[
Adeosun, L.P.K., & Ganiyu, R.A. (2013). Corporate Reputation as a Strategic Asset. International Journal of Business and Social Science, 4(2), 220-225.
]Search in Google Scholar
[
Afolabi, I., & Adegoke, F. (2014). Analysis of Customer Satisfaction for Competitive Advantage Using Clustering and Association Rules. International Journal of Computer Science and Engineering, 3(Issue 2), 141-150.
]Search in Google Scholar
[
Afraz, M.F., Bhatti, S.H., Ferrarris, A., & Couturier, J. (2021). The Impact of Supply Chain Innovation on Competitive Advantage in the Construction Industry: Evidence from a Moderated Multi Mediation Model. Technological Forecasting & Social Change, No. 162. Retrieve from https://doi.org/10.1016/j.techfore.2020.120370.10.1016/j.techfore.2020.120370
]Search in Google Scholar
[
Babbar, S., Behara, R.V., Koufteros, X.A., & Wong, C.W.Y. (2018). Charting Leadership in SCM Research from Asia and Europe. International Journal of Production Economics, 203. 350-378.10.1016/j.ijpe.2018.07.005
]Search in Google Scholar
[
Balmer, J.M.T. (2009). Corporate Marketing: Apocalypse, Advent and Epiphany. Management Decision, 47(4), 544-572.10.1108/00251740910959413
]Search in Google Scholar
[
Barsky, J.D., & Labagh, R. (2015). A Strategy for Customer Satisfaction, The Cornell H.R.A. Quarterly. Retrieved from https://doi.org/10.1177/001088049203300524.10.1177/001088049203300524
]Search in Google Scholar
[
Bei, L.T., & Chiao, Y.C. (2006). The Determinants of Customer Loyalty: An Analysis of Intangible Factors in Three Service Industries. International Journal of Commerce and Management, 16(3/4), 162-177.10.1108/10569210680000215
]Search in Google Scholar
[
Bellou, V. (2007). Achieving Long-Term Customer Satisfaction Through Organizational Culture – Evidence from The Health Care Sector. Managing Service Quality, 17(5), 510-522.10.1108/09604520710817334
]Search in Google Scholar
[
Bergin, R.J., Emery, J., Bollard, R., & White, V. (2019). Research Evidence Supports Cancer Policymaking but It is Sufficient for Change: Findings of Key Informant Interviews from Five Countries. Health Policy, 123, 572-581.10.1016/j.healthpol.2019.04.003
]Search in Google Scholar
[
Bianchi, C., Carneiro, J., & Wickramasekera, R. (2017). Internationalization Commitment of Emerging Market Firms A Comparative Study of Chile and Brazil. Journal of Small Business and Enterprise Development. Retrieved from https://doi.org/10.1108/JSBED-07-2017-0221.10.1108/JSBED-07-2017-0221
]Search in Google Scholar
[
Blanchard, D. (2007). Supply Chain Management Best Practices. John Wiley & Sons, Inc, Hoboken, New Jersey.
]Search in Google Scholar
[
Bonett, D.G., & Wright, T.A. (2014). Cronbach’s Alpha Reliability: Interval Estimation, Hypothesis Testing, and Sample Size Planning. Journal of Organizational Behavior. Retrieved from https://doi.org/10.1002/job.1960.10.1002/job.1960
]Search in Google Scholar
[
Bowersox, D.J., Closs, D.J., & Cooper, M.B. (2002). Supply Chain Logistics Management. McGraw-Hill Companies, Inc., USA, New York.
]Search in Google Scholar
[
Carmines, E.G., & McIver, J.P. (1981). Analyzing models with unobserved variables. In Bohrnstedt, G.W. & Borgatta, E.F. [Eds.] Social measurement: Current issues, Sage, Beverly Hills, USA.
]Search in Google Scholar
[
Capri, A. (2020). Micro and Small Businesses in Indonesia’s Digital Economy, Asia Pacific Foundation of Canada. https://apfcanada-msme.ca/research/micro-and-small-businesses-indonesias-digital-economy retrieved 1 Mar 2021.
