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■  6.0 REFERENCES

                Bernazzani, S. (n.d.). What Is Customer Satisfaction? Retrieved from SERVICE: https://blog.hubspot.com/service/what-is-
                       customer-satisfaction

                Arlen,  C.  (2020).  The  5  Service  Dimensions  All  Customers  Care  About.  Retrieved  from  SERVICE  PERFORMANCE:
                       https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/

                Measuring  Customer  Service  Quality  with  the  RATER  Framework.  (2020).  Retrieved  from simplesat:
                       https://www.simplesat.io/measuring-customer-service-quality-rater-framework/

                AL-Otaibi, A. S. (2010). Quality Assurance Practice Impact on Customers’ Satisfaction: A Case Study in IIUM .

                Iberahim, H. (2016). Customer Satisfaction on Reliability and Responsiveness of Self Service Technology for Retail Banking
                       Services. ScienceDirect.

                Alexandra  M.  Easson,  G.  T.  (2019,  april  5).  Measurements:  Validity,  Reliability,  and  Responsiveness.  Retrieved  from
                       Radiology Key: https://radiologykey.com/measurements-validity-reliability-and-responsiveness/

                Hyounae Min, Y. L. (2014). Factors Affecting Customer Satisfaction in Responses to Negative Online Hotel Reviews: The
                       Impact of Empathy, Paraphrasing, and Speed. Cornell Hospitality Quarterly.

                Arlen,  C.  (2020).  The  5  Service  Dimensions  All  Customers  Care  About.  Service  performance.  Retrieved  from
                       https://www.serviceperformance.com/the-5-service-dimensions-all-customers-care-about/

                Muhammad Ashlyzan Razik1, N. M. (2018). Measuring Parcel Service Quality in University using Servqual Model , vol 7,
                       pages 291-295.

                tylor, C. a. (n.d.). the servperf model. Retrieved from simplynote: http://www.simplynotes.in/e-notes/mbabba/service-
                       marketing-brand-management/the-servperf-model/

                solutions, s. (n.d.). multiple regression. Retrieved from complete dissertation: https://www.statisticssolutions.com/free-
                       resources/directory-of-statistical-analyses/multiple-
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                Salkind,    N.   J.   (2010).   Multiple   Regression   .   Retrieved   from   Sage   Research   Methods:
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                Atlanta, G. (2013). Creating an Analysis Plan. Centers for Disease Control and Prevention, 3.

                M, P. (2019, MAY 14). Scaling Techniques. Retrieved from THE INVESTOR BOOK: https://theinvestorsbook.com/scaling-
                       techniques.html

                Prachi. (2019, May 14). Scaling Techniques. Retrieved from the investor book: https://theinvestorsbook.com/scaling-
                       techniques.html

                Johor  Bahru,  Malaysia  Metro  Area  Population  1950-2021.  (2010-2021).  Retrieved  from  Metrotrends:
                       https://www.macrotrends.net/cities/21804/johor-bahru/population


                Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate data analysis: International version. New
                Jersey, Pearson.

                Clegg, B., Kersten, W., & Koch, J. (2010). “The effect of quality management on the service quality and business success of
                logistics service providers”. International Journal of Quality & Reliability Management, 27(2), 185-200. 2010.

                Ho,J.S.Y., Teik, D.O.L., Tiffany, F., Kok, L.F., & Teh, T.Y. “Logistics service quality among courier service in Malaysia”.
                Paper presented at the International Conference on Economics, Business Innovation, 2012.

                Kassim, N., & Asiah Abdullah, N. (2010). “The effect of perceived service quality dimensions on customer satisfaction,
                trust, and loyalty in e-commerce settings: A cross cultural analysis”. Asia Pacific Journal of Marketing and Logistics, 22(3),
                351-371,2010.




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