@incollection{,
	
					
					
					44C52FF647316DF5B4C26C5AF4529E18
				,
	author={{BasitShahzad} and {RomanaAziz} and {King Saud University}},
	journal={{Global Journal of Computer Science and Technology}},
	journal={{GJCST}}0975-41720975-435010.34257/gjcst,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}153110
}

@book{b0,
	
	
		,
	title={{Managing technology in higher education: Strategies for transforming teaching and learning}}
		,
	author={{
			TBates
		} and {
			ASangra
		}}
		
		
			,
	year={2011}
			,
	publisher={Jossey-Bass}
		
	

}

@book{b1,
	
	
		,
	author={{
			TMayes
		} and {
			DMorrison
		} and {
			HMellar
		} and {
			PBullen
		} and {
			MOliver
		}}
		
		
		
		
		,
	title={{Tansforming Higher Education Through Technology-enhanced Learning: Higher Education Academy York}}
				
			,
	year={2009}
		
	

}

@incollection{b2,
	
	
		,
	title={{A student-centred conceptual model of service quality in higher education}}
		,
	author={{
			DClewes
		}}
	
	
		,
	journal={{Quality in Higher Education}}
		
			9
			
			,
	year={2003}
		
	

}

@incollection{b3,
	
	
		,
	title={{Student satisfaction and student perceptions of quality at international branch campuses in the United Arab Emirates}}
		,
	author={{
			SWilkins
		} and {
			MStephens
		} and {
			JBalakrishnan
		} and {
			Huisman
		}}
		
		
		
	
	
		,
	journal={{Journal of Higher Education Policy and Management}}
		
			34
			
			,
	year={2012}
		
	

}

@incollection{b4,
	
	
		,
	title={{How service science management and engineering (SSME) can evolve to an academic discipline?}}
		,
	author={{
			GZhao
		} and {
			HGPerros
		} and {
			ZXin
		}}
		
		
	
	
		,
	journal={{International Journal of Web Engineering and Technology}}
		
			5
			
			,
	year={2009}
		
	

}

@incollection{b5,
	
	
		,
	title={{Interactive services: a framework, synthesis and research directions}}
		,
	author={{
			RBolton
		} and {
			SSaxena-Iyer
		}}
		
	
	
		,
	journal={{Journal of Interactive Marketing}}
		
			23
			
			,
	year={2009}
		
	

}

@book{b6,
	
	
		,
	title={{Service Quality Measurement: Past and Future}}
		,
	author={{
			SConger
		} and {
			WHefley
		} and {
			SGalup
		} and {
			RDattero
		}}
		
		
		
		
			,
	year={2012}
		
	

}

@incollection{b7,
	
	
		,
	title={{Service engineering: an interdisciplinary framework}}
		,
	author={{
			L.-CWu
		} and {
			L.-HWu
		}}
		
	
	
		,
	journal={{Journal of Computer Information Systems}}
		
			51
			14
			,
	year={2010}
		
	

}

@incollection{b8,
	
	
		,
	title={{The Project ServCASE-Software-Service Codesign for IT-Enabled Services}}
		,
	author={{
			K.-PFähnrich
		}}
	
	
		,
	booktitle={{HCI International 2005}}
				
			,
	year={2005}
		
	

}

@book{b9,
	
	
		,
	title={{E-services: a synthesis and research agenda}}
		,
	author={{
			FHofacker
		} and {
			REGoldsmith
		} and {
			EBridges
		} and {
			ESwilley
		}}
		
		
		
		,
	editor={E-Services}
		
			,
	year={2007}
			,
	publisher={Springer}
			
		
	

}

@incollection{b10,
	
	
		,
	title={{How to Engineer ITenabled Services}}
		,
	author={{
			KMeyer
		} and {
			KFähnrich
		}}
		
	
	
		,
	booktitle={{Proceedings of First International Symposium on Service Science}}
				First International Symposium on Service Science
		
			,
	year={2009}
			
		
	

