You are on page 1of 2

References Muhammad Asif Khan (2010) An Empirical Assessment of Service Quality of Cellular Mobile Telephone Operators in Pakistan Asian

Social Science, Vol. 6, No. 10 Berry, L.L., Parasuraman, A., Zeithaml, V.A., & Adsit, D. (1994). Improving service quality in America: lessons learned. Academy of Management Executive, 8(2), 32-52. Bitner, M.J. (1990). Evaluation service encounters: the effects of physical surrounding and employee responses. Journal of Marketing, 54, 69-82. Brown, S.W., & Swartz, T. (1989). A gap analysis of professional service quality. Journal of Marketing, 53(2), 92-8. Brown, T., Churchill, G., & Peter, J. (1993). Improving the measurement of service quality. Journal of Retailing,69(1), 127-39. Business Monitor International. (2010) Pakistan Telecommunication Report. Retrieved January 23, 2011, from http://74.125.153.132/search? q=cache:fS6swo66NJ8J.www.prlog.org/10623130 new market-research-report-pakistan-telecommunicatios-report-q2 2010.pdf Customer Satisfaction.(2007). Customer Satisfaction with Wireless Service Providers and Wireless Phone Manufacturers in Canada Declines Significantly. Retrieved January 23, 2011, from http://www.slashphone.com/1/8772.html International Telecommunication Union. (2009). Measuring the information society, the ICT development index. Retrieved January 23, 2011, from http://www.itu.int/ITUD/ict/publications/idi/2009/index.html Accenture. (2008). High Performance in the Age of Customer Centricity, Customer Satisfaction Research. Retrieved January 23, 2011, from http://www.acenture.com/NR/rdonlyres/19C0C8E9-C53E-4DC9-863C8F272CE0D033/0/Exec Summary _2007_ Global Customer SatisfactionSurvey_Final.pdf. Abu, N. K. (2004). Service quality dimensions: A study on various sizes of grocery retailers A conceptual paper, Proceeding of IBBC, p.633-641. Akan, P. (1995). Dimensions of service quality: a study in Istanbul, Managing service quality, MCB University Press, Vol.5, Number 6, p.39-43. Asubonteng, P., McCleary, K.J. & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality, The Journal of Services Marketing, Vol.10, Number 6, p.62-81. Badri, M. A., Abdulla, M. & Al-Madani, A. (2005). Service quality assessment and application of SERVQUAL, Vol. 22, Number 8, p. 819-848.

Baileyt, J. E. & Pearson, S. W. (1983). Pearson development of a tool for measuring and analyzing computer user satisfaction. Management science, Vol. 25, Number 5. Bojanic, D. C. & Rosen, L. D. (1994). Measuring service quality in restaurants: an application of the Servqual instrument, Journal of Hospitality & amp; Tourism Research 1994; Vol.18, Number 3, p.4-14. Bougoure, U. & Lee, B. (2009). Service quality in Hong Kong: wet markets vs supermarkets, British Food Journal, Vol. 111, Number 1, p.70-79. Brady, M. K. & Cronin, J. Jr. (2001). Some new thoughts on conceptualising perceived service quality. A hierarchical approach, Journal of Marketing, Vol. 65, p.34-49. Buttle, F. (1996). SERVQUAL; review, critique, research agenda, European Journal of Marketing, Vol. 30, Number 1, p.8-32. Carpenter J. M. & Moore, M. (2006), Consumer demographics, store attributes, and retail format choice in the US grocery market, International Journal of Retail & Distribution management, Vol. 34, Number 6, p.432-452. Chowdhary, N. & Prakash, M. (2007). Prioritising service quality dimensions. Management Service Quality, Vol. 17, Number 5, p.493-509. Cronin, J. J., & Taylor, S. A. (1992) Measuring service quality; a re-examination and extension. The Journal of Marketing, Vol. 56, Number 3, p.55-68. Curry, A. & Sinclair, E. (2002). Assessing the quality of physiotherapy services using Servqual. International Journal of Health Care Quality Assurance, Vol. 15, Number 5, p.197 205. Douglas, L. & Connor, R. (2003). Attitudes to service quality- the expectation gap, Nutrition & Food Science, Vol. 33 Number 4, p.165-172

You might also like