References
- Akbar, M. M., and Parvez, N. 2009. "Impact of Service Quality, Trust, and Customer Satisfaction on Customers loyalty." ABAC Journal 29(1):24-38.
- Anderson, J. C., and Narus, J. A. 1990. "A model of distributor firm and manufacturer firm working partnerships." Journal of Marketing 54(January):42-53.
- Anderson, E., and Sullivan, M. 1993. "The antecedents and consequences of customer satisfaction for firms." Marketing Science 12(1):125-43. https://doi.org/10.1287/mksc.12.2.125
- Bolton, R. N., and Drew, J. H. 1991a. "A longitudinal analysis of the impact of service changes on customer attitudes." Journal of Marketing 55(1):1-9. https://doi.org/10.2307/1252199
- Bolton, R. N., and Drew, J. H. 1991b. "A multistage model of customers' assessments of service quality and value." Journal of Consumer Research 17(January):375-84. https://doi.org/10.1086/208564
- Boulding, W., Kalra, A., Staelin, R., and Zeithaml, V. A. 1993. "A dynamic process model of service quality: from expectations to behavioral intentions." Journal of Marketing Research 30(February):7-27. https://doi.org/10.2307/3172510
- Chaudhuri, A., and Holbrook, M. 2001. "The chain of effects from brand trust and brand effect to brand performance: the role of brand loyalty." Journal of Marketing 65(2):81-93. https://doi.org/10.1509/jmkg.65.2.81.18255
- Corbitt, B. J., Thanasankit, T., and Yi, H. 2003. "Trust and e-commerce: a study of consumer perceptions." Electronic Commerce Research & Application 2(3):203-15. https://doi.org/10.1016/S1567-4223(03)00024-3
- Cronin Jr, J. J., and Taylor, S. A. 1992. "Measuring service quality: a reexamination and Extension." Journal of Marketing 56(July):55-68.
- Crosby, L. A., and Stephens, N. 1987. "Effects of relationship marketing on satisfaction, retention and prices in the life insurance industry." Journal of Marketing Research 24:404-11. https://doi.org/10.2307/3151388
- Fornell, C. 1992. "A national customer satisfaction barometer: the Swedish experience." Journal of Marketing 56 (January):6-21. https://doi.org/10.2307/1252129
- Garbarino, E., and Johnson, M. 1999. "The different roles of satisfaction, trust and commitment in customer relationships." Journal of Marketing 63(2):70-87. https://doi.org/10.2307/1251946
- Ghane, S., Fathian, M., and Gholamian, M. R. 2011. "Full Relationship among E-Satisfaction, E-Trust, E-Service Quality, and E-Loyalty: The Case of Iran E-Banking." Journal of Theoretical and Applied Information Technology 33(1):1-6.
- Gronroos, C. 1984. "A service quality model and its marketing implications." European Journal of Marketing 18(4):36-44. https://doi.org/10.1108/EUM0000000004784
- Gronroos, C. 2001. "The perceived service quality concept - a mistake?" Managing Service Quality 11(3):150-52. https://doi.org/10.1108/09604520110393386
- Hart, C. W., and Johnson, M. D. 1999. "Growing the trust relationship." Marketing Management 14(Spring):8-19.
- Kassim, N., and Nor Asiah Abdullah, N. A. 2010. "The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis." Asia Pacific Journal of Marketing and Logistics 22(3):351-71. https://doi.org/10.1108/13555851011062269
- Lim, K. and Razzaque, A. M. 1997. "Brand loyalty and situational effects: An interactionist perspective." Journal of International Consumer Marketing 9(4):95-115. https://doi.org/10.1300/J046v09n04_06
- Moorman, C., Deshpande, R., and Zaltman, G. 1993. "Factors affecting trust in market research relationships." Journal of Marketing 57(January):81-101. https://doi.org/10.2307/1252059
- Morgan, R. M., and Hunt, S. D. 1994. "The commitment-trust theory of relationship Marketing." Journal of Marketing 58(July):20-38.
- NQRC. 1995. "American Customer Satisfaction Index Methodology Report." University of Michigan Business School, Ann Arbor, MI.
- Oliver, R. L. 1997. Satisfaction: A Behavioral Perspective on the Consumer, New York: McGraw-Hill.
- Omar et al. 2009. "Parent's perceived Service Quality, Satisfaction and Trust of a Childcare centre: Implication on Loyalty." International Review of Business Research Papers 5(5):299-314.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1988. "SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality." Journal of Retailing 64(Spring):12-40.
- Parasuraman, A., Zeithaml, V. A., and Berry, L. L. 1994. "Reassessment of expectations as a comparison standard in measuring service quality: implications for further research." Journal of Marketing 58(January):111-24. https://doi.org/10.2307/1252255
- Ribbink et al. 2004. "Comfort your online customer: quality, trust and loyalty on the internet." Managing Service Quality 14:446-56. https://doi.org/10.1108/09604520410569784
- Sadeh et al. 2011. "The Structural Model of E-service quality, E-customer Satisfaction, Trust, Customer Perceived Value and E-loyalty." Australian Journal of Basic and Applied Science 5(3):532-38.
- Singh, J., and Sirdeshmukh, D. 2000. "Agency and trust mechanisms in customer satisfaction and loyalty judgements." Journal of the Academy of Marketing Science 28(1):150-67. https://doi.org/10.1177/0092070300281014
- Sirdeshmukh, D., Singh, J., and Sabol, B. 2002. "Consumer trust, value and loyalty in relational exchanges." Journal of Marketing 66(1):15-37. https://doi.org/10.1509/jmkg.66.1.15.18449
- Spreng, R. A., and Mackoy, R. D. 1996. "An empirical examination of a model of perceived service quality and satisfaction." Journal of Retailing 72(2):201-14. https://doi.org/10.1016/S0022-4359(96)90014-7
- Sureshchanndra, G. S., Rajendran, C., and Anantharaman, R. N. 2003. "The relationship between service quality and customer satisfaction - a factor specific approach." Journal of Service Marketing 16(4):363-79.
- Zeithaml, V. A., and Bitner, M. 1996. Service Marketing, New York: McGraw-Hill.