Upload
ravi-shankar
View
40
Download
1
Tags:
Embed Size (px)
Citation preview
143
REFERENCES
Abdullah, F. (2006), “The Development of Heduperf: A New Measuring Instrument of
Service Quality for the Higher Education Sector”, International Journal of Consumer
Studies, Vol. 30, No. 6, pp. 569-581.
Akroush, M. (2006), “The Services Marketing Mix Paradigm: Is it Still Appropriate for
Today‟s Service Business?”, AL-Balqa Journal for Research and Studies, June, Vol. 11,
No. 2, pp. 49-74.
Akroush, M. (2008a), “The Effect of Service Quality on Banks Marketing Performance:
An Empirical Investigation of Managers Perspectives”, Journal of Dirasat Administrative
Sciences. Vol.35, No.1, pp. 199-218.
Akroush, M. (2008b), “Exploring the Mediation Effect of Service Quality
Implementation on the Relationship between Service Quality and Performance in the
Banking Industry in Jordan”, Global Business and Economics Review, Vol. 10, No.1, pp.
98-122.
Albrecht, K. and Zemke, R. (1985), “Service America: Doing Business in the New
York”,. In Lewis, B. R. (1991), “Service Quality: An International Comparison of Bank
Customers Expectations and Perceptions”, Journal of Marketing Management, Vol. 7,
No.1, pp. 47-62.
Aldridge, S. and Rowley, J. (1998), “Measuring Customers Satisfaction in Higher
Education”, Quality Assurance in Education, Vol. 6, pp. 197-204.
Allen, J. and Davis, D. (1991), “Searching for Excellence in Marketing Education: The
Relationship between Service Quality and Three Out-Come Variables”, Journal of
Marketing Education, Vol. 13, pp. 47-54.
AL-Shurah, M. (2004), “Customers Evaluation for the Physical Evidence and Employees
at Fast Food Restaurants – KFC: An Empirical Study”, Mu’tah Lil-Buhuth wad-Dirasat,
Vol.19, No.2, pp. 189-214.
Alves, A. R. and Vieira A. (2006), “SERVQUAL as a Marketing Instrument to Measure
Service Quality in Higher Education Institutions”, Second International Conference:
Product Management Challenges of the Future, Poznan: Poland.
AMA Brussels (1988), Service: The Competitive Edge, American Management Associate
Europe Study, Management Center Europe: Brussels.
Anderson, E. (1995), “High Tech vs. High Touch: A Case Study of TQM Implementation
in Higher Education”, Managing Service Quality, Vol. 5, No.2, pp.48-56.
144
Anderson, E.W. and Anderson, T. W. (1984), An Introduction to Multivariate Statistical
Analysis, (2 Ed.), Wiley: New York.
Anderson, E. W. and Fornell, C. (1994), “Firm, Industry, and National Indices of
Customer Satisfaction: Implications for Services”, Service Quality: New Directions in
Theory and Practice, In (Eds.) Rust R T. and Oliver R. L., Sage Publications: Thousand
Oaks, CA, pp. 241-268.
Anderson, E. W., Fornell, C. and Mazvancheryl, S. K. (2004), “Customer Satisfaction
and Shareholder Value”, Journal of Marketing, Vol.68, No.4, pp. 172-185.
Angell, R. J., Heffernan, T. W. and Megicks, P. (2008), “Service Quality in Postgraduate
Education”, Quality Assurance in Education, Vol. 16, No.3, pp. 236-254.
Arbuckle, I. L. and Wothke, W. (1998), Amos 4.0 User’s Guide, Small Waters –
Corporation: Chicago. IL.
Athiyaman, A. (1997), “Linking Student Satisfaction and Service Quality Perceptions:
The Case of University Education”, European Journal of Marketing, Vol. 31, No. 7, pp.
528-40.
Babakus, E. and Boller, G. (1992), “An Empirical Assessment of the SERVQUAL
Scale”, Journal of Business Research, Vol. 24, pp. 253-68.
Babakus, E. and Mangold, W. G (1992), “Adapting the SERVQUAL Scale to Hospital
Services: An Empirical Investigation”, Health Service Research, Vol. 26, No. 6, pp. 767-
780.
Baker, J. (1986). “The Role of the Environment in Marketing Services: The Consumer
Perspective”, in The Services Challenge: Integrating for Competitive Advantage, Czepiel
J. A. et al. (Eds), Small Waters – Corporation: Chicago, pp. 79-84.
Banwet, D. K. and Datta, B. (2003), “A Study of the Effect of Perceived Lecture Quality
on Post-Lecture Intentions”, Work Study, Vol. 52, No. 5, pp. 234-243.
Barnes, J. G. and Cumby, J. A. (1995), “The Cost of Service Quality: Extending the
Boundaries of Accounting Systems to Enhance Customer Value, in Glynn, W. J. and
Barnes, J. G (Ed.) Understanding Services Management: Integrating Marketing,
Organizational Behaviour, Operations and Human Resources Management, Wiley:
Chichester, pp. 178-202.
Baron, R. M. and Kenny, D. A. (1986), “The Moderator-Mediator Variable Distinction in
Social Psychological Research: Conceptual, Strategic and Statistical Considerations”,
Journal of Personality and Social Psychology, Vol. 51, pp. 1173-1182.
145
Bateson, J. E. G. (1995), Managing Service Marketing, 3rd Ed., Dryden Press: Fort
Worth, TX.
Baumgartner, H. and Christian H. (1996), “Applications of Structural Equation Modeling
in Marketing and Consumer Research: A Review”, International Journal of Research in
Marketing, Vol. 13, No.2, pp. 139-161.
Bayraktaroglu, G. and Atrek, B. (2010), “Testing the Superiority and Dimensionality of
SERVQUAL vs. SERVPERF in Higher Education”, The Quality Management Journal,
Vol. 17, No. 1, pp. 47-59.
Bemowski, K. (1991), “Restoring the Pillars of Higher Education”, Quality Progress,
October, pp. 37-42.
Bendixen, M., Bukasa, K. A. and Abratt, R. (2004), Brand Equity in the Business-to
Business Industrial Marketing Management, Vol.33, No.5, pp.371-380.
Bentler, P. M. (1990), “Comparative Fit Indexes in Structural Models”, Psychological
Bulletin, Vol. 107, No. 2, pp. 238-246.
Bernstein I. H. (1987), Applied Multivariate Analysis, Springer: Verlag.
Berry, L. L. (1980), “Services Marketing is Different”, Business, Vol. 30 (May-June),
pp.24-29.
Berry, L. L. (1983), “Relationship Marketing”, in Berry, L. L., Shostack, G. L. and Upah,
G. D. (Eds), Emerging Perspectives on Services Marketing, American Marketing:
Chicago, IL, pp. 25-28.
Berry L. L., Bennett D. R. and Brown C. W. (1989), Service Quality: A Profit Strategy
for Financial Institutions, Dow-Jones Irwin: Homewood, IL.
Berry, L. L. and Parasuraman, A. (1991), Marketing Services: Competing Through
Quality, The Free Press: New York.
Berry L. L., Zeithaml V. A. and Parasuraman A. (1985), “Quality Counts in Services,
too”, Business Horizons, May-June, pp. 44-52.
Bhattacharyya, S. K. and Rahman, Z. and Sharma, A. K. (2002), “How do Prospective
Candidates Evaluate a Business School”, Paradigm, Vol.6, No.2, pp.11-21.
Birn, R., Hague, P. and Vangelder, P. (1990), A Handbook of Market Research
Techniques, Kogan Page: London.
Bitner, M. J. (1990), “Evaluating Service Encounters: the Effects of Physical
Surroundings and Employee Responses”, Journal of Marketing, April, pp. 69-82.
146
Bitner, M. J. (1992), “Servicescapes: the Impact of Physical Surroundings on Customers
and Employees”, Journal of Marketing, Vol. 56, April, pp. 57-71.
Bitner, M. J., Booms, B. H. and Tetreault, M. S. (1990), The Service Encounter:
Diagnosing Favorable and Unfavorable Incidents”, Journal of Marketing, Vol. 54, pp.
71-84.
Bitner, M. J., and Hubbert, A. R. (1994), “Encounter Satisfaction Versus Overall
Satisfaction Versus Quality”, in Rust, R. T. and R. L. Oliver (Eds.), Service Quality: New
Directions in Theory and Practice, Sage Publications: Thousand Oaks, CA, pp. 72-94.
Bitran, G. and Lojo, H. (1993), “A Framework for Analysing Service Operations”,
European Management Journal, Vol. 11, No. 3, pp. 271-282.
Bliemel, F. and Leone, R. (1998), “Why do They Keep Coming Back? Customer
Retention and Barrier to Change from the Customer Perspective”, in 14th IMP Annual
Conference Proceedings, Alinen-Kaila, Nummela (Eds), Turku.
Boaden, R. J. and Dale, B. G. (1992), “Teamwork in Services: Quality Circles by
Another Name?”, International Journal of Service Industry Management, Vol. 4, No. 1,
pp. 5-24.
Bollen, K. A. (1989), Structural Equation with Latent Variables, John Wiley and Sons,
Inc: New York.
Bolton, R. and Drew, J. H. (1991), “A Multistage Model of Customers Assessment of
Service Quality and Value”, Journal of Consumer Research, Vol.17, No.4, pp. 375-84.
Booth, A. (1997), “Listening to Students‟ Experiences and Expectations in the Transition
to a History Degree”, Studies in Higher Education, Vol. 22, pp. 205-16.
Boulding, W., Kaira, A., Stelin, R. and Zeithaml, V. A. (1993), “A Dynamic Process
Model of Service Quality: From Expectations to Behavioral Intentions”, Journal of
Marketing Research, No. 30, February, pp. 7-27.
Bourke, A. (1997), “The Internationalisation of Higher Education”, Higher Education
Quarterly, 51, pp. 325-346.
Bourner, I. and Flowers, S. (1997), “Teaching and Learning Methods in Higher
Education: A Glimpse of the Future”, Reflections on Higher Education, No. 9, pp. 77-
102.
