16 bibliography
Embed Size (px)
TRANSCRIPT
208
BIBLIOGRAPHY
Ahmad, N, and Haron, S. (2002), “Perceptions of Malaysian Corporate Customers
towards Islamic Banking Products and Services”, International Journal of Islamic
Financial Services, Vol. 3, No. 1, pp. 13-29.
Akdag, H.C. and Zineldin, M. (2011) “Strategic Positioning and Quality Determinants in
Banking Service”, The TQM Journal, Vol. 23, No. 4, pp.446 – 457.
Akhtar, M. and Dezhgosha, K. (2004), “Distributed Online Banking”, retrieved from
http://www.micsymposium.org/mics_2004/Akhtar.pdf.
Almossawi, M. (2001), „Bank Selection Criteria Employed by College Students in
Bahrain: An Empirical Analysis‟, International Journal of Bank Marketing, 19,
pp. 115-25.
Altintas, M.H. and Gursakal, N. (2007), “Phishing Attacks and Perceptions of Service
Quality: A Content Analysis of Internet Banking in Turkey”, Journal of Internet
Banking and Commerce, Vol. 12, No. 2, pp. 1-13.
Amin, M. and Isa, Z. (2008), “An Examination of Relationship between Service Quality
Perception and Customer Satisfaction”, International Journal of Islamic and
Middle Eastern Finance and Management, Vol. 1, No. 3, pp. 191-209.
Amoah-Mensah, A. (2010), Customer Satisfaction in the Banking Industry: A
Comparative Study of Ghana and Spain, An Unpublished Ph.D. Thesis,
University of Girona.
Anderson, E.W. (1998), “Customer Satisfaction and Word of Mouth”, Journal of Service
Research, Vol. 1, Vo. 1, pp. 5-17
Andotra, N. and Gupta, P. (2006), “Comparative Service Quality Strategy of Housing
Finance Institutions”, The Indian Journal of Commerce, Vol. 59, No. 3, pp. 139-
152.
209
Arasli, H., Katircioglu, S.T., and Smadi, S.M. (2005), “A Comparison of Service Quality
in Banking Sector-Some Evidence from Turkish and Greek Speaking areas in
Cyprus”, International Journal of Bank Marketing, Vol. 23, No. 7, pp. 508-526.
Arene C. J. (1996), “Agricultural Financial Ratios, Discriminant Analysis, and Prediction
of Corporate Bankruptcy in the Community Banking System in Nigeria”, Vikalpa,
Vol. 21, No. 3, July-September, pp. 37-45.
Arora S. (2005), Marketing of Financial Services, Deep and Deep Publications Pvt. Ltd.,
New Delhi.
AVID (2006), India’s Financial Sector: Chanting the Rural Mantra, AVID Information
Search and Documents, Bangalore, India.
Awan, H.M. and Bukhari K.S. (2011), “Customer's criteria for selecting an Islamic bank:
evidence from Pakistan”, Journal of Islamic Marketing, Vol. 2, No. 1, pp.14 – 27.
Bahia, K and Nantel, J. (2000), "A Reliable and Valid Measurement Scale for Perceived
Service Quality of Banks", International Journal of Bank Marketing, Vol. 18, No.
2, pp. 84-91.
Beerly, A., Martin J.D. and Quintana, A. (2004), “A Model of Customer Loyalty in the
Retail Banking Market”, European Journal of Marketing, Vol. 38, No. 1/2, pp.
253-275.
Bena, I. (2010), “Evaluating Customer Satisfaction in Banking Services”, Management &
Marketing, Vol. 5, No. 2, pp. 143-150.
Berman, S.L., Down, J. and Hill, C.W.L. (2002), “Tacit Knowledge as a Source of
Competitive Advantage in the National Basketball Association”, Academy of
Management Journal, Vol.45 No. 1, pp. 13–31.
Bhasin, N. (2006), Banking Developments in India 1947 to 2007, New Century
Publications, New Delhi.
210
Bhat, M.A. (2003), “Service Quality in Public Sector Banks-An Empirical Investigation”,
The Business Review, Vol. 9, No. 2, pp. 44-52.
Bhat, M.A. and Gani, A. (2003), “What Makes a Quality Service in Banks – Customer
Speaks his Mind”, Management and Change, Vol. 7, No. 2, pp. 259-273.
Bhattacharyya, S.K. and Rahman, Z. (2004), “Capturing the Customer‟s Voice, The
Centerpiece of Strategy Making: A Case Study in Banking”, European Business
Review, Vol. 16, No. 2, pp. 128-38.
Bilamge, P. (2011), “A Comparative Study of Customer Perception towards Services
Rendered by Public Sector and Private Sector Banks”, Indian Journal of
Commerce & Management Studies, Vol. 2, No. 2, pp. 110-114.
Bitner, M.J. (1990), “Evaluating Service Encounters: The Effects of Physical
Surroundings and Employee Responses”, The Journal of Marketing, Vol. 54, No.
2, April, pp. 69-82.
Blackard, J. A. and Dean, D. J. (1999), “Comparative Accuracies of Artificial
Neuralnetworks and Discriminant Analysis Inpredicting Forest Cover Types from
Cartographic Variables”, Computers and Electronics in Agriculture, Vol. 24, pp.
131–151.
Blanchard, R.F. and Golloway, R.L. (1994), “Quality in Retail Banking”, International
Journal of Service Industry Management, Vol. 5, No. 4, pp. 5-23.
Bley, J. and Kuehn, K. (2003), “Conventional Versus Islamic Finance: Student
Knowledge and Perception in the United Arab Emirates”, International Journal of
Islamic Financial Services, Vol. 5, No. 4.
