Nghiên cứu sự hài lòng của sinh viên với giá trị và chất lượng dịch vụ của các trường đại học công lập khối kinh tế và quản trị kinh doanh ở Việt Nam

207. O’Neill, M.A. and Palmer, A. (2004), "Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education", Quality Assurance in Education, Vol. 12 No. 1, pp. 39- 52. https://doi.org/10.1108/09684880410517423

208. Oh, H. (1999), “Service quality, customer satisfaction and customer value: a holistic perspective”, Hospitality Management, Vol. 18, pp. 67-82.

209. Oldfield, B.M. and Baron, S. (2000), "Student perceptions of service quality in a UK university business and management faculty", Quality Assurance in Education, Vol. 8 No. 2, pp. 85- 95. https://doi.org/10.1108/09684880010325600

210. Oliveira, O. J. D. and Ferreira, E. C. (2009), “Adaptation and application of the SERVQUAL scale in higher education”, POMS 20th Annual Conference, Orlando, Florida U.S.A.

211. Oliver, R.L. (1980), “A cognitive model of the antecedents and consequences of satisfaction decisions'', Journal of Marketing Research, Vol. 17, November, pp. 460-9.

212. Orel, F. D., & Kara, A. (2014), “Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market”, Journal of Retailing and Consumer services, Vol. 21 No. 2, pp. 118-129.

213. Osman, A.R. and Saputra, R.S. (2019), "A pragmatic model of student satisfaction: a viewpoint of private higher education", Quality Assurance in Education, Vol. 27 No. 2, pp. 142-165. https://doi.org/10.1108/QAE-05- 2017-0019

214. Otto, A. S., Szymanski, D. M., & Varadarajan, R. (2020), “Customer satisfaction and firm performance: insights from over a quarter century of empirical research”, Journal of the Academy of Marketing Science, Vol. 48 No. 3, pp. 543-564.

215. Owlia, M.S. and Aspinwall, E.M. (1996), "A framework for the dimensions of quality in higher education", Quality Assurance in Education, Vol. 4 No. 2, pp. 12-20. https://doi.org/10.1108/09684889610116012

Có thể bạn quan tâm!

Xem toàn bộ 284 trang tài liệu này.

216. Parasuraman, A., Zeithaml, V. A., & Berry, L. (1988), “SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-35.

217. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985), “A conceptual model of service quality and its implications for future research”, Journal of marketing, Vol. 49 No. 4, pp. 41-50.

218. Pariseau, S.E. and McDaniel, J.R. (1997), "Assessing service quality in schools of business", International Journal of Quality & Reliability Management, Vol. 14 No. 3, pp. 204- 218. https://doi.org/10.1108/02656719710165455

219. Parri, J. (2006), “Quality in higher education”, Vadyba/Management, Vol. 2 No. 11, pp. 107-11.

220. Patterson, P. G. (1993), “Expectations and product performance as determinants of satisfaction for a high‐involvement purchase”, Psychology & Marketing, Vol. 10 No. 5, pp. 449-465.

221. Paul, R., & Pradhan, S. (2019), “Achieving student satisfaction and student loyalty in higher education: A focus on service value dimensions”, Services Marketing Quarterly, Vol. 40 No. 3, pp. 245-268.

222. Petrick, J. F. (2002), “Development of a multi-dimensional scale for measuring the perceived value of a service”, Journal of leisure research, Vol. 34 No. 2, pp. 119-134.

223. Picus, L. O., Marion, S. F., Calvo, N., & Glenn, W. J. (2005), “Understanding the relationship between student achievement and the quality of educational facilities: Evidence from Wyoming”, Peabody Journal of Education, Vol. 80 No. 3, pp. 71-95.

224. Podsakoff, P. M., MacKenzie, S. B., & Podsakoff, N. P. (2012), “Sources of method bias in social science research and recommendations on how to control it”, Annual review of psychology, Vol. 63 No. 1, pp. 539-569.

225. Preacher, K. J., & Hayes, A. F. (2004), “SPSS and SAS procedures for estimating indirect effects in simple mediation models”, Behavior research methods, instruments, & computers, Vol. 36 No. 4, pp. 717-731.

226. Presbury, R. (2009), “Service quality in Sydney hotels: a perspective from managers, staff and customers”, University of Western Sydney, Sydney

227. Previte, J., Russell-Bennett, R., Mulcahy, R., & Hartel, C. (2019), “The role of emotional value for reading and giving eWOM in altruistic services”, Journal of Business Research, Vol. 99C, pp. 157-166.

