___

• ALTUNIŞIK, Remzi; COŞKUN, Recai; BAYRAKTAROĞLU, Serkan ve YILDIRIM, Engin; (2007), Sosyal Bilimlerde Araştırma Yöntemleri, 5.Baskı, Sakarya:Sakarya Yayıncılık.
• BERKOWITZ, Eric; KERIN, Roger; HARTLEY, W. and RUDELIUS, William; (2000), Marketing, 6.Edition, Mcgraw Hill.
• BARNES, Stuart J. and VIDGEN, Richard T; (2002), “An Integrative Approach to the Assessment of E-Commerce Quality”, Journal of Electronic Commerce Research, Vol.3 No.3, pp.114-127.
• BOLTON, Ruth N. and DREW, James H.; (1991), “A Multistage Model of Consumer Feelings And Purchase Likelihood, Psychology and Marketing, Vol.9, pp.347–363.
• CACERES, Ruben Chumpitaz and PAPAROIDAMIS, Nicholas G.; (2007), “Service Quality, Relationship Satisfaction, Trust, Commitment and Business-To-Business Loyalty”, European Journal of Marketing, 41 (7/8), p.836–867.
• DOUGLAS, Hoffman and BATESON, John E.G.; (1997), Essential of Services Marketing, The Dryden Pres,USA.
• GORLA, Narasimhaiah; SOMERS, Toni M. and WONG, Betty; (2010), “Organizational Impact of System Quality, Information Quality and Service Quality”, Journal of Strategic Information Systems, Vol.19, pp.207–228.
• GRONROOS, Christian; (1990), Service Management and Marketing: Managing The Moments Of Truth In Service Competition, Lexington Books, Lexington:Massachusetts.
• GRONROOS, Christian; (1984), “A Service Quality Model and Its Marketing Implications”, European Journal of Marketing, 18(4), pp.36- 44.
• HAIR, Joseph F.; ANDERSON, Rolph E.; BLACK, William C. and BABIN Barry, (2009), Multivariate Data Analysis, 5th edition, Prentice Hall.
• HAN, Sang-Lin and BAEK Seung; (2004), “Antecedents and Consequences of Service Quality in Online Banking: An Application of the SERVQUAL Instrument”, Advances in Consumer Research, 31 (1), pp.208-214.
• HO, Jessica Sze Yin; TEIK, Derek Ong Lai; TIFFANY, Felicia; KOK, Loong Fatt and TEH, Tat Yang; (2012), Logistic Service Quality Among Courier Services in Malaysia, International Conference on Economics, Business Innovation IPEDR, Vol.38., pp.113-117. (İnternet adresi: http://www.ipedr.com/vol38/023-ICEBI2012-A10013.pdf)
• HOFFMAN, K.Douglas and BATESON, John E; (1997), Essential of Service Marketing, The Dryden Press, USA.
• İSLAMOĞLU, A.Hamdi; CANDAN, Burcu; HACIEFENDİOĞLU, Şenol ve AYDIN, Kenan; (2006), Hizmet Pazarlaması, İstanbul: Beta Yayınları.
• JAISWAL Anand K.; (2008) Customer Satisfaction And Service Quality Measurement In Indian Call Centres, Managing Service Quality, 18 (4), pp.405–416.
• KALAYCI, Şeref; (2010), SPSS Uygulamalı Çok Değişkenli İstatistik Teknikleri, 5.Baskı, Ankara: Asil Yayın Dağıtım.
• KLEINBAUM, David G.; KUPPER, Lawrance; MULLER Keith E. and NIZAM Azhar; (1998), Applied Regression Analysis and Other Multivariable Methods, Third Edition, Duzbury Press, Pacific Grover.
• KOTLER, Philip; (1997), Marketing Management; Analysis, Planning, Implementation and Control, New Jersey:Prentice Hall.
• LOCIACONO, Eleanor; WATSON, Richard T. and GOODHUE, Dale; (2000), “WebQual: A Web Site Quality Instrument,” Working Paper, Worcester:Polytechnic Institute.
