References
[1]. Agyapong, G. K. (2011). The effect of service quality on customer satisfaction in the utility
industry-A case of Vodafone (Ghana). International Journal of Business and
management, 6(5), 203.
[2]. Anderson, E. W., Fornell, C., & Lehmann, D. R. (1994). Customer satisfaction, market share,
and profitability: Findings from Sweden. The Journal of marketing, 53-66.
[3]. Bolton, R. N., & Drew, J. H. (1994). Linking customer satisfaction to service operations and
outcomes. Service quality: New directions in theory and practice, 173-200.
[4]. Chiu, S. I., Cheng, C. C., Yen, T. M., & Hu, H. Y. (2011). Preliminary research on customer
satisfaction models in Taiwan: A case study from the automobile industry. Expert Systems
with Applications, 38(8), 9780-9787.
[5]. Das, D., Chawla, U., & Ray, S. (2017). Factors Affecting Customer Satisfaction and Service
Quality in the Boutique Hotel Industry of Kolkata, West Bengal. International Journal of
Management, 8 (6), pp. 130-135.
[6]. Eklof, J. A., Hackl, P., & Westlund, A. (1999). On measuring interactions between customer
satisfaction and financial results. Total Quality Management, 10(4-5), 514-522.
[7]. Gogus, G., Karakad?lar, I. S., & Apak, S. (2013). Innovation and sustainable growth
measurement in hotel industry: A hierarchical decision making model. Procedia-Social
and Behavioral Sciences, 99, 752-761.
[8]. Gronroos, C. (1990). Service management and marketing: managing the moments of truth in
service competition. USA: Lexington Books.
[9]. Grzinic, D. (2007). Concepts of service quality measurement in hotel industry. Concepts of
Service Quality Measurement in Hotel Industry.
[10]. Hu, H. Y., Lee, Y. C., & Yen, T. M. (2010). Service quality gaps analysis based on fuzzy
linguistic SERVQUAL with a case study in hospital out-patient services. The TQM
Journal, 22(5), 499-515.
[11]. Kalotra, A. K. (2017). Consumer behavior towards hospitality services a study of Delhi.
Karunaratne, W. M. K. K., & Jayawardena, L. N. A. C. (2010). Assessment of customer
satisfaction in a five-star hotel-A case study.
[12]. Kim-Soon, N. (2012). Quality Management System and Practices. In Quality Management and
Practices. InTech.
[13]. Kotrlik, J. W. K. J. W., & Higgins, C. C. H. C. C. (2001). Organizational research: Determining
appropriate sample size in survey research appropriate sample size in survey research.
Information technology, learning, and performance journal, 19(1), 43.
[14]. Ladhari, R. (2008). Alternative measures of service quality: a review. Managing Service Quality
18(1), 65-86.
[15]. Ladhari, R. (2009). A review of twenty years of SERVQUAL research. International Journal of
Quality and Service Sciences 1(2), 172-198.
[16]. Luo, X., & Homburg, C. (2007). Neglected outcomes of customer satisfaction. Journal of
Marketing, 71(2), 133-149.
[17]. Markovic, S., Raspor, S., Ivankovic, G., & Planinc, T. (2013). A study of expected and perceived
service quality in Croatian and Slovenian hotel industry. European Journal of Tourism
Research, 6(1).
[18]. Mauri, A. G., Minazzi, R., & Muccio, S. (2013). A review of literature on the gaps model on
service quality: a 3-decades period: 1985-2013. International Business Research,
6(12), 134.
[19]. Parasuraman, A., Berry, L.L., &Zeithaml, V.A. (1991). Refinement and reassessment of the
SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
[20]. Parasuraman, A., Zeithaml, V.A. & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing, 64(1): 14-40.
[21]. Peterson, R. A. (1994). A meta-analysis of Cronbach's coefficient alpha. Journal of consumer
research, 21(2), 381-391.
[22]. Renganathan R, (2011). Service quality in hospitality services: gap model and factor analysis,
European Journal of Social Sciences, Vol.26 No.2.
[23]. Rhee, S. K., & Rha, J. Y. (2009). Public service quality and customer satisfaction: exploring the
attributes of service quality in the public sector. The service Industries journal, 29(11),
1491-1512.
[24]. Saleh, F., & Ryan, C. (1991). Analyzing service quality in the hospitality industry using the
SERVQUAL model. Service Industries Journal, 11(3), 324-345.
[25]. Sanjuq, G. (2014). The impact of service quality delivery on customer satisfaction in the banking
sector in Riyadh, Saudi Arabia. International Journal of Business Administration, 5(4),
77.
[26]. Shahin, A., & Dabestani, R. (2010). Correlation analysis of service quality gaps in a four- star
hotel in Iran. International Business Research, 3(3), 40.
[27]. Sharma, C. (2014). A service quality model applied on Indian hotel industry to measure the level
of customer satisfaction. International Journal of Science and Research, 3(3), 2319-7069.
[28]. Yeung, M. C., Ging, L. C., & Ennew, C. T. (2002). Customer satisfaction and profitability: A
reappraisal of the nature of the relationship. Journal of Targeting, Measurement and
Analysis for Marketing, 11(1), 24-33.
[29]. Zeithaml, V.A., Berry, L.L., & Parasumaran, A. (1996). The behavioral consequences of service
quality. Journal of Marketing, 60(2), 31-46