Parasuraman A Zeithaml VA and Berry LL 1986 SERVQUAL a multiple item scale

Parasuraman a zeithaml va and berry ll 1986 servqual

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Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986), "SERVQUAL: a multiple- item scale formeasuring customer perceptions of service quality" Scribd [Online] Available at <- 34
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LIST OF REFERENCES Shahin, A. (2010), “SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services”, Online artilcle. Van Iwaarden, J., van der Wiele, T., Ball, L., and Millen, R. (2003), "Applying SERVQUAL to web sites: An exploratory study", International Journal of Quality & Reliability Management Wikipedia [Online] Available at : <Q/ What_is_the _servqual model> [Accessed 20 October 2012] Wikipedia [Online] Available at: < ; [Accessed 20 October 2012] Zeithaml, Parasuraman & Berry, "Delivering Quality Service; Balancing Customer Perceptions and Expectations," Free Press, 1990 Zeithaml,V. A., Berry, L. L. and Parasuraman, A. (1996). The behavioral consequences of Service quality. Journal of Marketing Zekiri, J. (2011), “Applying SERVQUAL Model and Factor Analysis in Assessing Customer Satisfaction with Service Quality: The Case of Mobile Telecommunications in Macedonia”, Eurojournals 35
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APPENDIX Servqual Questionnaire for a Study on PCBs (Private Commercial Banks) in Bangladesh 36
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APPENDIX Business Management Dynamics Vol.1, No.1, July 2011, pp.01-11 37
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38 SOFT COPY OF PRESENTATION
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