Bloemer, J., Ruyter, K. and Peeters, P. (1998), “Investigating Drivers of Bank Loyalty:
The Complex Relationship between Image, Service Quality and Satisfaction”,
International Journal of Bank Marketing, Vol. 16, No. 7, pp. 276-286.
211
Bolat, B, Temur, G.T., Gündüz, U. and Yılmaz, M. (2009), “Evaluation of Managers‟
Perceptions on Information System Projects Success Using Ann Compared To MDA:
A Study Of Retailing Industry”, European and Mediterranean Conference on
Information Systems, pp. 1-10.
Bowen, D. E. and Schneider, B. (1988), “Services Marketing and Management:
Implications for Organizational Behaviour”, Research on Organizational
Behaviour, Vol. 16, No. 1, pp 70-87.
Boyd, W. L., Leonard, M. and White, C. (1994), “Customer Preferences for Financial Services:
An Analysis”, International Journal of Bank Marketing, Vol. 12 No. 1, pp. 9-15
Brown, S.W. and Swartz, T.A. (1989), “A Gap Analysis of Professional Service Quality”,
Journal of Marketing, Vol. 53, pp. 92-108.
Buckle, M. and Thompson, J. L. (1998), The UK Financial System- Theory and Practice,
3rd
Edition, Manchester University Press, UK.
Casalo, L.V., Flavion, C. and Guinalice, M. (2008), “The Role of Satisfaction and
Website Usability in Developing Customer Loyalty and Positive Word-of-Mouth
in E-Banking Services”, International Journal of Bank Marketing, Vol. 26, No. 6,
pp. 399-417.
Chawla, S. (2007), Privatisation of Life Insurance: A Study of Customer Satisfaction in
Northern India, An Unpublished Ph.D. Thesis, Guru Nanak Dev University,
Amritsar, Punjab, India.
Churchill, G.A. (1979), “A Paradygm for Developing Better Measures of Marketing
Constructs”, Journal of Marketing Research, Vol. 16, Feb., pp. 64-73.
Churchill, G.A.J. and Suprenant, C. (1982), "An Investigation into the Determinants of
Customer Satisfaction", Journal of Marketing Research, Vol. 19, pp. 491-504.
Cicic, M. Brkic, N. and Agic, E. [2004], “Bank Selection Criteria Employed by Students
in a Southeastern European Country: An Empirical Analysis of Potential Market
Segments‟ Preferences”, retrieved from http://smib.vuw.ac.nz:8081/WWW/
ANZMAC2004/ CDsite/papers/Cicic1.pdf
212
Clason, D.L. and Dormody, T.J. [1990], “Analyzing Data Measured by Individual Likert-
Type Items”, Journal of Agricultural Education, Vol. 35, No. 4, pp. 31-35.
Cox, J. and Dale, B. (2001), “Service Quality and E-Commerce: An Exploratory
Analysis”, Managing Service Quality, Vol. 11 No. 2, pp. 121-31.
Cronbach, L. J. (1951), “Coefficient Alpha and the Internal Structure of Tests”,
Psychometrika, Vol. 16, pp. 297-334.
Cronin, J.J. and Taylor, A. (1992), “Measuring Service Quality: A Re-examination and
Extension”, Journal of Marketing, Vol. 53, No. 3, pp. 55-68.
Dabholkar, P.A., Shepherd, C.D. and Thorpe, D.I. (2000), “A Comprehensive
Framework for Service Quality: An Investigation of Critical Conceptual and
Measurement Issues through a Longitudinal Study”, Journal of Retailing, Vol. 76
No. 2, pp. 139-173.
Dabholkar, P.A., Thorpe, D.I. and Rente, J.O. (1996), “A Measure of Service Quality for
Retail Stores: Scale Development and Validation”, Journal of the Academy of
Marketing Science, Vol. 24 No. 1, pp. 3-16.
Dash, K.M., Goswami, S. and Kumar, S. (2007), “Measuring Customer Satisfaction in
Banking Industry: with Special Reference to Service Quality Model”, Synergy - I.
T. S. Journal of I. T. & Management, Vol. 5, No. 2, pp. 81-101.
Dass, R. and Paul, S. (2011), “Adoption of Mobile Financial Services among Rural
Under-Banked”, Indian Institute of Management Ahmedabad, India, W.P. No.
2011-02-02, pp. 1-22.
Debashish, S.S. and Mishra, B. (2005), Indian Banking System (Development,
Performance and Services), Mahamaya Publishing House, New Delhi.
Devjak, S., Alves, J., Ribeiro, N., Anna, M. And Fernandes, P. (2007), “Quantitative
Analysis of Financial Indicators for Municipalities: Comparison between Portugal
(Bragança District) and Slovenia” International Cooperation Project”, Financial
Indicators for Municipalities -Comparison between Portugal and Slovenia,
financed by GRICES.
213
Dey, S. and Maji, S.G. (2006), “Need to Improve Customer Service in Banks: An Indian
Perspective”, The Management Accountant, Vol. 41, No. 12, pp. 957-960.
Dimitriadis, S. (2010), “Testing Perceived Relational Benefits as Satisfaction and
Behavioural Outcomes Drivers”, International Journal of Bank Marketing, Vol.
28, No. 4, pp. 297-313.
Discriminant Analysis, retrieved from http://www.uk.sagepub.com/burns/websitematerial/
Chapter25-DiscriminantAnalysis.pdf
DiStefano, D., Zhu, M. and Mîndrilă, D. (2009), “Understanding and Using Factor
Scores: Considerations for the Applied Researcher”, Practical Assessment,
Research & Evaluation, Vol. 14, No. 20, pp. 1-11.