228. Pura, M. (2005), "Linking perceived value and loyalty in location‐based mobile services", Managing Service Quality: An International Journal, Vol. 15 No. 6, pp. 509-538. https://doi.org/10.1108/09604520510634005

229. Putranto, N. A. R., Nuraeni, S., Gustomo, A., & Ghazali, A. (2018), “The relationship between cultural intelligence, emotional intelligence, and student performance”, International Journal of Business, Vol. 23 No. 1, pp. 17-25.

230. Rahayu, Y., Setiawan, M., Irawanto, D., & Rahayu, M. (2020), “Muslim customer perceived value on customer satisfaction and loyalty: Religiosity as a moderation”, Management Science Letters, Vol. 10 No. 5, pp. 1011-1016.

231. Ramsden, P. (1991), “A performance indicator of teaching quality in higher education: The Course Experience Questionnaire”, Studies in higher education, Vol. 16 No. 2, pp. 129-150.

232. Rao, P. S., & Sahu, P. C. (2013), “Impact of service quality on customer satisfaction in hotel industry”, IOSR Journal of Humanities and Social Science, Vol. 18 No. 5, pp. 39-44.

233. Ribbink, D., van Riel, A.C.R., Liljander, V. and Streukens, S. (2004), "Comfort your online customer: quality, trust and loyalty on the internet", Managing Service Quality: An International Journal, Vol. 14 No. 6, pp. 446-456. https://doi.org/10.1108/09604520410569784

234. Carlos Fandos Roig, J., Sanchez Garcia, J., Angel Moliner Tena,

M. and Llorens Monzonis, J. (2006), "Customer perceived value in banking services", International Journal of Bank Marketing, Vol. 24 No. 5, pp. 266- 283. https://doi.org/10.1108/02652320610681729

235. Rubinstein, G. (2005), “The Big Five among male and female students of different faculties”, Personality and Individual Differences, Vol. 38 No. 7, pp. 1495-1503.

236. Rubio, D. M. (2005), “Alpha reliability. In K. Kempf-Leonard (Ed.), Encyclopedia of Social Measurement”, pp. 59-63. New York: Elsevier.

237. Rust, R. T., & Zahorik, A. J. (1993), “Customer satisfaction, customer retention, and market share”, Journal of retailing, Vol. 69 No. 2, pp. 193-215.

238. Ryu, K., Lee, H. and Gon Kim, W. (2012), "The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions", International Journal of Contemporary Hospitality Management, Vol. 24 No. 2, pp. 200-223. https://doi.org/10.1108/09596111211206141

239. Sahin Dölarslan, E. (2014), "Assessing the effects of satisfaction and value on customer loyalty behaviors in service environments: High-speed railway in Turkey as a case study", Management Research Review, Vol. 37 No. 8, pp. 706-727. https://doi.org/10.1108/MRR-06-2013-0152

240. Famiyeh, S., Asante-Darko, D. and Kwarteng, A. (2018), "Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture", International Journal of Quality & Reliability

Management, Vol. 35 No. 8, pp. 1546-1567. https://doi.org/10.1108/IJQRM-

01-2017-0008

241. Sánchez-Ruiz, M. J., Hernández-Torrano, D., Pérez-González, J. C., Batey, M., & Petrides, K. V. (2011), “The relationship between trait emotional intelligence and creativity across subject domains”, Motivation and Emotion, Vol. 35 No. 4, pp. 461-473.

242. Santini, F. D. O., Ladeira, W. J., Sampaio, C. H., & da Silva Costa, G. (2017), “Student satisfaction in higher education: a meta-analytic study”, Journal of Marketing for Higher Education, Vol. 27 No. 1, pp. 1-18.

243. Schertzer, C. B., & Schertzer, S. M. (2004), “Student satisfaction and retention: A conceptual model”, Journal of Marketing for Higher Education, Vol. 14 No. 1, pp. 79-91.

244. Schmitt, B. (1999), “Experiential marketing”, Journal of marketing management, Vol 15 No. 1-3, pp. 53-67.

245. Shafiq, A., Mostafiz, M.I. and Taniguchi, M. (2019), "Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia", Journal of Tourism Futures, Vol. 5 No. 1, pp. 62- 74. https://doi.org/10.1108/JTF-01-2018-0004

246. Shank, M. et al. (1995), “Understanding professional service expectations: do we know what our students expect in a quality education?”, Journal of Professional Services Marketing, Vol. 13 No. 1, pp. 71-89.

247. Shanka, M. S. (2012), “Bank service quality, customer satisfaction and loyalty in Ethiopian banking sector”, Journal of Business Administration and Management Sciences Research, Vol. 1 No. 1, pp. 1-9.

248. Shankar, V., Smith, A. K., & Rangaswamy, A. (2003), “Customer satisfaction and loyalty in online and offline environments”, International journal of research in marketing, Vol. 20 No. 2, pp. 153-175.

