| Tài liệu tham khảo |
Loại |
Chi tiết |
| 1. Andreason, T., and Lindestad, B. (1997), “Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service experience”, International Journal of Service Industry Management, Vol. 9 No. 1, pp. 7-23 |
Sách, tạp chí |
| Tiêu đề: |
Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service experience |
| Tác giả: |
Andreason, T., and Lindestad, B |
| Năm: |
1997 |
|
| 2. Babakus, E., & Boller, G. W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business research, 24(3), 253-268 |
Sách, tạp chí |
| Tiêu đề: |
Journal of Business research, 24 |
| Tác giả: |
Babakus, E., & Boller, G. W |
| Năm: |
1992 |
|
| 4. Brady, M. K., & Cronin, J. J., Jr. (2001). Some new thoughts on conceptualizing perceived service quality and value. Journal of Consumer Research, 17(4), 375-384 |
Sách, tạp chí |
| Tiêu đề: |
Some new thoughts on conceptualizing perceived service quality and value |
| Tác giả: |
Brady, M. K., & Cronin, J. J., Jr |
| Năm: |
2001 |
|
| 5. Broderick, A. J., & Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of customer role. Marketing Intelligence &Planning |
Sách, tạp chí |
| Tiêu đề: |
Marketing Intelligence & |
| Tác giả: |
Broderick, A. J., & Vachirapornpuk, S |
| Năm: |
2002 |
|
| 6. Brown, T. J., Churchill, G. A., & Peter, J. P. (1993). Improving the measurement of service quality. Journal of retailing, 69(1), 127-139 |
Sách, tạp chí |
| Tiêu đề: |
Improving the measurement of service quality |
| Tác giả: |
Brown, T. J., Churchill, G. A., & Peter, J. P |
| Năm: |
1993 |
|
| 7. Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32 |
Sách, tạp chí |
| Tiêu đề: |
SERVQUAL: review, critique, research agenda |
| Tác giả: |
Buttle, F |
| Năm: |
1996 |
|
| 8. Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, 55-68 |
Sách, tạp chí |
| Tiêu đề: |
Measuring service quality: a reexamination and extension |
| Tác giả: |
Cronin Jr, J. J., & Taylor, S. A |
| Năm: |
1992 |
|
| 9. Cronin Jr, J. J., & Taylor, S. A. (1994). SERVPERF versus SERVQUAL: reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of marketing, 58(1), 125-131 |
Sách, tạp chí |
| Tiêu đề: |
SERVPERF versus SERVQUAL: "reconciling performance-based and perceptions-minus-expectations measurement of service quality |
| Tác giả: |
Cronin Jr, J. J., & Taylor, S. A |
| Năm: |
1994 |
|
| 10. Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment. Journal of Retailing, 76(2), 193-218.http://dx.doi.org/10.1016/S0022-4359(00)00028-2 |
Sách, tạp chí |
| Tiêu đề: |
). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environment |
| Tác giả: |
Cronin, J. J., Brady, M. K., & Hult, G. T. M |
| Năm: |
2000 |
|
| 12. Daniel, E. (1999). Provision of electronic banking in the UK and the Republic of Ireland. International Journal of Bank Marketing, 17(2), 72-82 |
Sách, tạp chí |
| Tiêu đề: |
Provision of electronic banking in the UK and the Republic of Ireland |
| Tác giả: |
Daniel, E |
| Năm: |
1999 |
|
| 14. Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-12.http://dx.doi.org/10.2307/1252129 |
Sách, tạp chí |
| Tiêu đề: |
A national customer satisfaction barometer: The Swedish experience |
| Tác giả: |
Fornell, C |
| Năm: |
1992 |
|
| 16. Garnet, V. (1996), “Twisting servicescape: diversion of the physical environment in a re-appropriation process”, International Journal of Service Industry Management, Vol. 8 No. 1, pp. 26-41 |
Sách, tạp chí |
| Tiêu đề: |
Twisting servicescape: diversion of the physical environment in a re-appropriation process |
| Tác giả: |
Garnet, V |
| Năm: |
1996 |
|
| 17. Gronroos Christian, (1982), Strategic Management & Marketing in Service Sector,Helsingfors, Finland Importance and Performance Analysis, International Journal ofHospitality & Tourism Administration, Vol. 8(3) 18. Gronroos, C. (1984), “A service quality model and its implications”,European Journal of Marketing, Vol 18, No 4, pp 36-44 |
Sách, tạp chí |
| Tiêu đề: |
A service quality model and its implications |
| Tác giả: |
Gronroos Christian, (1982), Strategic Management & Marketing in Service Sector,Helsingfors, Finland Importance and Performance Analysis, International Journal ofHospitality & Tourism Administration, Vol. 8(3) 18. Gronroos, C |
| Năm: |
1984 |
|
| 19. Gronroos, C. (1984), “A service quality model and its implications”, European Journal of Marketing, Vol 18, No 4, pp 36-44 |
Sách, tạp chí |
| Tiêu đề: |
A service quality model and its implications |
| Tác giả: |
Gronroos, C |
| Năm: |
1984 |
|
| 20. Grửnroos, C. (1988), “Service quality: the six criteria of good service quality”, Review of Business, Vol. 9, No. 3, pp. 10-13 |
Sách, tạp chí |
| Tiêu đề: |
Service quality: the six criteria of good service quality |
| Tác giả: |
Grửnroos, C |
| Năm: |
1988 |
|
| 21. Hair Jr., J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed.). Englewood Cliffs, NJ: PrenticeHall |
Sách, tạp chí |
| Tiêu đề: |
Multivariate data analysis (5th ed.) |
| Tác giả: |
Hair Jr., J. F., Anderson, R. E., Tatham, R. L., & Black, W. C |
| Năm: |
1998 |
|
| 22. Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1995). Multivariate date analysis with readings. Englewood Cliff, NJ: Prentce |
Sách, tạp chí |
| Tiêu đề: |
Multivariate date analysis with readings |
| Tác giả: |
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C |
| Năm: |
1995 |
|
| 23. Hair, J.F. Jr., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate Data Analysis, (5th Edition) |
Sách, tạp chí |
| Tiêu đề: |
Hair, J.F. Jr., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998) |
| Tác giả: |
Hair, J.F. Jr., Anderson, R.E., Tatham, R.L., & Black, W.C |
| Năm: |
1998 |
|
| 25. Hinrichs, J. R. (1976). Personnel training. Handbook of industrial and organizational psychology, 2(8), 829-860 |
Sách, tạp chí |
| Tiêu đề: |
Personnel training |
| Tác giả: |
Hinrichs, J. R |
| Năm: |
1976 |
|
| 26. Hoàng Tr ng và Chu Nguyễn Mộng Ng c (2008), Analysis of research data with SPSS–Hong Duc Publisher, Ho Chi Minh, Vietnam |
Sách, tạp chí |
| Tiêu đề: |
Analysis of research data with SPSS |
| Tác giả: |
Hoàng Tr ng và Chu Nguyễn Mộng Ng c |
| Năm: |
2008 |
|