3Parasuraman A. Valarle A Zeithaml,Leonard Berry. A Conceptual Mcdel of Service Quality and Its Implications for Future Research, Journal of Marketing,1985,49(3).
4Parasuraman A, Valarie A Zeithaml, Leonard Berry. SERVQUAL, A ,MultipleItem Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 1988 , 64 (1).
5Parasuraman A, Valarie A Zeithaml, Leonard Berry. The Nature and Determinants of Customer Expeetations of Service. Working Paper, Report No. 91 - 113(May) ,Cambridge,Massachusetts: Marketing Science Institute,1991.
6Peter et al. Caution in the Use of Difference Scores in Consumer Research. Journal of Consumer Research, 1993 : 19 ( 1 ).
7William H DeLone,Ephraim R Mclean. The DeLone and McLean Model of lnformation Systems Success., A Ten- Year Update. Journal of Management Information Systems, 2003 : 19 ( 4 ).
8Leyland F Pitt,Richard T Watson,C Bruce Kavan. Service Quality: A Measure of Information Systems Effectiveness. MIS Quarterly, 1995 ; (6).
9G Dwayne Whltten. An Examination of Information Systems Service Quality Measurement: The Contributlon of the Servqual Instrument From the Marketing Literature Middle. Ninth Americas Conference on Information Systems, 2003.
10Kettinger William J, Lee Chcong C. Pragmatic Perspectives on the Measurement of Information Systems Service Quality. MIS Quarterly, 1997 ; (6).