Endry Nixon A and Haslinda Abdullah, “Knowledge among Military Commanders in Motivating Non-Commissioned Officers in the Infantry,” Proceedings of the 16th International Business Information Management Association (IBIMA), ISBN: 978-0-9821489-5-2, 29-30 June 2011, Kuala Lumpur, Malaysia, p 439-457.
Tan Pei Kian and Mohamad Nasir Saludin, “Measuring Service Quality through Customer Satisfaction and Complaint Management: A Case Study at the Private University Library,” Proceedings of the 12th International Business Information Management Association (IBIMA), ISBN: 978-0-9821489-1-4, 29-30 June 2009, Kuala Lumpur, Malaysia, p 146-155.
Affiaine Ahmad and Zalina Sungip, “An Assessment on Service Quality in Malaysia Insurance Industry,” Proceedings of the 10th International Business Information Management Association (IBIMA), ISBN: 978-0-9753393-9-8, 30 June – 2 July 2008, Kuala Lumpur, Malaysia, p 1391-1404.