Douvis, J. (2007), “A Review of Attendance and Non-Attendance Studies”, Journal of
Biology of Exercise, Vol. 3, pp. 5-20.
Durkin, M. and Bennett, H. (1999), “Employee Commitment in Retail Banking;
Identifying and Exploring Hidden Dangers”, The International Journal of Bank
Marketing, Vol. 17, No. 3, pp.124–137.
Edvardsson, B. (1996), “Making Service-Quality Improvement Work”, Managing
Service Quality, Vol. 6, No. 1, pp. 49–52.
Edvardsson, B. and Nilsson-Witell, L. (2005), “Identifying Satisfiers and Dissatisfiers in
the Service Encounter”, Asian Journal on Quality, Vol. 6, No. 1, pp. 8-23.
Ennew, C.T. and Binks, M.R. (1996), “The Impact of Service Quality and Service
Characteristics on Customer Retention: Small Businesses and their Banks in
U.K.”, British Journal of Management, Vol. 7, pp. 219-30.
Ennew, C.T., Reed, G.V. and Binks, M.R. (1993), “Importance Performance Analysis
and Measurement of Service Quality”, European Journal of Marketing, Vol. 27,
No. 2, pp. 59-70.
214
Ermer, J. And Dunn, W. (1998), “The Sensory Profile: A Discriminant Analysis of
Children With and Without Disabilities”, The American Journal of Occupational
Therapy, Vol. 52, no. 4 pp. 283-290.
Eyduran, E., Topal, M. and Sonmez, A.Y. (2010), “Use of Factor Scores in Multiple
Regression Analysis for Estimation of Body Weight by Several Body
Measurements in Brown Trouts (Salmo trutta fario)”, International Journal of
Agriculture & Biology, Vol. 12, No. 4, pp. 611-615.
FICCI (2010), “Indian Banking System: The Current State & Road Ahead”, Annual
Survey, February, Federation of Indian Chambers of Commerce & Industry, New
Delhi, India.
Field, A. (2005), “Factor Analysis using SPSS”, C8057 Research Methods II, The
Lecture on Theory of Factor Analysis, retrieved from
http://www.statisticshell.com/docs/factor.pdf
Field, A. (2008), “Multiple Regression Analysis”, C8057 Research Methods in
Psychology, retrieved from http://www.statisticshell.com/docs/multireg.pdf
Frochle, C.M. (2006), “Service Personnel, Technology and their Interaction in
influencing customer Satisfaction”, Decision Sciences, Vol. 37, No. 1, , pp. 5-38.
Gait, A.H.A. (2009), Libyan Attitudes towards Islamic Methods of Finance: An Empirical
Analysis of Retail Customers, Business and Banks, An Unpublished Ph.D. Thesis,
Griffith University, Libya.
George, P.A. (2006), “Marketing Innovations by Financial Institutions - An Empirical
Investigation into Consumer Behaviour and Segmentation”, The Indian Journal of
Commerce, Vol. 59, No. 3, pp. 77-91.
Gil, I., Berenguer, G. And Cervera, A. (2008), “The Roles of Service Encounters, Service
Value, and Job Satisfaction in Achieving Customer Satisfaction in Business
Relationships”, Industrial Marketing Management, Vol. 37, No. 8, pp. 921-939.
215
Gordon, M. E. and Arvey, R.D. (1975), “The Relationship between Education and
Satisfaction with Job Content”, The Academy of Management Journal, Vol. 18,
No. 4, pp. 888-892.
Grabner-Kräuter, S. and Faullant, R. (2008), “Consumer Acceptance of Internet Banking:
The Influence of Internet Trust”, International Journal of Bank Marketing, Vol.
26, No. 7, pp. 483-504.
Greenland, S., Coshall, J. and Combe, I. (NA), “Evaluating Service Quality and
Customer Satisfaction in Emerging Markets” retrieved from,
http://www.londonmet.ac.uk/library/u82188_3.pdf
Gritten, A. (2011), “New Insights into Consumer Confidence in Financial Services”,
International Journal of Bank Marketing, Vol. 29, No. 2, pp. 90-106.
Gronroos, C. (1984), “A Service Quality Model and its Marketing Implications”,
European Journal of Marketing, Vol. 18, No. 4, pp. 36-44.
Gulah-Khasnobis, B. and James, K.S. (2010), “Urbanization and the South Asian
Enigma-A Case Study of India”, UNU-WIDER – World Institute of Development
Economic Research, Working Paper No. 2010/37.
Gupta, M. (2010), Mutual Fund Selection Behaviour – A Comparative Study of Retail
and Non – Retail Investors, An Unpublished Ph.D. Thesis, Guru Nanak Dev
University, Amritsar, Punjab, India.
Gupta, P. K. (2008), “Internet Banking in India - Consumer Concerns and Bank
Strategies”, Global Journal of Business Research, Vol. 2, No. 1, pp. 43-51.
Hair, J. F., Black, W. C., Bablin, B. J., Anderson, R. E. And Tatham, R. L. (2007),
Multivariate Data Analysis, Published by Dorling Kindersley (India), Pvt. Ltd.,
India.
Haron, S., Ahmad, N. and Planisek, S. L. (1994), “Bank Patronage Factors of Muslim
and Non-Muslim Customers”, International Journal of Bank Marketing, Vol. 12
No. 1, pp. 32-40.
216
Hennig-Thurau, T. and Alexander, K. (1997), “The Impact on Customer Satisfaction and
Relationship Quality on Customer Retention: A Critical Reassessment and Model
Development”, Psychology and Marketing, Vol. 14, No. 8, pp. 737-764.
