صورة الجامعة وتأثيرها في ولاء الزبائن - دراسة تحليلية

اولاً: المراجع العربية :

الكتب :

- عبد الفتاح ، عز حسن ، 2008 ، مقدمة في الاحصاء الوصفي والاستدلالي باستخدام spss ، دار الخوارزمي للطباعة والنشر .

- العزاوي ، محمد عبد الوهاب محمد ، 2012 ، التسويق والمكانة الذهنية : منظور استراتيجي ، الطبعة الاولى ، دار الحامد للنشر والتوزيع ، عمان ، الاردن .

المجلات العلمية والدوريات :

- سعود ، محمد ياسين ، 2016 ، الصورة الذهنية للكليات الأهلية العراقية لدى طلبة الجامعات ، مجلة الجامعة العراقية ، المجلد 2 ، العدد 35 .

- عذيب ، عامر فدعوس وسعيد ، هدى قاسم ،2017 ، بناء الثقافة التسويقية وانعكاسها على الصورة الذهنية ، مجلة العلوم الاقتصادية والادارية ، العدد 100 ، المجلد 23 ، ص 261-283 .

شبكة المعلومات (الانترنت):

- كردي ، احمد السيد طه ، 2011 ، ادارة الصورة الذهنية للمنظمات في اطار واقع المسؤولية الاجتماعية ، دراسة ميدانية على عينة من شركات الأدوية المصرية ، قسم ادارة الاعمال ، كلية التجارة ، جامعة بنها على الرابط التالي :

https://kenanaonline.com/files/0033/33497

ثانياً : المراجع الاجنبية :

Books :

- Kotler , Philip, 2003, Marketing Insights from A to z 80 Concepts Every Manager Needs to Know, New Jersey.

- Saxena , rajan , 2017 , Marketing Management , fifth edition , McGraw Hill Education ( India ) Private Limited , New Delhi .

Thesis :

- Conte, Joska Le, 2014 , Measuring and managing customer loyalty in physical activity and sports centres (PSCs): The drivers of service quality, Master's thesis , Open Universiteit of the Nederland.

- Donnelly , Martina, 2009 , Building Customer Loyalty: A Customer Experience Based Approach in a Tourism Context , A thesis submitted in fulfilment of the requirement for a Masters degree in Business Studies by Research , Submitted to Waterford Institute of Technology, June 2009.

- Hooi , Khoo Khay , 2012 , Customer Loyalty, Satisfaction And Marketing Mix: Empirical Evidence From Infant Formula Industry , Research report in partial fulfillment of the requirements for the degree of Master of Business Administration , Universiti Sains Malaysia.

- Kuusik , Andres, 2007 , "Affecting customer loyalty: Do different factors have various influences in different loyalty levels?" , University of Tartu , Faculty of Economics and Business Administration.

- Nkempu , Zencha Lily , 2010 , Communication In Image Building In The Experience Industry Case Study: Star Bowling Planet Ab , Master of Communication Thesis , University of Gothenburg , Department of Applied Information Technology , Gothenburg , Sweden .

- Purolinna , Pirjo , 2016 , University image and its effect on applying intentions Case: Aalto University School of Business , Master's thesis , Department of Marketing , Aalto University , School of Business .

- Ranabhat , Durga, 2018 , Customer Loyalty In Business , views of students of centria university of applied sciences , thesis centria university of applied sciences , business management .

Periodicals and Journals :

- Alcaide-Pulido , Purificación & Alves , Helena & Gutiérrez-Villar , Belén , 2017 , Development Of A Model To Analyze Hei Image: A Case Based On A Private And A Public University , Journal Of Marketing For Higher Education, Volume 27, 2017 , Issue 2

- Al-Maamari , Qais Ahmed & Abdulrab , Mohammed , 2017, Factors Affecting on Customer Loyalty in Service Organizations , International Journal of Energy Policy and Management , Vol. 2, No. 5 , pp. 25-31.

- Alrubaiee , Laith , 2012 , Exploring the Relationship between Ethical Sales Behavior, Relationship Quality, and Customer Loyalty , International Journal of Marketing Studies , Vol. 4, No. 1; February 2012 .

- Alves, Helena & Raposo, Ma´rio , "The influence of university image on student behavior" , International Journal of Educational Management, Vol. 24, No. 1, 2010 , pp. 73-85.

- Buttle , Francis & Burton ,Jamie , 2001 , Does service failure influence customer loyalty? , Journal of Consumer Behaviour, Vol. 1, 3,pp. 217-227 .

- Darmawan , Didit & Mardikaningsih , Rahayu & Hadi , Surjo , 2017 , The Effect of Service Quality, Customer Satisfaction and Corporate Image on Customer Loyalty in the banking sector in Indonesia , IOSR Journal of Business and Management , Volume 19 , Issue 11 , Ver. 6 ( November. 2017 ) , PP 46-51 .

- Ene , Selda & Özkaya , Betül , 2014 , A Study on Corporate Image, Customer Satisfaction and Brand Loyalty in the Context of Retail Stores , Published by Canadian Center of Science and Education , Asian Social Science , Vol. 10, No. 14 .

