D. (1995), Measuring Satisfaction; or the Chain,
the Tree, and the 5est, trong Customer
Satisfaction Research, Brookes, R.
Bollen, K.A. (1989),
Structural Equations with Latent Variables, New
York: John Wiley & Sons.
& R, H Hoyle (1991), Perceived Cohesion: A
Conceptual and Empirical Examination, Social
Forces, 69 (2): 479-504 Cronbach, J. L. (1951),
Coefficient Alpha and the Internet Structure of
Tests, Psychometrika, 16 (3): 297-334
Cronin, J.J. & S. A Taylor
(1992), Measuring Service Quality: A
Reexamination and Extension, Journal of
Marketing, 56(July): 55-68 Hair, Jr. J. F. R. E.
Anderson, R. L. Tatham, & W. C Black (1998),
Multivariate Data Analysis, 5th ed., Prentice
hall Hayes. B. E. (1994), Measuring Customer
Satisfaction – Development and Use of
Questionnaire, Wisconsin : ASQC Quality
Hoelter, J. W. (1983), The Analysis
of Covariance Structure: Goodness-of-Fit
Indices, Sociological Methods and Research,
11:325-334 Lassar. W. M., C. Manolis, & R.D
Winsor (2000), Service Quality Perspectives and
Satisfaction in Private Banking, International
Journal of Bank Marketing, 18 (4):
Oliver, R. L. (1997), Satisfaction
– A Behavioural Perspective on
Consumers, New York : McGraw-Hill
Parasuraman. A., V. A. Zeithaml, & L. L.
Berry (1985), A conceptual model of service
quality and its implications for future, Journal
of Marketing, 49(Fall):41-50
A., V.A Zeithaml, & L. L. Berry (1988),
“SERVQUAL: a multiple-item scale for measuring
consumer perceptions of service quality” ,
Journal of Retailing, 64(1):
Parasuraman, A., V.A Zeithaml,
& L. L. Berry (1994), Alternative scales for
measuring service quality: a comparative
assessment based on psychometric and diagnostic
criteria, Journal of Retailing, 70(3): 201-
Spreng, R.A & R. D. Mackoy
(1996), An Empirical Examination of a Model of
Perceived Service Quality and Satisfaction,
Journal of Retailing, 72(2): 201-14.
Afthinos, Y., Theodorakis, N.D. and Nassis, P.
(2005). Customers‟ expectations of service in
Greek fitness centers. Managing Service Quality,
Vol. 15, No. 3, pp. 245-258.
G. and Kotler, P. (2006). Marketing: An
introduction. 8th Edition. New Jersey:
Berry, L.L. and
Parasuraman, A. (1991). Marketing Services:
Competing through Quality. New York: The Free
Blaikie, N. (2000). Designing
Social Research. New York: Blackwell
Blem, N. (2000). Service
Please South Africa. Johannesburg: Creda Press
Blose, J. E. and Tankersley,
W. B. (2004). Linking dimensions of service
quality to original outcomes. Managing service
quality, Vol. 14, No. 1, pp. 75-89. .Bodet, G.
(2006). Investigating Customer Satisfaction in a
Health ClubContaxt by an Application of the
Tetraclasse Model. European Sport Management
Quarterly, Vol. 6, No. 2, pp.
Brassington, F. and Pettitt, S.
(2000). Principles of Marketing. 2nd edition.
London: Prentice Hall, Pearson Education
Brink, A. and Berndt, A. (2004).
Customer Relationship Management and Customer
Service. Johannesburg: Juta and Company
Bruhn, M. and Georgie, D. (2006).
Service Marketing: Managing the service value
chain. London: Prentice Hall, Pearson Education
Chowdhary, N. and Prakash, M.
(2007). Prioritizing service quality dimensions.
Managing Service Quality, Vol. 17, No. 5, pp.
Coye, R.W. (2004). Managing
customer expectations in the service
International Journal of
service industry management. Vol. 15, No. 1, pp.
Creative Research Systems (2003).
Sample size calculator. [Online]
Research System. Available from:
www.surveysystems.com. [Accessed 15 May
Definitions. 2009. [Online].
Available from: http://www.cmcweb.ca/eic /site
/cmccmc. nsf/eng/fe00065.html. [Accessed 5 June
Dhurup, M, Singh, P.C. and
Surujlal, J. (2006). Customer Service Quality
Commercial Health and Fitness Centers.
South African Journal for Research in Sport,
Vol. 28, No. 2, pp.
Descriptive Research Design.
10 May 2009].
Fitzsimmons, J.A. and
Fitzsimmons, M.J. (2006). Service Management:
operations, strategy, and information
technology. 5th Edition. Singapore.