Herington, C. and Weaven, S. (2007), “Can Banks Improve Customer Relationships with
High Quality Online Services?” Managing Service Quality, Vol. 17, No. 4, pp.
404-427.
Hossain, M. and Leo, S. (2009), “Customer Perception on Service Quality in Retail
Banking in Middle East: The Case of Qatar”, International Journal of Islamic and
Middle Eastern Finance and Management, Vol. 2, No. 4, pp. 338-350.
Ibrahim, E. E., Joseph, M. and Ibeh, K. I. N. (2006), “Customers‟ Perception of
Electronic Service Delivery in the UK Retail Banking Sector”, International
Journal of Bank Marketing, Vol. 24, No. 7, pp. 475-493.
Indian Banking Today and Tomorrow (1986), “1986- The Year of Customer”, Indian
Banking Today and Tomorrow, Feb., pp.3.
Jain, A. K. (2008), “Commercial Banking for the Rural Sector: Some Suggestions”,
Mainstream, Vol. 46, No. 25
Jain, A.K. and Jain, P. (2006), “Customer Satisfaction in Retail Banking”, NICE Journal
of Business, Vol. 1, No.2, pp. 95-102.
Jaiswal, K.S. and Singh, N. (2007), “Retail Banking: Indian Scenario”, Indian Journal of
Marketing, Vol. 37, No. 1, pp. 32-35.
Jamal, A. and Naser, K. (2002), “Customer Satisfaction and Retail Banking: An
Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail
Banking”, International Journal of Bank Marketing, Vol. 20, No.4, pp. 146-160.
Jantan, M., Kamarudin, A. R. and Hoe, O. B. (1998), “Bank Attributes and Demographic
Factors Determining Customers‟ Choice in Retail Banking: An Analytical
Hierarchy Approach”, Aam Journal, Vol. 3, No. 2, pp. 19-32.
217
Jham, V. And Khan, K.M. (2008), “Customer Satisfaction in the Indian Banking Sector:
A Study”, IIMB Management Review, Vol. 20, No. 1.
Johnson, R. (1997), “Identifying Critical Determinants of Service Quality in Retail
Banking: Importance and Effect”, International Journal of Bank Marketing, Vol.
15, No. 4, pp. 111-116.
Joseph, M., McClure, C. and Joseph, B. (1999), “Service Quality in Banking Sector: The
Impact of Technology on Service Delivery”, International Journal of Bank
Marketing, Vol. 17, No.4, pp. 182-191.
Joshia, A.J. and Koshi, M.P. (2005), “Expectations and Perceptions of Service Quality in
Old and New Generations Banks-A Study of Select Banks in South Canara
Region”, Indian Journal of Marketing, Vol. 35, No. 9, pp. 6-11.
Jyoti and Sehgal, A. (2007), “Banking Habits among Rural People – An Empirical
Analysis”, The Business Review, Vol. 12, No. 2, pp. 69-75.
Kailash, M, (2011), “An Evaluation of Customer Perception on Service Quality in Retail
Banking”, Indian Journal of Commerce & Management Studies, Vol. 2, No. 4, pp.
105-117.
Kangis, P. and Voukelatos, (1997), “Private and Public Banks: A Comparison of
Customer Expectations and Perceptions”, International Journal of Bank
Marketing, Vol. 15, No. 7, pp. 279-287.
Karabiyik, L., Eker, M. and Anbar, A. [2007], “Determining the Factors that Affect
Burnout among Acedemicians” http://dergiler.ankara.edu.tr/dergiler/42/934/
11640.pdf
Katircioglu, S. T., Tumer, M. and Kılınç, C. (2011), “Bank Selection Criteria in the
Banking Industry: An Empirical Investigation from Customers in Romanian
Cities”, African Journal of Business Management, Vol. 5, No. 14, pp. 5551-5558.
218
Kaur, H. (2005), Impact of Customer Relationship Management on the Financial
Performance of Companies in India, An Unpublished Ph.D. Thesis, Guru Nanak
Dev University, Amritsar, Punjab, India.
Kennington, C., Hill, J. and Rakowska, A. (1996) "Consumer Selection Criteria for
Banks in Poland", International Journal of Bank Marketing, Vol. 14, No. 4, pp.12
– 21.
Khan, M. S., Mahapatra, S. S. and Kumar, S. (2009), “Service Quality Evaluation in
Internet Banking: An Empirical Study in India”, International Journal of Indian
Culture and Business Management, Vol. 2, No. 1, pp. 30-46.
Khang, L. L., Mohammad, O. Ramayah, T. and Mosahab, R. (2010), “The Impact of
Service Quality on Customer Loyalty: A Study of Banks in Penang, Malaysia”,
International Journal of Marketing Studies, Vol. 2, No. 2, pp. 57-66.
Khatri, P. and Ahuja, Y. (2010), “Comparative Study of Customer Satisfaction in Indian
Public Sector and Private Sector Banks”, International Journal of Engineering
and Management Sciences,Vol. 1, No. 1, pp. 42-51.
Kimani, S.W., Kagira, E.K. and Kendy, L. (2011), “Comparative Analysis of Business
Students’ Perceptions of Service Quality Offered in Kenyan Universities”
International Journal of Business Administration, Vol. 2, No. 1, pp. 98-112.
Kothari, C.R. (1999), Research Methodology, Wiley & Sons, New Delhi.
Kotler, P. (2003), Marketing Management, Prentice Hall of India, New Delhi.
Kotorov, R. (2003), “Customer Relationship Management: Strategic Lessons and Future
Directions”, Business Process Management Journal, Vol. 9, No. 5, pp. 566-571.
