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    [1] Baye M.R. and Jansen D.W., Money Banking & Financial

    Marketing, A.I.T.B.S, Publisher (2006).

    [2] Hoffman D.K. and Bateson J, Service Marketing III Ed. Thomson,

    South Western (2007).

    [3] Kasper, H., Helsdingen, Piet V. and Jr, Wouter de V, Services

    Marketing Management, West Sussex, England, John Willey & Sons

    Ltd (1999).

    [4] Lovelock C, Wirtz J and Chatterjee J, Service Marketing V Ed.

    Pearson Education (2006),

    [5] Misra.S.K and Puri V.K, Indian Economy, Himalaya Publishing

    House 29th edition (2011)

    [6] Nargundkar R., Services Marketing Tata McGraw Hill (2004)

    [7] Panda T.K., Marketing Management Excel Book Second Edition


    [8] Rama Mohana Rao, K., Services Marketing Pearson Education (2007).

    [9] Rampal, M.K. and Gupta .S.L. Services Marketing, Galgotia

    Publishing Company (2006)

    [10] Rao K.N. and Pahuja, Indian Banking Emerging Issues ICFAI

    University (2002).

    [11] Reddy, A. and, Kumar, A and Nirmala, Services Marketing

    Himalaya Publishing House (2005)

    [12] Shankar R. Services Marketing Excel Books (2003)

    [13] Shekhar K.C. and Shekhar L., Banking Theory & Practices Vikas

    Publishing (2004).

  • 288

    [14] Venugopal, V, Raghu V. N, Services Marketing Himalaya

    Publishing (2006)

    [15] Verma H, Services Marketing Pearson Education (2008)

    [16] Zeithmal V, Bitner J M, Gremier D and Pandit A, Service marketing:

    Integrating Customer Focus across the Firm IV Ed. Tata McGraw-

    Hill, New Delhi (2008).


    [1] Alessandro Arbore and BrunoBusacca, Customer satisfaction and

    dissatisfaction in retail banking: Exploring the a symmetric impact of

    attribute performances, Journal of Retailing and Consumer Services 16

    (2009) 271280

    [2] Aparna Mishra and Kamini Tandon, A Customer Centric Approach

    towards Retail Banking Services: A Glimpse, ZENITH International

    Journal of Multidisciplinary Research ,Vol.1 Issue 4 (August 2011)

    [3] Achim, Machauer and Sebastian, Morgner Segmentation of bank

    customers by expected benefits and attitudes, The International

    Journal of Bank Marketing, 19:1, (2001) pp. 6-15.

    [4] Ahmed I., Nawaz M., Usman A., Shaukat M., Ahmad N. and Iqbal

    H., Impact of Service Quality on Customers' Satisfaction: Empirical

    evidence from telecom sector of Pakistan, Interdisciplinary Journal of

    Contemporary Research in Business, 1(12), (2010) pp. 98-113.

    [5] Al-hawari, M. The Influence of Traditional Service Quality Factors on

    Customer Satisfaction: A Practical Study within the Context of Australian

    Banking, The Business Review, Cambridge, 11(2), (2008) pp. 114-119.

    [6] Amin, M. and Isa, Z. An examination of the relationship between

    service quality perception and customer satisfaction: A SEM approach

    towardsMalaysian Islamic banking International Journal of Islamic and

    Middle Eastern Finance and Management, 1(3), (2008) pp. 191-209 .

  • 289

    [7] Angur, M. G., Nataraajan, R and Jahera, J. S. Service Quality in the

    banking industry: an assessment in a developing economy,

    International Journal of Bank Marketing, 17(3), (1999) pp.116-123.

    [8] Arasli, H., Smadi, S.M. and Katircioglu, S.T. Customer Service

    Quality in the Greek Cypriot banking industry, Managing Service

    Quality, 15(1), (2005) pp.41-56.

    [9] Avkiran, K, N. Developing an instrument to measure customer

    service quality in branch banking The International Journal of Bank

    Marketing 12(6), (1994) pp.10-19.

    [10] Asubonteng, P., McCleary, K.J. and Swan, J.E. Service Quality

    revisited: a critical review of service Quality, Journal of Services

    Marketing, 10(6) (1996):62-81.

    [11] Barbara Culiberg, Ica Rojsek, Identifying Service Quality

    Dimensions as antecedents to Customer Satisfaction in Retail

    Banking, Economic and Business Review, Vol.12,No.3,2010,pp.151166

    [12] Babakus, E. and Boller, G. An Empirical Assessment of the Service

    Quality Scale, Journal of Business Research, 24 (3), (1992) p. 253.

    [13] Bahia, K. and Nantel, J. A reliable and valid measurement scale for

    the perceived service quality of banks, The International Journal of

    Bank Marketing, 18(2), (2000) p. 84.

    [14] Bedi, M. An integrated framework for service quality, customer

    satisfaction and behavioral responses in Indian Banking industry: a

    comparison of public and private sector banks, Journal of Services

    Research, 10 (1), (2010) pp 157- 172.

