Managing service quality in HE: is SERVQUAL the answer? Part 2
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2Parasuraman, A., Zeithaml, V.A. and Berry, L.L. “SERVQUAL: A multiple‐item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, 1988, pp. 12‐40.
3Parasuraman, A. Zeithaml, V.A. and Berry L.L. “Refinement and reassessment of the SERVQUAL scale”, Journal of Retailing, Vol. 67 No. 4, 1991, pp. 420‐50.
Bateson, J.E.G. Managing Services Marketing, 3rd ed., The Dryden Press, Fort Worth, TX, 1995.