Krall, J.S. and Lohse, B. (2011), “Validation of a Measure of the Satter Eating
Competence Model with Low-Income Females” International Journal of
Behavioral Nutrition and Physical Activity, 8:26, retrieved from
http://www.ijbnpa.org/content/8/1/26
219
Kugyte, R. and Sliburyte, L. (2005), “A Standardized Model of Service Provider
Selection Criteria for Different Service Types: A Consumer-oriented Approach”,
Engineering Economics, Vol. 43, No.3, pp. 56-63.
Kumar, A., Olshavsky, R.W. and King, M.F. (2001), “Exploring Alternative Antecedents
of Customer Delight”, Journal of Consumer Satisfaction, Dissatisfaction and
Complaining Behaviour, Vol. 14, pp. 14-26.
Kumbhar, V.M. (2011), “Alternative Banking Channels and Customers‟ Satisfaction: An
Empirical Study of Public and Private Sector Banks”, International Journal of
Business and Management Tomorrow, Vol. 1, No. 1, pp. 1-24.
Ladhari, R., Ladhari, I and Morales, M. (2011) “Bank Service Quality: Comparing
Canadian and Tunisian Customer Perceptions”, International Journal of Bank
Marketing, Vol. 29, No.3, pp.224 - 246
Lajuni, N., Wing, B. L. C. And Ghazali, M. F. (2010), “Bank Selection Criteria
Employed by Customers in Labuan: A Study”, The IUP Journal of Bank
Management, Vol. 9, Nos. 1 & 2, pp. 102-109,
Lasser, W.M., Manolis, C. and Winsor, R.D. (2000), “Service Quality Perspectives and
Satisfaction in Private Banking”, International Journal of Bank Marketing, Vol.
18, No. 4, pp. 181-199.
Lastovicka , J.L. and Thamodara, K. (1991), “Common Factor Score Estimates in
Multiple Regression Problems”, Journal of Marketing Research, Vol. 28, No. 1,
pp. 105-112.
Levesque, T. and McDougall, G.H.G. (1996), “Determinants of Customer Satisfaction in
Retail Banking”, International Journal of Bank Marketing, Vol. 14, No. 7, pp. 12-
20.
Liao, H. and Chuang, A. (2004), “A Multilevel Investigation of Factors Influencing
Employee Service Performance and Customer Outcomes”, Academy of
Management Journal, Vol. 47, No. 1, pp. 41-58.
220
Lichtenstein, S. and Williamson, S. (2006), “Understanding Consumer Adoption of
Internet Banking: An Interpretive Study in the Australian Banking Context”,
Journal of Electronic Commerce Research, Vol. 7, No. 2, pp. 50-66.
Lopez, J., Hart, L.K. and Rampersad, A. (2007), “Ethnicity and Customer Satisfaction in
Financial Services Sector”, Managing Service Quality, Vol. 17, No. 3, pp. 259-
274.
Machiraju, H.R. (1998), Indian Financial System, Vikas Publishing House Pvt. Ltd., New
Delhi.
Maddern, H., Maull, R., Smart, A. and Baker, P. (2007), “Customer Satisfaction and
Service Quality in U.K. Financial Services”, International Journal of Operations
and Production Management, Vol. 27, No. 9, pp. 998-1019.
Malhotra, N.K. (2008), Marketing Research, Pearson Education, New Delhi.
Malhotra, P. (2007), Growth and Performance of Internet Banking in India, An
Unpublished Ph.D. Thesis, Guru Nanak Dev University, Amritsar, Punjab, India.
Matzler, K., Hinterhuber, H.H., Bailom, F. and Sauerwein, E. (1996), “How to Delight
Your Customers”, Journal of Product and Brand Management, Vol. 5, No. 2, pp.
6-18.
Mohideen, A.K. (2011), “Customer Service Satisfaction in Indian Banking Sector (A
Study in Visakhapatnam District)”, Journal of Banking Financial Services &
Insurance Research, Vol. 1, No. 6, pp. 25-36.
Mokhlis, S. Hazimah, N. and Hayatul, S. S. (2008), “Commercial Bank Selection: The
Case of Undergraduate Students in Malaysia” International Review of Business
Research Papers, Vol.4, No.5, pp. 258-270.
Molina, A., Consuegra D.M. and Esteban A. (2007), “Relational Benefits and Customer
Satisfaction in Retail Banking”, International Journal of Bank Marketing, Vol.
25, No. 4, pp. 253-271.
221
Mukherjee, A. and Nath, P. (2003), “A Model of Trust in Online Relationship Banking”,
International Journal of Bank Marketing, Vol. 2, No. 1, pp. 5-15.
Munusamy, J., Chelliah, S. and Mun, H.W. (2010), “Service Quality Delivery and Its
Impact on Customer Satisfaction in the Banking Sector in Malaysia”,
International Journal of Innovation, Management and Technology, Vol. 1, No. 4,
pp. 398-404.
Mylonakis, J., Malliaris, P. and Siomkos, G. (1998), “Marketing-Driven Factors
Influencing Savers in the Hellenic Bank Market”, Journal of Applied Business
Research, Vol. 14, No. 2, pp. 109-116.
Nargundkar, R. (2010), Marketing Research, Tata McGraw Hill Education Private
Limited, New Delhi.
Naser, K., Jamal, A. and Al-Khatib, K. (1999), “Islamic Banking: A Study of Customer
Satisfaction and Preferences in Jordan”, Internal Journal of Bank Marketing, Vol.
17, No. 3, pp. 135-51.
National Council of Applied Economic Research (2007), Study of Services to Depositors
and Small Borrowers in Rural and Semi-Urban Areas, Reserve Bank of India,
Final Report, Vol. 1, September.