Bozzo, C. (2001), “Regular and Stable Industrial Buying Behavior: Classification Based
on the Determinants of Customer‟s behavior”, in 17th IMP Annual Conference
Proceedings, Oslo.
147
Brady, M. K. and Cronin, Jr. J. (2001), “Some New Thoughts on Conceptualizing
Perceived Service Quality: Hierarchical Approach”, Journal of Marketing, Vol.65, No.3,
pp. 34-39.
Brady, M. K., Cronin, J. J., Brand R. R. (2002), “Performance-only Measurement of
Service Quality: A Replication and Extension”, Journal of Business Research, Vol. 55,
pp. 17-31.
Brennan, M. (1997), “The Effect of Question Tone on Response to Open-Ended
Questions”, Marketing Bulletin, Vol. 8, May, pp. 66-72.
Brigham, S. (1994), 25 Snapshots of a Movement: Profiles of Campuses Implementing
CQI, American Association for Higher Education: Washington, DC.
Brown, D. J. and Koenig, H. F. (1993), “Applying Total Quality Management to
Business Education”, Journal of Education for Business, July/August, pp. 325-329.
Brown, G. S. and Bakhtar, M. (1998), “Style of Lecturing: a Study and its Implications”,
Research Papers in Higher Education, Vol. 3, pp. 131-53.
Brown, M. W. and Cudeck, R. (1993), “Alternative Ways of Assessing Model Fit” in
Bollen, K. A. and Long, S. (Eds.), Testing Structural Equation Model, pp. 136-162, Sage:
Newbury Park, CA.
BSI Quality Assurance (1995), Guidance Notes on the Application of BS EN ISO 9000
for Quality Management Systems in Education and Training, BSI Quality Assurance:
London.
Burrows, A. and Harvey, L. (1992), “Defining Quality in Higher Education: The
Stakeholder Approach”, AETT Conference on „Quality in Education’, University of
York, 6-8 April.
Buttle, F. (1996), “SERVQUAL: Review, “Critique, Research Agenda”, European
Journal of Marketing, Vol. 30, Issue 1, pp.8-32.
Buzzell, R. D. and Gale, B.T. (1987), The PIMS Principles: Linking Strategy to
Performance, The Free Press: New York.
Byrne, B. M. (2001), Structural Equation Modeling with AMOS: Basic Concepts,
Applications, and Programming, Mahwah, Lawrence Erlbaum Associates, Inc: NJ.
Calder, B. J. (1977), Focus Groups and the Nature of Qualitative Marketing Research.
Journal of Marketing Research, Vol. 14, pp. 353-364.
148
Cannon, J. P and Sheth, J. N. (1994), “Developing a Curriculum to Enhance Teaching of
Relationship Marketing”, Journal of Marketing Education, Summer, pp. 3-14.
Capon, N., Farly, J. U., and Hoenig, S. M. (1990), “A Meta-Analysis of Financial
Performance” Management Science, Vol. 16, pp. 1143-59.
Carman, J. M. (1990), “Consumer Perceptions of Service Quality: an Assessment of the
SERVQUAL Dimension”, Journal of Retailing, Vol. 66, No. 1, pp. 33-55.
Carmeli, A. and Tishler, A. (2005), “Perceived Organizational Reputation and
Organizational Performance: An Empirical Investigation of Industrial Enterprises”,
Corporate Reputation Review, Vol.8, No.1, pp.13-20.
Caro L. M. and J. A. M Garcı´a (2008), “Developing a Multidimensional and
Hierarchical Service Quality Model for the Travel Agency Industry”, Tourism
Management, Vol. 29, pp. 706-720.
Caruana, A., Ramasashan, B., and Krentler, K. A. (2004), “Corporate Reputation,
Customer Satisfaction, and Customer Loyalty: What is the Relationship?” in H. E. Spotts
(Ed.), Proceedings: Developments in Marketing Science, Vol. 27, Academy of Marketing
Science: Coral Gables, FL.
Cassell, C. and Symon, G. (2004), Essential Guide to Qualitative Methods in
Organizational Research, Sage: London.
Cavana, R., Delahaye, B. and Sekaran, U. (2001), Applied Business Research:
Qualitative and Quantitative Methods, (3rd ed.), John Wiley and Sons: Australia.
Chapman, M. K. (1969), “The World Prosperity through Quality”, Quality Assurance in
Education, December, pp. 28-31.
Chapman, R. (1979), “Pricing Policy and the College Choice Process”, Research in
Higher Education, Vol. 10, No. 37, pp. 57.
Chaudhuri, A. and Holbrook, M. (2001) “The Chain of Effects from Brand Trust and
Brand Affect to Brand Performance: The Role of Brand Loyalty”, Journal of Marketing,
Vol. 65, No. 2, pp. 81-93.
Cheng, Y. C. and Tam, W. M. (1997), “Multi-Models of Quality in Education”, Quality
Assurance in Education, Vol. 5, pp. 22-31.
Chou S. (2004), “Evaluating the Service Quality of Undergraduate Nursing Education in
Taiwan – Using Quality Function Deployment”, Nurse Education Today, Vol. 24, Issue
4, pp. 310-318.
149
Chu, K. H. L. and Murrmann, S. K. (2006), “Development and Validation of the
Hospitality Emotional Labor Scale” Tourism Management, Vol. 27, No. 6, pp. 1181-
1191.
Chua, C. (2004), “Perception of Quality in Higher Education”, Proceedings of the
Australian Universities quality forum 2004, Australian Universities Quality Agency:
Melbourne.
Chumpitaz, R. and Paparoidamis, N. G. (2004), “Service Quality and Marketing
Performance in Business-to-Business Markets: Exploring the Mediating Role of Client
Satisfaction”, Managing Service Quality, Vol. 14, Issue 2/3, pp. 235-248.
Chun, R. (2005), “Corporate Reputation: Meaning and Measurement”, International
Journal of Management Reviews, Vol. 7, No. 2, pp. 91-109.
Churchill, G. A. (1979), “A Paradigm for Developing Better Measures of Marketing
Constructs," Journal of Marketing Research, Vol. 16, pp. 64-73.
Churchill, G. A. and Iacobucci, D. (2002), Marketing Research: Methodological
Foundations. (8th ed.), Harcourt College Publishers: Orlando.
Clow, K. E. and Vorhies, D. W. (1993) “Building a Competitive Advantage for Service
Firms”. Journal of Services Marketing, Vol. 7, No. 1, pp. 22-32.
Coate, L. E. (1990), “TQM at Oregon State University”, Journal for Quality and
Participation, Vol. 13, pp. 90-101.
Collier, D. A. (1990), “Measuring and Managing Service Quality”, in Bowen, D.E.,
Chase, R. B. and Cummings, T. G. (Eds), Service Management Effectiveness, Jossey-
Bass: San Francisco, CA.
Colling, C. and Harvey, L. (1995), “Quality Control, Assurance and Assessment – the
Link to Continuous Improvement”, Quality Assurance in Education, Vol. 3, No. 4, pp.
30-34.
Conant, J., Brown, J. and Mokwa, M. (1985), “Students are Important Consumers:
Assessing Satisfaction in a Higher Education Context”, Journal of Marketing Education,
Vol. 7, No. 2, pp. 13-20.
Cook, M. J. (1997), “A Student Perspective of Service Quality in Education”, Total
Quality Management, Special Issue Proceedings of the 2nd World Congress for Total
Quality Management: The Quality Journey, Vol.8, No. 2 and 3, pp. 120-125.
Cooper, D. R. and Schindler, P. S. (2000), Business Research Methods, Tata McGraw-
Hill: New Delhi.
150
Cope, R. and Sherr, L. (1991), Total Quality Management for Organisation: Concepts
and Tools, A Handbook for Tertiary Education, Technical and Further Education,
National Center for Research and Development: Lea Brook.
Crawford, F. (1991), Total Quality Management, Committee of Vice-Chancellors and
Principals Occasional Paper: London.
Cronin, J. (2003), “Looking Back to see Forward in Services Marketing: Some Ideas to
Consider”, Managing Service Quality, Vol. 13, No. 5, pp. 332-337.
Cronin, J. J. Jr and Taylor, S. A. (1992), “Measuring Service Quality: a Reexamination
and Extension”, Journal of Marketing, Vol. 56, No. 3, pp. 55-68.
Cronin, J. J. Jr and Taylor, S. A. (1994), “SERVPERF versus SERVQUAL: Reconciling
Performance-Based and Perceptions-Minus-Expectations Measurement of Service
Quality”, Journal of Marketing, Vol. 58, January, pp. 125-131.
Crosby, P. B. (1979), Quality is Free, McGraw Hill: New York.
Crosby, L. A., Evans, K. R. and Cowles, D. (1990), “Relationship Quality in Services
Selling: an Interpersonal Influence Perspective”, Journal of Marketing, Vol. 54, July,
pp.68-81.
Cunningham L. F. and Young C. E. (2002), “Cross Cultural Perspectives of Service
Quality and Risk in Air Transportation”, Journal of Air Transportation, Vol.7, No.1,
pp.3-26.
Dabholkar P. A (1995), “Contingency Framework for Predicting Causality between
Customer Satisfaction and Service Quality”, Advances in consumer research, Vol. 22, pp.
101-108.
Dabholkar, P A., Dayle I. T. and Joseph O. R. (1996), “A Measure of Service Quality for
Retail Stores: Scale Development and Validation”, Journal of the Academy of Marketing
Science, Vol. 24, pp. 13-16.
Dabholkar, P. A., Shepherd, C. D. and Thorpe, D. I. (2000), “A Comprehensive
Framework for Service Quality: An Investigation of Critical Conceptual and
Measurement Issues through a Longitudinal Study”, Journal of Retailing, Vol.76, No. 2,
pp.139-173.
Dagger, T. and Sweeney, J.C. (2007), “Service Quality Attribute Weights: How do
Novice and Long-Term Customers Construct Service Quality Perceptions?”, Journal of
Service Research, Vol. 10, No. 1, pp. 22-42.
