105762
Buzzell, 1987
Capelleras, J.L., Veciana, J.M., 2002. Service quality in university education: an empirical assessment. In: 31st European Marketing Academy Conference, Braga, Portugal.
Carman, 1990, Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions, Journal of Retailing, 66, 33
Carman, 2000, Patient perceptions of service quality: combining the dimensions, Journal of Services Marketing, 49, 57
Chelladurai, 2000, Targets and standards of quality en sports services, Sport Management Review, 3, 1, 10.1016/S1441-3523(00)70077-5
Chumpitaz, R., Swaen, V., 2002. Service quality and brand loyalty relationships: investigating the mediating effect of customer satisfaction. In: 31st European Marketing Academy Conference, Braga, Portugal.
Churchill, 1979, A paradigm for developing better measures of marketing constructs, Journal of Marketing Research, 16, 64, 10.2307/3150876
Cronin, 1992, Measuring service quality: a rexamination and extension, Journal of Marketing, 56, 55, 10.2307/1252296
Curran, 2002, The noncentral chi-square distribution in misspecified structural equations models: finite sample results from a Monte Carlo simulation, Multivariate Behavioral Research, 37, 1, 10.1207/S15327906MBR3701_01
Czepiel, 1985
Dabholkar, 1996, A measure of service quality for retail stores: scale development and validation, Journal of the Academy of Marketing Science, 24, 3, 10.1007/BF02893933
Finn, A., Kayandé, U., 1997. Consistency of the relationship between retailer product and service quality. In: Fourth Recent Advances in Retailing and Services Science Conference, Scottsdale, Arizona.
Fornell, 1981, Evaluating structural equation models with unobservable variables and measurement error, Journal of Marketing Research, 27, 39, 10.2307/3151312
Fullerton, 2005, The service quality-loyalty relationship in retail services: does commitment matter?, Journal of Retailing and Consumer Services, 12, 99, 10.1016/j.jretconser.2004.04.001
Gefen, 2000, Structural equation modelling and regression: guidelines for research practice, Communications of the Association for Information Systems, 4, 1
Gerbing, 1992, Monte Carlo evaluations of goodness of fit indices for structural equations models, Sociological Methods and Research, 21, 132, 10.1177/0049124192021002002
Gibbons, 1998, Levels of aggregation in higher level confirmatory factor analysis: application for academic self-concept, Structural Equation Modelling, 5, 377, 10.1080/10705519809540113
Grönroos, 1982
Grönroos, 1984, A service quality model and its marketing implications, European Journal of Marketing, 18, 36, 10.1108/EUM0000000004784
Grönroos, 1990
Hair, 1999
Houston, 1998, The relationship between waiting in a service queue and evaluations of service quality, Psychology and Marketing, 15, 735, 10.1002/(SICI)1520-6793(199812)15:8<735::AID-MAR2>3.0.CO;2-9
Howat, 1996, Measuring customer service quality in sports and leisure centres, Managing Leisure, 1, 77, 10.1080/136067196376456
Hu, 1999, Cutoff criteria for fit indexes in covariance structure analysis: conventional criteria versus new alternatives, Structural Equation Modeling, 6, 1, 10.1080/10705519909540118
James, 1982
Jöreskog, 2001
Kearns, 1992
Kim, 1995, QUESC: an instrument for assessing service quality in sports and leisure centres, Managing Leisure, 1, 77
Kline, 1998
Ko, 2005, A hierarchical model of service quality for the recreational sport industry, Sport Marketing Quarterly, 14, 84
Law, 1998, Towards a taxonomy of multidimensional constructs, Academy of Management Review, 23, 741, 10.5465/amr.1998.1255636
Marsh, 1985, Application of confirmatory factor analysis to the study of self-concept: firs and higher order factor models and their invariance across groups, Psychological Bulletin, 97, 562, 10.1037/0033-2909.97.3.562
McDonald, 1990, Choosing a multivariate model: noncentrality and goodness of fit, Psychological Bulletin, 107, 247, 10.1037/0033-2909.107.2.247
McDougall, 1994, A revised view of service quality dimensions: an empirical investigation, Journal of Professional Service Marketing, 11, 189, 10.1300/J090v11n01_13
Medsker, 1994, A review of current practices for evaluating causal models in organizational behavior and human resources management research, Journal of Management, 20, 439, 10.1016/0149-2063(94)90022-1
Nunnally, 1978
Nurosis, 1993
Paik, 1999, A construct validity investigation of scores on a Japanese version of an academic self-concept scale for secondary school students, Educational and Psychological Measurement, 59, 98, 10.1177/0013164499591007
Parasuraman, 1985, A conceptual model of service quality and its implications for future research, Journal of Marketing, 49, 35, 10.2307/1251430
Parasuraman, 1988, Servqual: a multiple-item scale for measuring consumer perceptions of service quality, Journal of Retailing, 64, 12
Parasuraman, 1990
Parasuraman, 1991, Refinement and reassessment of the SERVQUAL scale, Journal of Retailing, 67, 420
Parasuraman, 1994, Alternative scales for measuring service quality: a comparative assessment based on psychometric and diagnostic criteria, Journal of Retailing, 70, 193, 10.1016/0022-4359(94)90032-9
Perugini, 2000, Predicting and understanding behavioral volitions: the interplay between goals and behaviours, European Journal of Social Psychology, 20, 705, 10.1002/1099-0992(200009/10)30:5<705::AID-EJSP18>3.0.CO;2-#
Rust, 1994, Service quality: insights and managerial implications from the frontier, 1
Satorra, 1988, Scaling corrections for chi-square statistics in covariance structure analysis, 308
Satorra, 1999, A scaled difference chi-square test statistic for moment structure analysis, Pychometrika, 66, 507, 10.1007/BF02296192
Spangenberg, 1996, Improving the store environment: do olfactory cues affect evaluations and behaviors?, Journal of Marketing, 60, 67, 10.2307/1251931
Steenkamp, 1998, Measurement invariance in cross-national consumer research, Journal of Consumer Research, 25, 78, 10.1086/209528
Steenkamp, 1991, The use of LISREL in validating marketing constructs, International Journal of Research in Marketing, 8, 283, 10.1016/0167-8116(91)90027-5
Steiger, 1990, Structural model evaluation and modification: an interval estimation approach, Multivariate Behavioral Research, 25, 173, 10.1207/s15327906mbr2502_4
Tabachnick, 1996
Taylor, 1994, Delays and the dynamics of service evaluations, Journal of the Academy of Marketing Science, 22, 254, 10.1177/0092070394223006
Teas, 1993, Expectations, performance evaluation, and consumer's perceptions of quality, Journal of Marketing, 57, 18, 10.2307/1252216
Terblanche, 2001, Measuring customer satisfaction with the controllable elements of the in-store shopping experience, South African Journal of Business Management, 32, 11, 10.4102/sajbm.v32i4.726
Westbrook, 1981, Sources of consumer satisfaction with retail outlets, Journal of Retailing, 57, 68
Widaman, 2003, On specifying the null model for incremental fit indices in structural equation modelling, Psycological Methods, 8, 16, 10.1037/1082-989X.8.1.16
Woehr, D.J., Arciniega, L.M., Fowler, O., 2003. Measuring work ethic: an examination of the measurement equivalence of English and Spanish versions of the multidimensional work ethic profile. In: The European Applied Business Research Conference, Venice, Italy.
Zeithaml, 1988, Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence, Journal of Marketing, 52, 2, 10.2307/1251446
Zeithaml, 1985, Problems and strategies in services marketing, Journal of Marketing, 49, 33, 10.2307/1251563