]Search in Google Scholar
[
Chang, L., Ouzrout, Y., Nongaillard, A., Bouras, A., & Jiliu, Z. (2013). Multi-Criteria Decision Making Based on Trust and Reputation in Supply Chain. International Journal Production Economics. Retrieved from http://dx.doi.org/10.1016/j.ijpe.2013.04.014i.10.1016/j.ijpe.2013.04.014
]Search in Google Scholar
[
Chitty, B., Ward, S., & Chua, C. (2007). An Application of the ECSI Model as a Predictor of Satisfaction and Loyalty for Backpacker Hostels. Marketing Intelligence & Planning, 25(6), 563-580.10.1108/02634500710819941
]Search in Google Scholar
[
Chin, K.S., Tummala, V.M.R., Leung, J.P.F., & Tang, X. (2004). A Study on Supply Chain Management Practices – The Hong Kong Manufacturing Perspective. International Journal of Physical Distribution & Logistics Management, 34(6), 505-524.10.1108/09600030410558586
]Search in Google Scholar
[
Chión, S.J., & Charles, V. (2019). The Impact of Organizational Culture, Organizational Structure and Technological Infrastructure on Process Improvement through Knowledge Sharing. Business Process Management Journal, Retrieved from https://doi.org/10.1108/BPMJ-10-2018-0279.10.1108/BPMJ-10-2018-0279
]Search in Google Scholar
[
Chopra, S., & Meindl, P. (2016). Supply Chain Management Strategy, Planning and Operation (6th Ed.). Pearson, USA.
]Search in Google Scholar
[
Dubey, R., et al. (2016). Explaining the Impact of Reconfigurable Manufacturing Systems on Environmental Performance: The Role of Top Management and Organizational Culture. Journal of Cleaner Production. Retrieved from https://doi.org/10.1016/j.jclepro.2016.09.035.10.1016/j.jclepro.2016.09.035
]Search in Google Scholar
[
Dudek, I.M. (2015). In Search for Customer Loyalty Model of Tourist Services. Service Management, 16(2), 85-95.10.18276/smt.2015.16-09
]Search in Google Scholar
[
Ellinger, A., Shin, H., Northington, W.M., & Adams, F.G. (2012). The Influence of Supply Chain Management Competency on Customer Satisfaction and Shareholder Value. Supply Chain Management: An International Journal, 17(3), 249-262.10.1108/13598541211227090
]Search in Google Scholar
[
Fatma, M., Rahman, Z., & Khan, I. (2015). Building Company Reputation and Brand Equity through CSR: The Mediating Role of Trust. International Journal of Bank Marketing, 33(6), 840-856.10.1108/IJBM-11-2014-0166
]Search in Google Scholar
[
Feldman, E.R. (2020). Corporate Strategy: Past, Present, and Future. Strategic Management Review, 1, 179-206.10.1561/111.00000002
]Search in Google Scholar
[
Fornell, C. (1992). A National Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.10.1177/002224299205600103
]Search in Google Scholar
[
Gaudenzi, B., Confente, I., & Russo, I. (2020). Logistic Service Quality and Customer Satisfaction in B2B Relationships: A Qualitative Comparative Analysis Approach. The TQM Journal. Retrieved from https://doi.org/10.1108/TQM-04-2020-0088.10.1108/TQM-04-2020-0088
]Search in Google Scholar
[
Griethuijsen, R. A. L. F., Eijck, M. W., Haste, H., Brok, P. J., Skinner, N. C., Mansour, N., et al. (2014). Global patterns in students’ views of science and interest in science. Research in Science Education, 45(4), 581–603.10.1007/s11165-014-9438-6
]Search in Google Scholar
[
Grönroos, C. (2000). Service Management and Marketing: A Customer Relationship Management (4th Ed.). Wiley.
]Search in Google Scholar
[
Gul, R. (2014), The Relationship Between Reputation, Customer Satisfaction, Trust, and Loyalty. Journal of Public Administration and Governance, 4(3), 368-387.10.5296/jpag.v4i3.6678
]Search in Google Scholar
[
Handoko, B.L., Aryanto, R., & So, I.G. (2015). The Impact of Enterprise Resources System and Supply Chain Practices on Competitive Advantage and Firm Performance: Case of Indonesian Companies. Procedia Computer Science, 72, 122-128.10.1016/j.procs.2015.12.112
]Search in Google Scholar
[
Haque, M., & Islam, R. (2013). Effects of Supply Chain Management Practices on Customer Satisfaction: Evidence from Pharmaceutical Industry of Bangladesh. Global Business and Management Research: An International Journal, 5(2 & 3), 120-136.
