[
Babakus, E., Yavas, U., Karatepe, O.M., Avci, T., 2003. The effect of management commitment to service quality on employees’ affective and performance outcomes. Journal of the Academy of Marketing Science, 31(3), 272–286.
]Search in Google Scholar
[
Bahia, K., Nantel, J., 2000. A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing, 18(2), 84–91.
]Search in Google Scholar
[
Bitner, M.J., Booms, B.H., Tetreault, M.S., 1990. The Service Ecounter: Dignosing Favourable and Unfavourable Incidents. Journal of Marketing, 54(1), 71-84.
]Search in Google Scholar
[
Brady, M.K., Cronin, J.J., Brand, R.R., 2002. Performance-only measurement of service quality: a replication and extension. Journal of Business Research, 55(1), 17-31.
]Search in Google Scholar
[
Buttle, F., 1996. SERVQUAL: review, critique, research agenda. European Journal of Marketing, 30(1), 8-32.
]Search in Google Scholar
[
Cai, S., Jun, M., 2003. Internet users’ perceptions of online service quality: a comparison of online buyers and information searchers. Managing Service Quality, 13(6), 504-519.
]Search in Google Scholar
[
Cronin, J.J., Taylor, S.A., 1994. SERVPERF versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality. Journal of Marketing, 58(1), 125-131.
]Search in Google Scholar
[
Czajkowska, A., Ciuk, W., 2006. Estimation the quality level of services provided by a Housing Association. In Čorejowă, T., Borkowski, S., Quality Management of Services. Žilińskă Univerzita, Žilina, Slovakia, 76-81.
]Search in Google Scholar
[
Goranczewski, B., Puciato, D., 2011. Application of SERVQUAL questionnaire in the measurement of quality of hotel services. Pol. J. Sport Tourism, 18, 166-171.
]Search in Google Scholar
[
Ingaldi M., Kotus M., 2018. Assessment of customer satisfaction as an element deciding about enterprise’s competitiveness. Multidisciplinary Aspects of Production Engineering 1(1), 657-664,
]Search in Google Scholar
[
Ingaldi M., Ulewicz R., 2018. Evaluation of Quality of the e-Commerce Service. International Journal of Ambient Computing and Intelligence, 9(2), 55-66.
]Search in Google Scholar
[
Jun, M., Yang, Z., Kim, D., 2004. Customers’ perceptions of online retailing service quality and their satisfaction. International Journal of Quality and Reliability Management, 21(8), 817-840.
]Search in Google Scholar
[
Karaszewski, R., 2001. SERVQUAL – metoda badania jakości świadczonych usług. Problemy Jakości, 5, 8-10.
]Search in Google Scholar
[
Karatepe, O.M., Yavas, U., Babakus, E., 2005. Measuring service quality of banks: scale development and validation. Journal of Retailing and Consumer Services, 12(5), 373-383.
]Search in Google Scholar
[
Kowalik, K., Klimecka-Tatar, D., 2018. The Process Approach to Service Quality Management. Production Engineering Archives, 18, 31-34.
]Search in Google Scholar
[
Ladhari, R., 2008. Alternative measures of service quality: a review. Managing Service Quality, 18(1), 65-86.
]Search in Google Scholar
[
Ladhari, R., 2009. A review of twenty years of SERVQUAL research. International Journal of Quality and Services Sciences, 1(2), 172-198.
]Search in Google Scholar
[
Niciejewska, M., Klimecka-Tatar, D., 2018. Health problems among employees in small enterprises as a result of improper OHS management. MATEC Web of Conferences 183, 01012.
]Search in Google Scholar
[
Nowakowska-Grunt, J., Mazur, M., 2016. Effectiveness of Logistics Processes of SMEs in the Metal Industry. 25th Anniversary International Conference on Metallurgy and Materials, Ostrava, Tanger, 1956-1961
]Search in Google Scholar
[
Parasuraman, A., Zeithaml, V.A., Berry, L.L., 1985. A Conceptual Model of Service Quality and its implications for Future Research. Journal of Marketing, 49, 4.
]Search in Google Scholar
[
Polak, N., Stasiak, R., 2002. Nowoczesne programy kształcenia dorosłych w szkołach wyższych - element strategii rozwoju uniwersytetów europejskich. Ekonomiceskoe obrazovanie v universitete: puti povysenija kacestva. Materialy Mezdunarodnoj naucno-metodiceskoj konferencii. Grodno, Belarus, 169-174.
]Search in Google Scholar
[
Stoma, M., 2012. Modele i metody pomiaru jakości usług. Q&R Polska Sp. z o.o., Lublin, Poland.
]Search in Google Scholar
[
Ulewicz, R., 2014. Application of SERVQUAL Method for Evaluation of Quality of Educational Services at the University of Higher Education. Polish Journal of Management Studies, 9, 254-264.
]Search in Google Scholar
[
Ulewicz, R., 2018. Customer Satisfaction Survey in the Furniture Industry. 11th International Scientific Conference WoodEMA 2018, 18-19.
]Search in Google Scholar
[
Zeithaml, V.A., Parasurman, A., Berry, L.L., 1990. Delivering Quality Service. Balancing customer perceptions and expectations. The Free Press.
]Search in Google Scholar