@incollection{,
	
					
					
					1746E77E4E5EB8296E083549194E6E95
				,
	author={{Mohd.Adil} and {Dr. Odai Falah Mohammad AlGhaswyneh} and {Alaa MusallamAlbkour} and {Aligarh Muslim University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1366576
}

@incollection{b0,
	
	
		,
	title={{Assessing service quality at public sector bank: A comparative study of urban and rural customers}}
		,
	author={{
			MAdil
		}}
	
	
		,
	journal={{International Journal for Business, Strategy & Management}}
		
			1
			1
			
			,
	year={2011}
		
	

}

@book{b1,
	
	
		,
	title={{Customer tradeoffs between perceived service quality and satisfaction: A SEM approach towards Indian rural retail banks}}
		,
	author={{
			MAdil
		}}
		,
	editor={Rahela Farooqi and Saiyed Wajid Ali}
		
			,
	year={2012}
			,
	publisher={Wisdom Publications}
			
			,
	address={New Delhi}
		
	
	,
	note={Emerging Paradigms in Marketing}

}

@incollection{b2,
	
	
		,
	title={{Service quality and customer loyalty at Indian rural banks: An empirical test of an integrative model}}
		,
	author={{
			MAdil
		} and {
			SAAnsari
		}}
		
	
	
		,
	booktitle={{Proceedings of The National Conference on Contemporary Issues in Business}}
				The National Conference on Contemporary Issues in BusinessIndia
		
			,
	year={2012}
		
		
			Management & Finance, University of Kashmir
		
	

}

@incollection{b3,
	
	
		,
	title={{The relationship between service quality and customer satisfaction in India's rural banking sector: An item analysis and factor-specific approach}}
		,
	author={{
			MAdil
		}}
	
	
		,
	journal={{The Lahore Journal of Business}}
		
			1
			2
			
			,
	year={2013}
		
	

}

@incollection{b4,
	
	
		,
	title={{Efficacy of SERVPERF in measuring perceived service quality at rural retail banks: Empirical evidences from India}}
		,
	author={{
			MAdil
		}}
	
	
		,
	journal={{International Journal of Business Insights and Transformation}}
		
			6
			1
			
			,
	year={2013a}
		
	

}

@incollection{b5,
	
	
		,
	title={{Modelling effect of perceived service quality dimensions on customer satisfaction in Indian bank settings}}
		,
	author={{
			MAdil
		}}
	
	
		,
	journal={{International Journal of Services and Operations Management}}
		
			15
			3
			
			,
	year={2013b}
		
	

}

@incollection{b6,
	
	
		,
	title={{The antecedents and consequences of customer satisfaction for firms}}
		,
	author={{
			EugeneWAnderson
		} and {
			MaryWSullivan
		}}
		
	
	
		,
	journal={{Marketing Science}}
		
			12
			2
			
			,
	year={1993}
		
	

}

@incollection{b7,
	
	
		,
	title={{Service quality in the banking industry: An assessment in a developing economy}}
		,
	author={{
			MadhukarGAngur
		} and {
			RajanNataraajan
		} and {
			JohnSJaheraJr
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			13
			3
			
			,
	year={1999}
		
	

}

@incollection{b8,
	
	
		,
	title={{Developing an instrument to measure customer service quality in branch banking}}
		,
	author={{
			NecmiAvkiran
		} and {
			Kemal
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			12
			6
			
			,
	year={1994}
		
	

}

@incollection{b9,
	
	
		,
	title={{An empirical assessment of the SERVQUAL scale}}
		,
	author={{
			EminBabakus
		} and {
			GregoryWBoller
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			24
			2
			
			,
	year={1992}
		
	

}

@incollection{b10,
	
	
		,
	title={{A reliable and valid measurement scale for the perceived service quality of banks}}
		,
	author={{
			KBahia
		} and {
			JNantel
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			18
			2
			
			,
	year={2000}
		
	

}

@incollection{b11,
	
	
		,
	title={{Quality counts in services too}}
		,
	author={{
			LeonardLBerry
		} and {
			ValarieAZeithaml
		} and {
			AParasuraman
		}}
		
		
	
	
		,
	journal={{Business Horizons}}
		
			28
			3
			
			,
	year={1985}
		
	

}

@incollection{b12,
	
	
		,
	title={{Investigating drivers of bank loyalty: The complex relationship between image, service quality and satisfaction}}
		,
	author={{
			JBloemer
		} and {
			KDe Ruyter
		} and {
			PPeeters
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			16
			6 & 7
			
			,
	year={1998}
		
	