Freemantle, D. (2003).
Incredible customer service. Cambridge:
Futrell, C. (2004). Fundamentals
of Selling: Customers for Life through Service.
8th Edition. New York:
Gabbott, M. & Hogg, G.
(2002). Consumers and Services. Cambridge:
Bookcraft (Bath) Ltd.
.,Russell-Bennett, R. and Dagger, T. (2008). The
impact of service contact type and demographic
characteristics on service quality perceptions.
Journal of services Marketing, Vol. 22, No. 7,
Glossary of Business Terms.
(2009). [Online]. Available from:
[Accessed 5 June 2009].
reference documentation. (2008). Good data
reference documentation. [Online]. Available
[Accessed 15 May 2009].
(2003). Customer Service: A Practical Approach.
3rd Edition. New
Kim, D. and Kim,
S.Y. (1995). QUESC: An instrument for assessing
the service quality of sports centers in Korea.
Journal of Sport Management, Vol. 9, pp.
Kotler, P. and Keller, K.
(2006). Marketing Management. 12th Edition. New
Kurtz, L.D. and
Clow, K.E. (2002). Services Marketing. New York:
John Wiley andSons
Lagrosen, S. and Lagrosen,
Y. (2007). Exploring service quality in the
health and fitness industry. Managing Service
Quality, Vol. 17, No. 1, pp. 41-53.Lind, D, A.,
Marchal, W.G., and Mason, R.D. (2001).
Statistical Techniques in Business and
Economics. 11th Edition. New York:
Lovelock, C. (2001).
Service Marketing. People, Technology, Strategy.
Chicago: Prentice Hall International,
Malhotra, T. (2001). Statistical
Methods. 7th Edition. Ames, lowa: lowa State
King-Metters, K., Pullman, M. and Walton, S.
(2006). Successful service operations
management. 2nd Edition. Singapore:
Naoum, S. (2001).
Dissertation Research and Writing for
Construction Students. Los Angeles: Reed
Education and Professional Publishers
NRF Evaluation Centre. (2005).
Definition of Research. [Online] Available from:
[Accessed 10 May 2009].
Zeithaml, V.A. and Berry, L.L. (1985). A
conceptual model of service quality and its
implications for future research. Journal of
Marketing, Vol. 49, pp.
Parasuraman, A., Zeithaml, V.A.
and Berry, L.L. (1988). SERVQUAL: a multi-item
scale for measuring consumer perceptions of the
service quality. Journal of Retailing, Vol. 64,
No.1, pp. 12-40. Perez, M.S., Abad, J.C.,
Carillo, G.M and Fernandez, R.S. (2007). Effects
of service quality dimensions on behavioral
purchase intentions: A study in public-sector
transport. Managing service quality, Vol. 17,
No. 2, pp. 134-151. Quintana, J. (2006). The
greatest blind spot: Customer perception.
[Online] Available from: www.mycustomer.com.
[Accessed 15 May 2008]. 95
(2005). Applying gap analysis in the health
service to inform the service improvement
agenda. International journal of quality and
reliability management. Vol. 22, No. 3, pp.
Truong,T. and Foster, D. (2006).
Using Hostate to evaluate tourist satisfaction
at destinations: the case of Australian
Holidaymakers in Vietnam. Tourism Management.
Vol. 27, pp. 842-855.
Technology Services. (2002). GIS Mapping
Technology: A Place For Everything And
Everything In Its Place. [Online] Available
[Accessed 10 May 2009].
Welman, J.C. and
Kruger, S.J. (2003). Research Methodology. 2nd
Edition. Cape Town: Oxford University
Welman, J.C., Kruger, S.J. and
Mitchell, B. (2005). Research Methodology. 3nd
Edition. Cape Town: Oxford University
Woo, K. and Ennew, C.T. (2005).
Measuring business-to-business professional
service quality and its consequences. Journal of
business research. Vol. 58, pp.
Yang, M. and Yu, R. (2008).
The interviewer effect when there is an
education gap with the respondent: Evidence from
a survey on biotechnology in Taiwan. Social
Science Research Journal. Vol. 37, No. 4, pp.
Yeo, R.K. (2008). Brewing
service quality in higher education. Quality
assurance in education volume, Vol. 16, No. 3,
Zeithaml, V. A. &
Bitner, M. (2003). Service Marketing:
Integrating Customer Focus across the Firm. New
York: Irwin McGraw-Hill Inc.
V.A., Bitner, M.J. and Gremler, D.D. (2006).
Services Marketing: Intergrating Customer Focus
across the Firm. 4th Edition. New York: