Professional Documents
Culture Documents
Ahearne, M., Mathieu, J., & Rapp, A. (2005). to empoer or not to empower your sales
force? an emperical examination of the influence of leadership empowerment
behavior on customer satisfaction and performance. Journal of Applied
Psychology, 90 (5), 945-955.
Ahmad, M. B., Wasay, E., & Jhandir, S. U. (2012). Impact of employee motivation on
customer satisfaction : study on airline industry in Pakistan. Interdisciplinary
Research of Contemporary Research in Business, 4 (6), 531-539.
Aminu, A., & Hartini, A. (2008). Marketing Mix Drivers of Clients Satisfaction in
Technology enabled Service: Study of Nigerian GSM Subscribers.
Communication of the IBIMA, 1 (5), 23-41.
Annamalah, S., Munusamy , J., Chelliah , S., Sulaiman , M., & Pandian , S. (2011).
Service quality transformation and its impact on customer satisfactionand
loyalty in Malaysian retail banking sector. World Applied Sciences Journal, 15
(10), 1361-1368.
Ananth, A., Ramesh, R., & Prabaharan, B. (2011). Service Quality gap analysis in
private sector banks: A customer perspective. Internationally Indexed Journal,
2 (1), 245-252.
Anderson, E. W., & Fornell, C. (1994). Customer satisfaction, market share and
profitability: Findings from Sweden. Journal of Marketing, 58 (3), 53-70.
Anderson, E., Fornell, C., & Lehmann, D. (1994). Customer satisfaction and word of
mouth. Journal of Service Marketing, 1 (1), 5-17.
Anderson, E. W., & Sullivan, M. W. (1993). The antecedents and consequences of
customer satisfaction for firms. Marketing Science, 12 (2), 125-143.
Asubonteng, P., McCleaty, K., & Swan, J. (1996). Servqual revisited: A critical
review of service quality. Journal of Service Marketing, 10 (6), 62-81.
Awan, A. G., & Rehman, A.-u. (2014). Impact of Customer Satisfaction on Brand
loyalty- An Empirical Analysis of Home Appliances in Pakistan. British
Journal of Marketing Studies, 2 (8), 18-32.
Bahia, K., & Nantel, J. (2000). A reliable and valid measurement scale for the
percieved service quality of banks. The International Journal of Bank
Marketing, 18 (2), 84-91.
Bei, L.T. and Y.C. Chiao (2001). An integrated model for the effects of perceived
product, perceived service quality, and perceived price fairness on consumer
satisfaction and loyalty. Journal of Consumer Satisfaction, Dissatisfaction and
Complaining Behavior, 14 (1), 125-140.
Berry, L., Zeithaml, V., & Parasuraman, A. (1988). The service-quality puzzle.
Business Horizons, 31 (5), 35-43.
Bitner, M. J., Tetreault, M. S., & Booms, B. H. (1990). The service encounter:
Diagnosing favorable and unfavorable incidents. Journal of Marketing, 54 (1),
71-84.
Bloemer, J. and G.O. Schroder (2002). Store satisfaction and store loyalty explained
by customer-and store-related factors. Journal of Consumer Satisfaction,
Dissatisfaction and Complaining Behavior, 15(1), 68-80.
Chiu, C.-C., Chen , W.-C., & Chang , H.-Y. (2010). Measuring Service Quality and
Customer satisfaction: an empirical study in the senior-care organizations in
rural areas of central Taiwan. International Journal of Management and
Marketing Research, 3 (2), 65-74.
Cooil, B., Keingingham, T., Aksoy, L., & Hsu, M. (2007). A longitudinal analysis of
customer satisfaciton and share of wallet: Investigating the moderating effects
of customer characteristics. Journal of Marketing, 71 (1), 67-83.
Corte, V. D., Sciarelli, M., Cascella, C., & Gaudio, G. D. (2015). Customer
satisfaction in tourist destination: The case of tourism offer in the city of
Naples. Journal of Investment and Management, 4 (1), 39-50.
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A re-examination and
extension. Journal of Marketing, 56 (2), 55-68.
Davies, F., Moutinho, L., & Curry, B. (1995). Construction and testing of a
knowledge-based system in retai bank marketing. International Journal of
Bank Marketing, 13 (2), 235-260.
Dhungel, A., and Acharya, B. (2011). Perception of bank customers about Automated
Teller Machine service quality. The Banking Journal, 6(1), 56-63.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual
framework. Journal of the academic of marketing Science, 22 (2), 99-113.