    [15] Boyd, William, L., Leonard, Lyros and White, Charles Customer

    preferences for financial services, The International Journal of Bank

    Marketing, 12, (1994) pp.9-15

    [16] Bloemer, J., Ruyter, K and Peeters, P. investigating drivers of bank

    loyalty: the complex relationship between image, service quality and

  • 290

    satisfaction, International Journal of Bank Marketing, (1998) Vol. 16 No.

    7, pp. 276-86

    [17] Berry, L.L., Shankar, V., Parish, J.T., Cadwallader, S. and Dotzel, T.

    Creating new markets through service innovation, Sloan

    Management Review. 47(2): (2006)56-63.

    [18] Cronin, J.J. Jr and Taylor, S.A., Measuring service quality: a re-

    examination and extension, Journal of Marketing, 56: (1992)55-68.

    [19] Dale Littlera and Demetris Melanthiouba, Consumer perceptions of

    risk and uncertainty and the implications for behaviour towards

    innovative retail services: The case of Internet Banking, Journal of

    Retailing and Consumer Services, 13 (2006) 431443.

    [20] Davide Consoli,The dynamics of technological change in UK retail

    banking services: An evolutionary perspective Research Policy, 34

    (2005) 461480

    [21] Edvardsson Bo, Anders Gustafsson and Inger Roos Services portrait

    in service research: a critical review, International Journal of Service

    Industry Management, 16(1): (2005)107-121.

    [22] Gamvroulas S., Polemi D. and M. Anagnostou. A secure brokerage

    network for retail banking services Future Generation Computer

    Systems, 16 (2000) 423430.

    [23] Hsiang-Fei Luoha and Sheng-Hshiung Tsaur, Customers

    perceptions of service quality: Do servers age stereotypes matter?

    International Journal of Hospitality Management, 30 (2011) 283289

    [24] Jose A. Martnez and Laura Martnez, Some insightson

    conceptualizing and measuring service quality, Journal of Retailing

    and Consumer Services, 17 (2010) 2942.

    [25] Jafirullah Khan Jebran and Md. Afzal Hossain, Consumers

    Perception on General Banking Activities of Commercial Banks: A

    Study in the Banking Context of Bangladesh, European Journal of

    Business and Management, Vol. 4, No.7, (2012).

  • 291

    [26] Jelena Titko1 and Natalja Lace2, Customer Satisfaction and Loyalty

    In Latvian Retail Banking, Economics and Management, (2010) 15.

    [27] Kent Erikssona and Daniel Nilsson, Determinants of the continued

    use of self-service technology: The case of Internet banking,

    Technovation, 27 (2007) 159167.

    [28] Karthikeyan G. and Mayilvaganan S, Service Gap Analysis A

    Study With Reference to Public Sector Banks, EXCEL International

    Journal of Multidisciplinary Management Studies, Vol.1 Issue 3,

    (December 2011).

    [29] Lalita A. Manrai and Ajay K. Manrai, A field study of customers

    switching behavior for bank services Journal of Retailing and

    Consumer Services, 14 (2007) 208215.

    [30] Manoranjan Dash, Prafulla Kumar Swain, Ganesh Prasad Das, Alaka

    Samantaray and Dhruti Sundar Sahoo, Consumers Perception

    about Internet Banking: The Case of Odisha, European Journal of

    Social Sciences , Volume 30, Number 1 (2012)

    [31] Mark Durkina, Deirdre Jenningsb, Gwyneth Mulhollandc and

    Stephen Worthington, Key influencers and inhibitors on adoption of

    the Internet for banking, Journal of Retailing and Consumer Services, 15

    (2008) 348357.

    [32] Mishra U.S, Sahoo, K. K, Mishra S. and Patra S.K., ServiceQuality

    Assessment in Banking Industry of India: A Comparative Study

    between Public and Private Sectors, European Journal of Social

    Sciences, Volume 16, Number4 (2010) pp 653.

    [33] Naji D. Mualla, Measuring Quality of Bank Services in Jordan: Gap

    analysis, International Journal of Business and Social Science, Vol. 2 No.

    1; January 2011

    [34] Peter K.C. Lee N, T.C. Edwin Cheng, Andy C.L.Yeung and Kee-hung Lai,

    An Empirical Study of Transformational Leadership, Team Performance

    and Service Quality in Retail Banks, Omega 39 (2011) 690701

  • 292

    [35] Parusuraman A, Zeithaml, V. A. and Berry L.L, Service Quality: A

    multiple item scale for measuring consumer perceptions of service

    quality, Journal of Retailing, 64 (1) (1988) 12-37.

    [36] ReetiAgarwal A, SanjayRastogi B. and AnkitMehrotra R. Agarwal.

    Customersperspectives regarding e-banking in an emerging

    economy, Journal of Retailing and Consumer Services, 16 (2009) 340351.

    [37] Riadh Ladhari, Developing e-service quality scales: A literature

    review, Journal of Retailing and Consumer Services, 17 (2010) 464477.

    [38] Ragavan N. and Mageh R., A Study on Service Quality Perspectives

    and Customer Satisfaction in New Private Sector Banks, Journal of

    Business and Management, Volume 7, Issue 2 (Jan. - Feb. 2013).

    [39] Sheetal B. Sachdev and Harsh V


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