@incollection{, 205D7929C4C2ABE207C8E34B00C750BA , author={{MohammedMajeed}}, journal={{Global Journal of Human Social Sciences}}, journal={{GJHSS}}2249-460X0975-587X10.34257/GJHSS, address={Cambridge, United States}, publisher={Global Journals Organisation}1922940 } @incollection{b0, , title={{Assessing quality gap of university services}} , author={{ KAbili } and { NFThani } and { FMokhtarian } and { MMRashidi }} , journal={{The Asian Journal on Quality}} 12 2 , year={2011} } @incollection{b1, , title={{The measurement of the construct satisfaction in higher education}} , author={{ HAlves } and { MRaposo }} , journal={{The Services Industries Journal}} 29 2 , year={2009} } @incollection{b2, , title={{The student is not the customer: An alternative perspective}} , author={{ DBay } and { HDaniel }} , journal={{Journal of Marketing for Higher Education}} 11 , year={2001} } @book{b3, , title={{Quality assurance in an international higher education area: a case study approach and comparative analysis}} , author={{ ABernhard }} , year={2012} , publisher={Springer} , address={Germany; Fachmedien} } @book{b4, , title={{}} , author={{ FD VBergamo } and { ACGiuliani } and { FelipeSilvia Helena Carvalho Ramos Valladão De Camargo } and { PonchioMZambaldi }} } @incollection{b5, , title={{Responding to the student voice: a case study of a systematic improvement strategy}} , author={{ SNChenicheri } and { LBennett } and { PMertova }} , journal={{The TQM Journal}} 22 5 , year={2010} } @incollection{b6, , title={{Measuring student satisfaction with their studies in an international and European studies department. Operational Research}} , author={{ GVDiamantis } and { VKBenos }} , journal={{An International Journal}} 7 1 , year={2007} } @incollection{b7, , title={{Business student satisfaction, intentions and retention in higher education: an empirical investigation}} , author={{ AKara } and { DeShields } and { OW }} , journal={{MEQ}} 3 , year={2004} } @incollection{b8, , title={{Essentials of management: an international perspective}} , author={{ HKoontz } and { HWeihrich }} , booktitle={{New Delhi: Tata MsGraw Hill Education Private Limited}} , year={2010} , note={th ed} } @incollection{b9, , title={{A conceptual framework to help evaluate the quality of institutional performance}} , author={{ JKettunen }} , journal={{Quality Assurance in Education}} 16 4 , year={2008} } @incollection{b10, , title={{Strategy and quality maps in higher education}} , author={{ JKettunen }} , journal={{US-China Education Review}} 8 2 , year={2011} } @book{b11, , title={{The strategic management of higher education: serving students as customers for institutional growth}} , author={{ HKazeroony }} , year={2012} , publisher={Business Expert Press} , address={USA} } @incollection{b12, , title={{Leading change in higher education}} , author={{ IMcroy } and { PGibbs }} , journal={{Educational Management Administration & Leadership}} 37 5 , year={2009} } @incollection{b13, , title={{Integration of strategic management and quality assurance in the Romanian higher education}} , author={{ LMoldovan }} , booktitle={{Proceedings of the 8th International Strategic Management Conference}} the 8th International Strategic Management Conference , year={2012} 58 } @incollection{b14, , title={{Student satisfaction: a method for exploring quality factors within}} , author={{ MPostema } and { SMarkham }} , booktitle={{Proceedings of NACCQ}} NACCQNew Zealand , year={2001. July, 2001} } @book{b15, , title={{Managing successful universities}} , author={{ MShattock }} , year={2003} , publisher={McGraw-Hill} , address={Maidenhead} } @incollection{b16, , title={{Identifying predictors of student satisfaction and student motivation in the framework of assuring quality in the delivery of higher education services}} , author={{ YStukalina }} , journal={{Business, management and Education}} 12 1 , year={2014} } @incollection{b17, , title={{Student Satisfaction: An alternative approach to assessing this important concept}} , author={{ KMElliot } and { DShin }} , journal={{Journal of Higher Education Policy and Management}} 24 2 , year={2002} } @incollection{b18, , title={{A comparative study between UK and US: The student satisfaction in higher education and its influencing factors}} , author={{ WHon }} , journal={{Journal: Insight in Student Services}} , editor={20. Mai, L.} 2 2 , year={2002. 2005} , note={Journal of Marketing Management} } @incollection{b19, , title={{Measuring customer satisfaction in summer courses}} , author={{ MMNavarro } and { MPIglesias } and { MP RTorres }} , journal={{Quality Assurance in Education}} 13 1 , year={2005a} } @incollection{b20, , title={{A new management element for universities: satisfaction with the offered courses}} , author={{ MMNavarro } and { MPIglesias } and { MP RTorres }} , journal={{International Journal of Educational Management}} 19 6 , year={2005b} } @incollection{b21, , title={{Dimensions of Service Quality Encountered By Students on Sustainability of Higher Education in Nigeria}} , author={{ RENkiruka } and { KAOlanrewaju }} , journal={{Developing Country Studies}} 4 6 150 , year={2014} } @incollection{b22, , title={{Ensuring customer delight: A quality approach to excellence in management education}} , author={{ SPopli }} , journal={{Quality in Higher Education}} 11 1 , year={2005} } @incollection{b23, , title={{Student satisfaction and quality of service in Italian universities}} , author={{ LPetruzellis } and { AMD' Uggento } and { SRomanazzi }} , journal={{Managing Service Quality}} 16 4 , year={2006} } @book{b24, , title={{Instruments for obtaining student feedback: A review of the literature. Assessment and Evaluation in Higher Education}} , author={{ JT ERichardson }} , year={2005} 30 } @incollection{b25, , title={{Designing student feedback questionnaires}} , author={{ JRowley }} , journal={{Quality Assurance in Education}} 11 3 , year={2003} } @incollection{b26, , title={{Quality of university services: Dimensional structure of}} , author={{ CMSalvador-Ferrer }} , journal={{SERVQUALVS ESQS. Service Science}} 3 2 , year={2010} } @incollection{b27, , title={{A comparison of traditional and web-based tutorials in marketing education: An exploratory study}} , author={{ JCSweeney } and { DIngram }} , journal={{Journal of Marketing Education}} 23 1 , year={2001} } @incollection{b28, , title={{Addressing service quality issues in higher education: the educational environment evaluation from the students' perspective, Technological and Economic Development}} , author={{ YStukalina }} , journal={{Baltic Journal of Sustainability}} 18 1 , year={2012} } @incollection{b29, , title={{Direct and database marketing and customer relationship management in recruiting students for higher education}} , author={{ ATapp } and { KHicks } and { MStone }} , journal={{International Journal of Non-profit and Voluntary Sector Marketing}} 9 4 , year={2004} } @incollection{b30, , title={{The congruence of quality values in higher education}} , author={{ RTelford } and { RMasson }} , journal={{Quality Assurance in Education}} 13 2 , year={2005} } @incollection{b31, , title={{Student satisfaction: towards an empirical deconstruction of the concept}} , author={{ JWiers-Jenssen } and { BStensaker } and { JBGrogaard }} , journal={{Quality in Higher Education}} 8 2 , year={2002} } @incollection{b32, , title={{A study of student satisfaction in a blended E-learning system environment}} , author={{ HWu } and { RDTennyson } and { THsia }} , journal={{Computers and Education}} 55 , year={2010} } @book{b33, , title={{Towards the third-generation university: managing the university in transition}} , author={{ JGWissema }} , year={2009} , publisher={MGP Books Ltd} , address={UK} }