}

@book{b13,
	
	
		,
	author={{
			MaryJBitner
		} and {
			BHBooms
		} and {
			MSTetreault
		}}
		
		
		,
	title={{The service encounter: diagnosing favourable and unfavourable incidents}}
				
			,
	year={1990}
			54
			
		
	
	,
	note={Journal of Marketing}

}

@incollection{b14,
	
	
		,
	title={{Quality measurement in professional services firms}}
		,
	author={{
			DavidCBojanic
		}}
	
	
		,
	journal={{Journal of Professional Services Marketing}}
		
			7
			2
			
			,
	year={1991}
		
	

}

@incollection{b15,
	
	
		,
	title={{A longitudinal analysis of the impact of service changes on customer attitudes}}
		,
	author={{
			RuthNBolton
		} and {
			JamesHDrew
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			5
			5
			
			,
	year={1991a}
		
	

}

@incollection{b16,
	
	
		,
	title={{A multistage model of customers' assessments of service quality and value}}
		,
	author={{
			RuthNBolton
		} and {
			JamesHDrew
		}}
		
	
	
		,
	journal={{Journal of Consumer Research}}
		
			17
			4
			
			,
	year={1991b}
		
	

}

@incollection{b17,
	
	
		,
	title={{Measuring service quality in the car service industry: Building and testing an instrument}}
		,
	author={{
			MBouman
		} and {
			TVan Der Wiele
		}}
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			3
			4
			
			,
	year={1992}
		
	

}

@incollection{b18,
	
	
		,
	title={{Performance only measurement of service quality: A replication and extension}}
		,
	author={{
			MichaelKBrady
		} and {
			JCroninJr
		} and {
			RichardRBrand
		}}
		
		
	
	
		,
	journal={{Journal of Business Research}}
		
			55
			1
			
			,
	year={2002}
		
	

}

@incollection{b19,
	
	
		,
	title={{Improving the measurement of service quality}}
		,
	author={{
			TomJBrown
		} and {
			GilbertAChurchill
		} and {
			JPeter
		} and {
			Paul
		}}
		
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			69
			1
			
			,
	year={1993}
		
	
	,
	note={That would markedly 20}

}

@incollection{b20,
	
	
		,
	title={{SERVQUAL: Review, critique, research agenda}}
		,
	author={{
			FrancesButtle
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			30
			1
			
			,
	year={1996}
		
	

}

@incollection{b21,
	
	
		,
	title={{Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions}}
		,
	author={{
			JamesMCarman
		}}
	
	
		,
	journal={{Journal of Retailing}}
		
			66
			1
			
			,
	year={1990}
		
	

}

@incollection{b22,
	
	
		,
	title={{Service loyalty: the effects of service quality and the mediating role of customer satisfaction}}
		,
	author={{
			ACaruana
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			36
			
			,
	year={2002}
		
	

}

@incollection{b23,
	
	
		,
	title={{The validity of the SERVQUAL and SERVPERF scales: A meta-analytic view of 17 years of research across five continents}}
		,
	author={{
			FrancoisACarrillat
		} and {
			FernandoJaramillo
		} and {
			JayPMulki
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			18
			5
			
			,
	year={2007}
		
	

}

@incollection{b24,
	
	
		,
	title={{How moment of truth define bank-customer relationship}}
		,
	author={{
			ChakravartySugato
		} and {
			W
		}}
		
	
	
		,
	journal={{Journal of Retail Banking Services}}
		
			18
			1
			
			,
	year={1996}
		
	

}

@incollection{b25,
	
	
		,
	title={{Service quality dimensionality: A study of the Indian banking sector}}
		,
	author={{
			ChoudhuryKoushiki
		}}
	
	
		,
	journal={{Journal of Asia-Pacific Business}}
		
			8
			4
			
			,
	year={2007}
		
	

}

@book{b26,
	
	
		,
	title={{Relationship marketing: Creating stakeholder value}}
		,
	author={{
			MChristopher
		} and {
			APayne
		} and {
			DBallantyne
		}}
		
		
		
			,
	year={2002}
			,
	address={Butterworth-Heinemann, Jordan Hill, Oxford}
		
	

}

@incollection{b27,
	
	
		,
	title={{An investigation into the determinants of customer satisfaction}}
		,
	author={{
			Churchill
		} and {
			CarolSurprenant
		}}
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			19
			
			,
	year={1982}
		
	

}

@incollection{b28,
	
	
		,
	title={{Measuring service quality: A re-examination and extension}}
		,
	author={{
			JCronin
		} and {
			Joseph
		} and {
			StevenATaylor
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			3
			
			,
	year={1992}
		
	

