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Jamy Ong & Adaviah (2022)

Blery, Evangelia & Batistatos, Nick & Papastratou, Efstathia & Perifanos, Ioannis & Remoundaki, Georgia & Retsina, Maria.
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Brandy, M. K., & Robertson, C. J. (2001). Searching for a Consensus on the Antecedent Role of Service Quality and
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Choy, Murphy & Ma, Nang & Shung, Koo. (2013). Performance Measurement Design for a Parcel Delivery Company. Lecture
Notes in Engineering and Computer Science. 3. 1565-1570. Retrieved from https://www.
researchgate.net/publication/288413754_Performance_Measurement_Design_for_a_Parcel_Delivery_Company.
Cole, Shu & Crompton, John & Willson, Victor. (2002). An Empirical Investigation of the Relationships Between Service
Quality, Satisfaction and Behavioral Intentions Among Visitors to a Wildlife Refuge. Journal of Leisure Research.
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Cole, Shu & Crompton, John. (2003). A conceptualization of the relationships between service quality and visitor satisfaction,
and their links to destination selection. Leisure Studies. 22. 65-80. 10.1080/02614360306572. Retrieved from
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Cronin, J. J.; Taylor, S. A. (1992) Measuring service quality: a reexamination and extension, Journal of Marketing, 56 (3), p.
55–68. Retrieved from https://www.jstor.org/stable/1252296.

El Saghier, N., & Nathan, D. (2013). Service quality dimensions and customers’ satisfactions of banks in Egypt. Paper
presented at the Proceedings of 20th International Business Research Conference.

Gaspersz, Vincent. 2005. “Total Quality Control”. Fourth Edition, Jakarta: PT. Gramedia Pustaka Utama.

Goh, Phei San and Kow, Wen Yi and Lee, Yew Chong and Loh, Woen Ni and Sam, Kar Hong (2013) The relationship between
service quality and customer satisfaction: An empirical study in banking industry. Final Year Project, UTAR.

Grönroos, Christian. (1993). A Service Quality Model and Its Marketing Implications. European Journal of Marketing. 18. 36-
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Gulc, Aleksandra. (2017). Courier service quality from the clients’ perspective. Ekonomia i Zarzadzanie. 9. 10.1515/emj-
2017-0004. Retrieved from https://www.researchgate.net/publication/314273568_Courier_service_
quality_from_the_clients'_perspective.

Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis. Seventh Edition. Prentice Hall,
Upper Saddle River, New Jersey.

Hennayake, Yashodhara. (2017). Impact of Service Quality on Customer Satisfaction of Public Sector Commercial Banks: A
Study on Rural Economic Context. International Journal of Scientific & Research Publications. 07. 156. Retrieved
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Hosany, Sameer & Gilbert, David. (2009). Measuring Tourists' Emotional Experiences toward Hedonic Holiday Destinations.
Journal of Travel Research - J TRAVEL RES. 48. 10.1177/0047287509349267.

Hudson, S., Hudson, P., & Miller, G. R. (2004). The measurement of service quality in the tour operating sector: A
methodological comparison. Journal of Travel Research, 42(Feb), 305-312.

Janahi, M. A., & Almubarak, M. (2017). The Impact of Customer Service Quality on Customer Satisfaction in Islamic
Banking. Journal of Islamic Marketing, 8, 595-604. Retrieved from https://doi.org/10.1108/JIMA-07-2015-0049.

Joefel T. Libo. (2021). Service Quality Influence on Customer Satisfaction in Courier Services: A Comparative Study.
American International Journal of Business Management (AIJBM). Volume 4, Issue 03. Retrieved from
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Khan, M.M., & Fasih, M. (2014). Impact of Service Quality on Customer Satisfaction and Customer Loyalty: Evidence from
Banking Sector.

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