Ndubisi, N. O. and Wah, C. K. (2005), “Factorial and Discriminant Analyses of the
Underpinnings of Relationship Marketing and Customer Satisfaction”,
International Journal of Bank Marketing, Vol. 23, No. 7, pp. 542-557.
Nunally, J.L. (1979), Psychometric Theory, McGraw Hill Publications, New York.
Ogah, D.M., Alaga, A.A. and Momoh, M.O. (2009), “Use of Factor Analysis Scores in
Multiple Regression Model for Estimation of Body Weight from Some Body
Measurement in Muscovy Duck”, International Journal of Poultry Science, Vol.
8, No. 11, pp. 1107-1111.
222
Oliver, R.L. (1989), “Processing of the Satisfaction Response in Consumption: A
Suggested Framework and Research Propositions”, Journal of Satisfaction,
Dissatisfaction, and Complaining Behaviour, Vol. 2, pp. 1-16.
Oppenheim, A. N. (2001), Questionnaire Design, Interviewing and Attitude
Measurement, Continuum International Publication, London.
Padhy, P. K., and Swar, B. N. (2009), “A Study on Customer Satisfaction & Service
Gaps in Selected Private, Public & Foreign Banks”, 3rd IIMA Conference on
Marketing Paradigms for Emerging Economies, Indian Institute of Management.
Parasuraman, A, Zeithaml, V.A, and Berry, L.L (1994), “Reassessment of Expectations
as a Comparison Standard in Measuring Service Quality: Implications for Further
Research”, Journal of Marketing, Vol. 58, pp.111-24.
Parasuraman, A., Zeithaml, V.A. and Berry, L. L. (1985), “A Conceptual Model of
Service Quality and its Implications for Future Research”, Journal of Marketing,
Vol. 49, No. 4, pp. 41-50.
Parasuraman, A., Zeithaml, V.A. and Berry, L. L. (1988), “SERVQUAL: A Multy Item
Scale for Measuring Consumer Perceptions of Service Quality”, Journal of
Retailing, Vol. 64, No. 1, pp. 12-40.
Parasuraman, A., Zeithaml, V.A. and Berry, L. L. (1991), "Perceived Service Quality as a
Customer Focused Performance Measure: An Empirical Examination of
Organizational Banners Using and Extended Service Quality Model", Human
Resume Management, Vol. 30, No. 3, pp. 335-364.
Pass, M.W. (2006), „Western US College Students: Banking Preferences and
Marketplace Performance‟, Journal of Financial Services Marketing, Vol.11, pp.
49-63.
Patterson, P.G. and Smith, T. (2001), “Relationship Benefits In Services Industries: A
Replication in Southeast Asian Context”, Journal of Services Marketing, Vol. 15,
No. 6, pp. 425-443.
223
Paul, J. and Suresh, P. (2007), Management of Banking and Financial Services, Darling
Kindersley Pvt. Ltd., Delhi.
Polkinghorne, E.D. (2005), “Language and Meaning: Data Collection in Qualitative
Research”, Journal of Counselling Psychology, Vol. 52, No. 2, pp. 137–145.
Poulsen, J. and Key, A. F. “Discriminant Function Analysis (DA)”
http://userwww.sfsu.edu/~efc/classes/biol710/discrim/discrim.pdf
Purohit, H.C. and Pathardikar, A.D. (2007), “Service Quality Measurement and
Consumer Perception about the Service of Banking Institutions”, Indian Journal
of Marketing, Vol. 37, No.3, pp. 12-18.
Qiu, X. L. (2008), “Chinese Customers‟ Banking Habits and E-banking Barriers”,
International Journal of Business and Management, Vol. 3, No. 2, pp. 1-9.
Rai, O.P. and Devi, G. (1995), “Banking Sector Reforms: Need to Improve Customer
Service”, The Indian Journal of Commerce, Vol. 48, No. 182 and 183, pp. 64-70.
Rao, A. S. and Sharma, R. K. (2010), “Bank Selection Criteria Employed by MBA
Students in Delhi: An Empirical Analysis”, Journal of Business Studies
Quarterly, Vol. 1, No. 2, pp. 56-69.
Rao, C.P. and Kelkar, M.M. (1997), “Relative Impact of Performance and Importance
Ratings on Measurement of Service Quality”, Journal of Professional Services
Marketing, Vol. 15, No. 2, pp. 69-86.
Rao, S. and Sharma, R. K. (2010), “Bank Selection Criteria Employed by MBA Students
in Delhi: An Empirical Analysis”, Journal of Business Studies Quarterly, Vol. 1,
No. 2, pp. 56-69.
Rashid, M. and Hassan, M. K. (2010), “Customer Demographics Affecting Bank
Selection Criteria, Preference, and Market Segmentation: Study on Domestic
Islamic Banks in Bangladesh”, International Journal of Business and
Management, Vol. 4, No. 6, pp. 131-146.
224
RBI (2009-10), A Profile of Banks, Reserve Bank of India.
RBI (2010), Basic Statistical Returns of Scheduled Commercial Banks in India, Reserve
Bank of India, Vol. 39, March.
RBI (2010), Branch Banking Statistics, Reserve Bank of India.
RBI (2011), Master Circular on Customer Service, Reserve Bank of India, 12/56, July.
Regan (1963) in Wolak, R., Kalafatis, S. and Harris, P. (1998), “An Ivestigation into
Four Characteristics of Services”, Journal of Empirical Generalisations in
Marketing Science, Vol. 3, pp. 22-43.
Rehman, H. U. And Ahmad, S. (2008), “An Empirical Analysis of the Determinants of
Bank Selection in Pakistan: A Customer View”, Pakistan Economic and Social
Review, Vol. 46, No. 2, pp. 147-160.