Dimitriades, Z. S. (2006). Customer satisfaction, loyalty and commitment in service
organizations: Some evidence from Greece. Management Research News,
29(12), 782-800.
Duffy, J. A., & Kilbourne, W. (2001). A comparative study of resident, family and
administrator expectations of service quality in nursing homes. Health Care
Management Review, 26 (3), 75-85.
Eshghi, A., Roy, S., & Ganguli, S. (2008). Service quality and customer satisfaction:
An empirical investigation in Indian mobile telecommunications services.
Marketing Management Journal, 18 (2), 119-144.
Gray, B. (2004). The relationship between service quality, customer satisfaction and
buying intentions in the private hospital industry. South African Journal of
Business Management, 35 (4), 27-37.
Gumesson, E. (2002). Total relationship marketing 2nd edition. Elseivier Science and
Technology Books.
Gupta, P. K., & Islamia, J. M. (2008). Internet banking in India: Consumer concerns
and bank strategies. Global Journal of Business Research, 2 (1), 44-54.
Guzzo, R. (2010). Customer satisfaction in the hotel industry: A case study of Sicily.
International Journal of Marketing Studies, 2 (2), 3-12.
Halstead, D., Hartman, D., & Schmidt, S. L. (1994). Multisource effect on the
satisfaction formation process. Journal of the Academy of Marketing Science,
22 (1), 114-129.
Heselink, M., Wiele, T. V., & Boselie, P. (2002). The importance of customer
satisfaction in organisational transformation: a case of a Dutch temporary
employment agency.
Hunjra, A. I., Akhtar, M. N., Akbar, S. W., Rehman, K. U., & Niazi, G. S. (2011).
Relationship between customer satisfaction and service quality of Islamic
Banks. World Applied Sciences Journal, 13 (3), 453-459.
Ibrahim, Y., Mohammed, A., & Gigiogis, H. (2015). Analysis of factors affecting
service quality: A survey study in bank of Abyssinia Alula Abanega branch,
Mekelle Ethiopia. International Journal of Management and Social Sciences
Research, 4 (3), 36-43.
Islam, R., Chowdhury, M. S., Sarker, M. S., & Ahmed, S. (2007). Measuring
customers's satisfaction on bus transportation. American Journal of Economics
and Business Administration, 6 (1), 34-41.
Joseph, M., Sekhon, Y., Stone, G., & Tinson, J. (2005). An explanatory study on the
use of banking technology in the UK: A ranking of importance of selected
technology on consumer perception of service deliver performance.
International Journal of Bank Marketing, 23 (5), 397-413.
Khan, P. I., & Tabassum, A. (2011). Service quality and customer satisfaction of the
beauty-care service industry in Dhaka: a study on high-end women’s parlors.
Journal of Business in Developing Nations, 12 (2), 33-41.
Kuikka, A., & Laukkanen, T. (2012). Brand loyalty and the role of hedonic value.
Journal of Product & Brand Management, 21 (7), 529-537.
Kumar, M., Kee, F. T., & Manshor, A. T. (2009). Determining the relative importance
of critical factors in delivering service quality of banks: An application of
dominance analysis in SERVQUAL model. Managing Service Quality, 19 (2),
211-228.
Kunst, P., & Lemmink, J. (2000). Quality management and business performance in
hospitals: A search for success parameters. Total Quality Management, 11 (8),
1123-1133.
Li, M.-L., Green, R. D., Farazmand, F. A., & Grodzki, E. (2012). Customer loyalty:
influences on three types of retail stores shoppers. nternational Journal of
Management and Marketing Research, 5 (1), 1-19.
Lim, P., & Tang, N. (2000). A study of patients " expectations and satisfaction in
Singapore hospitals. International Journal of Health Care Quality Assurance,
13 (7), 290-299.
Markovic, S., Loncaric, D., & Loncaric, D. (2014). Service quality and customer
satisfaction in the health care industry: Towards health tourism market.
Tourism and Hospitality Management, 20 (2), 155-170.
Mersha, T., & Adlakha, V. (1992). Attributes of service quality: The consumer's
perspective. International Journal of Service Industry Management, 3 (3), 34-
45.
Mokhtar, A., Al-Nasser, A., & Husain, N. (2000). Evaluating functional relationship
between image, customer satisfaction and customer loyalty using general
maximum entropy. Total Quality Management, 11 (5), 826-829.
Moller, J., & Hansen, T. (2006). An empirical examination of brand loyalty. Journal
of Product & Brand Management, 15 (7), 442-449.
