How to cite this paper
Tukiran, M., Tan, P & Sunaryo, W. (2021). Obtaining customer satisfaction by managing customer expectation, customer perceived quality and perceived value.Uncertain Supply Chain Management, 9(2), 481-488.
Refrences
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Buttle, F., & Groeger, L. (2017). Who says what to whom in what channel? A rules theoretic perspective on word-of-mouth marketing. Journal of Marketing Management, 33(13–14), 1035–1059.
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Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39–48.
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397–407.
Petrick, J. F., & Backman, S. J. (2002). An examination of the construct of perceived value for the prediction of golf travelers’ intentions to revisit. Journal of Travel Research, 41(1), 38–45.
Ravindran, D. S., Kalpana, M., & Ramya, K. (2011). Impact of service quality on students’ satisfaction. Asian Journal of Research in Social Sciences and Humanities, 1(4), 480–495.
Rintamäki, T., Kanto, A., Kuusela, H., & Spence, M. T. (2006). Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions. International Journal of Retail & Distribution Management, 76(6), 53‐61.
Robins, R. W., Fraley, R. C., & Krueger, R. F. (2009). Handbook of research methods in personality psychology. Guilford Press.
Schiffman, L. G., & Kanuk, L. L. (2004). Consumer Behavior. Prentice Hall.
Schumacker, R. E., & Lomax, R. G. (2004). A beginner’s guide to structural equation modeling. psychology press.
Snoj, B., Korda, A. P., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167.
Sohail, M. S., & Shaikh, N. M. (2004). Quest for excellence in business education: a study of student impressions of service quality. International Journal of Educational Management, 18(1), 58-65.
Timm, P. R. (2001). Seven power strategies for building customer loyalty. Amacom.
Woodruff, G., & Gardial, S. F. (2002). Understanding your customer, opportunities, need, value and satisfaction. Infinity Books, A Maya Blackwell Imprint. New delhi.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.
Barnes, J. G. (2007). Build your customer strategy: a guide to creating profitable customer relationships. John Wiley & Sons.
Barnes, J. G., & Byrne, J. E. (2006). Letters of credit. The Business Lawyer, 1591–1598.
Buttle, F., & Groeger, L. (2017). Who says what to whom in what channel? A rules theoretic perspective on word-of-mouth marketing. Journal of Marketing Management, 33(13–14), 1035–1059.
Buttle, F., & Maklan, S. (2015). Customer Relationship Management: Concepts and Technologies. is a Reader in Strategic Marketing. Cranfield School of Management, 11.
Chen, P.-T., & Hu, H.-H. (2010). The effect of relational benefits on perceived value in relation to customer loyalty: An empirical study in the Australian coffee outlets industry. International Journal of Hospitality Management, 29(3), 405–412.
Crockett, S. A. (2012). A five-step guide to conducting SEM analysis in counseling research. Counseling Outcome Research and Evaluation, 3(1), 30–47.
Evans, J. R. (2005). Total Quality: Management, Organization and Strategy. Thomson, South Western.
Evans, J. R., & Lindsay, W. M. (2005). The management and control of quality. OH: South Western Educational Publishing.
Gaspersz, V. (2005). Total Quality Management. Gramedia Pustaka Utama.
Gupta, S. (2005). Managing customers as investments. Pearson Education India.
Gupta, S., & Lehmann, D. R. (2006). Customer lifetime value and firm valuation. Journal of Relationship Marketing, 5(2–3), 87–110.
Hair, J. F., Hult, G. T., Ringle, C. M., & Sarstedt, M. (2014). A primer partial least squaresstructural equation modeling (PLS-SEM). SAGE Publications.
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55.
Joseph, M., Yakhou, M., & Stone, G. (2005). An educational institution’s quest for service quality: customers’ perspective. Quality Assurance in Education.
Kamaruddin, R., Osman, I., & Pei, C. A. C. (2012). Public transport services in klang valley: customer expectations and its relationship using SEM. Procedia-Social and Behavioral Sciences, 36, 431–438.
Ling, K. C., Chai, L. T., & Piew, T. H. (2010). The ‘Inside-out’and ‘Outside-in’approaches on students’ perceived service quality: An empirical evaluation. Management Science and Engineering, 4(2), 1–26.
Lovelock, C. H., & Wright, L. K. (2005). Marketing Management Services. Indeks: New York.
Oakland, J. S. (2014). Total quality management and operational excellence: text with cases. Routledge.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Understanding customer expectations of service. Sloan Management Review, 32(3), 39–48.
Petrick, J. F. (2004). The roles of quality, value, and satisfaction in predicting cruise passengers’ behavioral intentions. Journal of Travel Research, 42(4), 397–407.
Petrick, J. F., & Backman, S. J. (2002). An examination of the construct of perceived value for the prediction of golf travelers’ intentions to revisit. Journal of Travel Research, 41(1), 38–45.
Ravindran, D. S., Kalpana, M., & Ramya, K. (2011). Impact of service quality on students’ satisfaction. Asian Journal of Research in Social Sciences and Humanities, 1(4), 480–495.
Rintamäki, T., Kanto, A., Kuusela, H., & Spence, M. T. (2006). Decomposing the value of department store shopping into utilitarian, hedonic and social dimensions. International Journal of Retail & Distribution Management, 76(6), 53‐61.
Robins, R. W., Fraley, R. C., & Krueger, R. F. (2009). Handbook of research methods in personality psychology. Guilford Press.
Schiffman, L. G., & Kanuk, L. L. (2004). Consumer Behavior. Prentice Hall.
Schumacker, R. E., & Lomax, R. G. (2004). A beginner’s guide to structural equation modeling. psychology press.
Snoj, B., Korda, A. P., & Mumel, D. (2004). The relationships among perceived quality, perceived risk and perceived product value. Journal of Product & Brand Management, 13(3), 156-167.
Sohail, M. S., & Shaikh, N. M. (2004). Quest for excellence in business education: a study of student impressions of service quality. International Journal of Educational Management, 18(1), 58-65.
Timm, P. R. (2001). Seven power strategies for building customer loyalty. Amacom.
Woodruff, G., & Gardial, S. F. (2002). Understanding your customer, opportunities, need, value and satisfaction. Infinity Books, A Maya Blackwell Imprint. New delhi.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.