]Search in Google Scholar
[
Hu, J., & Haddud, A. (2017). Exploring the Impact of Globalization and Technology on Supply Chain Management: A Case of International E-Commerce Business. International Journal of Operations Research and Information Systems, 8(Issue 4), 1-22.10.4018/IJORIS.2017100101
]Search in Google Scholar
[
Huang, J., Zhou, C., & Han, W. (2013). Assessing Competitive Advantage Based on Customer Satisfaction and Customer Value. 10th International Conference on Service System and Service Management. Retrieved from https://doi.org/10.1109/ICSSSM.2013.6602629.10.1109/ICSSSM.2013.6602629
]Search in Google Scholar
[
Hulin, C., Netemeyer, R., & Cudeck, R. (2001). Can a Reliability Coefficient Be Too High?. Journal of Consumer Psychology, 10(1/2), 55-58.10.1207/S15327663JCP1001&2_05
]Search in Google Scholar
[
Ilieska, K. (2013). Customer Satisfaction Index – as a Base for Strategic Marketing Management. TEM Journal, 2(4), 327-331.
]Search in Google Scholar
[
Islam, T., et al. (2021). The Impact of Corporate Social Responsibility on Customer Loyalty: The Mediating Role of Corporate Reputation, Customer Satisfaction, and Trust. Sustainable Production and Consumption, 25, 123-135.10.1016/j.spc.2020.07.019
]Search in Google Scholar
[
Izquierdo, I., Olea, J., & Abad, F.J. (2014). Exploratory Factor Analysis in Validation Studies: Uses and Recommendation. Psicothema, 26(3), 395-400.
]Search in Google Scholar
[
Jahanshahi, A.A., Nawaser, K., & Brem, A. (2018). Corporate entrepreneurship strategy: an analysis of top management teams in SMEs. Baltic Journal of Management. Retrieved from https://doi.org/10.1108/BJM-12-2017-0397.10.1108/BJM-12-2017-0397
]Search in Google Scholar
[
Jamal, A., & Naser, K. (2002). Customer Satisfaction and Retail Banking: An Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking. International Journal of Bank Marketing, 20(4), 146-160.10.1108/02652320210432936
]Search in Google Scholar
[
Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervic, L., & Cha, J. (2001). The Evolution and Future of National Customer Satisfaction Index Model. Journal of Economic Psychology, 22, 217-245.10.1016/S0167-4870(01)00030-7
]Search in Google Scholar
[
Karthikeyan, G., Manoor, U., & Supe, S.S. (2015). Translation and Validation of the Questionnaire on Current Status of Physiotherapy Practice in the Cancer Rehabilitation. Journal of Cancer Research and Therapeutics, 11(Issue 1), 29-36.10.4103/0973-1482.146117
]Search in Google Scholar
[
Kaufman, J.D., & Dunlap, W.P. (2000). Determining the Number of Factors to Retain: A Window-based FORTRAN-IMSL Program for Parallel Analysis. Behavior Research Methods, Instruments & Computers, 32(3), 389-395.10.3758/BF03200806
]Search in Google Scholar
[
Kaya, E., & Azaltun, M. (2012). Role of Information Systems in Supply Chain Management and Its Application on Five-Star Hotels in Istanbul. Journal of Hospitality and Tourism Technology, 3(2), 138-146.10.1108/17579881211248808
]Search in Google Scholar
[
Khan, M.A., & Baseer, M. (2016). Globalization of Logistics and Supply Chain Management. Proceeding International Conference on Industrial Engineering and Operations Management, 2710-2717.