Riquelme, H. E., Mekkaoui, K.A. and Rios, R.E. (2009), “Internet Banking Customer
Satisfaction and Online Service Attributes”, Journal of Internet Banking and
Commerce, Vol. 14, No. 2, pp. 1-6.
Robinson, J. P., Shaver, P. R. and Wrightsman, L. S. (1991), “Criteria for Scale Selection
and Evaluation”http://www.radford.edu/~jaspelme/611/Spring2007/Robinson
_Shaver_and_Wrightsman_1991_Ch1.pdf
Rod, M., Ashil, N.J., Shao, J. and Carrethers, J. (2009), “An Examination of Relationship
between Service Quality Dimensions, Overall Internet Banking Service Quality
and Customer Satisfaction: A New Zealand Study”, Marketing Intelligence and
Planning, Vol. 27, No. 1, pp. 103-126.
Safakli, O.V. (2009), “Ethical perceptions: Do they differentiate in respect to
demographics, impact satisfaction and subsequent word of mouth?” African
Journal of Business Management, Vol. 5, No. 2, pp. 285-293.
225
Schneider, B., Parkington, J.J. and Buxton, M.V. (1980), “Employee and Customer
Perceptions of Service in Banks”, Administrative Science Quarterly, Vol. 25, No.
2, pp. 252-267.
Schneider, B., White, S. S. and Paul, M. C. (1998), “Linking Service Climate and
Customer Perceptions of Service Quality: Test of A Causal Model”, Journal of
Applied Psychology, Vol. 83, No. 2, pp. 150-163.
Sensarma, R. and Jayadev, M. (2009), “Are Bank Stock Prices Sensitive to Risk
Management? Evidence from India”, Journal of Risk Finance, Vol. 10, No. 1,
pp.7-22.
Seth, N., Deshmukh, S.G. and Vrat, P. (2005), “Service Quality Models: A Review”,
International Journal of Quality & Reliability Management, Vol. 22, No. 9, pp.
913-49.
Shamdasani, P., Mukherjee, A. and Malhotra, N. (2008), “Antecedents and Consequences
of Service Quality in Consumer Evaluation of Self-Service Internet
Technologies”, The Service Industries Journal, Vol. 28, No. 1, p. 117-138.
Sharma, R.D. and Sharma, J. (2006), “Measurement of Customer Delight in Indian Urban
Consumer Banking”, The Indian Journal of Commerce, Vol. 59, No. 3, pp. 61-76.
Sharma, S., Bhardwaj, S.S. and Pratibha (2007), “X-raying Service Quality in
Commercial Banks: A Case Study of SBI and HDFC”, Apeejay Journal of
Management and Technology, Vol. 2, No. 1, pp. 26-28.
Shukla, R. and Shukla, P. (2011), “E-Banking: Problems and Prospects”, International
Journal of Management & Business Studies, Vol. 1, No. 1, pp. 23-25.
Singh, J. (2011), “A Comparative Study of Social and Psychological Considerations of
Rural and Urban Consumers”, European Journal of Social Sciences, Vol. 21, No.
1, pp. 47-63.
226
Singh, J. (2011), “A Comparison of Rural and Urban Buying of Consumer Durables”,
Global Journal of Management and Business Research Vol. 11, No. 5, pp. 62-79.
Singh, J., Gupta, S.K. and Sharma, R.K. (2000), Banking and Foreign Trade
Management, Kalyani Publishers, New Delhi, pp. 1-25.
Singh, M. and Saklani, A. (2004), “Retail Performance and Customer Loyalty in Public
Sector Banks”, Apeejay Business Review, Vol. 5, No. 1, pp. 38-46.
Singh, S. and Arora, A. (2011), “A Comparative Study of Banking Services and
Customer Satisfaction in Public, Private and Foreign Banks”, J Economics, Vol.
2, No. 1, pp. 45-56.
Singh, S. and Komal, (2009), “Impact of ATM on Customer Satisfaction (A Comparative
Study of SBI, ICICI & HDFC Bank)”, Business Intelligence Journal, Vol. 2, No.
2, pp. 276-287.
Skrondal, A. and Laake, P. (2001), “Regression among Factor Scores”, Psychometrika,
Vol. 66, No. 4, pp. 563-576.
Sobti, R. (2003), Banking and Financial Services in India, New Century Publications,
New Delhi.
Stafford, M. R. (1996), “Demographic Discriminators of Service Quality in Banking”,
The Journal of Services Marketing, Vol. 10, No. 4, pp. 6-22.
State Level Bankers‟ Committee (2007), “Basic Banking Statistics”, Agenda Papers,
100th
Meeting of State Level Bankers‟ Committee, Punjab, India.
Stevens, J. (2002), Applied Multivariate Statistics for the Social Sciences, Edition 4,
Lawrence Erlbaum Associates Inc. publishers, Mahwah, New joursey.
Sureshchandar, G.S., Rajendran, C. and Ananthraman, R.N. (2002), “The Relationship
Between Service Quality and Customer Satisfaction - A Factor Specific
Approach”, Journal of Service Marketing, Vol. 16, No. 4, pp. 363-379.
227
Taylor, S.A. and Baker, T.L. (1994), “An Assessment of the Relationship between
Service Quality and Customer Satisfaction in the Formation of Consumers‟
Purchase Intentions”, Journal of Retailing, Vol. 70, No. 2, pp. 163-78.
Texak, R.H. and Kaur, M. (2009), “A Study of Customer Satisfaction in Private and
Public Sector Banks”, Gyan Management, Vol. 3, No. 1, pp. 43-55.