- Gartner, william c. , 1994 , " Image Formation Process " , journal of travel & tourism marketing 2.2-3 , p.p. 191-216.

- Grönroos , Christian , 1984 , " A Service Quality Model and its Marketing Implications " , European Journal of Marketing , Vol. 18 , Issue : 4 , pp . 36- 44 .

- Kandampully , Jay & Hu , Hsin-Hui , 2007 , Do hoteliers need to manage image to retain loyal customers?, International Journal of Contemporary Hospitality Management , Vol. 19 , No. 6 , pp. 435-443 .

- Liu , Chung-Tzer & Guo ,Yi Maggie & Lee ,Chia-Hui , 2011 , The effects of relationship quality and switching barriers on customer loyalty , International Journal of Information Management, 31 (2011) , p.p. 71–79 .

- Mackelo , Olga & Drūteikienė , Greta , 2010 , The Image of a Higher Education Institution , Its Structure and Hierarchical Level : the Case of the Vilnius University Faculty of Economics , Journal of economical , ISSN 1392 – 1258 , Vol . 89 ( 3 ) .

- Markovic , Stefan & Iglesias , Oriol & Singh , Jatinder Jit & Sierra ,Vicenta , 2018 , How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Analyzing the roles of empathy, affective commitment, and perceived quality , Journal of Business Ethics, Vol. 148, No.(4) , 721-740.

- Markwick , Nigel & Fill , Chris , 1997 , Towards a framework for managing corporate identity , European Journal of Marketing , Vol. 31 , No. 5/6 , pp. 396 - 409.

- Martenson , Rita , 2007 , Corporate brand image, satisfaction and store loyalty , International Journal of Retail & Distribution Management , Vol. 35 No. 7 , pp . 544 – 555 .

- Martenson , Rita , 2007 , Corporate brand image, satisfaction and store loyalty , International Journal of Retail & Distribution Management , Vol. 35 No. 7 , pp . 544 – 555 .

- Mosavi , Seyed Alireza & Ghaedi , Mahnoosh , 2012 , A survey on the relationship between trust, customer loyalty, commitment and repurchase intention , African Journal of Business Management Vol. 6 (36) , pp. 10089-10098, 12 September, 2012 .

- Nguyen , Ha Thu & Nguyen , Hoang & Nguyen , Nhan Duc & Phan , Anh Chi , 2018, Determinants of Customer Satisfaction and Loyalty in Vietnamese Life-Insurance Setting , journal of environmental, 10(4), 1151.

- Nguyen, Nha, & Leblanc, Gaston , 2001, Image and reputation of higher education institution in student’s retentions decisions. The International Journal of Educational Management , 15/6 , 303–311.

- Palacio , Asunción Beerli & Meneses , Gonzalo Díaz & Pérez , Pedro J. Pérez, 2002 , "The configuration of the university image and its relationship with the satisfaction of students", Journal of Educational Administration, Vol. 40, Issue: 5, pp.486-505.

- Pérez , Juana Patlán & Torres , Edgar Martínez , 2017 , Evaluation of the organizational image of a university in a higher education institution , journal of Contaduría y Administración , Volume 62 , 123–140 .

- Polat , Soner , 2011 , The Relationship between University Students’ Academic Achievement and Perceived Organizational Image , Journal of Kuram ve Uygulamada Eğitim Bilimleri , Vol 11(1) , 257-262 .

- Raj , D. Maria Antony & Raguraman, M. & Veerappan, R. , 2013 , Marketing of educational services: A new strategy for customer satisfaction , International Journal of Scientific Research and Management , volume 1 , issue 8 , pp. 435 - 440.

- Szymigin, Isabelle & Caruigan, Marylyn , 2001, Wherefore customers loyalty? , Journal of Financial Services Marketing, Vol. 6, Issue 2, pp.6-8.

- Taghipourian , Mohammad Javad & Bakhsh , Mahsa Mashayekh , 2016 , Brand Attachment on Service Loyalty in Banking Sector , International Journal of Marketing Studies; Vol. 8, No. 5 .

- Taylor, Steven A.& Celuch, Kevin & Goodwin , Stephen, 2004 , "The importance of brand equity to customer loyalty", Journal of Product & Brand Management , Volume 13 , Number 4 , pp. 217-227.

- Tuan , Nguyen Minh, 2015 , The Impact of Ethical Sales Behavior on Customer Loyalty: A Case from Vietnam, International Journal of Business and Management; Vol. 10, No. 3 .

Conference and Reports :

- Plunkett , Daniel & Budruk , Megha & Lee , Woojin , 2012 , Examining the impact of mental imagery visualization on place attachment: Destination marketing perspective , ttra International Conference Tourism Travel and Research Association: Advancing Tourism Research Globally .

Intern :

- Harvey , Helen, 2017 , Types of Consumer Loyalty , On the bizfluent website at the following link:

https://bizfluent.com/info-8208520-types-consumer-loyalty.html