• MENTZER, John T.; DANIEL, J. Flini and KENT, John L.; (1999), “Developing A Logistics Service Quality Scale” Journal of Husmess Logistics, 20(1), pp.9-32.
• MENTZER, John T.; DANIEL, J. Flini and HULT Tomas M.; (2001), “Logistic Service Quality As A Segment-Customised Process”, Journal of Marketing, 64(4), pp.82-104.
• NAKIBOĞLU, M.A.B.; (2008), “Hizmet İşletmelerindeki İlişkisel Pazarlama Uygulamalarının Müşteri Bağlılığı Üzerindeki Etkileri”, Yayınlanmamış Doktora Tezi, Adana: Çukurova Üniversitesi.
• OLIVER, Richard L.; (1997), Satisfaction: A Behavioral Perspective On The Consumer, New York: McGraw-Hill.
• ÖZTÜRK, Sevgi Ayşe; (2005), Hizmet Pazarlaması, 5.Baskı, Bursa:Ekin Kitapevi.
• ÖZER, P. S. ve Özdemir P. Ö., (2007), “Hizmet Kavramı, Ekonomideki Yeri, Tanımı ve Özellikleri”, iç. Şeref Gümüşoğlu (Ed.), İ. Pırnar, P. Akan ve A. Akbaba, Hizmet Kalitesi, Kavramlar, Yaklaşımlar ve Uygulamalar, Ankara:Detay Yayıncılık, ss.2-28.
• PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1985), “A Conceptual Model of Service Quality and Implications for Further Research”, Journal Of Marketing, Vol.49, pp.41-50.
• PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1988), “Servqual: A Multiple Item Scale For Measuring Consumer Perceptions Of Service Quality”, Journal of Retailing, 64(1), pp.12-40.
• PARASURAMAN, A.; ZEITHAML Valarie A. and BERRY Leonard L.; (1991), “Refinement and Reassessment of the SERVQUAL Scale”, Journal of Retailing, 67(4), pp.420-450.
• PARASURAMAN, A.; ZEITHAML Valarie A. and MALHOTRA Arvind; (2005), “E-SQUAL: A Multiple-Item Scale For Assessing Electronic Service Quality,” Journal of Service Research, 7 (3), pp.213-33.
• ROSS, Glenn F.; (1994), “Service Quality Ideals Among Hospitality Industry Employees”, Tourism Management, 15(4), pp.273-280.
• RUST Roland T. and Oliver Richard L.; (1994), “Service Quality: Insights and Managerial Implications From The Frontier, in Roland T. RUST and Richard L. Oliver (Ed.), Service Quality: New Directions In Theory And Practice, Thousand Oaks, CA: Sage Publications, pp.1–20.
• SAURA, Iren G.;FRACES David Servera; CONTRI, Gloria Berenguer and BLASCO, Maria Fuentes; (2008), Logistic Service Quality: A New Way to Loyalty, Industrial Management and Data Systems, 108(5), pp.650-668.
• TAYLOR, S.A. and 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, 70(2), pp.163–178.
• WELLS, William D. and PRENSKY, David; (2000), Consumer Behavior, John Wiley&Sons Inc.,New York, pp.185-190.
• WOLFINBARGER, Mary F. and GILLY, Mary C.; (2003), “.comQ: Dimensionalizing, Measuring and Predicting Quality Of The E-tail Experience,” Working Paper No:02-100, Marketing Science Institute, Cambridge MA.
• YOO, Boonghee and NAVEEN, Donthu; (2001), “Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (Sitequal),” Quarterly Journal of Electronic Commerce, 2(1), pp.31- 46.
• ZEITHAML, Valarie A., PARASURAMAN, A. and MALHOTRA Arvind; (2002), Service Quality Delivery Through Web Sites: A Critical Review of Extant, Academy of Marketing Science, 30(4), pp.362-375.