Anci DT. (2006). How satisfied are our students? Quality management unit. Office for institutional effectiveness university of Johannesburg, Johannesburg, South Africa.
Asubonteng P, McCleary K. J, Swan J. E. (1996). SERVQUAL revisited: a critical review of service quality. Journal of Services Marketing; Vol. 10, No. 6. pp. 62-81.
Bayazidi, nasrin. (2009). The survey of relationship between educational service quality and academic performance of Engineering and Literature students of Kurdistan University. Dissertation, Tehran University. (In Persian).
Bazargan, Abbas (1998) ; Introduction to Assessing Quality in Higher Education in Iran; Research and Planning in Higher Education Quarterly, Vol. 6, No. 1- 2, pp. 135- 138 (in Persian).
Brenan, C. Douglas, A. (1998). Developing a process Model for standard setting in local Government Services, Managing Service Quality, vol. 8, No. 4, pp. 241 - 247
Christou, E. and Sigala, M. (2002). Conceptualizing the measurement of service quality and TQM performance for hotels: the HOSTQUAL model, Acta Touristica 14 (2): 140–169.
Conant, J. , Brown, J. and Mokwa, M. (1985). Students are Important Consumers: assessing satisfaction in a higher education context. Journal of Marketing Education, 7 (2) 13-20.
Cuthbert, P. (1996a). Managing Service Quality in HE: Is SERVQUAL the Answer? Part 1; Managing Service Quality, Vol. 6, No. 2, pp. 11-16.
Cuthbert, P. (1996b). Managing Service Quality in HE: Is SERVQUAL the Answer? Part 2; Managing service Quality, Vol. 6, No. 3, pp. 31-35.
Dotchin, J. A. and Oakland, J. S. (1994). Total quality management in services: Part 2 Service quality, International Journal ofQuality & Reliability Management, Vol. 11, No. 3, pp. 27-42.
Ekinci, Y. (2004). An investigation of the determinants of customer satisfaction, Tourism Analysis 8 (2): 193–196.
Faganel, Armand. (2010). Quality perception gap inside the higher education institution, international journal of academic research. vol. 2no. 1. pp, 213-215.
Gronroos, C. (1984) A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18, 139-150.
Harvey, L. , & Green, D. (1993). Defining quality. Assessment and Evaluation in Higher Education, 18 (1) , 9–34.
Lewis, B. R. and Mitchell, V. W. (1990). Defining and measuring the quality of customer service, Marketing Intelligence & Planning, Vol. 8, No. 6, pp. 11-17.
Mohammadi, R. , J. et al. (2005). Quantity Evaluation in Higher Education: Concepts, Principles and Criteria; Tehran: The Organization for Measuring Education (in Persian).
Norolnesa. , R. Saghai. , A. Shadaloie. , F. & Rhimy. , N. (2008). The Measuring customer satisfaction of identify opportunities to improve service researches in higher education. Research and Planning in Higher Education Quarterly, Vol. 14, No. 3, pp. 120- 97 (in Persian).
Parasuraman, A., V. A. Zeithaml & L. L. Berry. (1988). SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality; Journal of Retailing, Vol. 64, No. 1, pp. 12-40.
Parasuraman, A., Zeithaml, V., Berry, L. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67 (4), pp 420-450.
Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1985). A conceptual model of service quality and its implication, Journal ofMarketing, Vol. 49, fall, pp. 41-50.
Patterson, P., Romm, T. and Hill, C. (1998). Consumer Satisfaction as a Process: a qualitative, retrospective longitudinal study of overseas students in Australia. Journal of Professional Services Marketing, 16, 135-157.
Petruzzellis, L.; D’Uggento, M. A. and Romanazzi, S. (2006). Students’ satisfaction and quality of service in Italian universities, Managing Service Quality 16 (4): 349–364.
Sahney, S. D. K. Banwet & S. Karunes (2006). An Integrated Framework for Quality in Education: pplication of Quality Function Deployment, Interpretive Structural Modeling and Path Analysis; Total Quality Management, Vol. 17, No. 2, pp. 265-285.
Sahney, S., D. K. Banwet & S. Karunes. (2004). Conceptualizing Total Quality Management in Higher Education; The TQM Magazine, Vol. 16, No. 2, pp. 145-159.
Sallis, Edward. (1997). Total Quality Management in Education; Persian Translation by Ali Hadigi (2001), Tehran: Havaye Tazeh Press (in Persian).
Saraf A. (2005) process of Standardization services; Journal administrative reform, 8. 45. 95-115 (in Persian).
Shields, P. M. (1999). Zen and The Art of Higher Education Maintenance: Bridging Classic and romantic Notions of Quality ;Journal of Higher Education Policy and Management, Vol. 21, No. 2, pp. 165-172.
Shirazi. , M. & Baratlo. , F. (2003). Measuring service quality in Higher Education. Journal of tomorrow management. (1), 3, 4. 53-57. (in Persian).
Sigala, M. (2004a). Investigating the factors determining e-learning effectiveness in tourism and hospitality education, Journal of Hospitality and Tourism Education 16 (2): 11–21.
Sigala, M. (2004b). The ASP-Qual model: Measuring ASP service quality in Greece, Managing Service Quality 14 (1): 103–114.
Van Iwaarden, J., van der Wiele, T., Ball, L., & Millen, R. (2003). Applying SERVQUAL to web sites: An exploratory study, International Journal of Quality & Reliability Management, Vol. 20, No. 8, pp. 919-935.
Voss, Roediger. Gruber. Thorsten. & Szmigin. , Isabelle. (2007). Service quality in higher education: The role of student expectations. Journal of Business Research
, vol. 60, issue 9, pp, 949-959.
Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services, Managing Service Quality, Vol. 11, No. 6, pp. 380-388.
Wisniewski, M. and Donnelly, M. (1996). Measuring service quality in the public sector: the potential for SERVQUAL, TotalQuality Management, Vol. 7, No. 4, pp. 357-365
Wright, C. and O'Neill, M. (2002). Service Quality Evaluation in the Higher Education Sector: an empirical investigation of students' perceptions. Higher Education Research and Development, 21, 23-39.
Yar Mohammadian, M. H. (2004); Quality in Higher Education Encyclopedia; Vol. 2, Tehran: Persian Grand Encyclopedia Foundation (in Persian).
Zafi ropoulos, C.; Fragidis, G.; Kehris, E.; Dimitriadis, S. and Paschaloudis, D. (2005). Service quality assessment in higher education, the case of Technological Educational Institute (T. E. I.) of Serres, Greece, in 9th International Conference on Marketing and Development: Marketing Contributions to Prosperity and Peace, Thessaloniki, Greece, June 8–11.
Zafi ropoulos, Vasiliki Vrana. (2008). Service Quality Assessment in a Greek Higher Education institute, Journal of business economics and management. Vilnius: Technika, Vol. 9, No. 1, p. 33-45.
Zavvar Taghi, Behrangi Mohammad Reza, Asgarian Mostafa, Naderi Ezzatollah, (2008). Evaluating Service Quality in Educational Centers of University of Payam Noor in East and West. Quarterly journal of Research and Planning in Higher Education; 13 (4): 67-90. (In Persian).