151
Dagger T. S., Sweeney J. C. and Johnson L. W. (2007), “A Hierarchical Model of Health
Service Quality: Scale Development and Investigation of an Integrated Model”, Journal
of Service Research, Vol. 10, No. 2, pp. 123-142.
Dahlgaard, P. S. M. (2001), The Human Dimension in TQM, Learning, Training and
Motivation, Department of Management and Economics, Linko Ping University: Linko
Ping.
Datta, B. (2003), Select Studies in Service Quality Management: Conceptualization,
Assessment and Modeling, Unpublished PhD Thesis, IIT Delhi.
Davies, G., Chun, R., Vinhas Da Silva, R. and Roper, S. (2002), Corporate Reputation
and Competitiveness, Routledge: London.
Davies, G., Chun, R., Vinhas Da Silva, R. and S. Roper, S. (2003) Corporate Reputation
and Competitiveness, Routledge: London.
Dawis, R. (1987), “Scale Construction”, Journal of Counseling Psychology, Vol. 34, No.
4, pp. 481-489.
Deming W. E. (1986), Out of the Crisis, MIT Center for Advanced Engineering Study:
Cambridge, MA.
Department of Education (1993), The Charter for Higher Education, HMSO: London.
Deshmukh V. P., Renushe N. N., Shinde, S. P. and Jadhav N. R. (2010), “A Comparative
Study of Performance Measurement in Select Professional Management Institutions: A
Case Study of Karad City”, International Journal of Enterprise Computing and Business
Systems, Vol.1, No.2, pp. 42-65.
DiDominico E. and Bonnici J. (1996), “Assessing Service Quality within the Educational
Environment”, Education, Vol. 116, pp. 353-360.
Donthu, N. (1991), “Quality Control in Services Industry”, Journal of Professional
Services Marketing, Vol. 7, No. 1, pp. 31-54.
Dorweiler, V. P. and Yakhou, M. (1994), “Changes in Professional Degree Programs in
the USA: an Environmental Analysis of Professional Education Requirements”, Higher
Education Research and Development, Vol. 13, No. 2, pp. 231-251.
Dotchin, J. A. and Oakland, J. S. (1994a), “Total Quality Management in Services, Part I:
Understanding and Classifying Services”, International Journal of Quality and
Reliability Management, Vol. 11, No. 3, pp. 9-26.
152
Dotchin, J. A. and Oakland, J. S. (1994b), “Total Quality Management in Services, Part
II: Service Quality", International Journal of Quality and Reliability Management, Vol.
11, No. 3, pp. 27-42.
Dotchin, J. A. and Oakland, J. S. (1994c), “Total Quality Management in Services, Part
III: Distinguishing Perceptions of Service Quality”, International Journal of Quality and
Reliability Management, Vol. 11, No. 4, pp. 6-28.
Douglas, J., McClelland, R., and Davies, J. (2008), “The Development of a Conceptual
Model of Student Satisfaction with their Experience in Higher Education”, Journal of
Quality Assurance in Education, Vol. 16, No. 1, pp. 19-35.
Dowling, Grahame R. (2001), Creating Corporate Reputations, Oxford University Press:
Oxford.
Du, S., Bhattacharya C. B. and Sen S. (2010), “Maximizing Business Returns to
Corporate Social Responsibility (CSR): The Role of CSR Communication”, International
Journal of Management Reviews, Vol. 12, Issue 1, pp. 8-19.
Duncan, E. and Elliot, G. (2002), “Customer Service Quality and Financial Performance
among Australian Retail Financial Institutions”, Journal of Financial Services Marketing,
Vol. 7, No. 1, pp. 25-41.
Edwell, P. (1993), “Total Quality and Academic Practice”, Change, May–June, pp. 58-
64.
Ehrenberg, R. H. and Stupak, R. J. (1994), “Total Quality Management: Its Relationship
to Administrative Theory and Organizational Behavior in the Public Sector”, Public
Administration Quarterly, Vol. 18, No. 1, pp. 75-92.
Eiglier, P. and Langeard, E. (1993), Servuction, Le Marketing des Services, (4th ed.),
Ediscience International: Paris, Quoted in Grönroos C., (2006), “Adopting a Service
Logic for Marketing” Marketing Theory, Vol. 6, No. 3, pp. 317-333.
Ellis, R. (1993), “A British Standard for University Teaching?” in Ellis, R. (Ed.), Quality
Assurance for University Teaching, OUP: Buckingham.
Ennew, C. T. and Binks, M. R. (1996), “The Impact of Service Quality and Service
Characteristics on Customer Retention: Small Businesses and Their Banks in The UK”,
British Journal of Management, Vol. 7, No. 3, pp. 219-230.
Entwistle, N. and Tait, H. (1990), “Approaches to Learning, Evaluation of Teaching and
Preferences of Contrasting Academic Environments”, Higher Education, Vol. 19, pp.
174-183.
153
Eriksen, S. D. (1995), “Total Quality Management and Transformation from an Elite to
Mass System of Higher Education in UK”, Quality Assurance in Education, Vol. 3, No.
1, pp. 101-114.
Ernst and Young (2011), www.ey.com/.../EDGE2011_ report_Indian%20Higher%20
Education...accessed on 11/11/2011.
Espinoza, M. M. (1999), “Assessing the Cross-Cultural Applicability of a Service Quality
Measure: A Comparative Study between Quebec and Peru”, International Journal of
Service Industry Management, Vol. 10, No. 5, pp. 449-468.
Ewell, P. T. (1993), “Total Quality and Academic Practice: the Idea we‟ve been Waiting
for?”, Change, May/June, pp. 49-55.
Fan, X. and Sivo S. A. (2005), “Sensitivity of Fi Indices to Misspecified Structural or
Measurement Model Components: Rationale of Two-Index Strategy Revisited”,
Structural Equation Modeling, Vol. 12, pp. 343-367.
Fassnacht, M. and Koese, I. (2006), “Quality of Electronic Services – Conceptualizing
and Testing a Hierarchical Model”, Journal of Service Research, Vol. 9, No. 1, pp. 19-37.
Feigenbaum, A. V. (1951), Quality Control: Principles, Practice and Administration,
McGraw-Hill: New York.
Feigenbaum, A. V. (1994), “Quality Education and America”s Competitiveness”, Quality
Progress, Vol.27, No. 9, pp. 83-84.
Fern, E. F. (2001), Advanced Focus Group Research, Sage: Thousand Oaks, CA.
Financial Times Ranking, (2010), http://www.ranking.ft.com accessed on 07/07/2011.
Finn, D. W. and Lamb, C. W. (1991), “An Evaluation of the SERVQUAL Scale in a
Retail Setting”, Advances of Consumer Research, Vol. 18, pp. 483-490.
Fodness, D. and Murray, B. (2007), “Passengers‟ Expectations of Airport Service
Quality” Journal of Services Marketing, Vol. 21, No. 7, pp. 492-506.
Fombrun, C. J. (1996), Reputation: Realizing Value from the Corporate Image, Harvard
Business School Press: Boston, MA.
Fombrun, C. J. and Shanley, M. (1990), “What‟s in a Name: Reputation Building and
Corporate Strategy”, Academy of Management Journal, Vol. 33, No. 2, pp. 233-258.
Ford, R. C. and Bach, S. A. (1997), “Measuring Hotel Service Quality: Tools for Gaining
the Competitive Edge”, Florida International University Hospitality Review, Vol. 15, No.
1, pp. 83-95.
154
Ford J. B., Joseph M. and Joseph B. (1999), “Importance-Performance Analysis as a
Strategic Tool for Service Marketers: The Case of Service Quality Perceptions of
Business Students in New Zealand and The USA”, Journal of Service Marketing, Vol. 9,
pp. 171-86.
Fornell, C. (1994), “A Customer Satisfaction Research Prospectus” in Service quality:
New Directions in Theory and Practice (Ed.) Rust, R. T. and Oliver, R. L., pp. 241-268.
Fornell, C. and Larcker, D. G. (1981), “Evaluating Structural Equation Models with
Unobservable Variables and Measurement Error”. Journal of Marketing Research, Vol.
18, No. 1, pp. 39–50.
Franceschini, F. and Rossetto, S. (1997a), “Design for Quality: Selecting Products”
Technical Features”, Quality Engineering, Vol. 9, No. 4, pp. 681-688.
Franceschini, F. and Rossetto, S. (1997b), “On-Line Service Quality Control: the
“Qualitometro” Method”, De Qualitate, Vol. 6, No. 1, pp. 43-57.
Frazer, M. (1992), “Quality Assurance in Higher Education” in Croft, A. (Ed.) Quality
Assurance in Higher Education: Proceedings of an International Conference. Falmer
Press: London.
Freeman, R. (1993), Quality Assurance in Training and Education, Kogan Page:
London.
Galloway, L. (1998), “Quality Perceptions of Internal and External Customers: A Case
Study in Educational Administration”, TQM Magazine, Vol. 10, pp. 20-26.
Gardberg, N. A. and Fombrun, C. J. (2002), “The Global Reputation Quotient Project:
First steps Towards a Cross-Nationally Valid Measure of Corporate Reputation”,
Corporate Reputation Review, Vol. 4, No. 4, pp. 303-307.
Garver, M. S. and Mentzer, J. T. (1999), “Logistics Research Methods: Employing
Structural Equation Modeling to Test for Construct Validity”, Journal of Business
Logistics, Vol. 20, No.1, pp. 33-57.
Garvin, D. A. (1988), Managing Quality: The Strategic and Competitive Edge, Free
Press: New York.
Gaston, L. and Nha, N. (1997), “Searching for Excellence in Business Education: An
Exploratory Study of Customer Impressions of Service Quality”, The International
Journal of Educational Management. Vol. 11, No. 2, pp. 72.
