@incollection{,
	
					
					
					54DACB568F4B1C80651B104024C09DD7
				,
	author={{ravikiran} and {GurbinderSingh} and {ManeekKumar} and {Thapar University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1483948
}

@incollection{b0,
	
	
		,
	title={{Evaluating Service Quality Dimensions within e-Commerce SMEs}}
		,
	author={{
			GDApril
		} and {
			SPather
		}}
		
	
	
		,
	journal={{Electronic Journal Information Systems Evaluation}}
		
			11
			
			,
	year={2008}
		
	

}

@book{b1,
	
	
		,
	title={{Preventing Students from Dropping Out}}
		,
	author={{
			AAstin
		}}
		
			,
	year={1975}
			,
	publisher={Jossey Bass}
			,
	address={San Francisco}
		
	

}

@book{b2,
	
	
		,
	title={{Restoring the Pillars of Higher Education' Quality Progress}}
		,
	author={{
			KBemoski
		}}
		
			,
	year={1991}
			
		
	

}

@book{b3,
	
	
		,
	title={{Quality by Design: Towards a Framework for Academic Quality Management}}
		,
	author={{
			DBill
		}}
		,
	editor={Smart, John}
		
			,
	year={1992}
		
	
	,
	note={Higher Education: Handbook for Theory and Research}

}

@book{b4,
	
	
		,
	author={{
			KABollen
		}}
		,
	title={{Structural Equation with Latent Variables}}
				New York, NY
		
			,
	publisher={John Wiley & Sons}
			,
	year={1989}
		
	

}

@incollection{b5,
	
	
		,
	title={{Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach}}
		,
	author={{
			MKBrady
		} and {
			JJCroninJr
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			
			,
	year={2001}
		
	

}

@book{b6,
	
	
		,
	title={{Integrerad organisations lara}}
		,
	author={{
			LBruzelius
		} and {
			P-HSkarvad
		}}
		
		
			,
	year={2004}
			,
	address={Lund}
		
	
	,
	note={Student litteratur}

}

@book{b7,
	
	
		,
	title={{Determinants of Consumer Satisfaction with Education: Implications for College and University Administrators}}
		,
	author={{
			KChadwick
		} and {
			JWard
		}}
		
		
			,
	year={1987}
			62
			
		
		
			College and University
		
	

}

@book{b8,
	
	
		,
	title={{Introduction to Multivariate Analysis}}
		,
	author={{
			CChatfield
		} and {
			AJCollins
		}}
		
		
			,
	year={1992}
			,
	publisher={Chapman & Hall}
			,
	address={London}
		
	

}

@book{b9,
	
	
		,
	title={{Implementing Total Quality Management in Higher Education}}
		,
	author={{
			RComesky
		} and {
			SMccool
		} and {
			LBymes
		} and {
			RWeber
		}}
		
		
		
		
			,
	year={1991}
		
	

}

@book{b10,
	
	
		,
	title={{}}
		,
	author={{
			WIMadison
		}}
		
			,
	publisher={Magna Publications}
		
	

}

@incollection{b11,
	
	
		,
	title={{Exploratory Factor Analysis}}
		,
	author={{
			&Costello
		} and {
			Osborne
		}}
		
	
	
		,
	journal={{Practical Assessment Research & Evaluation}}
		
			10
			72
			,
	year={2005}
		
	

}

@book{b12,
	
	
		,
	title={{A Confirmatory Factor Analysis of the End-User Computing Satisfaction Instrument}}
		,
	author={{
			WJDoll
		} and {
			WDXia
		} and {
			G;Torkzadeh
		} and {
			Mis Quartely
		}}
		
		
		
		
			,
	year={1994. December 1994}
			
		
	

}

@book{b13,
	
	
		,
	title={{Total Quality & Academic Practice. The Idea We've been Waiting for?' Change}}
		,
	author={{
			PEwell
		}}
		
			,
	year={1993. May-June 1993}
			
		
	

}

@incollection{b14,
	
	
		,
	title={{Strategic Management and Marketing in the Service Sector}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{Swedish School of Economics and Business Administration}}
		
			,
	year={1982}
		
		
			US by Marketing Science Institute and in the UK by Studentlitteratur/ Chartwell-Bratt
		
	
	,
	note={published in 1983 in the}

}

@incollection{b15,
	
	
		,
	title={{The Perceived Service Quality Concept -A Mistake}}
		,
	author={{
			CGrönroos
		}}
	
	
		,
	booktitle={{Managing Service Quality}}
				
			,
	year={2001}
			11
			
		
	

}

@book{b16,
	
	
		,
	title={{Multivariate Data Analysis}}
		,
	author={{
			JRHair
		} and {
			WCBlack
		} and {
			BJBabin
		} and {
			REAnderson
		}}
		
		
		
		
			,
	year={2010}
			,
	publisher={Macmillan Publishers}
			,
	address={New York}
		
	
	,
	note={7 th Edition}

}

@incollection{b17,
	
	
		,
	title={{A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research}}
		,
	author={{
			CBJarvis
		} and {
			SBMackenzie
		} and {
			PPodsakoff
		}}
		
		
	
	
		,
	journal={{Journal of Consumer Research}}
		
			30
			
			,
	year={September 2003}
		
	

}

@book{b18,
	
	
		,
	title={{Principles and Practice of Structural Equation Modeling}}
		,
	author={{
			RBKline
		}}
		