}

@incollection{b11,
	
	
		,
	title={{Best and the Worst Times to Tweet: An Experimental Study}}
		,
	author={{
			SUesugi
		} and {
			It-EnabledServices
		}}
		
	
	
		,
	booktitle={{15th International Conference on Mathematics and Computers in Business and Economics (MCBE '14)}}
				
			,
	publisher={Springer}
			,
	year={2013. 2014}
			
		
	
	,
	note={Shahzad and E. Alwagait}

}

@incollection{b12,
	
	
		,
	title={{Maximization of Tweet's Viewership with respect to Time}}
		,
	author={{
			BShahzad
		} and {
			EAlwagait
		}}
		
	
	
		,
	journal={{World Symposium on Computer Applications & Research}}
		
			
			,
	year={2014}
		
	

}

@incollection{b13,
	
	
		,
	title={{When are Tweets Better Valued? An Empirical Study}}
		,
	author={{
			BAlwagait
		} and {
			Shahzad
		}}
		
	
	
		,
	journal={{Journal of Universal Computer Science}}
		
			20
			
			,
	year={2014}
		
	

}

@incollection{b14,
	
	
		,
	title={{Impact of social media usage on students academic performance in Saudi Arabia}}
		,
	author={{
			BAlwagait
		} and {
			SShahzad
		} and {
			Alim
		}}
		
		
	
	
		,
	journal={{Computers in Human Behavior}}
		
			,
	year={2014}
		
	

}

@incollection{b15,
	
	
		,
	title={{Utilizing Technology in Education Environment: A Case Study}}
		,
	author={{
			BShahzad
		} and {
			EAlwagait
		}}
		
	
	
		,
	booktitle={{Information Technology: New Generations (ITNG), 2013 Tenth International Conference on}}
				
			,
	year={2013}
			
		
	

}

@incollection{b16,
	
	
		,
	title={{Smartphone's Popularity Measurement by Investigating Twitter Profiles}}
		,
	author={{
			ABasitShahzad
		}}
	
	
		,
	booktitle={{2013 Third World Congress on Information and Communication Technologies (WICT)}}
				
			,
	year={2013}
			
		
	

}

@incollection{b17,
	
	
		,
	title={{KSU News Portal: A Case Study}}
		,
	author={{
			YAl-Ohali
		} and {
			AAAl-Oraij
		} and {
			BShahzad
		}}
		
		
	
	
		,
	booktitle={{presented at the International Conference on Internet Computing (ICOMP'11)}}
				
			,
	year={2011}
		
	

}

@book{b18,
	
	
		,
	title={{Assessing and Enhancing country competitiveness}}
		,
	author={{
			RSudan
		} and {
			SAyers
		} and {
			PDongier
		} and {
			AMKunigami
		} and {
			SDInfrastructure
		}}
		
		
		
		
		
			,
	year={2010}
			,
	publisher={The World Bank}
		
	
	,
	note={The Global Opportunity in IT-Based Services}

}

@incollection{b19,
	
	
		,
	title={{Identification of Risk Factors in Large Scale Software Projects: A Quantitative Study}}
		,
	author={{
			BShahzad
		}}
	
	
		,
	journal={{International Journal of Knowledge Society Research (IJKSR)}}
		
			5
			
			,
	year={2014}
		
	

}

@incollection{b20,
	
	
		,
	title={{Identification of Risk Factors in Large Scale Software Projects: A Quantitative Study}}
		,
	author={{
			BShahzad
		}}
	
	
		,
	journal={{International Journal of Knowledge Society Research}}
		
			5
			
			,
	year={2014}
		
	

}

@incollection{b21,
	
	
		,
	title={{Identification of Software Risk Factors in Large Scale Projects: A Quantitative Study}}
		,
	author={{
			BShahzad
		} and {
			AMSaid
		}}
		
	
	
		,
	journal={{Archives Des Sciences}}
		
			65
			,
	year={2012}
		
	

}

@incollection{b22,
	
	
		,
	title={{Ten most catastrophic risks in medium and large scale software}}
		,
	author={{
			BShahzad
		} and {
			EAlwagait
		}}
		