Gatfield, T., Bakker, M. and Graham, P. (1999), “Measuring Student Quality Variables
and the
155
Implications for Management Practices in Higher Education Institutions: an Australian
and
international perspective”, Journal of Higher Education and Management, Vol. 21, pp.
239-252.
Gatfield, T. (2000), “A Scale for Measuring Student Perception of Quality: An Australian
Asian Perspective”, Journal of Marketing for Higher Education, Vol. 10, pp. 27-41.
George P. and Shirley A. H. (1997), “The Measurement of Service Quality: A New P-C-
P Attributes Model”, International Journal of Quality and Reliability Management, Vol.
14, No. 3, pp. 260-286.
Gilmore, H. L. (1974), “Product Conformance”, Quality Progress, Vol. 7, No. 5, pp.16-
19.
Ginsberg, M. B. (1991), “Understanding Educational Reforms in Global Context:
Economy, Ideology and the State”, Garland: New York, NY.
Gordon, G. and Partigon, P. (1993), “Quality in Higher Education: Overview and
Update”, USDU Briefing Paper Three, USDU: Sheffield.
Gordon, L. (1992), “The State, Devolution and Educational Reform in New Zealand”,
Journal of Education Policy, Vol. 7, pp. 187-203.
Gotsi, M. and Wilson, A. M. (2001), “Corporate reputation: seeking a definition”,
Corporate Communications: An International Journal, Vol. 6, Issue 1, pp.24-30.
Green, D. (1994), “What is Quality in Higher Education? Concepts, Policy and Practice”,
in Green, D. (Ed.), What is Quality in Higher Education?, SRHE and Open University
Press: Buckingham.
Greenbaum, T. L. (2003), “Focus Group Research: Why the Traditional Research
Methodology Works so Effectively and Why it Deserves to be the Most Respected of all
Qualitative Research Tools”, Quirk’s Marketing Research Review, June.
Greenspan, A. (1999), Harvard University Commencement Address, June 10.
Greyser, S. A. (1996), “Cause-Related Marketing: Finding the Ideal Corporate Alliance”,
Corporate Social Responsibility, Winter.
Greyser, S. A. (1999), “Advancing and Enhancing Corporate Reputation”, Corporate
Reputation Review, Vol. 4, No. 4, pp. 177-81.
Groenland, E. A. G. (2002), “Qualitative Research to Validate the RQ – Dimensions”,
Corporate Reputation Review, Vol. 4, No. 4, pp. 308-15.
156
Grönroos, C. (1978), “A Service-Oriented Approach to Marketing of Services”,
European Journal of Marketing, Vol. 12, No. 8, pp. 588-601.
Grönroos, C. (1982), Strategic Management and Marketing in the Service Sector,
Research Reports Swedish School of Economics and Business Administration:
Helsingfors.
Grönroos, C. (1984), “A Service Quality Model and its Marketing Implications”,
European Journal of Marketing, Vol. 18, pp. 36-44.
Grönroos, C. (1990), Service Management and Marketing, Lexington Books: Lexington,
MA.
Grönroos, C. (1991), Strategic Management and Marketing in the Service Sector,
Chartwellratt: Sweden.
Grönroos, C. (2000), Service Management and Marketing, Lexington Books: Lexington,
MA.
Grossnickle J. and Raskin O. (2001), Online Marketing Research, McGraw-Hill, Inc.:
USA.
Gummesson, E. (1990), Service Quality-A Holistic View, CTF: Karlstad.
Gummesson, E. (1991), “Truths and Myths in Service Quality”, Journal for Quality and
Participation, Vol. 14, No. 4, pp. 28-33.
Gummesson, E. (1999), Total Relationship Marketing, Butterworth-Heinemann: London.
Gupta S. K. (1993), “Explorations in Teaching and Learning”, Quoted in Lewis RG 7
Smith D H 1994”, Total Quality in Higher Education, St. Lucie Press: Delray Beach FL.
Gupta, A. and Chen, I. (1995), “Service Quality: Implications for Management
Development”, International Journal of Quality and Reliability Management, pp. 28-35.
Guthrie J. and Neumann R. (2007), “Economic and Non-financial Performance Indicators
in Universities: The Establishment of a Performance-Driven System for Australian
Higher Education”, Public Management Review, Vol.9, No. 2, pp. 231-252.
Habib, M. and Jungthirapanich, C. (2008), “Integrated Educational Supply Chain
Management (IESCM) for the Universities”, Sixth AIMS International Conference on
Management, India.
Hair, J. F. Jr., Anderson, R. E., Tatham, R. L. and Black, W. C. (1998), Multivariate Data
Analysis, (5th Edition), Upper Saddle River, Prentice Hall: New Jersey.
157
Hair, J. F. Jr., Black, W. C., Babin, B. J., Anderson, R. E. and Tatham, R. L. (2006),
Multivariate Data Analysis, (6th ed) Prentice Hall: New Jersey.
Hallowell R., (1996) “The Relationships of Customer Satisfaction, Customer Loyalty,
and Profitability: an Empirical Study”, International Journal of Service Industry
Management, Vol. 7 Issue 4, pp.27- 42.
Hampton, G. (1993), “Gap Analysis of College Student Satisfaction as a Measure of
Professional Service Quality”, Journal of Professional Services Marketing, Vol. 9, pp.
115-27.
Harman, H. H. (1976), Modern factor analysis (3rd. ed.), The University of Chicago
Press: Chicago.
Harvey, L. (1995), “Editorial: The Quality Agenda”, Quality in Higher Education, Vol.
1, No. 1, pp. 5-12.
Harvey, L. and Green, D. (1993), “Defining Quality”, Assessment and Evaluation in
Higher Education, Vol. 18, No. 1, pp. 9-34.
Hauser, J. and Clausing, D. (1988), “The House of Quality”, Harvard Business Review,
Vol. 66, No. 3, pp. 63-73.
Hawes, J. M. and Rao, C. P. (1985), “Using Importance-Performance Analysis to
Develop Health-Care Marketing Strategies”, Journal of Health Care Marketing, Vol. 5,
No. 4, pp. 19-25.
Hayes, B. E. (1992), Measuring Customer Satisfaction, ASQC Quality Press: Milwaukee,
WI.
Hayes, R. H. and Wheelwright, S. C. (1985), “Competing Through Manufacturing”,
Harvard Business Review, Vol. 63, No.1, pp. 99-109.
Helgesen, O. and Nesset, E. (2007), “What Account for Student‟s Loyalty? Some Field
Study Evidence”, International Journal of Educational Management, Vol. 21, No. 2, pp.
126-143.
Helm, S. (2005), “Designing a Formative Measure for Corporate Reputation”, Corporate
Reputation Review, Vol.8, Issue 2, pp. 95-109.
Hermmasi, M., Strong, K. and Taylor, S. (1994), “Measuring Service Quality for
Planning and Analysis in Service Firms”, Journal of Applied Business Research, Vol. 10,
No. 4, pp. 24-34.
Heskett, J. L. (1987), “Lessons in the Service Sector”, Harvard Business Review, Vol. 87,
March/April, pp. 188-226.
158
Heung, V. C. S. (2008), “Effects of Tour Leader‟s Service Quality on Agency‟s
Reputation and Costumers‟ Word-of-Mouth”, Journal of vacation marketing, Vol. 14,
No. 4, pp. 305-315.
Heung, V. C. and Ngai, E. W. (2008), “The Mediating Effects of Perceived Value and
Customer Satisfaction on Customer Loyalty in the Chinese Restaurant Setting”, Journal
of Quality Assurance in Hospitality and Tourism, Vol. 9, No. 2, pp.85-107.
Higher Education Quality Committee (1995), “How Academic Audit Works”, HEQC
Update, No. 6, April.
Hill, F. M. (1995), “Managing Services Quality in Higher Education: The Role of the
Students as Primary Consumers”, Quality Assurance in Education, Vol.3, Issue 3, pp. 10-
21.
Hill, Y., Lomas, L. and MacGregor, J. (2003), “Students Perceptions of Quality in Higher
Education”, Quality Assurance in Education, Vol. 11, No. 1, pp. 15-20.
Holdford D. A. (2005), “Understanding The Dynamics Of The Pharmaceutical Market
Using A Social Marketing Framework”, The Journal of Consumer Marketing, Vol. 22,
No. 7, pp. 388-396.
Holdford, D. and Patkar, A. (2003), “Identification of the Service Quality Dimensions of
Pharmaceutical Education”, American Journal of Pharmaceutical Education, Vol. 67,
No. 4, pp. 1-11.
Holdford, D. A. and Reinders, T. P. (2001), “Development of an Instrument to Assess
Student Perceptions of the Quality of Pharmaceutical education”, American Journal of
Pharmaceutical Education, Vol. 65, No. 1, pp. 25-31.
Holmes-Smith, P. (2001), Introduction to Structural Equation Modeling Using LISREL,
ACSPRI-Winter Training Program: Perth.
Hu, L. T. and Bentler, R. M. (1999), “Cutoff Criteria for Fit Indexes in Covariance
Structure Analysis: Conventional Criteria Versus New Alternatives”, Structural Equation
Modeling a Multidisciplinary Journal, Vol. 6, pp. 1-55.
Idrus, N. (1996), “Towards Total Quality Management in Academia”, Quality Assurance
in Education, Vol.4, No.3, pp. 34-40.
India Today (2004), “Top 10 Colleges”, May 17, Living Media India Limited: Mumbai.
Jaccard, J. and Wan, C. K. (1996), “LISREL Approaches to Interaction Effects in
Multiple Regression”, Sage Publications, Inc: Thousand Oaks, CA.
159
Jaraiedi, M. and Ritz, D. (1994), “Total Quality Management Applied to Engineering
Education”, Quality Assurance in Education, Vol. 2, No.1, pp. 32-40.
Johnson, R.A., Newell, W. T. and Vergin, R. C. (1972), Operations Management,
Houghton Mifflin: Boston, MA.
Johnston, R. (1995a), “The Zone of Tolerance: Exploring the Relationship between
Service Transactions and Satisfaction with the Overall Service”, International Journal of
Service Industry Management, Vol. 6, No. 2, pp. 46-61.
Johnston, R. (1995b), “The Determinants of Service Quality: Satisfiers and Dissatisfiers”,
International Journal of Service Industry Management, Vol. 6, No. 5, pp. 53-71.
Jöreskog, Karl G. and Dag Sörbom, (1993), LISREL 8: Structural Equation Modeling
with SIMPLIS Command Language, Scientific Software International: Chicago.
Joseph, M. (1998), “Determinants of Service Quality in Education: A New Zealand
perspective”, Journal of Professional Services Marketing, Vol. 16, pp. 43-71.
Joseph, M. and Joseph, B. (1997), “Service Quality in Education: a Student Perspective”,
Quality Assurance in Education, Vol.5, No.1, pp.15-21.
Joseph, M., McClure, C. and Joseph, B. (1999) “Service Quality in the Banking Sector:
The Impact of Technology on Service Delivery”, International Journal of Bank
Marketing, Vol.17 No.4, pp. 182-191.
Joseph, M., Yakhou, M. and Stone, G. (2005), “An Educational Institution‟s Quest for
Service Quality: Customers‟ Perspective”, Quality Assurance in Education, Vol.13, No.1,
pp. 66-82.
Judd C. M., Smith E. R. and Kidder L. H. (1991), Research Methods in Social Relations,
Harcourt Brace Jovanovich College Publishers: USA.
Juran, J. M. (1988), Juran on Planning for Quality, The Free Press: New York.
Juran, J. M. and Gryna, F. M. (1970), Quality Planning and Analysis: From Product
Development through Usage, McGraw Hill: New York.
Jusoh, A., Omain, S. Z., Majid, A. A., Som, M. H. and Shamsuddin, A. S. (2004), Service
quality in higher education: Management students’ perspective, Research Management
Centre, UITM: Shah Alam.
Kachigan, S. K. (1982), Multivariate Statistical Analysis, Radins Press: New York.
Kang G. D. (2006), “The Hierarchical Structure of Service Quality: Integration of
Technical and Functional Quality”, Managing Service Quality, Vol.16, No. 1, pp 37-50
160
Kang, G. D. and J. James, (2004), “Service Quality Dimensions: An Examination of
Grönroos Service Quality Model”, Managing Service Quality, Vol. 14, pp. 266-277.
Kay, J. (1993), Foundations of Corporate Success, Oxford University Press: Oxford.
Kelley, S.W., Donnelly, J. H. and Skinner, S. J. (1990), “Customer Participation in
Service Production and Delivery”, Journal of Retailing, Vol. 66, No. 3, pp. 315-35.
Kellogg, D. L., Youngdahl, W. E. and Bowen D. E. (1997), “On the Relationship
between Customer Participation and Satisfaction: Two Frameworks” International
Journal of Service Industry Management, Vol. 8, pp. 206-219.
Kelsey, J. (1993), “Commercialization and Contestability of Legal Education”,
Proceedings of the Law Teachers Conference, Christchurch, October, pp. 1-24.
Kenny, D. A., and McCoach, D. B. (2003), “Effect of the Number of Variables on
Measures of fit in Structural Equation Modeling”, Structural Equation Modeling, Vol.
10, pp. 333–351.
Kerlinger, F. N. (1986), Foundations of Behavioral Research, (3rd Edn.), Holt, Reinhart
and Winston : Austin, TX.
Kettinger, W. J. and Lee, C.C. (1995), “Perceived Service Quality and User Satisfaction
with the Information Services Function”, Decision Sciences, Vol. 25, No. 5/6, pp. 737-
766.
Kline, R. B. (1998), Principles and Practice of Structural Equation Modeling, The
Guilford Press: New York.
Ko, Y. J. and Pastore, D. L. (2005), “A Hierarchical Model of Service Quality for the
Recreational Sport Industry”, Sport Marketing Quarterly, Vol. 14, No. 2, pp. 84-97.
Kotler, P. (1985), Strategic Marketing for Educational Institutions, Prentice-Hall:
London.
Kotler, P. and Fox, K. (1985), Strategic Marketing for Educational Institutions, Prentice-
Hall: Englewood Cliffs, NJ.
Kreps, D. and Wilson R. (1982), “Reputation and Imperfect Information”, Journal of
Economic Theory, Vol. 27, pp. 253-279.
Krueger, R. A. (1994), Focus Groups: A Practical Guide for Applied Research, Sage
Publications: Thousand Oaks, CA.
161
Kwan, Y. K. P. and Ng, W. K. P. (1999), “Quality Indicators in Higher Education-
Comparing Hong Kong and China Students”, Managerial Auditing Journal, Vol. 14, No.
1 and 2, pp. 20-27.
Lagrosen, S. (1999), “TQM Goes to School: an Effective Way of Improving School
Quality”, The TQM-Magazine, Vol. 11, No. 5, pp. 328-32.
Lagrosen, S. (2000), “Born with Quality, TQM in a Maternity Clinic”, The International
Journal of Public Sector Management, Vol. 13, No. 5, pp. 467-75.
Lagrosen, S. (2001), “Strengthening the Weakest Link of TQM – From Customer Focus
to Customer Understanding”, The TQM Magazine, Vol. 13, No. 5, pp. 348-54.
Lagrosen, S., Hashemi R. S. and Leitner M. (2004), “Examination of the Dimensions of
Quality in Higher Education”, Quality Assurance in Education, Vol.12, No.2, pp. 61-69.
Lai, K., Cheng, T. and Sdwin, C. (2005), “Effects of Quality Management and Marketing
on Organisational Performance”, Journal of Business Research, Vol. 57, pp. 446-456.
Lancaster, H. and Allen, M. (1992), “Compaq Computer Finds Itself Where it Once Put
IBM”, Wall Street Journal, January 13, B4.
Lanning, J. A. and S. J. O‟Connor (1990), “The Health Care Quality Quagmire: Some
Signposts”, Hospital and Health Services Administration, Vol.35, No.1, pp. 39-54.
Lasser, M.W., Manolis, C. and Winsor, R.D. (2000), “Service Quality Perspectives and
Satisfaction in Private Banking”, Journal of Services Marketing, Vol. 14, No. 3 pp. 244-
271.
Lawson, S. B. (1992), “Why Restructure? An International Survey of the Roots of
Reform”, Journal of Educational Policy, Vol. 7, pp. 139-54.
LeBlanc, G. and Nha N. (1997), “Listening to The Customer‟s Voice: Examining
Perceived Service Value among Business College Students”, International Journal of
Educational Management, Vol. 13, No. 4, pp 187-198.
LeBlanc, G. and Nguyen, N. (1997), “Searching for Excellence in Business Education: an
Exploratory Study of Customer Impressions of Service Quality”, International Journal of
Educational Management, Vol.11, No. 2, pp. 72-79.
Lederer, A. L. and Sethi, V. (1992), “Root Causes of Strategic Information Systems
Planning Implementation Problems”, Journal of Management Information Systems, Vol.
9, Summer, pp. 25-45.
162
Lee, H., Lee, Y. and Yoo, D. (2000), “The Determinants of Perceived Service Quality
and its Relationship with Satisfaction”, Journal of Services Marketing, Vol. 14, No. 3, pp.
217-231.
Lee, J. and Feick, L. (2001), “The Impact of Switching Costs on the Customer
Satisfaction-Loyalty Link”, Journal of Service Marketing, Vol. 15, pp. 35-48.
Lehtinen, U. and Lehtinen, J. (1982), “Service Quality: A Study of Quality Dimensions”,
Unpublished Working Paper, Service Management Institute: Finland OY, Helsinki.
Lengnick-Hall, C. A. (1996), “Customer Contributions to Quality: A Different View of
the Customer-Oriented Firm”, Academy of Management Review. Vol.21, No. 3, pp. 791-
824.
Leonard, D., Pelletier, C. and Morley, L. (2003), The Experiences of International
Students in UK Higher Education: A Review of Unpublished Research. UKCOSA:
London.
Leonard, F. S. and Sasser, E. W. (1982), “The Incline of Quality”, Harvard Business
Review, Vol. 60, No.5, pp. 163-171.
Lewis, B. and Mitchell, V. (1994), “Service Quality: Students Assessment of Banks and
Societies”, International Journal of Bank Marketing, Vol. 12, No.4, pp.3-12.
Lewis, B. R. (1989), “Quality in the Service Sector: A Review”, International Journal of
Bank Marketing, Vol.7, No.5, pp. 4-12.
Lewis, B. R. (1990), “Service Quality: An Investigation of Customer Care in Major UK
Organisations”, International Journal of Service Industry Management, Vol. 1 Issue 2,
pp.33-44.
Lewis, B. R. (1991), “Service Quality: An Investigation of Customer Care in Major UK
Organisations”, Management Research News, Vol. 14, Issue 1/2, pp.54-60.
Liaison Committee of Rectors‟ Conferences (1993), Quality Assessment in European
University and Higher Education (Brussels).
Liechty, M. G. and Churchill, G. A. (1979), “Conceptual Insights into Consumer
Satisfaction with Services”, in Beckwith, N. et al. (Eds), Educator’s Proceedings,
American Marketing Association: Chicago, IL.
Liu, C. M. (2005), “The Multidimensional and Hierarchical Structure of Perceived
Quality and Customer Satisfaction”, International Journal of Management, Vol. 22, No.
3, pp. 426-435.
163
Lovelock, C. (1981), “Why Marketing Management Needs to Be Different for Services”,
in Marketing of Services, J. Donnelly and W. George (Eds.), American Marketing
Association: Chicago, pp. 5-9.
Lovelock, C. (1983), “Classifying Services to Gain Strategic Marketing Insights”,
Journal of Marketing, Vol. 47, Summer, pp. 9-20.
Lovelock, C. (1991), Services Marketing, Prentice-Hall: Englewood Cliffs, NJ.
Lu Y., Zhang L. and Wang B. (2009), “A Multidimensional and Hierarchical Model of
Mobile Service Quality”, Electronic Commerce Research and Applications, Vol. 8, pp.
