1Soekisno Hadikoemoro. A Comparision Of Public And Private University Students Expectations And Percetions Of Service Quality In Jakarta Indonesia[D]. Nova Southeastern University, 2001: 39-40.
8Gronroons,C. A service quality model and its marking implica- tions[J]. European Journal of Marketing, 1984, (4) : 36-44.
9Parasuramn,A. , Zeithaml,V.A. , & Berry,L.L. A Conceptual conceptual Model of Service Quality and Its Implications for Future Research[J]. Journal of Marketing, 1985, (4) :41-50.
10Parasuramn,A. ,Zeithaml,V.A. , & Berry,L.L. SERVQUAL: A mul- tiple-item scale for measuring consumer perceptions of service quali- ty[J]. Journal of Retailing, 1988, (1) : 12-37.