	
	
		,
	journal={{Journal of Science series Data Report}}
		
			4
			
			,
	year={2012}
		
	

}

@incollection{b23,
	
	
		,
	title={{Trivial model for mitigation of risks in software development life cycle}}
		,
	author={{
			BShahzad
		} and {
			YAl-Ohali
		} and {
			AAbdullah
		}}
		
		
	
	
		,
	journal={{International Journal of the Physical Sciences}}
		
			6
			
			,
	year={2011}
		
	

}

@incollection{b24,
	
	
		,
	title={{A probabilistic model for risk forecasting in medical informatics}}
		,
	author={{
			BShahzad
		} and {
			ABAbdullah
		} and {
			ASAl-Mudimigh
		}}
		
		
	
	
		,
	booktitle={{10th WSEAS International Conference on Software Engineering Parallel and distributed Systems), Held at}}
				Cambridge, UK
		
			,
	year={2011}
		
	

}

@incollection{b25,
	
	
		,
	title={{Software Risk Management and Avoidance Strategy}}
		,
	author={{
			IMathkour
		} and {
			BShahzad
		} and {
			SAl-Wakeel
		}}
		
		
	
	
		,
	booktitle={{presented at the International Conference on Machine Learning and Computing}}
				Singapore
		
			,
	year={2011}
		
	

}

@incollection{b26,
	
	
		,
	title={{Risk mitigation and management scheme based on risk priority}}
		,
	author={{
			BShahzad
		} and {
			SASafvi
		}}
		
	
	
		,
	journal={{Global journal of computer science and technology}}
		
			10
			,
	year={2010}
		
	

}

@incollection{b27,
	
	
		,
	title={{Risk Identification, Mitigation and Avoidance Model for Handling Software Risk}}
		,
	author={{
			BShahzad
		} and {
			ASAl-Mudimigh
		}}
		
	
	
		,
	booktitle={{Computational Intelligence, Communication Systems and Networks (CICSyN), 2010 Second International Conference on}}
				
			,
	year={2010}
			
		
	

}

@incollection{b28,
	
	
		,
	title={{Risk Identification and Preemptive Scheduling In Software Development Life Cycle}}
		,
	author={{
			BShahzad
		} and {
			ASAl-Mudimigh
		} and {
			ZUllah
		}}
		
		
	
	
		,
	journal={{Global Journal of Computer Science and Technology}}
		
			10
			,
	year={2010}
		
	

}

@incollection{b29,
	
	
		,
	title={{Identification of Methodology for Analysis of the Risk Factors in Software Development Environment}}
		,
	author={{
			ASAl-Mudimigh
		} and {
			BShahzad
		} and {
			ZUllah
		}}
		
		
	
	
		,
	journal={{Global Journal of Computer Science and Technology}}
		
			10
			,
	year={2010}
		
	

}

@incollection{b30,
	
	
		,
	title={{Statistical methods for sustainable risk identification methodologies}}
		,
	author={{
			AShahzad
		} and {
			ASAl-Mudimigh
		} and {
			ZUllah
		}}
		
		
	
	
		,
	booktitle={{Information Management and Engineering (ICIME)}}
				
			,
	year={2010. 2010}
			
		
	
	,
	note={The 2nd IEEE International Conference on}

}

@incollection{b31,
	
	
		,
	title={{Empirical selection of risk identification methodology in software}}
		,
	author={{
			BShahzad
		} and {
			ASAl-Mudimigh
		} and {
			ZUllah
		}}
		
		
	
	
		,
	booktitle={{The 2nd IEEE International Conference on Information Management and Engineering (ICIME)}}
				
			,
	year={2010. 2010}
			
		
	

}

@incollection{b32,
	
	
		,
	title={{Software risk identification and mitigation in incremental model}}
		,
	author={{
			BShahzad
		} and {
			IUllah
		} and {
			NKhan
		}}
		
		
	
