6Parasuraman, A., Zeithaml, V.A., Berry, L.L.A Conceptual Model of Service Quality and Its Implications for Future Research [J].Joural of Marketing, 1985, (3) :41-50.
7Aldfidge, S. & Rowley, J. Measuring customer satisfaction in higher education. Quality Assurance in Education. 1998, 6 (4): 197- 204.
8Buttle, F."SERVQUAL: Review, Critique, Research Agenda". European Journal of Marketing. 1996,Vol. 30, No. 1: 8-32.
9Churchill Jr., Gilbert A., Surprenant, Carol. "An Investigation Into the Determinants of Customer Satisfaction". Janmal of Marketing Research (JMR).1982,Nov82, Vol. 19 Issue 4:491, 14p, 7 charts, 3 diagrams; (AN 5005333 ).
10Churehill, Gilbert A. A paradigm for developing better measures of marketing constructs. Journal of Marketing Research. 31 (3), 1979: 64-73.
