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237 REFERENCES 1. Aaker, A., Kumar, V.D. and George, S. “Marketing Research”, John Wiley and Sons, Inc, New York, 2008. 2. Abdullah, F. “Measuring Service Quality in Higher Education: HedPerf versus SERVPERF”, Marketing Intelligence and Planning, Vol. 24, No. 1, pp. 31-47, 2006 3. 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, Vol. 1, No.12, pp 98-113, 2010. 4. Ajzen, I. “Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior”, Journal of Applied Social Psychology, No. 32, pp 665-683, 2002. 5. Ajzen, I. “The Theory of Planned Behavior”, Organisational Behavior and Human Decision Processes”, Vol. 50, pp179–211, 1991. 6. Ajzen, I. and Madden, T.J. “Prediction of Goal-Directed Behavior: Attitudes, Intentions, and Perceived Behavioral Control”, Journal of Experimental Social Psychology, Vol.22, 45374, 1986. 7. Akter, S., D’Ambra, J. and Ray, P. “Service quality of mHealth platforms: development andvalidation of a hierarchical model using PLS”. Electron Markets, Vol. 20, No. 3-4, 209-227, 2010. 8. Aldlaigan, A.H. and Buttle, F.A. “SYSTRA-SQ: A New measure of bank service quality”, International Journal of Service Industry Management, Vol. 13, No. 4, pp 362-381, 2002. 9. Al-Hawari, M. and Ward, T. “The Effect of Automated Service Quality on Australian Banks’ Financial Performance and the Mediating Role of Customer Satisfaction”, Marketing Intelligence and Planning, Vol. 24, No. 2, pp. 127-147, 2006.

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Page 1: REFERENCES - shodhganga.inflibnet.ac.inshodhganga.inflibnet.ac.in/bitstream/10603/26470/13/13_references.pdf239 21. Avkiran, N.K. “Quality Customer Service Demands Human Contact”,

237

REFERENCES

1. Aaker, A., Kumar, V.D. and George, S. “Marketing Research”, JohnWiley and Sons, Inc, New York, 2008.

2. Abdullah, F. “Measuring Service Quality in Higher Education: HedPerf versus SERVPERF”, Marketing Intelligence and Planning, Vol. 24, No. 1, pp. 31-47, 2006

3. 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, Vol. 1, No.12, pp 98-113, 2010.

4. Ajzen, I. “Perceived behavioral control, self-efficacy, locus of control, and the theory of planned behavior”, Journal of Applied Social Psychology, No. 32, pp 665-683, 2002.

5. Ajzen, I. “The Theory of Planned Behavior”, Organisational Behavior and Human Decision Processes”, Vol. 50, pp179–211, 1991.

6. Ajzen, I. and Madden, T.J. “Prediction of Goal-Directed Behavior: Attitudes, Intentions, and Perceived Behavioral Control”, Journal of Experimental Social Psychology, Vol.22, 45374, 1986.

7. Akter, S., D’Ambra, J. and Ray, P. “Service quality of mHealthplatforms: development andvalidation of a hierarchical model usingPLS”. Electron Markets, Vol. 20, No. 3-4, 209-227, 2010.

8. Aldlaigan, A.H. and Buttle, F.A. “SYSTRA-SQ: A New measure of bank service quality”, International Journal of Service Industry Management, Vol. 13, No. 4, pp 362-381, 2002.

9. Al-Hawari, M. and Ward, T. “The Effect of Automated Service Quality on Australian Banks’ Financial Performance and the Mediating Role of Customer Satisfaction”, Marketing Intelligence and Planning, Vol. 24, No. 2, pp. 127-147, 2006.

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