	
		,
	booktitle={{Information and Multimedia Technology}}
				
			,
	year={2009. 2009}
			
		
	

}

@incollection{b33,
	
	
		,
	title={{Software Risk Management-Prioritization of frequently occurring Risk in Software Development Phases}}
		,
	author={{
			BShahzad
		} and {
			J
		}}
		
	
	
		,
	booktitle={{2nd International Conference on Information and Communication Technology (ICICT2007)}}
				
			,
	year={2007}
			
		
	
	,
	note={Using Relative Impact Risk Model}

}

@incollection{b34,
	
	
		,
	title={{Enhanced risk analysis-relative impact factorization}}
		,
	author={{
			BShahzad
		} and {
			TAfzal
		} and {
			RIrfan
		}}
		
		
	
	
		,
	booktitle={{Information and Communication Technologies, 2005. ICICT 2005. First International Conference on}}
				
			,
	year={2005}
			
		
	

}

@incollection{b35,
	
	
		,
	title={{Effective risk mitigation: a user prospective}}
		,
	author={{
			BShahzad
		} and {
			SSafvi
		}}
		
	
	
		,
	journal={{NAUN International Journal of Mathematics And Computers In Simulation, ISSN}}
		
			159
			
			,
	year={1998}
		
	

}

@incollection{b36,
	
	
		,
	title={{Using Wage Rate Analysis to Determine Software Project Scale}}
		,
	author={{
			BShahzad
		} and {
			RAziz
		} and {
			AMSaid
		}}
		
		
	
	
		,
	journal={{Research Journal of Applied Sciences, Engineering and Technology}}
		
			8
			
			,
	year={2014}
		
	

}

@incollection{b37,
	
	
		,
	title={{Service quality models: a review}}
		,
	author={{
			NSeth
		} and {
			SDeshmukh
		} and {
			PVrat
		}}
		
		
	
	
		,
	journal={{International Journal of Quality & Reliability Management}}
		
			22
			
			,
	year={2005}
		
	

}

@incollection{b38,
	
	
		,
	title={{Refinement and reassessment of the SERVQUAL scale}}
		,
	author={{
			AParasuraman
		} and {
			LLBerry
		} and {
			VAZeithaml
		}}
		
		
	
	
		,
	journal={{Journal of retailing}}
		
			,
	year={1991}
		
	

}

@incollection{b39,
	
	
		,
	title={{More on improving service quality measurement}}
		,
	author={{
			LLParasuraman
		} and {
			VABerry
		} and {
			Zeithaml
		}}
		
		
	
	
		,
	journal={{Journal of retailing}}
		
			69
			
			,
	year={1993}
		
	

}

@incollection{b40,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			VAParasuraman
		} and {
			LLZeithaml
		} and {
			Berry
		}}
		
		
	
	
		,
	journal={{The journal of marketing}}
		
			
			,
	year={1985}
		
	

}

@book{b41,
	
	
		,
	title={{Measuring service quality: a reexamination and extension}}
		,
	author={{
			JJCroninJr
		} and {
			SATaylor
		}}
		
		
			,
	year={1992}
			
		
	
	,
	note={The journal of marketing}

}

@incollection{b42,
	
	
		,
	title={{Consumer evaluations of new technology-based self-service options: an investigation of alternative models of service quality}}
		,
	author={{
			PADabholkar
		}}
	
	
		,
	journal={{International Journal of research in Marketing}}
		
			13
			
			,
	year={1996}
		
	

}

@incollection{b43,
	
	
		,
	title={{WebQual: an instrument for consumer evaluation of web sites}}
		,
	author={{
			ETLoiacono
		} and {
			RTWatson
		} and {
			DLGoodhue
		}}
		
		
	
	
		,
	journal={{International Journal of Electronic Commerce}}
		
			11
			
			,
	year={2007}
		
	

}

@incollection{b44,
	
	
		,
	title={{A service quality model based on an ideal value standard}}
		,
	author={{
			JMattsson
		}}
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			3
			
			,
	year={1992}
		
	

