المجلة الدولية لنشر البحوث والدراسات

International Journal of Research and Studies Publishing

doi.org/10.52133/ijrsp.v3.35.9

Bndrmq@gmail.com

دكتوراه في إدارة الأعمال، كلية إدارة الأعمال، جامعة لينكولن، ماليزيا (1)
دكتوراه في إدارة الأعمال، جامعة بورغوني، ديجون، فرنسا (2)

1.7. المراجع العربية:
- بلال بن زكري، 2014. ﺟودة اﻟﺧدﻣﺎت وأﺛرﻫﺎ ﻋﻠﻰ رﺿﺎ اﻟﻌﻣﻼء دراﺳﺔ فندق الاخوة بوعلي – عين مليلة – أطروحة ماجستير غير منشورة، جامعة أم البواقي – الجزائر
- زكريا احمد عزام (2008)، مبادئ التسويق الحديث بين النظرية والتطبيق، دار المسيرة للطباعة والنشر والتوزيع
- عمر علي بابكر الطاهر ونزار بن عبد الله (2019). أثر جودة الخدمات المصرفية على رضا العملاء - دراسة ميدانية: المصارف التجارية بمحافظة الدرب- المملكة العربية السعودية. المجلة العربية للنشر العلمي الإصدار الرابع عشر 2 - 12 – 2019

2.7. المراجع الأجنبية

- Abdulqawi, Othman & Owen, Lynn. (2011). Adopting and measuring customer service quality (SQ) in Islamic banks: A case study in Kuwait finance house. International Journal of Islamic Financial Services Vol. 3. No. 1.
- Agyapong, G.K. (2011). The Effect of Service Quality on Customer Satisfaction in the Utility Industry - A Case of Vodafone (Ghana). International Journal of Biometrics, 6, 203.
- Ali, B. J., Gardi, B., Othman, B. J., Ahmed, S. A., Ismael, N. B., Hamza, P. A., Aziz, H. M., Sabir, B. Y., Anwar, G. (2021). Hotel Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management, 5(3), 14–28
- Bustanji, G. (2011), the fundamentals of modern marketing, Amman, Dar Wael for publication. P 180.
- Churchill Jr., G.A. and Surprenant, C. (1982) An Investigation into the Determinants of Customer Satisfaction. Journal of Marketing Research (JMR), 19, 491-504. http://dx.doi.org/10.2307/3151722
- Cronin Jr, J. J. & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
- Danish, R.Q., Humayon, A.A., Iqbal, H.J., Raza, S., & Shahid, J. (2018). The Impact of Service Quality and Service Value on Customer Satisfaction through Customer bonding: Evidence from telecommunication Sector. European Online Journal of Natural and Social Sciences: Proceedings, Vol 7, No 1(s) (2018)
- Davis, Mark & Heineke, Janelle. (2003). Managing Services: Using Technology to Create Value, Richard D Irwin
- Elmayar, Ashraf (2011) Assessing the Perceived Service Quality Levels in the Libyan Private and Public Banking Sectors: A Customer Perspective. Doctoral thesis, Northumbria University.
- Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Open. https://doi.org/10.1177/2158244020919517
- Garvin, D.A. (1988) Managing Quality: The Strategic and Competitive Edge. The Free Press, New York.
- Gronroos, C. (1984) A Service Quality Model and Its Marketing Implications. European Journal of Marketing, 18, 36-44.
- Haywood‐Farmer, J. (1988), "A Conceptual Model of Service Quality", International Journal of Operations & Production Management, Vol. 8 No. 6, pp. 19-29. https://doi.org/10.1108/eb054839
- Johnston, R. and Silvestro, R. (1990), “The determinants of service quality – a customer-based approach”, in The Proceedings of the Decision Science Institute Conference, San Diego, CA, November.
- Kotler, P. and Armstrong, G. (2004) Principles of Marketing. 10th Edition, Pearson-Prentice Hall, New Jersey.
- Lehtinen, U., and Lehtinen, J.R. (1982). Service quality- a study of dimensions. unpublished working paper, Service Management Institute, Helsinki, 439-460.
- Lovelock, C., & Gummesson, E. (2004). Whither Services Marketing? In Search of a New Paradigm and Fresh Perspectives. Journal of Service Research, 7, 20-41. https://doi.org/10.1177/1094670504266131
- Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.2307/1251430
- Sachdev, S.B., & Verma, H.V. (2004). Relatıve Importance of Servıce Qualıty Dımensıons: A Multispectral Study. Journal of Services Research. Apr-Sep2004, Vol. 4 Issue 1, p0-116. 24p
- Shaham, Samra (2016), The Effect of Service Quality on Customer Satisfaction, Loyalty and Word of Mouth; Evidence from Tourists in Antalya, Turkey, Unpublished Master's Thesis, Institute of Graduate Studies and Research, Eastern Mediterranean University, Gazimağusa, North Cyprus
- Silvestro, R., Johnston, R., Fitzgerald, L., & Voss, C.A. (1990). Quality Measurement in Service Industries. International Journal of Service Industry Management, 1, 54-66.
- Skelcher, C. (1992). Improving the Quality of Local Public Services. The Service Industries Journal, 12, 463-477. https://doi.org/10.1080/02642069200000059
- Slack, N.J. and Singh, G. (2020), "The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction : Supermarkets in Fiji", The TQM Journal, Vol. 32 No. 3, pp. 543-558. https://doi.org/10.1108/TQM-07-2019-0187
- Stewart, J.D., & Walsh, K. (1992). Change in the Management of Public Services. Public Administration, 70, 499-518.
- Zeithaml, V.A. (2000) Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn. Journal of the Academy of Marketing Science, 28, 67-85. http://dx.doi.org/10.1177/0092070300281007