REFERENCES
- Chen , S. C. , Chen , K. S. and Hsia , T. C. 2005 . Promoting customer satisfactions by applying six sigma example of automobile industry process . Quality Management Journal , 12 : 21 – 33 .
- DeVellis , R. F. 1991 . Scale Development Theory and Applications London : SAGE .
- Gay , L. R. 1992 . Educational Research Competencies for Analysis and Application New York : Macmillan .
- Hung , Y. H. , Huang , M. L. and Chen , K. S. 2003 . Service quality evaluation by service quality performance matrix . Total Quality Management , 14 : 79 – 89 .
- Lambert , D. M. and Sharma , A. 1990 . A consumer-based competitive analysis for logistics decisions . International Journal of Physical Distribution and Logistics Management , 20 : 17 – 24 .
- Thomas , P. 2003 . The Six Sigma Project Planner New York : McGraw-Hill .
- Nunnally , J. C. 1978 . Psychometric Theory , 2nd edition New York : McGraw-Hill .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1985 . A conceptual model of service quality and its implications for future research . Journal of Marketing , 49 : 41 – 50 .
- Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1991 . Understanding consumer expectation of service . Sloan Management Review , Spring : 39 – 48 .
- Rosen , L. D. , Kirk , R. K. and Scribner , L. L. 2003 . Service quality measurement and the disconfirmation model: taking care in interpretation . Total Quality Management , 14 : 3 – 14 .