Munusamy, J., Chelliah, S., & Mun, H. (2010). Service quality delivery and its impact
on customer satisfaction in the banking sector in Malaysia. International
Journal of Innovation, Management and Technology, 1 (4), 398-404.
Omar, A. B., Sultan, N., Zaman, K., Bibi, N., Wajid, A., & Khan, K. (2011).
Customer perception towards online banking services: emperical evidence
from Pakistan. Journal of Internet Banking and Commerce, 16 (2), 1-24.
Osman, Z., & Sentosa, I. (2013). Mediating effect of customer satisfaction on service
quality and customer loyalty relationship in Malaysia rural tourism.
International Journal of Economic Business and Management, 2 (1), 25-37.
Ozturkcan, S., Aydin, S., Ates, M., & Cetin, A. T. (2009). Effects of service quality
on customer satisfaction and customer loyality: example of Marmara
university hospital. International COngress on Performance and Quality in
Health, 4 (6), 19-21.
Padhy, P. K., & Swar, B. N. (2012). A study on customer satisfaction and service
gaps in selested private, public and foreign banks.
Pandey, D.& P. R. Joshi (2010). Service quality and customer behavioral intentions:
A California Journal of Operations Management, 8 (2), 72-81.
Pasa, S., & Waleed, A. I. (2016). Service quality factors affecting adoption of internet
banking in Pakistan. International Journal of Economics, Commerce and
Management, 2 (2), 12-23.
Poudel, D. (2011). The impact of Tele banking services of customer satisfaction and
loyalty. The Banking Journal, 7(1), 61-67.
Rizwan, M., A. Usman, T. Hussain, A. Shafiq, S. Rauf, & Q. U. A. Ayaz (2013). The
impact of the perceived quality, customer satisfaction, brand trust and
contextual factors on brand loyalty. International Journal of Research in
Commerce and Management, 4(3), 83-89.
Sabir, R. I., Ghafoor, O., & Akhtar, N. (2014). Factors affecting customer satisfaction
in banking sector of Pakistan. International Review of Management and
Business Research, 3 (2), 1014-1025.
Sachdev, S. B., & Verma, H. V. (2004). Relative importance of service quality.
Journal of Services Research, 4 (1), 93-116.
Sadek, D., Zainal, N., Taher, M., & Yahya, A. (2010). Service quality perceptions
between cooperative and Islamic banks of Britain. American Journal of
Economics and Business Administration, 2 (1), 1-5.
Saeidipour, B., Vatandost , T., & Akbari , P. (2012). Study the effects of development
of electronic banking on customer satisfaction levels by using kano model
(case study: refah Bbnk of Kermanshah, Iran). International Research Journal
of Applied and Basic Sciences, 3 (5), 950-960.
Sahin, A., C. Zehir, and H. Kitapçı (2011).The effects of brand experiences, trust and
satisfaction on building brand loyalty; an empirical research on global
brands.Procedia-Social and Behavioral Sciences 24(1), 1288-1301.
Santouridis, I., and Trivellas, P. (2010). The effect of mobile service quality
dimensions on customer satisfaction. American Journal of Economics, 5(2),
168-176.
Torres, A., & Tribo, A. J. (2007). Customer satisfaction and brand loyality. Journal of
Business Research, 64 (31), 1089-1096.Thusyanthy, V., & Senthilnathan, S.
(2012). Customer satisfaction in terms of physical evidence and employee
interaction. The IUP Journal of Marketing Management, 11 (3), 7-24.
Vegiayan, K. D., Ming, C. W., & Osman Harun, M. L. (2013). Online shopping and
customer satiisfaction in Malaysia. International Journal of Marketing
Practices, 1 (1), 43-51.
Whitaker, J., Krishnan, M. S., & Fornell, C. (2008). Does offshoring impact customer
satisfaction? International Journal of Service Industry Management, 19 (2),
340-352.
Wisniewski, M., & Donnelly, M. (1996). Measuring service quality in the public
sector: The potential for servqual. Total Quality Management, 7 (4), 357-365.
Yang, Z., & Fang, X. (2004). Online service quality dimensions and their
relationships with satisfaction: A content analysis of customer reviews of
securities brokerage services. International Journal of Service Industry
Management, 15 (3), 302-326.
Zafar, M., Zafar, S., Asif, A., Hunjra, A. I., & Ahmad, M. H. (2012). Service quality,
customer satisfaction and loyalty: an emperical analysis of banking sector in
Pakistan. Information Management and Business Review, 4 (3), 159-167.