Anda di halaman 1dari 15

BIBLIOGRAPHY

Agrawal, R. 2008. Public transportation and customer

satisfaction. Global Business Review 9(2): pp 257-272.

Akan, P. 1995Dimensions of service quality: a study in

Istanbul. Managing Service Quality, 5(6): pp 39-43.

Andaleeb, S. S. 1998. Determinants of customer satisfaction

with hospitals: A managerial model. International Journal of

Health Care Quality Assurance 11(6): pp 181-187.

Anderson Eugene W., Claes Fornell, and Roland T. Rust

(1997), Customer Satisfaction, Productivity, and Profitability:

Differences Between Goods and Services, Marketing Science,

16(2), pp129-145.
Anderson, Eugene W. and Vikas Mittal (2000), Strengthening

the Satisfaction-Profit Chain, Journal of Service Research,

3(2), pp 107-120.

Anderson, R. (1973). Consumer dissatisfaction: The effect of

disconfirmed expectancy on perceived product performance.

Journal of Marketing Research, 10(2), pp 38-44.

Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann

(1994), Customer Satisfaction Market Share, and Profitability:

Findings from Sweden, Journal of Marketing, 58(3), pp 53-66.

Anderson Eugene W., Claes Fornell, and Roland T. Rust

(1997), Customer Satisfaction, Productivity, and Profitability:

Differences Between Goods and Services, Marketing Science,

16(2), pp129-145.
Atkinson, A.1988. Answering the eternal question: what does

the customer want? The Cornell Hotel and Restaurant

Administration Quarterly, 29(2): pp 12-14.

Barsky, J.D. & Labagh, R. 1992. A strategy for customer

satisfaction. The Cornell Hotel and Restaurant Administration

Quarterly, 35(3): pp 32-40.

Bolton, Ruth N. (1998), A Dynamic Model of the Duration of

Customers Relationship with A continuous Service provider:

The role of Satisfaction, Marketing Science, 17(1), pp 45 65.

Cardozo, R.N. 1965. An experimental study of customer effort,

expectation and satisfaction. Journal of Marketing Research,

(2): pp 244-249.
Cardozo, R. (1965). An experimental study of customer effort,

expectation, and satisfaction. Journal of Marketing Research,

2(8), 244-249.

Choi, T. Y., & Chu, R.2001. Determinants of hotel guests'

satisfaction and repeat patronage in the Hong Kong hotel

industry. International Journal of Hospitality Management,

20: pp 277-297.

Cuomo, M. T. 2000. La customer satisfaction. Vantaggio

competitivo e creazione divalore. Padova: CEDAM.

CzepieI, J. A. 1990. Service encounters and service

relationships: Implications for research. Journal of Business

Research 20: pp 13-21.


Danahar, Peter J. (1998), Customer Heterogeneity in Service

Management, Journal of Service Research, 1(2), pp129-139.

DeWulf, Kristof, Gaby Odekerken-Schroder, and Dawan

Iacobucci (2001), Investments in Consumer Relationship: A

Cross-Country and Cross-Industry Exploration, Journal of

Marketing, 65 (4), pp 33-50.

Donabedian, A. 1980. Explorations in Quality Assessment and

Monitoring. Volume 1, The Definition of Quality and

Approaches to Its Assessment. Ann Arbor, Michigan: Health

Administration Press.

Drucker, Peter F. (1954), The practice of Management, Net

York :Harper & Row.


Eboli, L., and G. Mazzulla. 2007. Service quality attributes

affecting customer satisfaction for bus transit. Journal of

Public Transportation 10 (3): pp 21-34.

Ekinici, Y. 2003 An investigation of the determinants of

customer satisfaction. Tourism Analysis 8(2): pp 193-196.

Engel, J., D. Kollat & R. Blackwell (1968). Consumer behavior.

New York: Holt, Rinehart and Winston.

Festinger, L. (1957). A theory of cognitive dissonance. Stanford:

Stanford Press.

Garbarino, Ellen and Mark S. Johnson (1999), The Different

Roles of Satisfaction, Trust, and Commitment in Customer

Relationships, Journal of Marketing, 63(2), pp70-87.


Geetika, N. Tanuj, and U. Ashwini. 2008. Internet banking in

India: Issues and prospects. Journal of Bank Management VII

(2): pp 47-61.

Giese, J.L. & Cote, J. A. 2000. Defining Customer Satisfaction.

Academy of Marketing Science Review.

Gronroos, C. 1984. A service quality model and its marketing

implications. European Journal of Marketing 18: pp 36-44.

Gundersen, M. G., Heide, M. & Olsson, U. H. 1996. Hotel

Guest satisfaction among Business Travellers: What Are the

Important Factors? he Cornell Hotel and Restaurant

Administration Quarterly, 37(2): pp 72-81.

Hedvall, M. B., and M. Paltschik. 1989. An investigation in and

generation of service quality concepts. In Marketing Thought


and Practice in the 1990s, ed. Avlonitis, G.J. et al., European

Journal of Marketing Academy, Athens.