228-240.
MacMillan, K., Money, K., Downing, S. and Hillenbrand, C. (2005) “Reputation in
Relationships: Measuring Experiences, Emotions and Behaviors”, Corporate Reputation
Review, Vol. 8, No. 2, pp. 214-232.
MacRobert, I. (1994), “Sandwell College and BS 5750: A Syncretistic Pilgrimage?”, in
Doherty, G.D. (Ed.), Developing Quality Systems in Education, Routledge: London.
Madhavaiah, C., Rao, S. D. and Akthar, P. (2008), “Perceived Service Quality Measure
in Parcel Delivery Services: Development and Validation of a Multidimensional and
Hierarchical Model”, Journal of Marketing and Communication, Vol. 4, No. 1, pp. 4-22.
Madu, C. N. and Kuei, C. H., (1993), “Dimensions of Quality Teaching in Higher
Institutions” Total Quality Management, Vol. 4, No. 3, pp. 325-338.
Mahapatra S. S. and Khan, M.S. (2007), “Assessment of Quality in Technical Education:
An Exploratory Study”, Journal of Services Research, Vol. 7, No. 1.
Mangold, G. W. and Babakus, E. (1991), “Service Quality: the Front-Stage Perspective
Vs the Back Stage Perspective”, Journal of Services Marketing, Vol. 5, No. 4, Autumn,
pp. 59-70.
Marsh, H. W., Balla, J. R. and McDonald, R. P. (1988), “Goodness-of-Fit in
Confirmatory Factor Analysis: The Effect of Sample Size”, Psychological Bulletin, Vol.
103, No. 3, pp. 391-410.
Marshall, C.E. (1985) “Can we Be Consumer-Oriented in a Changing Financial Service
World”, The Journal of Consumer Marketing, Vol. 2, No.4, pp. 37-43.
Martı´nez, L. and Martı´nez, J. A. (2007), “Measuring Perceived Service Quality in
Urgent Transport Service”, Journal of Retailing and Consumer Services, Vol.14, No.1,
pp. 60-72.
164
Martilla, J. and James, J. (1977), “Importance-Performance Analysis”, Journal of
Marketing, Vol. 41, January, pp. 77-79.
Masters, R. J. and Leiker, L. (1992), “Total Quality Management in Higher Education:
Applying Deming‟s Fourteen Points”, CUPA Journal, Vol. 43, No. 2, pp. 27-31.
Mattila, A. S. (1999), “The Role of Culture and Purchase Motivation in Service
Encounter Evaluations”, Journal of Services Marketing, Vol. 13, Issue 4/5, pp. 376-389.
Mayhew, L. M., Ford, P. J. and Hubbard, D. L. (1990), The Quest for Quality: The
Challenge for Undergraduate Education in 1990s, Jossey Bass: San Francisco.
McAlexander J. H., Kaldenberg D. O. and Koenig H. F. (1994), “Service Quality
Measurement”, Journal of Health Care Mark, Vol. 14, No.3, pp. 34-39.
McDaniel, J. R. and Louargand, M. A. (1994), “Real Estate Brokerage Service Quality:
An Examination”, The Journal of Real Estate Research, Vol. 9, No. 3, pp. 339-351.
McDonald, W. J. (1993), “Focus Group Research Dynamics and Reporting: An
Examination of Research Objectives and Moderator Influences”, Journal of the Academy
of Marketing Science, Vol. 21, pp. 161-168.
McDougall, G. H. G., and Levesque, T. J. (1994), “A Revised View of Service Quality
Dimensions: An Empirical Investigation”, Journal of Professional Service Marketing,
Vol.11, No.1, pp.189-209.
McElwee, G. and Redman, T. (1993), “Upward appraisal in practice: An illustrative
example using the Qualid model”, Education + Training, Vol. 35, No.2, pp. 27-31.
Mels G., Boshoff, C. and Nel, D. (1997), “The Dimensions of Service Quality: The
Original European Perspective Revisited”, Service Industry Journal, Vol. 17, pp. 173-89.
Mills, P. K., Chase, R. B. and Margulies, N. (1983), “Motivating the Client/Employee
System as a Service Production Strategy”, Academy of Management Review, Vol. 8, No.
2, pp. 301-310.
Morgan, D. L. (1988), “Focus Groups as Qualitative Research”, Qualitative research
methods, Vol. 16, Sage: Newbury Park, CA.
Morgan, N. A. and Piercy, N. F. (1992), “Market-Led Quality”, Industrial Marketing
Management, Vol. 21, pp. 111-118.
Moser, C. A. and G. Kalton (1971), Survey Methods in Social Investigation, Aldershot:
Dartmouth.
165
Mudambi, S. M., Doyle, P. and Wong, V. (1997), “An Exploration of Branding in
Industrial Markets”, Industrial Marketing Management, Vol. 26, No. 5, pp. 433- 446.
Nelson, E., Rust, R. T., Zahorik, A. J., Rose, R., Batalden, P. and Siemanski, B. A.
(1992), “Do Patient Perceptions of Quality Relate to Hospital Financial Performance”,
Journal of Health Care Marketing, December, pp. 42-49.
Newman, K. (2001), “Interrogating SERVQUAL: A Critical Assessment of Service
Quality Measurement in a High Street Retail Bank”, International Journal of Bank
Marketing, Vol. 19, No. 3, pp. 126-139.
Nguyen, N. and Leblanc, G. (2001), “Corporate Image and Corporate Reputation in
Customers Retention Decision in Services”, Journal of Retailing and Consumer Services,
Vol. 8, No. 4, pp. 227-36.
Nunnally, J.C. (1970), Introduction to Psychological Measurement, McGraw-Hill: New
York, NY.
Nunnally. J. C. (1978), Psychometric Theory, McGraw-Hill: New York, NY.
Nunnally. J. C and Bernstein. I. H. (1994), Psychometric Theory, 3rd Edn., McGraw-Hill:
New York, NY.
O‟Neill, M. (2000), “The Role of Perception in Disconfirmation Models of Service
Quality”, Measuring Business Excellence, Vol. 4, No. 2, pp. 46-59.
Oldfield, B. and Baron, S. (2000), “Students‟ Perceptions of Service Quality in a UK
University Business and Management Faculty”, Quality Assurance in Education, Vol. 8,
No. 2, pp. 85.
Oliver, R. L. (1981), “Measurement and Evaluation of Satisfaction Processes in Retail
Settings”, Journal of Retailing, Fall, pp. 25-46.
Oliver, R.L. (1997), Satisfaction: A Behavioural Perspective on the Consumer, McGraw-
Hill: London.
Omachonu, V. K. (1990), “Quality of Care and the Patient: New Criteria for
Evaluation”, Health Care Management Review, Vol.15, pp.43-50.
Owlia, M. S. and Aspinwall, E. M. (1996), “A Framework for the Dimensions of Quality
in Higher Education”, Quality Assurance in Education, Vol. 4, Issue 2, pp.12-20.
Owlia, M.S. and Aspinwall, E.M. (1997), “TQM in Higher Education – a Review”,
International Journal of Quality and Reliability Management, Vol. 14, No. 5, pp. 527-
543.
166
Owlia, M.S. and Aspinwall, E.M., (1998) “A Framework for Measuring Quality in
Engineering Education”, Total Quality Management, Vol. 9, No. 6, pp. 501-518.
Parasuraman, A. (1986), “Customer-Orientated Organizational Culture: A Key to
Successful Services Marketing”, in Venkatesan, M., Schmalensee, D.M. and Marshall, C.
(Eds), Creativity in Services Marketing: What’s New, What Works, What’s Developing,
American Marketing Association: Chicago, IL, pp. 73-87.
Parasuraman, A., Berry, L. and Zeithaml, V. (1993), “More on Improving Service
Quality Measurement”, Journal of Retailing, Vol. 69, Spring, pp. 140-157.
Parasuraman, A., Berry, L.L. and Zeithaml, V.A. (1996), “The Behavioral Consequences
of Service Quality”, Journal of Marketing, Vol. 60, April, pp. 31-46.
Parasuraman, A., Zeithaml, V. and Berry, L. (1985), “A Conceptual Model of Service
Quality and its Implications for Future Research”, Journal of Marketing, Vol. 49, Fall,
pp. 41-50.
Parasuraman, A., Zeithaml, V. and Berry, L. (1988), “SERVQUAL: A Multi-Item Scale
for Measuring Consumer Perception of Service Quality”, Journal of Retailing, Vol. 64,
Spring, pp. 12-40.
Parasuraman, A., Zeithaml, V. and Berry, L. (1991), “Refinement and Reassessment of
the SERVQUAL Scale”, Journal of Retailing, Vol. 67, No. 4, pp. 420-50.
Parasuraman, A., Zeithaml, V. and Berry, L. (1994), “Reassessment of Expectations as a
Comparison Standard in Measuring Service Quality: Implications for Further Research”,
Journal of Marketing, Vol. 58, pp. 111-24.
Pariseau, S. and McDaniel J. (1997), “Assessing Service Quality in Schools of
Business”, International Journal of Quality and Reliability Management, Vol. 14, No.
3, pp. 204-18.
Patterson, P., Romm, T. and Hill, C. (1998), “Consumer Satisfaction as a Process: A
Qualitative, Retrospective Longitudinal Study of Overseas Students in Australia”,
Journal of Professional Services Marketing, Vol. 16, pp. 135-157.
Pereda, M., Airey, D. and Bennett, M. (2007), “Service Quality in Overseas Education:
The Experience of Overseas Students”, Journal of Hospitality, Leisure, Sport and
Tourism Education, Vol. 6, No. 2, pp. 55-67.
Peters, T. J. and Waterman, R. H. (1982), In Search of Excellence, Harper and Row: New
York.
Pollack, B. L. (2009), “Linking the Hierarchical Service Quality Model to Customer
Satisfaction and Loyalty”, Journal of Services Marketing, Vol. 23, No. 1, pp. 42-50.