}

@incollection{b29,
	
	
		,
	title={{SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality}}
		,
	author={{
			JrJCronin
		} and {
			Joseph
		} and {
			StevenATaylor
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@incollection{b30,
	
	
		,
	title={{Building and Maintaining Quality in the Service Relationships}}
		,
	author={{
			LACrosby
		}}
	
	
		,
	booktitle={{Service Quality: Multi-disciplinary and Multi-national Perspectives}}
				,
	editor={
			SWBrown
			EGummesson
			BEdvardsson
			BGustavsson
		}
		Lexington Books, Lexington, MA
		
			,
	year={1991}
		
	

}

@incollection{b31,
	
	
		,
	title={{A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study}}
		,
	author={{
			PratibhaADabholkar
		} and {
			CShepherd
		} and {
			David
		} and {
			DayleIThorpe
		}}
		
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			76
			2
			
			,
	year={2000}
		
	

}

@incollection{b32,
	
	
		,
	title={{Efficiency, customer service and financial performance among Australian financial institutions}}
		,
	author={{
			EDuncan
		} and {
			GElliott
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			22
			5
			
			,
	year={2004}
		
	

}

@incollection{b33,
	
	
		,
	title={{Customer expectations and perceptions across the Indian banking industry and the resultant financial implications}}
		,
	author={{
			KirtiDutta
		} and {
			AnilDutta
		}}
		
	
	
		,
	journal={{Journal of Services Research}}
		
			9
			1
			
			,
	year={2009}
		
	

}

@book{b34,
	
	
		,
	title={{Consumer Behaviour: Advances and Applications in Marketing}}
		,
	author={{
			REast
		}}
		
			,
	year={1997}
			,
	publisher={Prentice-Hall}
			,
	address={London}
		
	

}

@book{b35,
	
	
		,
	title={{An expanded model of the service encounter with emphasis on cultural context}}
		,
	author={{
			BEdvardsson
		} and {
			BGustavsson
		} and {
			DRiddle
		}}
		
		
		89: 4
		
			,
	year={1991}
			,
	address={Sweden}
		
		
			CTF Services Research Centre, University of Karlstad
		
	
	,
	note={Working Paper}

}

@incollection{b36,
	
	
		,
	title={{Measuring service quality in the travel and tourism industry}}
		,
	author={{
			GavinRFick
		} and {
			JRRitchie
		} and {
			Brent
		}}
		
		
	
	
		,
	journal={{Journal of Travel Research}}
		
			30
			2
			
			,
	year={1991}
		
	

}

@incollection{b37,
	
	
		,
	title={{Measuring the perceived quality of professional business services}}
		,
	author={{
			KimDFreeman
		} and {
			JackDart
		}}
		
	
	
		,
	journal={{Journal of Professional Services Marketing}}
		
			9
			1
			
			,
	year={1993}
		
	

}

@incollection{b38,
	
	
		,
	title={{Segmenting retail banking customers}}
		,
	author={{
			RonGarland
		}}
	
	
		,
	journal={{Journal of Financial Services Marketing}}
		
			10
			2
			
			,
	year={2005}
		
	

}

@incollection{b39,
	
	
		,
	title={{Customer expectations and perceptions of service quality in apparel retailing}}
		,
	author={{
			KathrynGagliano
		} and {
			Bishop
		} and {
			JanHathcote
		}}
		
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			8
			1
			
			,
	year={1994}
		
	

}

@incollection{b40,
	
	
		,
	title={{A service quality model and its marketing implications?}}
		,
	author={{
			ChristianGrönroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			18
			1
			
			,
	year={1984}
		
	

}

@incollection{b41,
	
	
		,
	title={{Service quality: The six criteria of good perceived service quality}}
		,
	author={{
			ChristianGrönroos
		}}
	
	
		,
	journal={{Review of Business}}
		
			9
			3
			
			,
	year={1988}
		
	

}

@book{b42,
	
	
		,
	title={{Service Management and Marketing}}
		,
	author={{
			ChristianGrönroos
		}}
		
			,
	year={1990}
			,
	address={Lexington Books, Lexington, MA}
		
	

}

@incollection{b43,
	
	
		,
	title={{The management of customer contact service employees: An empirical investigation}}
		,
	author={{
			MichaelDHartline
		} and {
			OCFerrell
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			69
			
			,
	year={1996}
		
	

}

@book{b44,
	
	
		,
	title={{}}
		,
	author={{
			SandipHazra
		} and {
			Ghosh
		}}
		
		
	

}

@incollection{b45,
	
	
		,
	title={{Impact of service quality on customer loyalty, commitment and trust in the Indian banking sector}}
		,
	author={{
			KailashB LSrivastava
		}}
	