J.D.Power and Associates Reports. 2008a. Residential gas

utility satisfaction,

http://www.jdpower.com/corporate/utilities/

J. D. Power and Associates Reports. 2008b. Internet service

provider (ISP) residential customer satisfaction study.

J. D. Power and Associates Reports. 2008c. Satisfaction of

business customers with electric utilities continues to climb to

a new high due to improvements in customer care.

J. D. Power and Associates Reports. 2007. Global Van Lines,

Mayflower Transit and Two Men and a Truck rank highest in

customer satisfaction with full-service moving companies.


Jham, V., and K. M. Khan. 2008. Determinants of performance

in retail banking: Perspectives of customer satisfaction and

relationship marketing. Singapore Management Review,

p://findarticles.com/p/articles/mi_qa5321/is_200807/

ai_n27901656/.

Knutson, B. 1988. Frequent travellers: making them happy

and bringing them back. The Cornell Hotel and Restaurant

Administration Quarterly, 29(1): pp 83-87.

Lehtinen, J. R., and O. Lehtinen. 1982. Service quality: A

study of quality dimensions. Unpublished working paper,

Service Management Institute: Helsinki.

Loweman, Gary W. (1998), employess Satisfaction, Customer

Loyalty, and Financial Performance: An empirical Examination


of the Service Profit Chain in Retail Banking, Journal of

Service Research, 1(1), pp18-31.

Luo, X. & Homburg, 2007. C. Neglected Outcomes of Customer

Satisfaction. Journal of Marketing, 71(2): pp 133-149.

McQuitty, S., Finn, A. & Wiley, J. B. 2000. Systematically

Varying Customer Satisfaction and its Implications for Product

Choice. Academy of Marketing Science Review.

Mittal, Vikas and Wagner A. kamakura (2001), Satisfaction,

Repurchase Intent, and Repurchase Behavior: Investigating

the Moderating Effect of Customer Characteristics, Journal of

Marketing Research, 38(1), pp131-142.


Oliver, R.L. 1980. A Cognitive Model of the Antecedents and

Consequences of Satisfaction Decisions. Journal of Marketing

Research, (17): pp460-469.

Oliver, Richard L. and John E. Swan (1989), Consumer

Perceptions of Interpersonal Equity and Satisfaction in

Transactions: A Field Survey Approach, Journal of Marketing,

53(2), pp21-35.

Olorunniwo, F. & Hsu, 2006. Service quality, customer

satisfaction and behavioural intentions in the service factory.

Journal of Services Marketing, 20(1): pp 59-72.

Olson, J. & P. Dover (1979). Disconfirmation of consumer

expectations through product trial. Journal of Applied

Psychology (64), pp 179-189.


Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml

(1998),SERVQUAL: A Multiple-Item Scale for Measuring

Consumer Perceptions of Service Quality, Journal of Retailing,

64 (Spring), pp 12-40.

Parasuraman, A., V. A. Zeithaml, and L. L. Berry. 1985. A

conceptual model of service quality and its implications for

future research. Journal of Marketing 49 (Fall): 41-50.

Reichheld, Frederick (1996), The Loyalty Effect, Cambridge,

MA: Harvard Business School Press.

Ribire, V., A. J. LaSalle, R. Khorramshahgol, and Y. Gousty.

1999. Hospital information systems quality: A customer

satisfaction assessment tool. Thirty-Second Annual Hawaii

International Conference on System Sciences 4: 4011.


Rust, R. T., and R. C. Oliver. 1994. Service quality: Insights

and managerial implications from the frontier. In Service

Quality: New Directions in Theory and Practice, ed. Rust, R. T.,

and R. C. Oliver. London: Sage Publications.

Sachdev, S. B., and Verma, H. V. 2004. Relative importance of

service quality. Journal of Services Research 4(1): 93-116.

Singh, Vishal, Pradeep Chintagunta, and Jean-Pierre

Dube(2002), Balancing Profitability and Customer Welfare: An

Application to Zone Pricing by a Supermarket Chain, Working

Paper.

Sonne, A-M. 1999. Determinants of customer satisfaction with

professional services: A study of consultant services,

konomisk Fiskeriforskning, http://


www.fiskeriforskning.no/nofima/publikasjoner/konomisk_fisk

eriforskning/

konomisk_fiskeriforskning_1999_02/determinants_of_custome

r_satisfaction_with_professional_services_a_study_of_consulta

nts_services.

Spreng R.A. Makenzie, S.B. and olshavsky R.W(1996), A

Reexamination of the Determinants of customer satisfaction.

Journal of Marketing, Vol.to pp 15-32

Reference Books

PHILIP KOTLER Marketing Management (Millennium


edition)

Marketing Management 2nd edition GUPTA and NAIR

C.R. KOTHARI (2003) Research Methodology 2 nd


edition- published by K.K Gupta for New Age
International private limited.

HARPER, W. BOYD, (1998) Marketing Research,


A.I.T.B. cations, New Delhi
WEBSITES

WWW.Google.com
WWW.Sifysearch.com
WWW.yahoo.co.in

Anda mungkin juga menyukai