249. Sheth. Jagdish N ., Bruce I. Newman and Barbara L. Gross ( 1991a), “Consumption Values and Market Choice”, Cincinnati. Ohio: South Western Publishing.

250. Sheth. Jagdish N., Bruce I. Newman and Barbara L. Gross (199lb), “Why We Buy What We Buy: A Theory of Consumption Values”, Journal of Business Research, Vol. 22(March), pp. 159-170.

251. Shutler, P.M.E. and Crawford, L.E.D. (1998), "The challenge of ISO 9000 certification in higher education", Quality Assurance in Education, Vol. 6 No. 3, pp. 152-161. https://doi.org/10.1108/09684889810220456

252. Singh, V., Grover, S. and Kumar, A. (2008), “Evaluation of quality in an educational institute: a quality function deployment approach”, Educational Research and Reviews, Vol. 3 No. 5, pp. 156-62.

253. Sinha, I., and W. S. DeSarbo. (1998), “An Integrated Approach toward the Spatial Modeling of Perceived Customer Value”, Journal of Marketing Research, Vol. 35 No. 2, pp. 236-51.

254. Souca, M. L. (2011), “SERVQUAL–Thirty years of research on service quality with implications for customer satisfaction”, Marketing from Information to Decision, Vol. 4, pp. 420-429.

255. Spreng, R. A., & Mackoy, R. D. (1996), “An empirical examination of a model of perceived service quality and satisfaction”, Journal of retailing, Vol. 72 No. 2, pp. 201-214.

256. Su, A. Y. L. (2004), “Customer satisfaction measurement practice in Taiwan hotels”,

International journal of hospitality management, Vol. 23 No. 4, pp. 397-408.

257. Sultan, P. and Yin Wong, H. (2010), "Service quality in higher education – a review and research agenda", International Journal of Quality and Service Sciences, Vol. 2 No. 2, pp. 259- 272. https://doi.org/10.1108/17566691011057393

258. Sumaedi, S., Mahatma Yuda Bakti, G. and Metasari, N. (2012), "An empirical study of state university students' perceived service quality", Quality Assurance in Education, Vol. 20 No. 2, pp. 164- 183. https://doi.org/10.1108/09684881211219424

259. Sureshchandar, G.S., Rajendran, C. and Anantharaman, R.N. (2002), "The relationship between service quality and customer satisfaction – a factor specific approach", Journal of Services Marketing, Vol. 16 No. 4, pp. 363- 379. https://doi.org/10.1108/08876040210433248

260. Sweeney, J. C., & Soutar, G. N. (2001), “Consumer perceived value: The development of a multiple item scale”, Journal of retailing, Vol. 77 No. 2, pp. 203-220.

261. Tabachnick, B. G., & Fidell, L. S. (2013), Using multivariate statistics (6th ed.), Boston: Pearson.

262. Tabassum, N., Zafar, Z., Ali, A., Alam, A., & Ali, M. A. (2013), “The Effect of Value Perception on Customer Loyalty and Satisfaction.(A Study of University Students)”, IOSR Journal of Business and Management, Vol. 12 No. 6, pp. 62-69.

263. Tam, J. L. (2004), “Customer satisfaction, service quality and perceived value: an integrative model”, Journal of marketing management, Vol. 20 No. 7-8, pp. 897-917.

264. Taylor, S. A., & Baker, T. L. (1994), “An assessment of the relationship between service quality and customer satisfaction in the formation of

consumers’ purchase intentions”, Journal of retailing, Vol. 70 No. 2, pp. 163-178.

265. Teeroovengadum, V., Nunkoo, R., Gronroos, C., Kamalanabhan,

T.J. and Seebaluck, A.K. (2019), "Higher education service quality, student satisfaction and loyalty: Validating the HESQUAL scale and testing an improved structural model", Quality Assurance in Education, Vol. 27 No. 4, pp. 427-445. https://doi.org/10.1108/QAE-01-2019-0003

266. Tharenou, P., Latimer, S., & Conroy, D. (1994), “How do you make it to the top? An examination of influences on women’s and men’s managerial advancement”, Academy of Management journal, Vol. 37 No. 4, pp. 899-931.

267. Theus, K. T. (1993), “Academic reputations: The process of formation and decay”, Public relations review, Vol. 19 No. 3, pp. 277-291.

268. Thomas, S. (2011), “What drives student loyalty in universities: An empirical model from India”, International Business Research, Vol. 4 No. 2, pp. 183 – 191.

