Service Quality in the Postal Services in Turkey: A Canonical Approach

REFERENCES

• Andreassen , T. W. 1995 . (Dis)satisfaction with Public Services: The Case of Public Transportation . Journal of Services Marketing , : 30 – 41 .
   Google Scholar
• Aulakh , P. S. and Kotabe , M. 1993 . An Assessment of Theoretical and Methodological Developments in International Marketing . Journal of International Marketing , : 5 – 28 .
   Google Scholar
• Babakus , E. 1993 . Measuring Service Quality in the Public Utilities: The Case of Electric, Gas and Water Services . Journal of Nonprofit & Public Sector Marketing , : 33 – 49 .
   Google Scholar
• Bitner , M. J. 1990 . Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Response . Journal of Marketing , : 69 – 82 .
   Web of Science ®Google Scholar
• Brown , T. J. , Churchill , G. A. and Peter , J. P. 1993 . Improving the Measurement of Service Quality . Journal of Retailing , : 127 – 139 . (Spring), –
   Web of Science ®Google Scholar
• Carman , J. M. 1990 . Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions . Journal of Retailing , : 33 – 55 .
   Web of Science ®Google Scholar
• Danaher , P. J. 1997 . Using Conjoint Analysis to Determine the Relative Importance of Service Attributes Measured in Customer Satisfaction Surveys . Journal of Retailing , : 235 – 260 .
   Web of Science ®Google Scholar
• Glorfeld , L. W. and Fowler , G. C. 1988 . A Multivariate Methodology for Simultaneously Capturing and Clustering Judgment Policies 504 – 520 . Decision Sciences (No. 1), –
   Google Scholar
• Hair , F. J. , Anderson , R. E. , Tatham , R. L. and Black , W. C. 1992 . Multivariate Data Analysis with Readings , New York : Macmillan Publishing Company). .
   Google Scholar
• Headley , D. E. and Miller , S. J. 1993 . Measuring Service Quality and Its Relationship to Future Consumer Behavior . Journal of Health Care Marketing , : 32 – 41 .
   PubMedGoogle Scholar
• Levesque , T. and McDougall , G. H.G. 1996 . Determinants of Customer Satisfaction in Retail Banking . International Journal of Bank Marketing , : 12 – 20 .
   Google Scholar
• Magi , A. and Julander , C-R. 1996 . Perceived Service Quality and Customer Satisfaction in a Store Performance Framework . Journal of Retailing and Consumer Services , : 33 – 41 .
   Google Scholar
• Malhotra , N. K. , Ulgado , F. M. , Agarwal , J. and Baalbaki , I. B. 1993 . International Services Marketing: A Comparative Evaluation of the Dimensions of Service Quality between Developed and Developing Countries 99 World Marketing Congress: Volume VI (Academy of Marketing Science)
   Google Scholar
• Parasuraman , A. , Zeithaml , V. A. and Berry , L. L. 1988 . SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality . Journal of Retailing , : 12 – 40 . (Spring)
   Web of Science ®Google Scholar