			,
	year={2005}
			,
	publisher={Guilford}
			,
	address={New York}
		
	
	,
	note={2nd ed.}

}

@incollection{b19,
	
	
		,
	title={{Determining Sample Size for Research Activities'}}
		,
	author={{
			RVKrejcie
		} and {
			DWMorgan
		}}
		
	
	
		,
	journal={{Educational & Psychological Measurement}}
		
			30
			
			,
	year={1970}
		
	

}

@book{b20,
	
	
		,
	title={{Service Quality: A Study of Quality Dimensions'. Working Paper. Service Management Institute}}
		,
	author={{
			ULehtinen
		} and {
			JRLehtinen
		}}
		
		
			,
	year={1982}
			,
	address={Helsinki}
		
	

}

@incollection{b21,
	
	
		,
	title={{Measuring Web-based Service quality}}
		,
	author={{
			YNLi
		} and {
			KCTan
		} and {
			MXie
		}}
		
		
	
	
		,
	journal={{Total Quality Management}}
		
			13
			5
			
			,
	year={2002}
		
	

}

@book{b22,
	
	
		,
	title={{Services Marketing: People, Technology, Strategy}}
		,
	author={{
			CLovelock
		} and {
			JWirtz
		}}
		
		
			,
	year={2007}
			,
	publisher={Pearson Prentice Hall}
			,
	address={New Jersey}
		
	
	,
	note={6 Edition}

}

@incollection{b23,
	
	
		,
	title={{A New Management Element of Universities: Satisfaction with the Courses Offered}}
		,
	author={{
			MMNavarro
		} and {
			MPIglesias
		} and {
			PRTorres
		}}
		
		
	
	
		,
	journal={{International Journal of Education Management}}
		
			19
			
			,
	year={2005}
		
	

}

@incollection{b24,
	
	
		,
	title={{Confirmatory Factor Analysis of Service Quality Dimensions within Mobile Telephony Industry in Ghana}}
		,
	author={{
			SGNimako
		} and {
			FKAzumah
		} and {
			FDonkor
		} and {
			VAdu-Brobbey
		}}
		
		
		
	
	
		,
	journal={{Electronic Journal Information Systems Evaluation}}
		
			2
			
			,
	year={2012. 2012}
		
	

}

@incollection{b25,
	
	
		,
	title={{Students' Opinions of Service Quality in the Field of Higher Education}}
		,
	author={{
			JGPalli
		} and {
			RMamilla
		}}
		
	
	
		,
	journal={{Creative Education}}
		
			3
			4
			
			,
	year={2012}
		
	

}

@incollection{b26,
	
	
		,
	title={{Refinement and Reassessment of the SERVQUAL Scale}}
		,
	author={{
			AParasuraman
		} and {
			LBerry
		} and {
			AZeithaml
		}}
		
		
	
	
		,
	journal={{Joumal of Retailing}}
		
			67
			4
			
			,
	year={1991}
		
	

}

@incollection{b27,
	
	
		,
	title={{SERVQUAL: A Multiple Item Scale for Measuring Customer Perceptions of Service Quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			
			,
	year={1988}
		
	

}

@incollection{b28,
	
	
		,
	title={{A Conceptual Model of Service Quality and its Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			ValerieAZeithaml
		} and {
			LeonardLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			
			,
	year={1985}
		
	

}

@incollection{b29,
	
	
		,
	title={{Sustaining Enterprise Competitiveness -Is Human Capital the Answer}}
		,
	author={{
			PNRastogi
		}}
	
	
		,
	journal={{Human System Management}}
		
			19
			3
			
			,
	year={2002}
		
	

}

@book{b30,
	
	
		,
	title={{Research Methods for Business Student}}
		,
	author={{
			MSaunders
		} and {
			PLewis
		} and {
			AThornhill
		}}
		
		
		
			,
	year={2007}
			,
	publisher={Pearson Education Limited}
		
	
	,
	note={th}

}

@book{b31,
	
	
		,
	title={{Avaliacaõ qualitativa e quantita-tiva: uma metodologia de integracaõ}}
		,
	author={{
			JC C BSoares De Mello
		} and {
			FRLeta
		} and {
			AJ SFernandes
		} and {
			MRVaz
		} and {
			MH CSoares De Mello
		} and {
			ME R PBarbejat
		}}
		
		
		
		
		
		
			,
	year={2001}
		
	

}

@incollection{b32,
	
	
		,
	title={{}}
		,
	author={{
			Ensaio-Avaliacaõ E
		}}
	
	
		,
	journal={{Politicas Publicas em Educacaõ}}
		
			9
			
		
	

}

@book{b33,
	
	
		,
	title={{The Emergence of Service Science: Toward Systematic Service Innovations to Accelerate Co-Creation of}}
		,
	author={{
			JSpohrer
		} and {
			PPMaglio
		}}
		
		
			,
	year={2008}
		
	

}

@incollection{b34,
	
	
		,
	title={{}}
	
	
		,
	journal={{Product Operations Management}}
		
			17
			3
			
		
	

}

@book{b35,
	
	
		,
	title={{Student Evaluations of Teaching: A Methodological Critique of Conventional Practices'. Education Policy Analysis Archives}}
		,
	author={{
			RSproule
		}}
		
			,
	year={2000}
			8
			
		
	

}