The Social Sciences
7199 - 7205
Abdullah, F., 2006. Measuring service quality in higher education: Three instruments compared. Int. J. Res. Method Educ., 29: 71-89.CrossRef | Direct Link |
Al-Mushasha, N.F. and A.B. Nassuora, 2012. Factors determining E-learning service quality in Jordanian higher education environment. J. Appl. Sci., 12: 1474-1480.Direct Link |
Baron, R.M. and D.A. Kenny, 1986. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. J. Pers. Social Psychol., 51: 1173-1182.CrossRef | PubMed | Direct Link |
Berry, L.L., V.A. Zeithaml and A. Parasuraman, 1985. Quality counts in services, too. Bus. Horiz., 28: 44-52.Direct Link |
Brady, M.K. and J.J. Cronin, 2001. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. J. Market., 65: 34-49.Direct Link |
Cronin, Jr. J.J. and S.A. Taylor, 1992. Measuring service quality: A reexamination and extension. J. Market., 56: 55-68.CrossRef | Direct Link |
Ghobadian, R.S., S.M. Speller and W.R. Jones, 1994. Service quality concepts and models. Int. J. Q. Manage., 11: 43-66.
Glynn, M.W. and E. Babakus, 1991. Service quality: The front-stage vs. the back-stage perspective. J. Serv. Marketing, 5: 59-70.Direct Link |
Gronroos, C., 1983. Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Boston.
Gronroos, C., 1988. Service quality: The six criteria of good perceived service quality. Rev. Bus., 9: 10-13.Direct Link |
Gronroos, C., 1990. Service Management and Marketing: Managing the Moments of Truth in Service Competition. Jossey-Bass, Hoboken, New Jersey,.
Hair, Jr., J.F., W.C. Black, B.J. Babin and R.E. Anderson, 2010. Multivariate Data Analysis. 7th Edn., Prentice Hall, Upper Saddle River, NJ., ISBN-13: 9780138132637, Pages: 785.
Hilmi, M.F., S. Pawanchik and Y. Mustapha, 2012. Perceptions on service quality and ease-of-use: Evidence from Malaysian distance learners. Malaysian J. Distance Educ., 14: 99-110.Direct Link |
Huang, R.T., 2007. Improving the service quality of distance education. Intl. J. Instructional Technol. Distance Learn., 5: 21-29.Direct Link |
Jusoh, Z. and L.Y. Lin, 2012. Personal financial knowledge and attitude towards credit card practices among working adults in Malaysia. Intl. J. Bus. Soc. Sci., 3: 176-185.Direct Link |
Kang, G.D. and J. James, 2004. Service quality dimensions: An examination of gronrooss service quality model. Managing Service Quality, 14: 266-277.CrossRef | Direct Link |
Kang, G.D., 2006. The hierarchical structure of service quality: Integration of technical and functional quality. Manag. Serv. Qual., 16: 37-50.CrossRef | Direct Link |
Kline, R.B., 2005. Principles and Practice of Structural Equation Modeling. 2nd Edn., Guilford Press, New York.
Ladhair, R., 2008. Alternative measures of service quality: A review. Managing Service Quality, 18: 65-86.Direct Link |
Lassar, W.M., C. Manolis and R.D. Winsor, 2000. Service quality perspectives and satisfaction in private banking. Int. J. Bank Market., 14: 181-199.CrossRef | Direct Link |
Lehtinen, J.R., 1983. Customer Oriented Service System. Service Management Institute, Finland, Helsinki.
Lehtinen, U. and J.R. Lehtinen, 1982. Service quality: A study of quality dimensions. Unpublished Working Paper, Service Management Institute, Helsinki, Finland.
Lewis, B.R., 1989. Quality in the service sector: A review. Int. J. Bank Market., 7: 4-12.CrossRef | Direct Link |
Mohanachandran, D.K. and S.S. Ramalu, 2000. Work and schooling challenges of open distance learning: Case study. Res. J. Soc. Sci. Manage., 2: 198-207.Direct Link |
Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1985. A conceptual model of service quality and its implications for future research. J. Market., 49: 41-50.CrossRef | Direct Link |
Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64: 12-40.Direct Link |
Pierrakeas, C., M. Xeno, C. Panagiotakopoulos and D. Vergidis, 2004. A comparative study of dropout rates and causes for two different distance education courses. Intl. Rev. Res. Open Distrib. Learn., Vol. 5,
Poon, W.C., L.T. Low and G.F. Yong, 2004. A study of Web-Based Learning (WBL) environment in Malaysia. Int. J. Educ. Manage., 18: 374-385.CrossRef | Direct Link |
Richard, M.D. and A.W. Allaway, 1993. Service quality attributes and choice behaviour. J. Serv. Marketing, 7: 59-68.Direct Link |
Sim, H.K.C. and R. Idrus, 2003. Student satisfaction in Malaysia: Customer-focused learner support. Asian J. Distance Educ., 1: 69-77.Direct Link |
Srikanthan, G. and J. Dalrymple, 2003. Developing alternative perspectives for quality in higher education. Int. J. Educ. Manage., 17: 126-136.CrossRef | Direct Link |
Tahar, E.M., 2008. Expectation and perception of posgraduate students for service quality in UTM. MSc Thesis, University of Technology, Malaysia, Johor Bahru, Malaysia.
Vinzant, J.C. and D.H. Vinzant, 1996. Strategic management and total quality management: Challenges and choices. Public Administration Q., 20: 201-219.Direct Link |
Ye, Q., R. Law, B. Gu and W. Chen, 2011. The influence of user-generated content on traveler behavior: An empirical investigation on the effects of e-word-of-mouth to hotel online bookings. Comput. Hum. Behav., 27: 634-639.CrossRef | Direct Link |
Yener, D., 2013. Students perceived service quality of distance learning courses in a dual-mode education system. Contemp. Educ. Technol., 4: 50-65.Direct Link |
Zaibaf, M., F. Taherikia and M. Fakharian, 2013. Effect of perceived service quality on customer satisfaction in hospitality industry: Gronroos service quality model development. J. Hospitality Marketing and Manage., 22: 490-504.Direct Link |