Effective measurement and analysis of service quality are an essential first step in its improvement. This paper discusses the development of neural network models for this purpose. A valid neural network model for service quality is initially developed. Customer data from a SERVQUAL survey at...

Dynamics in Service Quality Perceptions — A Longitudinal Approach to Evaluate the Outcome Dimension in Service Quality Perceptions -- National Customer Satisfaction Indices: A Critical Investigation from an Application Perspective -- The Link between Customer Satisfaction and Dealer...