167
Porter, M. E. (1990), The Competitive Advantage of Nations, The Free Press: New York.
Rapert, M. I., Wren, B. M. (1998), “Service Quality as a Competitive Opportunity”,
Journal of Services Marketing, Vol. 12, Issue 3, pp.223-235.
Rathmell, J. M. (1966), “What is Meant by Services?”, Journal of Marketing, Vol. 30,
October, pp. 32-36.
Reavill, L. R. P. (1997), “Quality Assessment and the Stakeholder Model of Higher
Education”, Total Quality Management (special edition), Proceedings of the 2nd World
Congress on TQM 1997, Sheffield Hallam University, July.
Reeves, C. A. and Bednar, D. (1994), “Defining Quality: Alternatives and Implications”,
Academy of Management Review, Vol. 19, No. 3, pp. 419-45.
Reichheld, F. F. (1996), “Learning from Customer Defections”, Harvard Business
Review, Vol. 74, March-April, pp. 56-69.
Reichheld, F. F. and Sasser, W. E. Jr. (1990), “Zero Defections: Quality Comes to
Service”, Harvard Business Review, September-October, pp. 105-11.
Reynolds, D. (1986), Academic Standards for Universities, London: CVCP.
Rigotti, S. and Pitt, L. (1992), “SERVQUAL as a Measuring Instrument for Service
Provider Gaps in Business Schools”, Management Research News, Vol. 15, No. 3, pp. 9-
17.
Roberts P. (1999), “The Development of NEdSERV: Quantitative Instrumentation to
Measure Service Quality in Nurse Education”, Nurse Education Today, Vol.19, pp. 396-
407.
Roberts, P. W. and Dowling G. R. (2002), “Corporate Reputation and Sustained Superior
Financial Performance”, Strategic Management Journal, Vol. 23, pp. 1077-1093.
Robinson, S. (1999), “Measuring Service Quality: Current Thinking and Future
Requirements”, Marketing Intelligence and Planning, Vol. 17, Issue 1, pp.21-32.
Roest, H, and Pieters, R. (1997), “The Nomological Net of Perceived Service Quality”,
International Journal of Service Industry Management, Vol. 8, Issue 4, pp.336-351.
Rose, C., and Thomsen, S. (2004), “The Impact of Corporate Reputation on Performance:
Some Danish evidence”, European Management Journal, Vol. 22, No. 2, pp. 201-210.
Ross, J. E. and Shetty, Y. K. (1985), “Making Quality a Fundamental Part of Strategy”,
Quoted in Lewis B. (1991) “Service Quality: An International Comparison of Bank
168
Customers Expectations and Perceptions”, Journal of Marketing Management, Vol. 7,
pp. 47-62.
Rust, R. T. and Oliver, R. L. (1994), “Service Quality: Insights and Managerial
Implications from the Frontier” In Rust, R. T. and Oliver, R. L. (Eds.) Service Quality:
New Directions in Theory and Practice, Sage Publications: Thousand Oaks, CA.
Rust, R. T. and Zahorik, A. J. (1993), “Customer Satisfaction Customer Retention and
Market Share,” Journal of Retailing, Vol. 69, Summer, pp. 193-215.
Rust, R. T., Keiningham, T. L., Clemens, S. and Zahorik, A. J. (1999), “Return on
Quality at Chase Manhattan Bank”, Interfaces, pp. 62-72.
Rust, R. T., Zahorik, A. and Keiningham, T. L. (1994), Return on Quality: Measuring the
Financial Impact of Your Company’s Quest for Quality, Probus: Chicago.
Rust, R. T., Zahorik, A. J. and Keiningham, T. L. (1995), “Return on Quality (ROQ):
Making Service Quality Financially Accountable”, Journal of Marketing, Vol. 59, No. 2,
pp. 58-70.
Sahney, S. (2002), Total Quality Management in Higher Education in India – A
Diagnostic Study of Select Engineering and Management Institutions, IIT, Delhi,
Department of Management Studies (Unpublished PhD Thesis).
Sahney, S., Banwet, D. K. and Karunes, S. (2004), “A SERVQUAL and QFD Approach
to Total Quality Education: A Student Perspective”, International Journal of Productivity
and Performance Management, Vol.53, No. 2, pp. 143-166.
Sahney, S., Banwet, D. K. and Karunes, S. (2006), “An Integrated Framework for Quality
in Education: Application of Quality Function Deployment, Interpretive Structural
Modeling and Path Analysis”, Total Quality Management, Vol. 17, No. 2, pp. 265-285.
Saleh, F. and Ryan, C. (1991), “Analyzing Service Quality in The Hospitality Industry
Using the SERVQUAL Model”, The Service Industries Journal, Vol. 11, No. 3, pp. 324-
343.
Salkind, N. J. (2000), Statistics for People Who (think they) Hate Statistics, Sage:
London.
Sallis, E. (1993), Total Quality Management in Education, Kogan Page: London.
Sanders, P., Stevens, K., Malcom, K. and Coats, D. (2000), “University Students‟
Expectations of Teaching”, Studies in Higher Education, pp. 309-324.
169
Sandison, P.C. (1996), “New Structures and Functions for the New University”, Paper
Submitted as Evidence to the National Committee of Inquiry into Higher Education,
October.
Sarvepalli, Radhakrishnan (1948), Commission Report on University
Education.
Sasser, W.R. Jr and Arbeit, S. (1978), “Selling Jobs in the Service Sector”, Business
Horizons, June, pp. 61-65.
Satorra, A. and Bentler, P. M. (2001), “A Scaled Difference Chi-Square Test Statistic for
Moment Structure Analysis”, Psychometrika, Vol. 66, pp. 507–514.
Schuler, M. (2004) “Management of the organizational image: A Method for
Organizational Image Configuration”, Corporate Reputation Review, Vol. 7, No.1, pp.
37-53.
Schumacher, R. E. and Lomax, R. G. (1996), A Beginner’s Guide to Structural Equation
Modeling, Lawrence Erlbaum Associates: New Jersey.
Schvaneveldt, S. J., Enkawa, T. and Miyakawa, M. (1991), “Consumer Evaluation
Perspectives of Service Quality: Evaluation Factors and Two-Way Model of Quality”,
Total Quality Management, Vol. 2, No. 2, pp. 149-162.
Senthilkumar, N. and Arulraj, A. (2011), “SQM-HEI – Determination of Service Quality
Measurement of Higher Education in India”, Journal of Modeling in Management, Vol.
6, No. 1, pp. 60-78.
Sethi, V. and King, W. R. (1991), “Construct Measurement in Information Systems
Research: An Illustration in Strategic Systems”, Decision Sciences, Vol. 22, No. 4, pp.
455-472.
Seymour, D.T. (1992), On Q: Causing Quality in Higher Education, Macmillan Press:
New York.
Shaeiwitz, J. A. (1996), “Outcomes Assessment in Engineering Education”, Journal of
Engineering Education, Vol. 85, No. 3, pp. 239-246.
Shank, M.D., Walker, M. and Hayes, T. (1995), “Understanding Professional Service
Expectations: Do We Know What Our Students Expect in a Quality Education?”, Journal
of Professional Services Marketing, Vol. 13, No.1, pp. 71-83.
Shapiro, C. (1983), “Premium for High Quality Products as Returns to Reputations”,
Quarterly Journal of Economics, Vol. 98, No.4, pp. 659-679.
170
Sharma, R.D. and Kaur, G. (2004), “Globalization of Indian Higher Education”, Apeejay
Business Review, Vol.5, No.1, pp. 73-78.
Sharrock, G. (2000), “Why Students are not (Just) Customers” Journal of Higher
Education Policy and Management, Vol. 22, No. 2, pp. 149-64.
Shemwell, D. J., Yavas, U. and Bilgin Z. (1998), “Customer-Service Provider
Relationships: An Empirical Test of a Model of Service Quality, Satisfaction and
Relationship Oriented Outcome”, International Journal of Service Industry Management,
Vol. 9, pp. 155-168.
Sherr, L. A., and Lozier, G. G. (1991), “Total Quality Management in Higher Education”,
In L.A. Sherr and D.J. Teeter (Eds.), Total Quality Management in Higher Education:
New Directions for Institutional Research, No. 71, Jossey-Bass: San Francisco.
Sherr, L. A. and Teeter, D. J. (1991), Total Quality Management in Higher Education,
Jossey-Bass Publishers: New York.
Shutler, P. M. E. and Crawford, L. E. D. (1998), “The Challenge of ISO 9000
Certification in Higher Education”, Quality Assurance in Education, Vol.6, No. 3, pp. 52-
56.
Šimić L. M. and Čarapić H. (2008), “Education Service Quality of a Business School:
Former and Current Students‟ Evaluation”, International Review on Public and Non-
Profit Marketing, Vol. 5, pp .181–191.
Simpson, P. M. and Siguaw J. A. (2000), “Student Evaluations of Teaching: An
Exploratory Study of the Faculty Response”, Journal of Marketing Education, Vol. 22,
December, pp. 199-213.
Singh, V., Grover S. and Kumar A. (2008), “Evaluation of Quality in an Educational
Institute: A Quality Function Deployment Approach”, Educational Research and
Reviews, Vol.3, No. 5, pp. 156-162.
Soderlund, M. (1998), “Customer Satisfaction and its Consequences on Customer
Behavior Revisited: The Impact of Different Levels of Satisfaction on Word-of-Mouth,
Feedback to the Supplier and Loyalty”, International Journal of Service Industries
Management, Vol. 9, pp.169-188.
Sohail, S. and Shaikh, N.M. (2004), “Quest for Excellence in Business Education: A
Study of Student Impression of Service Quality”, The International Journal of
Educational Management, Vol.18, No.1, pp. 58-65.
Soutar, G. and McNeil, M. (1996), “Measuring Service Quality in a Tertiary Institution”,
Journal of Educational Administration, Vol.34, No. 1, pp. 77-82.
