This work is licensed under a
Creative Commons Attribution 4.0 International License
 Anvari Rostami, Ali Asghar; Torabi, Maryam & Mohammadlu, Moslem Ali (2005), a comparative study of banking service quality in the views of customers and employees, Human Science Quarterly, p.53 – 64.
 Blose, Julia E. and Tankersley, William B., (2004), Linking dimensions of service quality to organizational outcomes, Managing Service Quality, Volume 14, Number 1 , pp.75-89.DOI: 10.1108/09604520410513686
 Dedeke, Adenekan, (2003), Service quality: a fulfillment-oriented and interactions-centered approach, Managing Service Quality, Volume 13, Number 4 , , pp.276-289.DOI: 10.1108/09604520310484699
 Edvardsson, Bo, (2005), Service quality: beyond cognitive assessment, Managing Service Quality, Vol. 15, No. 2, pp.127-131.DOI: 10.1108/09604520510585316
 Enquist, Edvardsson and Sebhatu S. B, (2007), Values-based service quality for sustainable business, Managing Service Quality, Vol. 17 , No. 4, pp.385-403.DOI: 10.1108/09604520710760535
 Ghalavandi, Hassan; Beheshtirad, Roghayeh & Ghalei, Ali Reza (2012), studying service quality in Urumyeh University by SERVQUAL model, Management and Development Process, vo. 3, p.49 – 66.
 Hassan Hussieni, Mira & Ghaderi, Somayeh (2010), affecting factors on banking service quality, Commercial Management Outlook Journal, vol. 3, p.89 – 115.
 Kang, Gi-Du, (2006), The hierarchical structure of service quality: integration of technical and functional quality, Managing Service Quality, Vol. 16, No. 1, pp.37-50.DOI: 10.1108/09604520610639955
 Kang, Gi-Du and James, Jeffrey, (2004), Service quality dimensions: an examination of Gro¨nroos's service quality model, Managing Service Quality, Volume 14, Number 4, p.266–277.DOI: 10.1108/09604520410546806
 Lagrosen, Stefan and Lagrosen, Yvonne, (2003), Management of service quality - differences in values, practices and outcomes, Managing Service Quality, Volume 13 , Number 5 , , pp.370-381.DOI: 10.1108/09604520310495840
 Lagrosen, Stefan & Lagrosen, Yvonne, (2007), Exploring service quality in the health and fitness industry, Managing Service Quality, Vol. 17, No. 1, pp.41-53.DOI: 10.1108/09604520710720665
 Mirghafouri, Seyed Habibollah & Zare Ahmadabadi, Habib (2007), analyzing service quality of clinics by using SERVQUAL model, Medical and Health/Treatment Service Journal, Yazd Medical University, vol. 2, p.84 – 92.
 Moradi, Hadi & Hemati, Amin (2010), measuring customers' satisfaction of service quality by using CANO – SERVQUAL model, 2nd International Conference on Financial Service Marketing.
 Rajabipour, Ali Reza & RAjabipour, Batool (2010), using gap analysis model to vassess the quality of library services, a report from Yazd Medical University, Ketab Quarterly, p.60 – 69.
 Skaran, Uma (2013), research methods in management, translated by Mohammad Saebi and Mahmood Shirazi, Public Administration Training Center, 12th edition.
 Voon , Boo Ho, (2006), Linking a service-driven market orientation to service quality, , managing service quality , vol. 16, n0 6 , pp.595-619.DOI: 10.1108/09604520610711927
 Yazdani, Hamid Reza (20120, devising a model to measure HR value chain in SAIPA Industrial Group, doctoral dissertation, Management School, University of Tehran.
 Yang, Ching-Chow, (2003), Establishment and applications of the integrated model of service quality measurement, Managing Service Quality, Volume 13 , Number 4 , pp.310-324.DOI: 10.1108/09604520310484725
 Zahedi, Sakineh (2011).
 Ziviar, Farzad; Ziayi, Mohammad Sadegh & Nargesian, Jawad (2011), studying affecting factors on customer satisfaction by using SERVQUAL model, Modern Marketing Research Quarterly, vo. 3, p.173 – 186.