The determinants of perceived service quality and its relationship with satisfaction

By Haksik Lee, Yong-Ki Lee, Dong-Keun Yoo. 2000

919 citations recorded by the source corpus.

Subfields: Information Systems and Management, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/575ecc3eae3015dd44f7faa70e9e434d9674225b

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

In Marketing

In Organizational Behavior and Human Resource Management

Citations in the corpus

Using SERVQUAL to Measure the Quality of the Classroom Experience (2008, methodology): “The 34 questions used to measure the six instructor rating constructs of the Brightman scale were taken verbatim from the Brightman et al. (1993) study.”
Customers' perceptions of online retailing service quality and their satisfaction (2004, background): “On the other hand, other researchers (e.g. Bitner et al., 1990; Carman, 1990; De Ruyter et al., 1997; Lee and Yoo, 2000) attempted to differentiate between these two constructs.”
An investigation into customer satisfaction levels in the budget accommodation sector in Scotland: a case study of backpacker tourists and the Scottish Youth Hostels Association (2006, background): “…this research the focus was not to enter into the already welldeveloped debate associated with expectations and quality/performance (Oh, 1999; Giese & Cote, 2000; ARTICLE IN PRESS R. Nash et al. / Tourism Management 27 (2006) 525–532 527 Lee et al., 2000; Choi & Chu, 2001; Ueltschy et al., 2002).”
Effect of eWOM stimuli and eWOM response on perceived service quality and online recommendation (2020, background): “It is found that these ‘engagement behaviors largely influence the benefits received’ (Gummerus et al., 2012; Lee et al., 2000).”
Attractiveness Factors Influencing Shoppers¡¯ Satisfaction, Loyalty, and Word of Mouth: An Empirical Investigation of Saudi Arabia Shopping Malls (2012, methodology): “…for different service settings is encouraged by the original developers of the instrument (Parasuraman et al, 1991) and other researchers (e.g., Carman, 1990; Cronin and Taylor, 1992; Lee et al., 2000; Kang and James, 2004) employed the SERVQUAL as an adequate measure for functional quality.”
Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future (2018, background): “Perceived quality service drives satisfaction, according to the study of Lee et al. (2000); Murray and Howat, (2002); similarly, according to the research by Ladhari, (2009), perceived quality service has direct and indirect effects on behavioral intentions.”
Influence of the Quality of Food, Service, and Physical Environment on Customer Satisfaction and Behavioral Intention in Quick-Casual Restaurants: Moderating Role of Perceived Price (2010, background): “Moreover, H. Lee, Lee, and Yoo (2000) examined the direction of causality between service quality and satisfaction.”
The relationships among perceived quality, perceived risk and perceived product value (2004, background): “However mixed findings in literature exist regarding the causal direction between these two concepts ( Lee et al. , 2000”
Satisfaction Emotions and Consumer Behavioral Intentions (2005, background): “, 1998; Yoon and Kim, 2000), basic understandings and definitions of satisfaction as a construct have yet to be established and commonly accepted, thus making it difficult, if not impossible, to compare results across studies (Giese and Cote, 2000; Lee et al., 2000; Yu and Dean, 2001).”
Customer satisfaction using low cost carriers (2011, background): “Lee et al. (2000) showed that the relative importance of all service quality dimensions on customer satisfaction varied according to industry.”
A dimension‐specific analysis of performance‐only measurement of service quality and satisfaction in China's retail banking (2004, methodology): “Performance-only measurement of service quality (SERVPERF) as identified by Cronin and Taylor (1992) among others (Babakus and Boller, 1992), has received significant conceptual and empirical support in services research (e.g. Boulding et al., 1993; Brown et al., 1993; Lee et al., 2000; Teas, 1993, ”