References
[1]. Abbas, J. (2020). HEISQUAL: A modern approach to
measure service quality in higher education institutions.
Studies in Educational Evaluation, 67, 100933. https://doi.org/10.1016/j.stueduc.2020.100933
[2]. Aithal, P. S., Shailashree, V., & Kumar, P. M. (2016).
Analysis of NAAC accreditation system using ABCD
framework. International Journal of Management, IT and
Engineering, 6(1), 30-44.
[3]. Ananth, A., Ramesh, R., & Prabaharan, B. (2010). A
service gap analysis in private sector banks-an empirical
study of customers' expectations vs. perceptions'. Sri
Lankan Journal of Management, 15(2), 44-53.
[4]. Awan, M. U., Azam, S., & Asif, M. (2008). Library service
quality assessment. Journal of Quality and Technology
Management, 4(1), 51-64.
[5]. Crosby, P. (1979). Quality is Still Free: Making Quality
Certain in Uncertain Times. McGraw-Hill, New York.
[6]. Evangelista, F., & Thuy, P. N. (2013). Does it pay for firms
in Asia's emerging markets to be market oriented?
Evidence from Vietnam. Journal of Business Research,
66(12), 2412-2417. https://doi.org/10.1016/j.jbusres.2013.05.028
[7]. García-Fernández, J., Gálvez-Ruiz, P., Vélez-Colon,
L., Ortega-Gutiérrez, J., & Fernández-Gavira, J. (2018).
Exploring fitness centre consumer loyalty: differences of
non-profit and low-cost business models in Spain.
Economic Research-EkonomskaIstraživanja, 31(1), 1042-1058. https://doi.org/10.1080/1331677X.2018.1436455
[8]. Hurst, C. M. (2002). Total Quality Management in
Higher Education: How Concepts and Processes Manifest
Themselves in the Classroom. University of Idaho.
[9]. Jasinskas, E., Reklaitiene, D., & Svagzdiene, B. (2013).
Evaluation of service quality in fitness centers.
Transformations in Business & Economics,12(1), 108-124.
[10]. Juran, J., & Gryna, F. (1988). Juran's Quality Control
Handbook. McGraw-Hill, New York.
[11]. Kaiser, H. F., Rice, J., Little, J., & Mark, I. (1974).
Educational and psychological measurement. American
Psychological Association, 34, 111-117.
[12]. Lewis, R., & Booms, B. (1983). The marketing aspects
of service quality. Emerging Perspectives on Services
Marketing,99-107.
[13]. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985).
A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
https://doi.org/10.1177/002224298504900403
[14]. Peters, T. J., & Waterman, R. H. (1982). In Search of
Excellence: Lessons from America's Best-Run Companies.
Harper & Row, New York.
[15]. Plank, R. E., & Chiagouris, L. (1997). Perceptions of
quality of higher education: An exploratory study of high
school guidance counselors. Journal of Marketing for
Higher Education, 8(1), 55-67. https://doi.org/10.1300/J050v08n01_05
[16]. Sahney, S., Banwet, D. K., &Karunes, S. (2004). A
SERVQUAL and QFD approach to total quality education:
A student perspective. International Journal of
Productivity and Performance Management, 53(2), 143-166. https://doi.org/10.1108/17410400410515043
[17]. Soutar, G., & McNeil, M. (1996). Measuring service
quality in a tertiary institution. Journal of Educational
Administration, 34(1), 72-82. https://doi.org/10.1108/09578239610107174