}

@incollection{b45,
	
	
		,
	title={{Measuring IS system service quality with SERVQUAL: Users' perceptions of relative importance of the five SERVPERF dimensions}}
		,
	author={{
			VLandrum
		} and {
			XPrybutok
		} and {
			DZhang
		} and {
			Peak
		}}
		
		
		
	
	
		,
	journal={{Informing Science: the International Journal of an Emerging Transdiscipline}}
		
			12
			
			,
	year={2009}
		
	

}

@incollection{b46,
	
	
		,
	title={{SERVCESS: A parsimonious instrument to measure service quality and information system success}}
		,
	author={{
			VRLandrum
		} and {
			LAPrybutok
		} and {
			XKappelman
		} and {
			Zhang
		}}
		
		
		
	
	
		,
	journal={{Quality Management Journal}}
		
			15
			,
	year={2008}
		
	

}

@incollection{b47,
	
	
		,
	title={{Management of perceptions of information technology service quality}}
		,
	author={{
			LKRoses
		} and {
			NHoppen
		} and {
			JLHenrique
		}}
		
		
	
	
		,
	journal={{Journal of Business Research}}
		
			62
			
			,
	year={2009}
		
	

}

@incollection{b48,
	
	
		,
	title={{ES-QUAL a multiple-item scale for assessing electronic service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			AMalhotra
		}}
		
		
	
	
		,
	journal={{Journal of service research}}
		
			7
			
			,
	year={2005}
		
	

}

@book{b49,
	
	
		,
	title={{Conceptual Framework for understanding e-service quality: Implications for future research and managerial practice}}
		,
	author={{
			VAZeithaml
		} and {
			AParasuraman
		} and {
			AMalhotra
		}}
		
		
		
			,
	year={2000}
		
	

}

@incollection{b50,
	
	
		,
	title={{A proposed scale for measuring e-service quality}}
		,
	author={{
			HLi
		} and {
			RSuomi
		}}
		
	
	
		,
	journal={{Science and Technology}}
		
			2
			
			,
	year={2009}
		
	
	,
	note={International Journal}

}

@incollection{b51,
	
	
		,
	title={{Measuring the quality of e-service: Scale development and initial validation}}
		,
	author={{
			SISwaid
		} and {
			RTWigand
		}}
		
	
	
		,
	journal={{Journal of Electronic Commerce Research}}
		
			10
			
			,
	year={2009}
		
	

}

@incollection{b52,
	
	
		,
	title={{Determining the relative importance of mobile banking quality factors}}
		,
	author={{
			H.-FLin
		}}
	
	
		,
	journal={{Computer Standards & Interfaces}}
		
			35
			
			,
	year={2013}
		
	

}

@incollection{b53,
	
	
		,
	title={{A study on quality of experience for adaptive streaming service}}
		,
	author={{
			LYitong
		} and {
			SYun
		} and {
			MYinian
		} and {
			LJing
		} and {
			LQi
		} and {
			YDacheng
		}}
		
		
		
		
		
	
	
		,
	booktitle={{Communications Workshops (ICC), 2013 IEEE International Conference on}}
				
			,
	year={2013}
			
		
	

}

@book{b54,
	
	
		,
	title={{Impact of service quality dimensions in internet banking on customer satisfaction}}
		,
	author={{
			AGeorge
		} and {
			GGKumar
		}}
		
		
			,
	year={2014}
			41
			
		
	
	,
	note={DECISION}

}

@incollection{b55,
	
	
		,
	title={{A proposed instrument dimensions for measuring e-government service quality}}
		,
	author={{
			MAAlanezi
		} and {
			AKamil
		} and {
			SBasri
		}}
		
		
	
	
		,
	journal={{International Journal of u-and e-Service}}
		
			3
			
			,
	year={2010}
		
	

}

@incollection{b56,
	
	
		,
	title={{E-Government Service Evaluation: A Multiple-item Scale for Assessing Information Quality}}
		,
	author={{
			ABikfalvi
		} and {
			JLDe La Rosa
		} and {
			TNKeefe
		}}
		
