1 |
Oliver, R. L., "An Investigation of the Attribute Basis of Emotion and Related Affects in Consumption : Suggestions for a Stage-Specific Satisfaction Framework", in Advances in Consumer Research, eds., John F. Sherry, Jr. and Brian Sternthal, Provo, UT : Association for Consumer Research, Vol.19(1992), pp.237-244.
|
2 |
Oliver, R. L., "Measurement and evaluation of satisfaction process in retail settings", Journal of Retailing, Vol.57(1981), pp.25-48.
|
3 |
Parasuraman, A., V. A. Zeithaml, and L. L. Berry, "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol.49(1985), pp.41-50.
|
4 |
Pritchard, M. P., M. E. Havitz, and R. H. Dennis, "Analyzing the Commitment-Loyalty Link in Service Contexts", Academy of Marketing Science, Vol.34, No.4(2006).
|
5 |
Ribbink, D., A. C. R. Van Riel, V. Lijander, and S. Streukens, "Comfort your online customer : Quality, trust and loyalty on the internet", Managing Service Quality, Vol.14, No.6(2004), pp.446-456.
DOI
ScienceOn
|
6 |
Spreng, R. A. and R. D. Mackoy, "An empirical examination of a model of perceived service quality and satisfaction", J. Retailing, Vol.72(1996), pp.201-214.
DOI
ScienceOn
|
7 |
Stafford, T. F. and M. R. Stafford, "Identifying Motivations for the Use of Commercial Web Sites", Information Resources Management Journal, Vol.14, No.1(2001).
|
8 |
Sureshchanndra, G. S., C. Rajendran, and R. N. Anantharaman, "The relationship between service quality and customer satisfaction-a factor specific approach", Journal of Service Marketing, Vol.16(2002), pp. 363-379.
DOI
ScienceOn
|
9 |
Teas, R. K., "Expectations as a Comparison Standard in Measuring Service Quality : An Assessment of a Reassessment", Journal of Marketing, Vol.58, No.1(1994), pp.132-139.
DOI
ScienceOn
|
10 |
Tyran, C. K. and S. C. Ross, "User Assessment of An Advisory Service System : Use of The E-S-Qual Instrument", Issues in Information Systems, Vol.8, No.2(2007) pp. 26-31.
|
11 |
Wang, Y., H. P. Lo., and Y. Yang, "An Integrated Framework for Service Quality, Customer Value, Satisfaction : Evidence from Chinaʼs Telecommunication Industry", Information Systems Frontiers, Vol.6, No.4 (2004), pp. 325-340.
DOI
ScienceOn
|
12 |
Yi, Y. and S. La, "What influences the relationship between customer satisfaction and repurchase intention? investigating the effects of adjusted expectations and customer loyalty", Psychology and Marketing, Vol.21, No.5(2004), pp.351-373.
DOI
ScienceOn
|
13 |
Zins, A. H., "Relative attitudes and commitment in customer loyalty models", International Journal of Service Industries Management, Vol.12, No.3(2001), pp.269-294.
DOI
ScienceOn
|
14 |
Bolton, R. N. and J. H. Drew, "A Multistage Model of Customersʼ Assessments of Service Quality and Value", Journal of Consumer Research, Vol.17, No.1(1990), pp.375-384.
|
15 |
Alkhalaf, S., S. Drew, and A. Nguyen, "Validation of the IS Impact Model for Measuring the Impact of e-Learning Systems in KSA Universities : Student Perspective", International Journal of Advanced Computer Science and Applications, Vol.3, No.5 (2013), pp.73-78.
|
16 |
Andaleeb, S. S. and A. K. Basu, "Technical complexity and consumer knowledge as moderators of service quality evaluation in the automobile industry", Journal of Retailing, Vol.70, No.4(1994), pp.367-381.
DOI
ScienceOn
|
17 |
Babakus, E. and G. W. Boller, "An Empirical Assessment of the SERVQUAL Scale", Journal of Business Research, Vol.24(1992), pp.253-268.
DOI
ScienceOn
|
18 |
Boshoff, C. and B. Gray, "The relationships between service quality, customer satisfaction, and buying intentions in the private hospital industry", South African Journal of Business Management, Vol.35, No.4 (2004), pp.27-37.
|
19 |
Brady, M. K. and C. J. Robertson, "Searching for a consensus on the antecedent role of service quality and satisfaction : an exploratory cross-national study", Journal of Business Review, Vol.51, No.1(2001) p.53.
