- Mơ hình thứ hai kiểm định mối quan hệ giữa ba biến độc lập chất lượng dịch vụ hữu hình (CLDVHH), chất lượng dịch vụ vơ hình (CLDVVH) và mối quan hệ khách
Tài liệu tiếng Việt:
1. Jill Dyché (2009), Cẩm nang quản lý mối quan hệ khách hàng, Huỳnh Minh Em dịch, Nhà xuất bản tổng hợp TP.HCM
2. Hồ Minh Sánh (2010), Đo lường chất lượng dịch vụ, sự thỏa mãn và lịng trung thành của khách hàng đối với dịch vụ ADSL, Luận án thạc sĩ ĐHKT.
3. Hồng Trọng & Hồng Thị Phương Thảo (2007), Quản trị chiêu thị, NXB.T.kê
4. Hồng Trọng và Chu Nguyễn Mộng Ngọc (2008), Phân tích dữ liệu nghiên cứu với SPSS, NXB. Hồng Đức, Trường ĐH Kinh tế TP.HCM.
5. Nguyễn Đình Thọ và Nguyễn Thị Mai Trang (2008), Nghien cứu khoa học Marketing - Ứng dụng mơ hình cấu trúc tuyến tính SEM, NXB.ĐH Quốc gia TP.HCM.
6. Phạm Thị Minh Hà (2009), Mối quan hệ giữa chất lượng dịch vụ cảng biển và sự thỏa mãn, hài lịng của khách hàng tại TPHCM, Luận án thạc sĩ ĐHKT.
7. Phan Thị Thu Hà (2009 ), Quản trị ngân hàng thương mại , NXB.GTVT
8. Trịnh Quốc Trung (2009), Marketing ngân hàng, NXB. Thống kê, Trường Đại học Ngân hàng TP.HCM.
9. Tạp chí Phát triển KH&CN, tập 9, số 10-2006
10. Tạp chí Sài Gịn Đầu Tư Tài Chính ngày 4/2/2010, trang 14 Tài liệu tiếng Anh:
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