		
	
	
		,
	booktitle={{EGOV/ePart Ongoing Research}}
				
			,
	year={2013}
			
		
	

}

@incollection{b57,
	
	
		,
	title={{ITmediated customer service content and delivery in electronic governments: An empirical investigation of the antecedents of service quality}}
		,
	author={{
			C.-WTan
		} and {
			IBenbasat
		} and {
			RTCenfetelli
		}}
		
		
	
	
		,
	journal={{MIS quarterly}}
		
			37
			
			,
	year={2013}
		
	

}

@incollection{b58,
	
	
		,
	title={{Extending the IT service quality measurement framework through a systematic literature review}}
		,
	author={{
			MLepmets
		} and {
			ACater-Steel
		} and {
			FGacenga
		} and {
			ERas
		}}
		
		
		
	
	
		,
	journal={{Journal of Service Science Research}}
		
			4
			
			,
	year={2012}
		
	

}

@incollection{b59,
	
	
		,
	title={{A Quality Measurement Framework for IT Services}}
		,
	author={{
			MLepmets
		} and {
			ERas
		} and {
			ARenault
		}}
		
		
	
	
		,
	booktitle={{SRII Global Conference (SRII)}}
				
			,
	year={2011 Annual, 2011}
			
		
	

}

@incollection{b60,
	
	
		,
	title={{Status report: practical software measurement}}
		,
	author={{
			DNCard
		} and {
			CLJones
		}}
		
	
	
		,
	booktitle={{Quality Software, 2003. Proceedings. Third International Conference on}}
				
			,
	year={2003}
			
		
	

}

@incollection{b61,
	
	
		,
	title={{Perceived service quality and user satisfaction with the information services function*}}
		,
	author={{
			WJKettinger
		} and {
			CCLee
		}}
		
	
	
		,
	journal={{Decision sciences}}
		
			25
			
			,
	year={1994}
		
	

}

@incollection{b62,
	
	
		,
	title={{Measuring information systems service quality: concerns for a complete canvas}}
		,
	author={{
			LFPitt
		} and {
			RTWatson
		} and {
			CBKavan
		}}
		
		
	
	
		,
	journal={{MIS quarterly}}
		
			
			,
	year={1997}
		
	

}

@incollection{b63,
	
	
		,
	title={{SERVQUAL revisited: a critical review of service quality}}
		,
	author={{
			PAsubonteng
		} and {
			KJMccleary
		} and {
			JESwan
		}}
		
		
	
	
		,
	journal={{Journal of Services marketing}}
		
			10
			
			,
	year={1996}
		
	

}

@incollection{b64,
	
	
		,
	title={{Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire}}
		,
	author={{
			TPVan Dyke
		} and {
			LAKappelman
		} and {
			VRPrybutok
		}}
		
		
	
	
		,
	journal={{MIS quarterly}}
		
			
			,
	year={1997}
		
	

}

@incollection{b65,
	
	
		,
	title={{Service quality: a measure of information systems effectiveness}}
		,
	author={{
			LFPitt
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			RTWatson
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			CBKavan
		}}
		
		
	
	
		,
	journal={{MIS quarterly}}
		
			
			,
	year={1995}
		
	

}

@incollection{b66,
	
	
		,
	title={{Contributions research can make in understanding organizational effectiveness}}
		,
	author={{
			PCampbell
		}}
	
	
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	journal={{Organization and Administrative Sciences}}
		
			7
			2
			,
	year={1976}
		
	

}

@incollection{b67,
	
	
		,
	title={{Perceived usefulness, perceived ease of use, and user acceptance of information technology}}
		,
	author={{
			FDDavis
		}}
	
	
		,
	journal={{MIS quarterly}}
		
			
			,
	year={1989}
		
	

}

@incollection{b68,
	
	
		,
	title={{Consumer acceptance and use of information technology: extending the unified theory of acceptance and use of technology}}
		,
	author={{
			VVenkatesh
		} and {
			JYThong
		} and {
			XXu
		}}
		