Thambiah, S., Eze, C.U., Santhapparaj, A.J. and Arumugam, K. (2011), “Customers‟
Perception on Islamic Retail Banking: A Comparative Analysis between the
Urban and Rural Regions of Malaysia”, International Journal of Business and
Management, Vol. 6, No. 1, pp. 187-198.
The Financial Express (2010), “India‟s Best Banks”, The Financial Express, Ernst and
Young Private Ltd., March.
Tondon, S. (2001), “Customer-Relationship Management - A Case Study of Commercial
Banks in Jammu and Kashmir”, Delhi Business Review, Vol. 2, No. 2.
Uppal, R.K. (2009), “Customer Service in Indian Commercial Banks: An Empirical
Study”, Asia-Pacific Journal of Social Sciences, Vol. 1, No. 1, pp. 127-141.
Vanniarajan, T. and Anbazhagan, B. (2007), “SERVPERF Analysis in Retail Banking”,
International Marketing Conference on Marketing and Society, 8-10 April, IIMK,
pp. 726-736.
Vazifedost, H. and Taghipouryan, M.J. (2011), “S.E.T. for Evaluating and Ranking
Banks from Viewpoint of Customers”, Applied Mathematical Sciences, Vol. 5,
No. 11, pp. 541 – 556.
Wan, Z. and Leightley, L.E. (2006), “Job Satisfaction and Workforce Demographics: A
Longitudinal Study of the U.S. Forest Products Industry”, Forest and Wildlife
Research Center, Research Bulletin FP 362, Mississippi State University.
pp. 1-7.
228
Wang, Y., Lo, H. and Hui, Y.B. (2003), “The Antecedents of Service Quality and
Product Quality and Their Influences on Bank Reputation: evidence from the
banking industry in China”, Managing Service Quality, Vol. 13, No. 1, pp.72 –
83.
Warner, M. and Hefetz, A. (2003), “Rural - Urban Differences in Privatization: Limits to
the Competitive State”, Environment and Planning C: Government and Policy,
Vol. 21, pp. 703 -718.
Weaver III, J. B., Mays, D., Weaver, S. S., Kannenberg, W., Hopkins, G. L., Erogˇlu, D.
and Bernhardt, J. M. (2009), “Health-Risk Correlates of Video-Game Playing
Among Adults”, American Journal of Preventive Medicine, Vol. 20, No. 10, pp.
1-7.
Witell, L. and Lo¨fgren, M. (2007), “Classification of Quality Attributes”, Managing
Service Quality, Vol. 17, No. 1, pp. 54-73.
Wolfe, R. J. and Fischer, V. (2003), “Methods for Rural/Non-Rural Determinations for
Federal Subsistence Management in Alaska” Final Report Analysis and
Recommended Methodology, U.S. Fish and Wildlife Service Region 7, Alaska
Region, January.
Wong, A. and Sohal, A. (2003), “Service Quality and Customer Loyalty Perspectives on
Two Levels of Retail Relationships”, Journal of Services Marketing, Vol. 17, No.
5, pp. 495-513.
Wong, C.B. (2011), “Perceptions of Customer Satisfaction, Switching Costs and
Customer Retention: An Empirical Study of Basic and Advanced Internet
Banking Users in Hong Kong”, Global Journal of Management and Business
Research, Vol. 11, No. 2, pp. 57-66.
Wong, D.H., Rexha, N. and Phau, I. (2008), “Re-examining Traditional Service Quality
in an E-Banking Era”, International Journal of Bank Marketing, Vol. 26, No. 7,
pp. 526-545.
229
Yakabu, A., Idahor, K.O. and Agade, Y.S. (2009), “Using Factor Scores in Multiple
Linear Regression Model for Predicting the Carcass Weight of Broiler Chickens
Using Body Measurements”, Revista UDO Agrícola, Vol. 9, No. 4, pp. 963-967.
Yang, J., Whitefield, M. and Boehme, K. (2007), “New Issues and Challenges Facing E-
Banking in Rural Areas: An Empirical Study”, International Journal of Electronic
Finance, Vol. 1, No. 3, pp. 336-354.
Yap, K.B., Wong, D. H., Loh, C. and Bak, R. (2010), “Offline and Online Banking -
Where to Draw the Line When Building Trust in E-Banking?”, International
Journal of Bank Marketing, Vol. 28, No. 1, pp. 27-46.
Yavas, U., Benkenstein, M. and Stuhldreier, U. (2004), “Relationship between Service
Quality and Behavioural Outcomes – A Study of Private Bank Customers in
Germany”, International Journal of Bank Marketing, Vol.22, No. 2, pp. 144-157.
Yavas, U., Bilgin, Z. and Semwell, D.J. (1997), “Service Quality in Banking Sector in an
Emerging Economy: A Consumer Survey”, International Journal of Bank
Marketing, Vol. 15, No. 6, pp. 217-223.
Zeithaml, V., Parasuraman, A. and Malhotra, A. (2002), “Service Quality Delivery
through Websites: A Critical Review of Extant Knowledge”, Journal of the
Academy of Marketing Science, Vol. 30, No. 4, pp. 362-75.
Zeithaml, V.A. (2000), “Service Quality, Profitability, and The Economic Worth of
Customers: What We Know and What We Need to Learn”, Journal of the
Academy of Marketing Science, Vol. 28, winter, pp. 67-85.
Zhou, L. (2004), “A Dimension Specific Analysis of Performance Only Measurement of
Service Quality and Satisfaction in China‟s Retail Banking”, Journal of Service
Marketing, Vol. 18, No. 7, pp. 534-546.
Zineldin, M. (1996), “Bank Strategic Positioning and Some Determinants of Bank
Selection”, International Journal of Bank Marketing, Vol. 14, No. 6, pp.12 – 22.