bibliography - .287 bibliography books:
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 Baye M.R. and Jansen D.W., Money Banking & Financial
Marketing, A.I.T.B.S, Publisher (2006).
 Hoffman D.K. and Bateson J, Service Marketing III Ed. Thomson,
South Western (2007).
 Kasper, H., Helsdingen, Piet V. and Jr, Wouter de V, Services
Marketing Management, West Sussex, England, John Willey & Sons
 Lovelock C, Wirtz J and Chatterjee J, Service Marketing V Ed.
Pearson Education (2006),
 Misra.S.K and Puri V.K, Indian Economy, Himalaya Publishing
House 29th edition (2011)
 Nargundkar R., Services Marketing Tata McGraw Hill (2004)
 Panda T.K., Marketing Management Excel Book Second Edition
 Rama Mohana Rao, K., Services Marketing Pearson Education (2007).
 Rampal, M.K. and Gupta .S.L. Services Marketing, Galgotia
Publishing Company (2006)
 Rao K.N. and Pahuja, Indian Banking Emerging Issues ICFAI
 Reddy, A. and, Kumar, A and Nirmala, Services Marketing
Himalaya Publishing House (2005)
 Shankar R. Services Marketing Excel Books (2003)
 Shekhar K.C. and Shekhar L., Banking Theory & Practices Vikas
 Venugopal, V, Raghu V. N, Services Marketing Himalaya
 Verma H, Services Marketing Pearson Education (2008)
 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).
 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
 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)
 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.
 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.
 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.
 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 .
 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.
 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.
 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.
 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.
 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
 Babakus, E. and Boller, G. An Empirical Assessment of the Service
Quality Scale, Journal of Business Research, 24 (3), (1992) p. 253.
 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.
 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.
 Boyd, William, L., Leonard, Lyros and White, Charles Customer
preferences for financial services, The International Journal of Bank
Marketing, 12, (1994) pp.9-15
 Bloemer, J., Ruyter, K and Peeters, P. investigating drivers of bank
loyalty: the complex relationship between image, service quality and
satisfaction, International Journal of Bank Marketing, (1998) Vol. 16 No.
7, pp. 276-86
 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.
 Cronin, J.J. Jr and Taylor, S.A., Measuring service quality: a re-
examination and extension, Journal of Marketing, 56: (1992)55-68.
 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.
 Davide Consoli,The dynamics of technological change in UK retail
banking services: An evolutionary perspective Research Policy, 34
 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.
 Gamvroulas S., Polemi D. and M. Anagnostou. A secure brokerage
network for retail banking services Future Generation Computer
Systems, 16 (2000) 423430.
 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
 Jose A. Martnez and Laura Martnez, Some insightson
conceptualizing and measuring service quality, Journal of Retailing
and Consumer Services, 17 (2010) 2942.
 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).
 Jelena Titko1 and Natalja Lace2, Customer Satisfaction and Loyalty
In Latvian Retail Banking, Economics and Management, (2010) 15.
 Kent Erikssona and Daniel Nilsson, Determinants of the continued
use of self-service technology: The case of Internet banking,
Technovation, 27 (2007) 159167.
 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,
 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.
 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)
 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
 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.
 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
 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
 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.
 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.
 Riadh Ladhari, Developing e-service quality scales: A literature
review, Journal of Retailing and Consumer Services, 17 (2010) 464477.
 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).
 Sheetal B. Sachdev and Harsh V