171
Spreng, R. A. and Singh, A. K. (1993), “An Empirical Assessment of the SERVQUAL
Scale and the Relationship between Service Quality and Satisfaction”, Unpublished
Manuscript, Michigan State University: TN.
Srikanthan, G. and Dalrymple, J. (2003), “Developing Alternative Perspectives for
Quality in Higher Education”, The International Journal of Educational Management,
Vol. 17, No. 3, pp. 126-36.
Staropoli, A. (1992), “The French Comite National d‟Evaluation”, in A. Craft (ed.)
Quality Assurance in Higher Education: Proceedings of an International Conference,
Hong Kong, 1991. Falmer: London.
Stauss, B., and Neuhaus, P. (1997), “The Qualitative Satisfaction Model”, International
Journal of Service Industries Management, Vol. 8, pp. 236-249.
Stewart, D. W. and Shamdasani, P. N. (1990), Focus Groups: Theory and Practice, Sage:
Thousand Oaks, CA.
Storey, S. (1993), “Total Quality Management through BS 5750: A Case Study”, in Ellis,
R. (Ed.), Quality Assurance for University Teaching, OUP: Buckingham.
Storey, S. (1994), “Doing Total Quality Management the Hard Way: Installing BS
5750/ISO 9001 at the University of Wolverhampton”, in Doherty, G. D. (Ed.),
Developing Quality Systems in Education, Routledge: London.
Straub, D. W. (1989), “Validating Instruments in MIS Research”, MIS Quarterly, Vol.
13, No. 2, pp. 147-169.
Sumaedi, S. and Bakti G.M.Y. (2011), “The Exploratory Study of Industrial Engineering
Students‟ Perceived Quality Dimension”, International Journal of Basic & Applied
Sciences, Vol. 11, No. 1, pp. 74-80.
Surprenant, C. and Solomon, M. (1987), “Predictability and Personalization in the
Service Encounter”, Journal of Marketing, Vol. 51, April, pp. 73-80.
Sutcliffe, W. and Pollock J. (1992), “Can the Total Quality Management Approach Used
in Industry be Transferred to Institutions of Higher Education?”, Vocational Aspect of
Education Vol. 44, No.1, pp. 11-27.
Tabachnick, B. G., and Fidell, L. S. (2001), Using Multivariate Statistics, 4th Edn.,
Harper and Row: New York.
Tan, D.L. (1986), “The Assessment of Quality in Higher Education: A Critical Review of
the Literature and Research”, Research in Higher Education, Vol. 24, No. 3, pp. 223-65.
172
Tang, K. H. and Zairi, M. (1998), “Benchmarking Quality Implementation in a Service
Context: A Comparative Analysis of Financial Services and Institutions of Higher
Education – Part III”, Total Quality Management, Vol. 9, No. 8, pp. 666-679.
Taylor, A. W. and Hill, F. M. (1993), “Issues for Implementing TQM in Further and
Higher Education”, Quality Assurance in Education, Vol. 1, No. 2, pp. 12-21.
Teas, R. K. (1993), “Expectations, Performance Evaluation, and Consumers‟ Perceptions
of Quality”, Journal of Marketing, Vol. 57, October, pp. 18-34.
Teas, R. K. (1994), “Expectations as a Comparison Standard in Measuring Service
Quality: An Assessment of a Reassessment”, Journal of Marketing, Vol.58, January, pp.
132-139.
Theus, K. T. (1993), “Academic Reputations: The Process of Formation and Decay”,
Public Relations Review, Vol. 19, Fall, pp. 277-291 .
Thompson, H. and Thompson, G. (1996), “Confronting Diversity Issues in the Classroom
with Strategies to Improve Satisfaction and Retention of International Students”, Journal
of Education for Business, Vol. 72, pp. 52-58.
Ting, D.H. (2004), “Service Quality and Satisfaction Perceptions: Curvilinear and
Interaction Effect”, International Journal of Bank Marketing, Vol. 22, Issue 6, pp. 407-
420.
Tofte, B. (1993), “A Theoretical Model for Implementation of Total Quality Leadership
in Education”, EEC Seminar in Total Quality in Education, Denmark.
Tribus, M. (1994), “TQM in Education: The Theory and How to Put it to Work”, in
Quality Goes to School: Readings on Quality Management in Education, American
Association of School Administrators: Arlington, pp. 37-40.
Tsinidou, M. M., V. C. Gerogiannis, and Fitsilis, P. (2010), “Evaluation of the Factors
that Determine Quality in Higher Education: An Empirical Study”, Quality Assurance in
Education, Vol. 18, No. 3, pp. 227-244.
Ueltschy, L.C. and Krampf, R.F. (2001), “Cultural Sensitivity to Satisfaction and Service
Quality Measures”, Journal of Marketing Theory and Practice, Vol. 9, No. 3, pp. 14-31.
Upah, G.D. (1980), “Mass Marketing in Service Retailing: A Review and Synthesis of
Major Methods”, Journal of Retailing, Autumn, pp. 59-76.
Van Vught, F. and Westerheijden, D. (1993), Quality Management and Quality
Assurance in European Higher Education, CHEPS: Enschede.
173
Venetis, K. A. and Ghauri, P. N. (2004) “Service Quality and Customer Retention:
Building Long-Term Relationships”, European Journal of Marketing, Vol. 38, Issue
11/12, pp. 1577-1598.
Vinzant, J. C. and Vinzant, D. H. (1996), “Strategic Management and Total Quality
Management: Challenges and Choices”, Public Administration Quarterly, Vol. 20, No. 2,
pp. 201-219.
Wall Street Journal, (2000), Motorola Cell Phones get a Rude Start, Enduring Pounding
at Firm‟s Test Lab, The Wall Street Journal, September 11.
Ward, J., Bitner, M. J. and Gossett, D. (1989), “SEEM: Measuring the Meaning of
Service Environments”, in Bitner, M.J. and Crosby, L. (Eds), Designing a Winning
Service Strategy, American Marketing Association: Chicago, pp. 34-39.
Wartick, S. L. (2002), “Measuring Corporate Reputation: Definition and Data”, Business
and Society, Vol. 41, No. 4, pp. 371-392.
Watts, R. A. (1987), Measuring Software Quality, The National Computer Centre:
Oxford.
Waugh R. F. (2002), “Academic Staff Perceptions of Administrative Quality at
Universities”, Journal of Educational Administration, Vol. 40, No. 2, pp. 172-188.
Weaver, T. (1976), “What is Good of Higher Education?” Higher Education Review,
Vol. 8, pp. 3-14.
Weitzel, W., Schwarzkopf, A. B. and Peach, E. B. (1989), “The Influence of Employee
Perceptions of Customer Service on Retail Store Sales”, Journal of Retailing, Vol.65,
No.1, pp. 27-39.
Weller, D. L. (1996), “Return on Quality: A New Factor in Assessing Quality Efforts”,
International Journal of Educational Management, Vol. 10, No. 1, pp. 30-40.
Whetten, D. A., and Mackey, A. (2002), “A Social Actor Conception of Organizational
Identity and its Implications for the Study of Organizational Reputation”, Business and
Society, Vol. 41, No.4, pp. 393.
Williams, G. (1993), “Total Quality Management in Higher Education: Panacea or
Placebo”, Higher Education, Vol. 25, No. 3, pp. 229-237.
Williamson, O. E. (1985), The Economic Institutions of Capitalism and Firms, Markets
and Relationship Contrfacting, New York: Free Press.
174
Worthington, R. L. and Whittaker, T. A. (2006), “Scale Development Research A
Content Analysis and Recommendations for Best Practices”, The Counseling
Psychologist, Vol. 34, No. 6, pp. 806-838.
Wright, C. and O‟Neill, M. (2002), “Service Quality Evaluation in the Higher Education
Sector: An Empirical Investigation of Students Perceptions”, Higher Education Research
and Development, Vol. 21, pp. 23-39.
Yoon, E., Guffey, H. J. and Kijewsky, V. (1993), “The Effects of Information nd
Company Reputation on Intentions to Buy a Business Service”, Journal of Business
Research, Vol. 27, pp. 215-7.
Zeithaml, V. (1988), “Consumer Perceptions of Price, Quality, Value: A Means-Ends
Model and Synthesis of Evidence”, Journal of Marketing, Vol. 52, July, pp. 2-22.
Zeithaml, V.A. (2000), “Service Quality, Profitability, and the Economic worth of
Customers: What we Know and What we Need to Learn”, Journal of the Academy of
Marketing Science, Vol. 28, No.1, pp. 67-85.
Zeithaml, V. A. and Binter, M.J. (1996), Service Marketing, The McGraw-Hill: New
York.
Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1985), “Problems and Strategies in
Services Marketing”, Journal of Marketing, Vol.49, No. 2, pp. 33-46.
Zeithaml, V., Parasuraman, A. and Berry, L. L. (1990), “Delivering Quality Service:
Balancing Customer Perceptions and Expectations”, The Free Press: New York.
Zeithaml, V.A., Parasuraman, A. and Berry, L. (1992), “Delivering Quality Service:
Balancing Customer Perceptions and Expectations”, The Free Press: New York.
Zeithaml, V. A., Parasuraman, A. and Berry, L. L. (1996), “The Behavioural
Consequences of Service Quality”, Journal of Marketing, April, pp. 31-46.
Zemsky, R., Massy, W. F. and Oedel, P. (1993), “On Reversing the Ratchet”, Change,
May/June, pp. 56-72.
Zhao, X., Bai, C. and Hui, Y. V. (2002), “An Empirical Assessment of Application of
Servqual in Mainland Chinese Department Store”, Total Quality Management, Vol.13,
No.2, pp. 241-254.
Zikmund, W.G. (2003), Business Research Methods, 7th Edn., Thompson South-
Western: Ohio.
175
Zineldin, M., Akdag, H., and Vasicheva, V. (2011), “Assessing Quality in Higher
Education: New Criteria for Evaluating Students‟ Satisfaction”. Quality in Higher
Education, Vol. 17, pp. 231-243.