Quality dimensions in the public sector: municipal services and citizen’s perception
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Volume (Year): 6 (2009)
Issue (Month): 1 (June)
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References listed on IDEAS
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- Babakus, Emin & Boller, Gregory W., 1992. "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Elsevier, vol. 24(3), pages 253-268, May.
- Johnson, Michael D. & Fornell, Claes, 1991. "A framework for comparing customer satisfaction across individuals and product categories," Journal of Economic Psychology, Elsevier, vol. 12(2), pages 267-286, June.
- Barclay, M.J. & Holderness, C.G. & Pontiff, J., 1991.
"Private Benefits form Block Ownership and Discounts on Closed-end Funds,"
91-01, Rochester, Business - Financial Research and Policy Studies.
- Barclay, Michael J. & Holderness, Clifford G. & Pontiff, Jeffrey, 1993. "Private benefits from block ownership and discounts on closed-end funds," Journal of Financial Economics, Elsevier, vol. 33(3), pages 263-291, June.
- de Ruyter, Ko & Bloemer, Jose & Peeters, Pascal, 1997. "Merging service quality and service satisfaction. An empirical test of an integrative model," Journal of Economic Psychology, Elsevier, vol. 18(4), pages 387-406, June.
- Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer, vol. 16(3), pages 297-334, September.
- Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
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