	
		,
	journal={{The IUP Journal of Marketing Management}}
		
			8
			3 & 4
			
			,
	year={2009}
		
	

}

@incollection{b46,
	
	
		,
	title={{Measuring service quality and its relationship to future consumer behavior}}
		,
	author={{
			DeanEHeadley
		} and {
			JStephen
		} and {
			Miller
		}}
		
		
	
	
		,
	journal={{Marketing Health Services}}
		
			13
			4
			
			,
	year={1993}
		
	

}

@incollection{b47,
	
	
		,
	title={{Measuring perceived service quality at UAE commercial banks}}
		,
	author={{
			NaceurJabnoun
		} and {
			Al-Tamimi
		} and {
			HusseinAHassan
		}}
		
		
	
	
		,
	journal={{The International Journal of Quality and Reliability Management}}
		
			20
			4 & 5
			
			,
	year={2003}
		
	

}

@incollection{b48,
	
	
		,
	title={{Developing the determinants of service quality}}
		,
	author={{
			RJohnston
		} and {
			RSilvestro
		} and {
			LFitzgerald
		} and {
			CVoss
		}}
		
		
		
	
	
		,
	booktitle={{Marketing, Operations and Human Resources Insights into Services, 1st International Research Seminar on Services Management}}
				,
	editor={
			ELangeard
			PEiglier
		}
		IAE, Aix-en-Provence
		
			,
	year={1990}
			
		
	

}

@incollection{b49,
	
	
		,
	title={{Contact management and customer loyalty}}
		,
	author={{
			HenryJones
		} and {
			JillianFarquhar
		} and {
			Dawes
		}}
		
		
	
	
		,
	journal={{Journal of Financial Services Marketing}}
		
			8
			1
			
			,
	year={2003}
		
	

}

@book{b50,
	
	
		,
	title={{}}
		,
	author={{
			MKhan
		} and {
			Sadique
		}}
		
		
	

}

@incollection{b51,
	
	
		,
	title={{Service quality evaluation in internet banking: An empirical study in India}}
		,
	author={{
			SibaMahapatra
		} and {
			Sankar
		} and {
			Sreekumar
		}}
		
		
	
	
		,
	journal={{Int. J}}
		
			,
	year={2009}
		
	

}

@incollection{b52,
	
	
		,
	title={{}}
	
	
		,
	journal={{Indian Culture and Business Management}}
		
			2
			1
			
		
	

}

@incollection{b53,
	
	
		,
	title={{Measuring efficiency, effectiveness and performance of Indian public sector banks}}
		,
	author={{
			SunilKumar
		} and {
			RachitaGulati
		}}
		
	
	
		,
	journal={{International Journal of Productivity and Performance Management}}
		
			59
			1
			
			,
	year={2010}
		
	

}

@incollection{b54,
	
	
		,
	title={{Measuring service quality: an empirical analysis in Hong Kong}}
		,
	author={{
			SimonSingLam
		} and {
			Kwong
		}}
		
	
	
		,
	journal={{International Journal of Management}}
		
			12
			2
			
			,
	year={1995}
		
	

}

@incollection{b55,
	
	
		,
	title={{Measuring service quality in clubs: An application of the SERVQUAL instrument}}
		,
	author={{
			TLam
		} and {
			AWong
		} and {
			SYeung
		}}
		
		
	
	
		,
	journal={{Journal of Hospitality Marketing}}
		
			4
			1
			
			,
	year={1997}
		
	

}

@incollection{b56,
	
	
		,
	title={{Customers' perceptions of service quality in financial institutions}}
		,
	author={{
			GLeblanc
		} and {
			NNguyen
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			6
			4
			
			,
	year={1988}
		
	

}

@incollection{b57,
	
	
		,
	title={{The determinants of perceived service quality and its relationship with satisfaction}}
		,
	author={{
			TLee
		} and {
			YLee
		} and {
			DYoo
		}}
		
		
	
	
		,
	journal={{The Journal of Services Marketing}}
		
			14
			3
			
			,
	year={2000}
		
	

}

@incollection{b58,
	
	
		,
	title={{Relationships among service quality, customer satisfaction and profitability in the Taiwanese banking industry}}
		,
	author={{
			MingLee
		} and {
			Chang
		} and {
			ISHwan
		}}
		
		
	
	
		,
	journal={{International Journal of Management}}
		
			22
			4
			
			,
	year={2005}
		
	

}

@incollection{b59,
	
	
		,
	title={{Determinants of customer satisfaction in retail banking}}
		,
	author={{
			TLevesque
		} and {
			GH GMcdougall
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			14
			7
			
