References
- Araujo, D. & Spring, D.W. (2016). ‘Client-Centered Service: How to keep them Coming back for more.’ New York: Wiley.
- Asubonteng, P., McCleary, K.J. & Swan, J.E. (2006). ‘SERVQUAL revisited: A Critical Review of Service Quality.’ The Journal of Services Marketing, 10(6), pp.62-81.
- Babakus, E. and Boller, G.W. (2012). ‘An Empirical Assessment of SERVQUAL Scale.’ Journal of Business Research, 24(3), pp.253-268.
- Badri, N. & Badri, H.A.H. (2008). ‘Measuring Perceived Service Quality in an Information Technology Centre in UAE.’ International Journal of Quality and Reliability Management, 20(4), pp.458-472.
- Balachandran, S., Voelker, R. & Bahl, J. (2013). ‘Work Relationships in Telephone Call Centers: Understanding Emotional Exhaustion and Employee Withdrawal.’ Journal of Management Studies, 39(4), pp.471-496.
- Beaven, Y. & Scotti, V.A. (2000). ‘A Review of Theoretical Debates on the Measurement of Service Quality: Implications for Hospitality Research.’ Journal of Hospitality & Tourism Research, 26(3), pp.199-216.
- Berry, R. (1985). ‘Service Quality in Rural Tourism: A Perspective Approach.’ Conference on Tourism in India-Challenges Ahead, India, pp.424-431.
- Biscaia, R., Yoshida, M. & Kim, Y. (2021). ‘Service quality and its effects on consumer outcomes: a meta-analytic review in spectator sport.’ European Sport Management Quarterly, 23(3), pp.897-921. https://doi.org/10.1080/16184742.2021.1938630.
- Brady, M.K. & Cronin, J.J. (2011). ‘Assessing the Effects of Quality, Value, and Customer Satisfaction on Consumer Behavioral Intentions in Service Environments.’ Journal of Retailing, 76(2), pp.193-218.
- Correa, J.C. (2017). ‘The Effects of the Service Environment on Consumer Perception of Waiting time: An Integrative Review and Research Propositions.’ Journal of the Academy of Marketing Science, 24(4), pp.338-349.
- Cunningham, M.G., Young, R. & Lee, J.S. (2004). ‘Service Quality in the Banking Industry: An Assessment in a Developing Economy.’ The Journal of Services Marketing, 13(2), pp.132-150.
- Curry, E. (2002). ‘Customers’ Perception of the Quality of Physiotherapy Services in Dundee, Scotland.’ Group and Organization Management, 18, pp.153-187.
- Edvardsson, B. (2015). ‘Making Service Quality Improvement Work.’ Managing Service Quality, 6(1), pp.49-52.
- Eposi, E.M. (2023). ‘Evaluation of Customers’ Expectations and Perceptions of Service Quality Dimensions: A Study of South African Post Office in the North-West Province.’ International Review of Management and Marketing, 13(6), pp.29-42. https://doi.org/10.32479/irmm.14876.
- Eshghi, H., Roy, E.H. & Ganguli, S.T. (2008). ‘Gearing Service Quality into Public and Private Hospitals in Small Islands: Empirical Evidence from Cyprus.’ International Journal of Health Care Quality Assurance, 21(1), pp.8-23.
- Fishbein, G.R. & Ajzen, J.R.B. (1975). Consumers and Services. New York: John Wiley and Sons Ltd.
- Gbobadian, C., Speller, H.R. & Jones, P. (2013). ‘Customer Satisfaction Toward Truemove Customer Service.’ International Marketing Master Thesis, from Mälardalen University Database.
- Grönroos, C. (1984). ‘The Six Criteria of Good Perceived Service Quality.’ Review of Business, 9, pp.10-13.
- Hogan, E.J. (2010). ‘Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses.’ Journal of Marketing, 54(2), pp.69-82.
- Jahmani, A., Bourini, I. & Jawabreh, O.A. (2020). "The relationship between service quality, client satisfaction, perceived value and client loyalty: a case study of Fly Emirates." Cuadernos De Turismo, 45, pp.219-238. https://doi.org/10.6018/turismo.426101.
- Jain, E.W. & Gupta, B.A. (2004). ‘Determinants of Continuity in Conventional Industrial Channel dyads.’ Marketing Science, 8(4), pp.310-323.
- James, K.H. (2017). ‘Social Regard: A link Between Waiting for Service and Service Outcomes.’ International Journal of Hospitality Management, 25, pp.34-53.
- Kang, G.K. (2016). ‘Service Quality and its Impact on Customer Patronage Towards Mobile Sector of Tamilnadu.’ Asia Pacific Journal of Research, 1(XVII), pp.140-141.
- Kasper, O.A. (2016). ‘Measurement of Quality in Saudi Arabian Service Industry.’ International Journal of Quality and Reliability Management, 17(9), pp.949-965.
- Kelkar, S.S. (2010). ‘Determinants of Customer Satisfaction with Hospitals: A Managerial Model.’ International Journal of Health Care Quality Assurance, 11(6), pp.135-148.