269. To, W.M. and Lung, J.W.Y. (2020), "Factors influencing internship satisfaction among Chinese students", Education + Training, Vol. 62 No. 5, pp. 543-558. https://doi.org/10.1108/ET-01-2020-0023

270. Tsinidou, M., Gerogiannis, V. and Fitsilis, P. (2010), "Evaluation of the factors that determine quality in higher education: an empirical study", Quality Assurance in Education, Vol. 18 No. 3, pp. 227- 244. https://doi.org/10.1108/09684881011058669

271. Tuncer, İ., Unusan, C., & Cobanoglu, C. (2021), “Service quality, perceived value and customer satisfaction on behavioral intention in restaurants: An integrated structural model”, Journal of Quality Assurance in Hospitality & Tourism, Vol. 22 No. 4, pp. 447-475.

272. Vanniarajan, T., Meharajan, T., & Arun, B. (2011), “Service Quality in Education: Students’ Perspective”, European Journal of Social Sciences, Vol. 26 No. 2, pp. 297-309.

273. Vedel, A. (2016), “Big Five personality group differences across academic majors: A systematic review”, Personality and individual differences, Vol. 92, pp. 1-10.

274. Voss, R., Gruber, T., & Szmigin, I. (2007), “Service quality in higher education: The role of student expectations”, Journal of Business Research, Vol. 60 No. 9, pp. 949-959.

275. Wang, Y., Lo, H. P., & Yang, Y. (2004), “An integrated framework for service quality, customer value, satisfaction: Evidence from China’s

telecommunication industry”, Information systems frontiers, Vol. 6 No. 4, pp. 325-340.

276. Westbrook, R. A. (1980), “Intrapersonal affective influences on consumer satisfaction with products”, Journal of consumer research, Vol. 7 No. 1, pp. 49-54.

277. Westen, D., & Rosenthal, R. (2003), “Quantifying construct validity: Two simple measures”, Journal of Personality and Social Psychology, Bol. 84 No. 3, pp. 608-618.

278. Wilkins, S. and Stephens Balakrishnan, M. (2013), "Assessing student satisfaction in transnational higher education", International Journal of Educational Management, Vol. 27 No. 2, pp. 143- 156. https://doi.org/10.1108/09513541311297568

279. Wong, A. and Sohal, A. (2003), "Service quality and customer loyalty perspectives on two levels of retail relationships", Journal of Services Marketing, Vol. 17 No. 5, pp. 495- 513. https://doi.org/10.1108/08876040310486285

280. Wong, A., Tong, C., & Wong, J. W. (2017), “The relationship between institution branding, teaching quality and student satisfaction in higher education in Hong Kong”, Journal of Marketing and HR, Vol. 4 No. 1, pp. 169-188.

281. Yavas, U., Bilgin, Z. and Shemwell, D.J. (1997), "Service quality in the banking sector in an emerging economy: a consumer survey", International Journal of Bank Marketing, Vol. 15 No. 6, pp. 217- 223. https://doi.org/10.1108/02652329710184442

282. Yeo, B. L., Mohamed, R. H. N., & Muda, M. (2016), “A study of Malaysian customers purchase motivation of Halal cosmetics retail products: Examining theory of consumption value and customer satisfaction”, Procedia Economics and Finance, Vol. 37, pp. 176-182.

283. Yeo, R.K. (2008), "Brewing service quality in higher education: Characteristics of ingredients that make up the recipe", Quality Assurance in Education, Vol. 16 No. 3, pp. 266- 286. https://doi.org/10.1108/09684880810886277

284. Yi, Y. (1990), “A critical review of consumer satisfaction”, Review of marketing, Vol. 4 No. 1, pp. 68-123.

285. Yildiz, S.M. and Kara, A. (2009), "The PESPERF scale: An instrument for measuring service quality in the School of Physical Education and Sports

Sciences (PESS)", Quality Assurance in Education, Vol. 17 No. 4, pp. 393- 415. https://doi.org/10.1108/09684880910992359

286. Yousapronpaiboon, K. (2014), “SERVQUAL: Measuring higher education service quality in Thailand”, Procedia-Social and Behavioral Sciences, Vol. 116, pp. 1088-1095.

287. Yuan, Y. H. E., & Wu, C. K. (2008), “Relationships among experiential marketing, experiential value, and customer satisfaction”, Journal of Hospitality & Tourism Research, Vol. 32 No. 3, pp. 387-410.

288. Zeithaml, V. A. (1988), “Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence”, Journal of marketing, Vol. 52 No. 3, pp. 2-22.

289. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002), “Service quality delivery through web sites: A critical review of extant knowledge”, Journal of the Academy of Marketing Science, Vol. 30 No. 4, pp. 362-410.

290. Zineldin, M., Akdag, H. C., & Vasicheva, V. (2011), “Assessing quality in higher education: New criteria for evaluating students’ satisfaction”, Quality in higher education, Vol. 17 No. 2, pp. 231-243.