Tài liệu tham khảo |
Loại |
Chi tiết |
[10] Lehtinen, U. and J.R. Lehtinen 1982. “Service quality: a study of quality dimensions”, Working Paper. Service Management Institute,Helsinki |
Sách, tạp chí |
Tiêu đề: |
Lehtinen, U. and J.R. Lehtinen 1982. “Service quality: a study of quality "dimensions”, Working Paper. Service Management Institute |
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[11] Buckley, Joan. "E-service quality and the public sector." Managing Service Quality: An International Journal 13.6 (2003): 453-462 |
Sách, tạp chí |
Tiêu đề: |
E-service quality and the public sector |
Tác giả: |
Buckley, Joan. "E-service quality and the public sector." Managing Service Quality: An International Journal 13.6 |
Năm: |
2003 |
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[12] Zeithaml, V.A & Bitner, M.J (2000), Services Marketing, McGraw Hill,Boston |
Sách, tạp chí |
Tiêu đề: |
Zeithaml, V.A & Bitner, M.J (2000), "Services Marketing |
Tác giả: |
Zeithaml, V.A & Bitner, M.J |
Năm: |
2000 |
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[13] Cronin, J.J., & Taylor, S. A. (1992), “Measuring service quality: A reexamination and extension”, Journal of Marketing, 56(5), pp. 55- 68 |
Sách, tạp chí |
Tiêu đề: |
Cronin, J.J., & Taylor, S. A. (1992), “Measuring service quality: A reexamination and extension”, "Journal of Marketing |
Tác giả: |
Cronin, J.J., & Taylor, S. A |
Năm: |
1992 |
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[14] Kotler, P., & Keller, K.L. (2006), Marketing Management, Vol 14, 12th Edition, Pearson Prentice Hall, Upper Saddle River, New Jersey, USA, pp. 45-52 |
Sách, tạp chí |
Tiêu đề: |
Kotler, P., & Keller, K.L. (2006), "Marketing Management |
Tác giả: |
Kotler, P., & Keller, K.L |
Năm: |
2006 |
|
[15] Mohammed Ateeq Alanezi, Ahmad Kamil and Shuib Basri (2010), “Aproposed instrument dimensions formeasuring e-government service quality”, International Journal of u-and eService, Science and Technology, Vol.3(4), pp. 1-18 |
Sách, tạp chí |
Tiêu đề: |
Mohammed Ateeq Alanezi, Ahmad Kamil and Shuib Basri (2010), “Aproposed instrument dimensions formeasuring e-government service quality”, "International Journal of u-and eService |
Tác giả: |
Mohammed Ateeq Alanezi, Ahmad Kamil and Shuib Basri |
Năm: |
2010 |
|
[16] Oliver, RL. (1997), Satisfaction: A behaviuoral Perspective on the consumer, New York: Irwin/McGraw-Hill, 432 Pages |
Sách, tạp chí |
Tiêu đề: |
Oliver, RL. (1997), "Satisfaction: A behaviuoral Perspective on the consumer |
Tác giả: |
Oliver, RL |
Năm: |
1997 |
|
[17] Parasuraman, A., V.A. Zeithaml, & L.L. Berry (1984), “Reassessment of expectations as a comparison standard in measuring service quality:implcation for future research”, Journal of Marketing, 58(1), pp. 111- 124 |
Sách, tạp chí |
Tiêu đề: |
Parasuraman, A., V.A. Zeithaml, & L.L. Berry (1984), “Reassessment of expectations as a comparison standard in measuring service quality: implcation for future research”, "Journal of Marketing |
Tác giả: |
Parasuraman, A., V.A. Zeithaml, & L.L. Berry |
Năm: |
1984 |
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