]Search in Google Scholar
[
Kim, I., Kim, J., & Kang, J. (2020). Company Reputation, Implied Cost of Capital and Tax Avoidance: Evidence from Korea. Sustainability, 12, 1-16.10.3390/su12239997
]Search in Google Scholar
[
Kochan, C.G., Nowicki, D.R., Sauser, B., & Randall, W.S. (2017). Impact of Cloud-Based Information Sharing on Hospital Supply Chain Performance: A System Dynamics Framework. International Journal of Production Economics. Retrieved from https://doi.org/10.1016/j.ijpe.2017.10.008.10.1016/j.ijpe.2017.10.008
]Search in Google Scholar
[
Kojima, M., Nakashima, K., & Ohno, K. (2008). Performance Evaluation of SCM in JIT Environment. International Journal Production Economics, 115, 439-443.10.1016/j.ijpe.2007.11.017
]Search in Google Scholar
[
Koval, O., Nabareseh, S., Chromjakova, F., & Marciniak, R. (2018). Can Continuous Improvement Lead to Satisfied Customers? Evidence from the Service Industry. The TQM Journal, Retrieved from https://doi.org/10.1108/TQM-02-2018-0021.10.1108/TQM-02-2018-0021
]Search in Google Scholar
[
Kumar, R., Shankar, R., & Singh, R.K. (2016). Study on Collaboration and Information Sharing Practices for SCM in Indian SMEs. International Journal Business Information System, 22(4), 455-475.10.1504/IJBIS.2016.077838
]Search in Google Scholar
[
Le, D.N., Nguyen, H.T., & Truong, P.H. (2019). Port Logistics Service Quality and Customer Satisfaction: Empirical Evidence from Vietnam. The Asian Journal of Shipping and Logistics. Retrieved from https://doi.org/10.1016/j.ajsl.2019.10.003.10.1016/j.ajsl.2019.10.003
]Search in Google Scholar
[
Lee, S., Han, H., Radic, A., & Tariq, B. (2020). Corporate Social Responsibility (CSR) as a Customer Satisfaction and Retention in the Chain Restaurant Sector. Journal of Hospitality and Tourism Management, 45, 348-358.10.1016/j.jhtm.2020.09.002
]Search in Google Scholar
[
Li, F., Lu, H., Hou, M., Cui, K., & Darbandi, M. (2021). Customer Satisfaction with Bank Services: The Role of Cloud Services, Security, E-Learning and Service Quality. Technology in Society, 64, 1-11.10.1016/j.techsoc.2020.101487
]Search in Google Scholar
[
Li, S., Nathan, B.R., Nathan, T.S.R., & Rao, S.S. (2006). The Impact of SCM Practices on Competitive Advantage and Organizational Performance. Omega, 34, 107-124.10.1016/j.omega.2004.08.002
]Search in Google Scholar
[
Maggon, M., & Chaudhry, H. (2018). Exploring Relationships Between Customer Satisfaction and Customer Attitude from Customer Relationship Management Viewpoint: An Empirical Study of Leisure Travellers. FIIB Business Review, 7(1), 1-9.10.1177/2319714518766118
]Search in Google Scholar
[
Nachtigall, C., Kroehne, U., Funke, F., & Steyer, R. (2003). Why Should we Use SEM? Pros and Cons of Structural Equation Modeling. Methods of Psychological Research Online, 8(2), 1-22.
]Search in Google Scholar
[
Naoui, F. (2014). Customer Service in Supply Chain Management: A Case Study. Journal of Enterprise Information Management, 27(6), 786-801.10.1108/JEIM-04-2013-0015
]Search in Google Scholar
[
Nayak, M.S.D.P., & Narayan, K.A. (2019). Strengths and Weakness of Online Surveys. IOSR Journal of Humanities and Social Science, 24(Issue 5 Ser. 5), 31-38.
]Search in Google Scholar
[
Ngari, N.K., & Bichanga, J. (2017). Effect of Competitive Strategies on Customer Satisfaction Among Commercial Banks in Kenya. The Strategic Journal of Business & Change Management, 4(Issue 2 No. 32), 541-569.10.61426/sjbcm.v4i2.450
]Search in Google Scholar
[
Noori, H. (2004). Collaborative Continuous Improvement Programs in Supply Chain. Problems and Perspectives in Management, 2, 228-245.
]Search in Google Scholar
[
Nunkoo, R., Teeroovengadum, V., Ringle, C.M., & Sunnassee, V. (2019). Service Quality and Customer Satisfaction: The Moderating Effects of Hotel Star Rating. International Journal of Hospitality Management. Retrieved from https://doi.org/10.1016/j.ijhm.2019.10241410.1016/j.ijhm.2019.102414
]Search in Google Scholar
[
Olsen, L.L., & Johnson, M.D. (2003). Service Equity, Satisfaction, and Loyalty: From Transaction-Specific to Cumulative Evaluations. Journal of Service Research, 5(3), 184-195.10.1177/1094670502238914
]Search in Google Scholar
[
Ou, C.S., Liu, F.C., Hung, Y.C., & Yen, D.C. (2010). A Structural Model of Supply Chain Management on Firm Performance. International Journal of Operations & Production Management, 30(5), 526-545.10.1108/01443571011039614
]Search in Google Scholar
[
Pandey, V.C., Garg, S.K., & Shankar, R. (2010). Impact of Information Sharing on Competitive Strength of Indian Manufacturing Enterprises – An Empirical Study. Business Process Management Journal, 16(2), 226-243.10.1108/14637151011035570
]Search in Google Scholar
[
Pantouvakis, A., & Bouranta, N. (2013). The Link Between Organizational Learning Culture and Customer Satisfaction – Confirming Relationship and Exploring Moderating Effect. The Learning Organization, 20(1), 48-64.10.1108/09696471311288528
]Search in Google Scholar
[
Pettinger, R. (1996). Introduction to Corporate Strategy. Macmillan Press LTD, Hampshire, London. Qasim, S., Sarkawi, M.N., & Siam, M.R.A. (2017). The Effect of CSR on Brand Loyalty: The10.1007/978-1-349-24671-7
]Search in Google Scholar
[
Moderating Role of Corporate and Mediates the Brand Image. Asian Journal of Empirical Research, 7(Issue 10), 251-259.