		
	
	
		,
	journal={{MIS quarterly}}
		
			36
			
			,
	year={2012}
		
	

}

@incollection{b69,
	
	
		,
	title={{The DeLone and McLean model of information systems success: a ten-year update}}
		,
	author={{
			WHDelone
		}}
	
	
		,
	journal={{Journal of management information systems}}
		
			19
			
			,
	year={2003}
		
	

}

@incollection{b70,
	
	
		,
	title={{An assessment of customers'e-service quality perception, satisfaction and intention}}
		,
	author={{
			GJUdo
		} and {
			KKBagchi
		} and {
			PJKirs
		}}
		
		
	
	
		,
	journal={{International Journal of Information Management}}
		
			30
			
			,
	year={2010}
		
	

}

@incollection{b71,
	
	
		,
	title={{Development and validation of an instrument to measure user perceived service quality of information presenting web portals}}
		,
	author={{
			ZYang
		} and {
			SCai
		} and {
			ZZhou
		} and {
			NZhou
		}}
		
		
		
	
	
		,
	journal={{Information & Management}}
		
			42
			
			,
	year={2005}
		
	

}

@book{b72,
	
	
		,
	title={{A factor and structural equation analysis of the enterprise systems success measurement model}}
		,
	author={{
			DSedera
		} and {
			GGable
		}}
		
		
			,
	year={2004}
		
	

}

@incollection{b73,
	
	
		,
	title={{Non-academic service quality: comparative analysis of students and faculty as users}}
		,
	author={{
			NMSharif
		} and {
			Kassim
		}}
		
	
	
		,
	journal={{Journal of Marketing for Higher Education}}
		
			22
			
			,
	year={2012}
		
	

}

@incollection{b74,
	
	
		,
	title={{Service quality: Gaps in the college of business}}
		,
	author={{
			NMKassim
		} and {
			MZain
		}}
		
	
	
		,
	journal={{Services Marketing Quarterly}}
		
			31
			
			,
	year={2010}
		
	

}

@incollection{b75,
	
	
		,
	title={{Measuring service quality in higher education: HEdPERF versus SERVPERF}}
		,
	author={{
			FAbdullah
		}}
	
	
		,
	journal={{Marketing Intelligence & Planning}}
		
			24
			
			,
	year={2006}
		
	

}

@incollection{b76,
	
	
		,
	title={{A higher education TQM excellence model: HETQMEX}}
		,
	author={{
			SKHo
		} and {
			KWearn
		}}
		
	
	
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	journal={{Quality assurance in education}}
		
			4
			
			,
	year={1996}
		
	

}

@incollection{b77,
	
	
		,
	title={{A conceptual framework for understanding and measuring perceived service quality in net-based customer support systems}}
		,
	author={{
			NHazilah Abd Manaf
		} and {
			KAhmad
		} and {
			SAhmed
		}}
		
		
	
	
		,
	booktitle={{CollECTeR LatAm Conference}}
				Burgess; Santiago, Chile
		
			,
	year={2013. 2004}
			5
			
		
	
	,
	note={Critical factors of service quality in a graduate school of Malaysia}

}

@incollection{b78,
	
	
		,
	title={{Reassessment of expectations as a comparison standard in measuring service quality: implications for further research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{the Journal of Marketing}}
		
			
			,
	year={1994}
		
	

}

@incollection{b79,
	
	
		,
	title={{A factor and structural equation analysis of the enterprise systems success measurement model}}
		,
	author={{
			DSedera
		} and {
			GGable
		}}
		
	
	
		,
	booktitle={{ICIS 2004 Proceedings}}
				
			,
	year={2004}
			36
		
	

}

@incollection{b80,
	
	
		,
	title={{How to make a decision: the analytic hierarchy process}}
		,
	author={{
			TLSaaty
		}}
	
	
		,
	journal={{European journal of operational research}}
		
			48
			
			,
	year={1990}
		
	

}