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Deming W. Edwards , (1993), The New Economics for Industry ,

Government Education, Cambridge, MA:MIT Center for Advanced
Engineering Study.
Gagliano K.B. & Hathcote J., (1994), Customer Expectations and
Perceptions of Service Quality in Retail Apparel Specialty Stores, Journal
of Services Marketing, Vol 8, No 1, pp. 60-69.
Juran Joseph & Godfrey Blanton , (2000), Jurans Quality Handbook, 5th
Edition, Mc Graw- Hill, AV Pareto Analysis .
vretveit John, (2004), Formulating a Health Quality Improvement
Strategy, International Journal of Health Care Quality Assurance , vol 17,
No 7, pp. 368-376.
vretveit John, (2000), Total Quality Management in European
Healthcare, International Journal of Health Care Quality Assurance , Vol
13, No 2, February 2000, pp. 74-79.
Rose R., Uli J., Abdul M. & NG K., (2004), Hospital Service Quality: a
Managerial Challenge, International Journal of Hea lth Care Quality
Assurance, Vol 17, No 3, pp. 146 -159.
, (2005),
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(1993),

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15