Algharabat, R., Alalwan, A. A., Rana, N. P., & Dwivedi, Y. K. (2017). Three dimensional product presentation quality antecedents and their consequences for online retailers: The moderating role of virtual product experience. Journal of Retailing and Consumer Services, 36, 203-217.
Azar, A., & Momeni, M. (2002). Statistics and its use in management. Second volume, fifth.
Barlett, J. E., Kotrlik, J. W., & Higgins, C. C. (2001). Organizational research: Determining appropriate sample size in survey research. Information technology, learning, and performance journal, 19(1), 43.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828.
Chin K, Pun K. (2002 ). A proposed framework for implementation TQM in Chinese organization. Int J Qual and Reli Manag.;19(3):272-294
Donnelly M, Wisniewski M, Dalrymple JF, Curry AC (1995). Measuring service quality in local government: The SERVQUAL approach. Int J of Public Sector Management;8(7):15-20
Fisher, A. (2001). Winning the battle for customers. Journal of Financial Services Marketing, 6(1), 77-83.
Fu, X., & Juan, Z. (2017). Exploring the psychosocial factors associated with public transportation usage and examining the “gendered” difference. Transportation Research Part A: Policy and Practice, 103, 70-82.
García-Fernández, J., Gálvez-Ruíz, P., Fernández-Gavira, J., Vélez-Colón, L., Pitts, B., & Bernal-García, A. (2017). The effects of service convenience and perceived quality on perceived value, satisfaction and loyalty in low-cost fitness centers. Sport Management Review.
Grotenhuis, J. W., Wiegmans, B. W., & Rietveld, P. (2007). The desired quality of integrated multimodal travel information in public transport: Customer needs for time and effort savings. Transport Policy, 14(1), 27-38.
Jones, K., & Park, B. U. (2008). Note from the Korean Statistical Society and Elsevier.
Kelkar, M., 2010. SERVDIV: A Vedic approach to measurement of service quality. Services Marketing Quarterly, 31(4), pp.420-433.
Kerlinger Fred, N., & Lee Howard, B. (2000). Foundations of behavioral research. New York.
Kimita, K., Sugino, R., Rossi, M., & Shimomura, Y. (2016). Framework for Analyzing Customer Involvement in Product-service Systems. Procedia CIRP, 47, 54-59.
Kish, J. (2000). Before Your Customers Leave... Bank Marketing, 32(12), 30-35.
Duncan, E., & Elliott, G. (2002). Customer service quality and financial performance among Australian retail financial institutions. Journal of Financial Services Marketing, 7(1), 25-41.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Lim PC, Tang NK. (2000). A study of patients' expectations and satisfaction in Singapore hospitals. International Journal of Health Care Quality Assurance;13: 290-99
Liu, G., Yin, Z., Jia, Y., & Xie, Y. (2017). Passenger flow estimation based on convolutional neural network in public transportation system. Knowledge-Based Systems, 123, 102-115.
Lymperopoulos, C., Chaniotakis, I. E., & Soureli, M. (2006). The importance of service quality in bank selection for mortgage loans. Managing Service Quality: An International Journal, 16(4), 365-379.
Mahamad, O. and Ramayah, T., 2010. Service quality, customer satisfaction and loyalty: A test of mediation. International business research, 3(4), p.72.
Mike D, Mik W, John FD, Adrienne CC. (2002) . Measuring service quality in local government: the SERVQUAL approach. International Journal of Publicsector.
Osayawe Ehigie, B. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, 24(7), 494-508.
Panda, T. K. (2002). Creating customer life time value through effective CRM in financial services industry. Journal of Services Research, 2(2), 157.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12.
parasuraman and et al., (1998). "A conceptual model of service quality and The implication for further Research " Journal of marketing , vol . 49, Autumn , , pp.41-50.
Roberts, K, Varki, S and Brodie, R(2003) «Measuring quality of relationships in consumer services: an empirical study», European Journal of Marketing, Vol 37 Iss: 1/2, pp.169 - 196
Taeger, D., & Kuhnt, S. (2014). Statistical hypothesis testing. Statistical Hypothesis Testing with SAS and R, 3-16.