1. Dawna L. Rhoades and Blaise Waguespack (2005) “Strategic imperatives and the pursuit of quality in the US airline industry” Managing Service Quality Vol. 15 No. 4, pp. 344-356
2. Fareena Sultan and Merlin C. Simpson (2000) “International service variants: airline passenger expectations and perceptions of service quality” Journal of Services Marketing, VOL. 14 NO. 3 2000, pp. 188-216
3. Girish Prayag(2007) “Assessing international tourists’ perceptions of service quality at Air Mauritius” International Journal of Quality & Reliability Management Vol. 24 No. 5, pp. 492-514
4. Grönroos, C. (1983). Strategic management and marketing in the service sector. Helsingfors: Swedish School of Economics and Business Administration
5. Grönroos, C. (1984). A Service Quality Model and its Marketing Implications. European Journal of Marketing, 18(4):36-44
6. Johan W. Jager and Zainurin Bin Dahari(2012) “Selected Pre-Flight Expectations in the Air Transportation Industry-A Comparison between South Africa and Malaysia” World Applied Science Journal, pp. 1123-1132.
7. Kothari, C.R. (2007), "Research Methodology Methods and Techniques", New Age
International Publishers Ltd., New Delhi.
8. Parasuraman, A. (1985), ``A conceptual model of service quality and its implications for future research'', Journal of Marketing, Vol. 49, pp. 41-50.
9. Parasuraman A, Zeithmal V, Berry L (1985) A conceptual model of service and its marketing implication for future research. J Mark 49(4):41–50
10. Zeithaml, V. A., Parasuraman, A., & Berry, L.L. (1990). Delivering quality service: Balancing customer perceptions and expectations, New York, NY: The Free Press.
11. Michael Tsantoulis, Adrian Palmer, (2008) "Quality convergence in airline co-brand alliances", Managing Service Quality: An International Journal, Vol. 18 Issue:1, pp.34-64.
12. Krishnamurthi Raveesh(2011) “Consumers’ Perception regarding Service Quality in Aviation Sector in Agartala” Vol. 2, No. 5, pp. 216-222
13. Sharma Swati(2014) “A Study on Customer Perception towards Service Quality and Delivery with Reference to E-Banking” Vol. 3, No. 4, pp. 27-35