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Nguồn tham khảo
| Tài liệu tham khảo | Loại | Chi tiết | ||||||
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| 1.. Abraham Pizam, and Taylor Ellis (1999), “Customer satisfaction and its measurement in hospitality enterprises”, International Journal of Contemporary Hospitality Management, Vol.11 No.7, pp.326-339 | Sách, tạp chí |
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| 2. Arash Shashin, “SERVQUAL and Model of Service Quality Gaps, A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services”.www.qmconf.com/Docs/0077.pdf | Sách, tạp chí |
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| 3. Parasuraman, A.V.A Zeithaml & Berry, LL (19998), “SERVQUAL: a multiple- item scale for measuring consumer perception of service quality”, Journal of Retailing, Vol.64 No.1, pp.12-37 | Sách, tạp chí |
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| 4. Cronin.J.J. & Taylor, S.A(1992). “Measuring Service Quality - A ReexaminationAnd Extension”. Journal of Marketing. Vol 56 July 1992 | Sách, tạp chí |
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| 7. King, Gerald (2000) “Causal Loop Diagramming of the Relationships amongCustomerSatisfaction,CustomerRetention,and Profitability”.www.ftp.infomatik.rwth.aachen.de/Publications/CEUR-ws/vol-72/ | Sách, tạp chí |
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| 8. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry (1985), “A Conceptual Model of Service Quality and Its Implications for Future Research”, Journal of | Sách, tạp chí |
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| 5. Joseph Juran & Frank Gryna; Armand Feigenbaum; American Society for Quality; Peter Senge at al. http://web2.concordia.ca/Quality/definitions.html6.Jones, T. O and W. Earl Sasser, 1995. Sasser, Is Customer Satisfaction an Indicator of Customer Loyalty | Link |
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