]Search in Google Scholar
[
Reis, D., & Peña, L. (2000). Linking Customer Satisfaction, Quality, and Strategic Planning. Revista de Administração de Empresas, 40(1), 42-46.10.1590/S0034-75902000000100005
]Search in Google Scholar
[
Saeed, M.A., & Kersten, W. (2019). Drivers of Sustainable Supply Chain Management: Identification and Classification. Sustainability, 11, 1-23.10.3390/su11041137
]Search in Google Scholar
[
Saeidi, S.P., Sofian, S., Saeidi, P., Saeidi, S.P., & Saaeidi. S.A. (2015). How Does Corporate Social Responsibility Contribute to Firm Financial Performance? The Mediating Role of Competitive Advantage, Reputation, and Customer Satisfaction. Journal of Business Research, 68, 341-350.10.1016/j.jbusres.2014.06.024
]Search in Google Scholar
[
Saunders, M., Lewis, P., & Thornhill, A. (2009). Research Methods for Business Students (5th Ed.). Pearson Education Limited, England.
]Search in Google Scholar
[
Shadfar, S., & Malekmohammadi, I. (2013). Application of Structural Equation Modeling (SEM) in Restructuring State Intervention Strategies Toward Paddy Production Development. International Journal of Academic Research in Business and Social Science, 3(12), 576-618.10.6007/IJARBSS/v3-i12/472
]Search in Google Scholar
[
Seppänen, M., & Mäkinen, S. (2007). Towards a Classification of Resources for the Business Model Concept. International Journal of Management Concepts and Philosophy, 2(4), 389-404.10.1504/IJMCP.2007.015133
]Search in Google Scholar
[
Shahzad, F., Xiu, G., & Shahbaz, M. (2017). Organizational Culture and Innovation Performance in Pakistan’s Software Industry. Technology in Society, 51, 66-73.10.1016/j.techsoc.2017.08.002
]Search in Google Scholar
[
Sheikh, Z., Yezheng, L., Islam, T., Hameed, Z., & Khan, I. U. (2018). Impact of Social Commerce Constructs and Social Support on Social Commerce Intentions. Information Technology & People. Retrieved from https://doi.org/10.1108/ITP-04-2018-0195.10.1108/ITP-04-2018-0195
]Search in Google Scholar
[
Sillanpää, I., Malek, N.A.A., & Takala, J. (2013). Critical Attributes on Supply Chain Strategy Implementation: Case Study in Europe and Asia. Management and Production Engineering Review, 4(4), 66-75.10.2478/mper-2013-0040
]Search in Google Scholar
[
Sohn, S.Y., & Lim, M. (2008). The Effect of Forecasting and Information Sharing in SCM for Multi-Generation Products. European Journal of Operational Research, 186, 276-287.10.1016/j.ejor.2007.01.034
]Search in Google Scholar
[
Sperber, A.D. (2004). Translation and Validation of Study Instruments for Cross-Cultural Research. Gastroenterology, 126, 124–128.10.1053/j.gastro.2003.10.016
]Search in Google Scholar
[
Tanaka, J.S., & Huba, G.J. (1985). A Fit Index for Covariance Structure Model Under Arbitrary GLS Estimation. British Journal of Mathematical and Statistical Psychology, 38, 197-201.10.1111/j.2044-8317.1985.tb00834.x
]Search in Google Scholar
[
Tsang, S., Royse, C.F., & Terkawi, A.S. (2017). Guidelines for Developing, Translating, and Validating a Questionnaire in Perioperative and Pain Medicine. Saudi Journal of Anesthesia, 11, S80-9. Retrieved from https://doi.org/10.4103/sja.SJA_203_17.10.4103/sja.SJA_203_17
]Search in Google Scholar
[
Tseng, L.M. (2018). How Customer Orientation Leads to Customer Satisfaction – Mediating Mechanism of Service Workers’ Etiquette and Creativity. International Journal of Bank Marketing. Retrieved from https://doi.org/10.1108/IJBM-10-2017-0222.10.1108/IJBM-10-2017-0222
]Search in Google Scholar
[
Urbaniak, M. (2015). The Role of the Continuous Improvement Tools of Process in Building Relationships in Supply Chain. Scientific Journal of Logistics, 11(1), 41-50.
