McDonald, D. A., & Pape, J. (2002). Cost recovery and the crisis of service delivery in
South Africa. London: Zed Books.
Mwita, J. (2000). Performance management model: A systems based approach to public service
quality. The International Journal of Public Sector Management, 13, 19–35.
Palmer, A., & O’Neil, M. (2004). Importance-performance analysis; a useful tool for directing
continuous quality improvement in higher education. Quality Assurance in Education, 12(1),
39–52.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). Conceptual model of service quality and
its implication for future research (SERVQAL). Journal of Marketing 49:41–50.
Proag, V. (2010). Sustainable development by design. The Journal of the Institution of Engineers
Mauritius [online]. Available from: http://www.iemauritius.com/upload/files/sustainable_devel
opment_by_design.pdf. Accessed 30 Jan 2016.
Roosevelt, T. Read more at: https://www.brainyquote.com/quotes/unknown_133991
Ruskin, J. Read more at: https://www.brainyquote.com/authors/john_ruskin
Ruskin, J. Read more at: https://www.brainyquote.com/quotes/john_ruskin_395451
Thapisa, A. P. N., & Gamini, V. (1996). Perceptions of quality of Botswana library: What nova
says. Library Management, 20(7), 373–383.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service, balancing customer
perceptions and expectations. London: Macmillan.
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619
South Africa. London: Zed Books.
Mwita, J. (2000). Performance management model: A systems based approach to public service
quality. The International Journal of Public Sector Management, 13, 19–35.
Palmer, A., & O’Neil, M. (2004). Importance-performance analysis; a useful tool for directing
continuous quality improvement in higher education. Quality Assurance in Education, 12(1),
39–52.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). Conceptual model of service quality and
its implication for future research (SERVQAL). Journal of Marketing 49:41–50.
Proag, V. (2010). Sustainable development by design. The Journal of the Institution of Engineers
Mauritius [online]. Available from: http://www.iemauritius.com/upload/files/sustainable_devel
opment_by_design.pdf. Accessed 30 Jan 2016.
Roosevelt, T. Read more at: https://www.brainyquote.com/quotes/unknown_133991
Ruskin, J. Read more at: https://www.brainyquote.com/authors/john_ruskin
Ruskin, J. Read more at: https://www.brainyquote.com/quotes/john_ruskin_395451
Thapisa, A. P. N., & Gamini, V. (1996). Perceptions of quality of Botswana library: What nova
says. Library Management, 20(7), 373–383.
Zeithaml, V., Parasuraman, A., & Berry, L. (1990). Delivering quality service, balancing customer
perceptions and expectations. London: Macmillan.
References
619