- Kotler, P. & Armstrong, K.L. (2010). Marketing Management (12th ed.). Upper Saddle River, New Jersey: Pearson Prentice Hall.
- Kotler, P. (2000). Principles of Marketing (10th ed.). New Jersey: Pearson Prentice Hall.
- Kouthoris, J.K. & Alexandris, J.J. (2013). ‘Service Quality gaps in Cellular Telecommunication Service Providers in Andhra Pradesh, India.’ Total Quality Management, 11(8), pp.1081-1094.
- Kumar, A.K. (2009). ‘The Relative Importance of Critical Factors in Delivering Service Quality of Banks in Malaysia.’ TQM and Business Excellence, 15(9–10), pp.1179-1198.
- Lovelock, C. & Gummersson, J. (2014). Service Marketing- People, Technology, Strategy. Pearson Prentice Hall, New Jersey.
- Lovelock, M.J. & Wirtz, M.L. (2011). ‘Servicescapes: The Impact of Physical Surroundings on Customers and Employees.’ Journal of Marketing, 56(2), pp.57-71.
- Lusch, J.C. & Vargo, K.B. (2011). ‘Taiwanese Tourists Perceptions of Service Quality on Outbound Guided Package Tours: A Qualitative Examination of the SERVQUAL Dimensions.’ Journal of Vacation Marketing, 15(2), pp.164-178.
- McDougal, B. & Levesque, S.T. (2014). ‘Measuring and Evaluating Business Students' Satisfaction Perceptions at Public and Private Universities in Jordan.’ Asian Journal of Marketing, 3(2), pp.33-51.
- Moeller, L. (2010). ‘Improving the odds of TQM’s Success.’ Quality Progress, 27, pp.61-63.
- Negi, G.W. (2009). ‘The Effect of Perceived Service Quality on Satisfaction in the Telecommunication Industry in Mumbai, India.’ Journal of Service Research, 1(1), pp.18-31.
- Ogbadu, E.E. (2012). ‘Imperative of Service Quality in Nigeria Banking Industry.’ Kuwait Chapter of Arabian Journal of Business and Management Review, 2(1), pp.59-72.
- Ogungbade, D.R. (2015). ‘Exploring the Relationship Between Service Quality and Customer Patronage in the Nigeria Telecommunication Industry.’ Dubai Conference, Paper ID: D542.
- Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1985). ‘A Conceptual Model of Service Quality and its Implications for Future Research.’ Journal of Marketing, 49(5), pp.41-50.
- Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). ‘SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality.’ Journal of Retailing, 64(5), pp.21-40.
- Pawar, J., Beltagui, A. & Riedel, D.V. (2009). ‘The Influence of Multiple Store Environment cues on Perceived Merchandise Value and Patronage Intentions.’ Journal of Marketing, 66(2), pp.120-141.
- Perez, J.C., Abad, A.A., Carrillo, H.W. & Fernandez, J.A. (2007). ‘A Model of Distributor firm and Manufacturer firm Working Partnerships.’ Journal of Marketing, 54(1), pp.42-58.
- Qing, W., Amin, M.B., Gazi, M.A.I., Khan, W., Masud, A.A. & Alam, M.N. (2023). ‘Mediation Effect of Technology Adaptation Capabilities Between the Relationship of Service Quality Attributes and Customer Satisfaction: An Investigation on Young Customers Perceptions Toward E-Commerce in China.’ IEEE Access, 11, pp.123904-123923. https://doi.org/10.1109/access.2023.3328775.
- Rizan, M., Wakokka, A. & Listyawati, D. (2014). ‘Perceived Service Quality and Patronage of Service.’ Journal of Marketing Research and Case Studies, 2, pp.1-2.
- Rust, E. & Oliver, G. (1994). ‘Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation.’ Health Services Research, 26(6), pp.767-786.
- Schneider, B. & White, D.E. (2014). ‘The Service Organization: Human Resources Management is Crucial.’ Organizational Dynamics, 21, pp.39-52.
- Sivesan, S. (2012). ‘Impact of Service Quality on Customer Patronage in the Banking Sector.’ South Asian Academic Research Journal, 2(1), pp.179-191.
- Suhartini, Y. (2023). ‘Analysis of The Influence of Tangibles, Empathy, Responsiveness of Service Quality on Student Parents Satisfaction.’ RIGGS: Journal of Artificial Intelligence and Digital Business, 1(2), pp.51-57. https://doi.org/10.31004/riggs.v1i2.61.
- Thames, D.Y. (1996). Statistics for Management and Economics (6th ed.). Oxford University Publisher, London.
- Wilson, J.G. (2008). ‘Service Recovery’s Influence on Consumer Satisfaction, Positive word of Mouth and Purchase Intentions.’ Journal of Business Research, 54, pp.11-24.
- Yanti, I.D. & Astuti, M. (2023). ‘Influencing Factors on Housing Purchase Decisions: Promotion, Product Quality, and Price.’ Indonesian Journal of Law and Economics Review, 18(4). https://doi.org/10.21070/ijler.v18i4.970.