How to cite this paper
Tajzadeh-Namin, A., Pilevary, N & Tajzadeh-Namin, A. (2012). Measuring customer satisfaction using SERQUAL survey.Management Science Letters , 2(3), 933-938.
Refrences
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: a study of hospitals in a developing country. Social Science & Medicine 52, 1359–1370.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Dabholkar, P. A., Thorpe, D., & Rentz, J. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.
Liou, T.-S., & Chen, C.-W. (2006). Subjective appraisal of service quality using fuzzy linguistic assessment. International Journal of Quality & Reliability Management, 23(8), 928-943.
Magi, A., & Julander, C. (1996). Perceived service quality and customer satisfaction in a store performance framework. Journal of Retailing and Consumer Services, 3(1), 33-41.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL:A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64 (1), 12-40.
Parikh, D. (2005). Measuring retail service quality: an empirical study in a developing country. South Asian Journal of Management, 12(2), 43-57.
Tsaura, S.-H., Changb, T.-Y., & Yena, C.-H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23, 107–115.
Yeh, C.-H., & Kuo, Y.-L. (2003). Evaluating passenger services of Asia-Pacific international airports. Transportation Research Part E, 39, 35–48.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52 (3). 2-22.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268.
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika, 16(3), 297-334.
Dabholkar, P. A., Thorpe, D., & Rentz, J. (1996). A measure of service quality for retail stores: scale development and validation. Journal of the Academy of Marketing Science, 24(1), 3–16.
Liou, T.-S., & Chen, C.-W. (2006). Subjective appraisal of service quality using fuzzy linguistic assessment. International Journal of Quality & Reliability Management, 23(8), 928-943.
Magi, A., & Julander, C. (1996). Perceived service quality and customer satisfaction in a store performance framework. Journal of Retailing and Consumer Services, 3(1), 33-41.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A., Zeithaml, V., & Berry, L. (1988). SERVQUAL:A multiple-item scale for measuring consumer perception of service quality. Journal of Retailing, 64 (1), 12-40.
Parikh, D. (2005). Measuring retail service quality: an empirical study in a developing country. South Asian Journal of Management, 12(2), 43-57.
Tsaura, S.-H., Changb, T.-Y., & Yena, C.-H. (2002). The evaluation of airline service quality by fuzzy MCDM. Tourism Management, 23, 107–115.
Yeh, C.-H., & Kuo, Y.-L. (2003). Evaluating passenger services of Asia-Pacific international airports. Transportation Research Part E, 39, 35–48.
Zeithaml, V.A. (1988). Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. Journal of Marketing, 52 (3). 2-22.