			,
	year={1996}
		
	

}

@incollection{b60,
	
	
		,
	title={{Quality in the service sector: a review}}
		,
	author={{
			BarbaraRLewis
		}}
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			7
			5
			
			,
	year={1989a}
		
	

}

@incollection{b61,
	
	
		,
	title={{Defining and measuring the quality of customer service}}
		,
	author={{
			BarbaraRLewis
		} and {
			VincentMMitchell
		}}
		
	
	
		,
	booktitle={{Marketing Intelligence and Planning}}
				
			,
	year={1990}
			8
			
		
	

}

@incollection{b62,
	
	
		,
	title={{Customer care in service organizations}}
		,
	author={{
			BarbaraRLewis
		}}
	
	
		,
	journal={{Management Decision}}
		
			29
			1
			
			,
	year={1991}
		
	

}

@incollection{b63,
	
	
		,
	title={{Diagnosing perceived quality in the medical service channel}}
		,
	author={{
			JaneWLicata
		} and {
			CJohn
		} and {
			GoutamMowen
		} and {
			Chakraborty
		}}
		
		
		
	
	
		,
	journal={{Journal of Health Care Marketing}}
		
			15
			4
			
			,
	year={1995}
		
	

}

@incollection{b64,
	
	
		,
	title={{A study of patients' expectations and satisfaction in Singapore hospitals}}
		,
	author={{
			PuayLim
		} and {
			Cheng
		} and {
			NelsonK HTang
		}}
		
		
	
	
		,
	journal={{International Journal of Health Care Quality Assurance}}
		
			13
			7
			
			,
	year={2000}
		
	

}

@incollection{b65,
	
	
		,
	title={{Evaluating health care quality: The moderating role of outcomes}}
		,
	author={{
			RichardSLytle
		} and {
			PMichael
		} and {
			Mokwa
		}}
		
		
	
	
		,
	journal={{Journal of Health Care Marketing}}
		
			12
			1
			
			,
	year={1992}
		
	

}

@incollection{b66,
	
	
		,
	title={{A comparison of four multi-attribute models in the prediction of consumer attitudes}}
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	author={{
			MichaelBMazis
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			2
			
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	year={1975}
		
	

}

@incollection{b67,
	
	
		,
	title={{A revised view of service quality dimensions: An empirical investigation}}
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	year={1994}
		
	

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@incollection{b68,
	
	
		,
	title={{Service quality in retailing: Relative efficiency of alternative measurement scales for different product-service environments}}
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			Lalwani
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			28
			2
			
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	year={2000}
		
	

}

@incollection{b69,
	
	
		,
	title={{Customer satisfaction with service quality: An empirical study of public and private sector banks}}
		,
	author={{
			PoojaMengi
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			8
			9
			
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	year={2009}
		
	

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@incollection{b70,
	
	
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			8
			11
			
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	year={2009}
		
	

}

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			5
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}

@incollection{b74,
	
	
		,
	title={{Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank}}
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			KNewman
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			19
			3
			
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}

@incollection{b75,
	
	
		,
	title={{Student perceptions of service quality in a UK university business and management faculty}}
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			BrendaMOldfield
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			8
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}

@incollection{b76,
	
	
		,
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			RichardLOliver
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}

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		,
	title={{A conceptual model of service quality and its implications for future research}}
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	author={{
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@incollection{b79,
	
	
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	author={{
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	title={{Alternative scales for measuring service quality: A comparative assessment based on psychometric and diagnostic criteria}}
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	author={{
			AParasuraman
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}

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		,
	title={{Measuring retail service quality: An empirical assessment of the instrument}}
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			Parikh Darshan
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			SusanEPariseau
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}

@incollection{b83,
	
	
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		,
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}

@incollection{b86,
	
	
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}

@incollection{b87,
	
	
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@incollection{b88,
	
	
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}

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	title={{Service quality perceptions in financial services -A case study of banking services}}
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	title={{Customer perception of banking service quality: A study of State Bank of India}}
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	title={{Service quality in a cellular telecommunications company: A South African experience}}
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@incollection{b101,
	
	
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	title={{The antecedents of service quality and product quality and their influences on bank reputation: evidence from banking industry in China}}
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			13
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}

@incollection{b102,
	
	
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	title={{Measuring service quality in a hospital colposcopy clinic}}
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}

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		,
	title={{Comparative service quality: German and American ratings across service settings}}
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		,
	title={{Modeling consumer satisfaction processes using experience-based norms}}
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	author={{
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@incollection{b106,
	
	
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@incollection{b109,
	
	
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@incollection{b110,
	
	
		,
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}