RRL AND REFFERENCES

 Good service quality results in the increase of customer satisfaction and leads to
longterm benefits in market share and profitability (Anderson, Fornell & Lehmann,
1994).

Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer Satisfaction, Market
Share, and Profitability: Findings from Sweden. Journal of Marketing, 58(3), 53.
http://doi.org/10.2307/1252310

 Students prefer higher education that provides better service quality and student
satisfaction (Tahir, Bakar, & Ismail, 2010)

Tahir, I. M., Bakar, N. M. A., & Ismail, W. Z. W. (2010). Importance-Performance Analysis

of Service Quality among Business Students: An Exploratory Study. Interdiciplinary
Journal of Contempory Research of Business, 2(1), 330–341. Retrieved from
https://www.researchgate.net/publication/202009720_Importance_Performance_Anal
ysis_o f_Service_Quality_among_Business_Students_An_Exploratory_Study

 Satisfaction is a customer response to the service provided (Tse & Wilton, 1998).

Tse, D. K., & Wilton, P. C. (1998). Models of customer satisfaction formation: an

extension. Journal of Marketing Research, 25(2), 204–212.