DOI
ScienceOn
|
20 |
Brown, T. J., G. A. Churchill, Jr and J. P. Peter, "Improving the Measurement of Service Quality", Journal of Retailing, Vol.69, Issue.1(1993), pp.127-140.
DOI
ScienceOn
|
21 |
Dabholkar, P. A., C. D. Shepherd, and D. I. Thorpe, "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(2000), pp.139-173.
DOI
ScienceOn
|
22 |
Chen, Z. and A. J. Dubinsky, "A conceptual model of perceived customer value in ecom merce : apreliminary investigation", Psychology and Marketing, Vol.20, Issue.4 (2003), pp.323-347.
DOI
ScienceOn
|
23 |
Cronin Jr, J. J. and S. A. Taylor, "Service fads-meaningful strategies for the real world", Sloan Management Review, Vol.30, No.4 (1989), pp.69-76.
|
24 |
Cronin Jr, J. J. and S. A. Taylor, "SERVPERF versus SERVQUAL : Reconciling Performance Based and Perceptions Minus Expectations Measurement of Service Quality", The Journal of Marketing, Vol.58, No.1 (1994), pp.125-131.
|
25 |
Fournier, S. and J. L. Yao, "Reviving Brand Loyalty : A Re-conceptualization within the Framework of Consumer-Brand Relationships", International Journal of Research in Marketing, Vol.14(1997), pp.451-472.
DOI
ScienceOn
|
26 |
Gremler, D. D., K. P. Gwinner, and S. W. Brown, "Word-of-Mouth Communication and Customer Loyalty to Service Providers" International Journal of Service Industry Management, Vol.12, Issue.1(2001), pp.44-59.
DOI
ScienceOn
|
27 |
Hirschman, A. O., "Exit, Voice, and Loyalty", Cambridge : Harvard University Press, 1970.
|
28 |
Hoffman, K. D. and J. E. G. Bateson, "Essentials of services marketing : Concepts, strategies, and cases", South-Western College Pub, 2010.
|
29 |
Iqbal, S. and I. A. Qureshi, "M-learning adoption : A perspective from a developing country", The International Review of Research in Open and Distance Learning, Vol.13, No.3.(2012), p.147.
|
30 |
Jones, M. A. and J. Suh, "Transaction-specific satisfaction and overall satisfaction : an empirical analysis", Journal of Services Marketing, Vol.14, No.2(2000), pp.147-159.
DOI
ScienceOn
|
31 |
Kotler, P., L. Brown, S. Adam, S. Burton, and G. Armstrong, Marketing 7th ed., Pearsons Education Australia, Frenchs Forest, N.S.W, 2007.
|
32 |
Lai, F., X. Zhao, and Q. Wang, "Taxonomy of Information Technology Strategy and Its Impact on the Performance of Third-Party Logistics (3PL) in China", International Journal of Production Research, Vol.45, No.10 (2007), pp.2195-2218.
DOI
ScienceOn
|
33 |
Lakshman, K. and S. P. Raj, "An empirical analysis of the relationship between brand loyalty and customer piece elasticity", Marketing Science, Vol.10 No.2(1991), pp.172-183.
DOI
ScienceOn
|
34 |
Lee, J., J. H. Lee, and L. Feick, "The Impact of Switching Costs on The Customer Satisfaction-Loyalfy Link : Mobile Phone Service In France", Journal of Service Marketing, Vol.15, No.I(2001), pp.35-48.
DOI
ScienceOn
|
35 |
Liaw, S. S. and H. M. Huang, "Perceived satisfaction, perceived usefulness and interactive learning environments as predictors to self-regulation in e-learning environments", Computers and Education, Vol. 60, No.1(2013), pp.14-24.
DOI
ScienceOn
|
36 |
Lovelock, C. H., P. G. Patterson, and R. H. Walker, Services Marketing : An Asia-Pacific Perspective, 2nd Ed. Australia : Prentice Hall, 2001.
|
37 |
Oliva, T. A., R. L. Oliver, and I. C. Mac-Millan, "A Catastrophe Model for Develop ing Service Satisfaction Strategies", Journal of Marketing, Vol.56(1992), pp.83-95.
|
38 |
Oliver, L. R., "A conceptual Model of Service Quality and Service Satisfaction : Compatible Goals, Different Concepts", Advances in Services Marketing and Management : Research and Practice, Vol.2(1993).
|