]Search in Google Scholar
[
Ursachi, G., Horodnic, I.A., & Zait, A. (2015). How Reliable are Measurement Scales? External Factors with Indirect Influence on Reliable Estimators. Procedia Economics and Finance, 20, 679-686. Retrieved from https://doi.org/10.1016/S2212-5671(15)00123-9.10.1016/S2212-5671(15)00123-9
]Search in Google Scholar
[
Uzir, M.U.H., Jerin, I., Halbusi, H.A., Hamid, A.B.A., & Latiff, A.S.A. (2020). Does Quality Stimulate Customer Satisfaction Where Perceived Value Mediates and the Usage of Social Media Moderates?. Heliyon, 6(Issue 12). Retrieved from https://doi.org/10.1016/j.heliyon.2020.e05710.10.1016/j.heliyon.2020.e05710
]Search in Google Scholar
[
Vargas, J.R.C., Mantilla, C.E.M., & Jabbour, A.B.L.S. (2018). Enablers of Sustainable Supply Chain Management and Its Effect on Competitive Advantage in the Colombian Context. Resources, Conservation & Recycling, 139, 237-250.10.1016/j.resconrec.2018.08.018
]Search in Google Scholar
[
Vencataya, L., Seebaluck, A.K., & Doorga, D. (2015). Assessing the Impact of Supply Chain Management on Competitive Advantage and Operational Performance: A Case of Four-Star Hotels of Mauritius. International Review of Management and Marketing, 6 Special Issue S4, 61-69.
]Search in Google Scholar
[
Vidrova, Z. (2020). Supply Chain Management in the Aspect of Globalization. 74th SHS Web of Conferences. Retrieved from https://doi.org/10.1051/shsconf/20207404031.10.1051/shsconf/20207404031
]Search in Google Scholar
[
Welter, F. (2002). Small and Medium Sized Enterprises in Hungary. Pfirrmann, O. and Walter, G.H. (Ed.), Small Firms and Entrepreneurship in Central and Eastern Europe: A Socio-Economic Perspective, Physica, Heidelberg, Germany, 139-155.10.1007/978-3-642-57460-3_7
]Search in Google Scholar
[
Wu, A., Chow, C.W., McKinnon, J.L., & Harrison, G.L. (2001). Organizational Culture: Association with Commitment, Job Satisfaction, Propensity to Remain, and Information Sharing in Taiwan. Journal of International Business Studies, 11(1), 1-27.
]Search in Google Scholar
[
Xia, Y., & Yang, Y. (2018). RMSEA, CFI and TLI in Structural Equation Modelling with Ordered Categorical Data: The Story They Tell Depends on the Estimation Methods. Behavior Research Methods. Retrieved from https://doi.org/10.3758/s13428-018-1055-2.10.3758/s13428-018-1055-2
]Search in Google Scholar
[
Yang, C.C. (2003). Improvement Actions Based on the Customers’ Satisfaction Survey. TQM & Business Excellence, 14(8), 919-930.10.1080/1478336032000090842
]Search in Google Scholar
[
Yeung, M.C.H., & Ennew, C.T. (2001). Measuring the Impact of Customer Satisfaction on Profitability: A Sectoral Analysis. Journal of Targeting, Measurement and Analysis for Marketing, 10(2), 106-116.10.1057/palgrave.jt.5740038
]Search in Google Scholar
[
Zumbo, B.D. (2005). Structural Equation Modeling and Test Validation. Everitt, B.S.and Howell, D. (Ed.), Encyclopedia of Statistics in Behavioral Science, John Wiley & Sons, Ltd, New York, United States, 1951-1958.10.1002/0470013192.bsa654
]Search in Google Scholar
