@incollection{,
	
					
					
					6E4490D679DE5893A55D1E096C475B08
				,
	author={{K.R.N.Harshani} and {AliKhatibi} and {S.M.FerdousAzam} and {Management and Science University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1981116
}

@incollection{b0,
	
	
		,
	title={{User experience (UX) in libraries: let's get physical (and digital)}}
		,
	author={{
			LAppleton
		}}
	
	
		,
	journal={{Insights}}
		
			3
			29
			,
	year={2016}
		
	

}

@incollection{b1,
	
	
		,
	title={{An experimental study of customer effort, expectation, and satisfaction}}
		,
	author={{
			RNCardozo
		}}
	
	
		,
	journal={{Journal of marketing research}}
		
			2
			3
			
			,
	year={1965}
		
	

}

@book{b2,
	
	
		,
	title={{Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments}}
		,
	author={{
			JJCronin
		} and {
			MKBrady
		} and {
			GT MHult
		}}
		
		
		
			,
	year={2000}
		
	

}

@incollection{b3,
	
	
		,
	title={{Measuring service quality: A reexamination and extension}}
		,
	author={{
			JJCronin
		} and {
			Jr
		} and {
			SATaylor
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			3
			
			,
	year={1992}
		
	

}

@incollection{b4,
	
	
		,
	title={{Library services for the future: engaging with our customers to determine wants and needs}}
		,
	author={{
			REsson
		} and {
			AStevenson
		} and {
			MGildea
		} and {
			SRoberts
		}}
		
		
		
	
	
		,
	journal={{Library management}}
		
			8/9
			
			,
	year={2012}
		
	

}

@incollection{b5,
	
	
		,
	title={{A multipleindicator approach to municipal service evaluation: correlating performance measurement and citizen satisfaction across jurisdictions}}
		,
	author={{
			JMKelly
		} and {
			DSwindell
		}}
		
	
	
		,
	journal={{Public Administration Review}}
		
			62
			5
			
			,
	year={2002a}
		
	

}

@incollection{b6,
	
	
		,
	title={{A cognitive model of the antecedents and consequences of satisfaction decisions}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing Research}}
		
			17
			4
			
			,
	year={1980}
		
	

}

@incollection{b7,
	
	
		,
	title={{Measurement and evaluation of satisfaction processes in retail settings}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Retailing}}
		
			57
			2
			
			,
	year={1981}
		
	

}

@incollection{b8,
	
	
		,
	title={{A conceptual model of service quality and service satisfaction: compatible goals, different concepts}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	booktitle={{Advances in Services Marketing and Management: Research and Practice}}
				
			,
	year={1993}
			2
			
		
	

}

@incollection{b9,
	
	
		,
	title={{Measurement and evaluation of satisfaction processes in retail settings}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Retailing}}
		
			57
			2
			
			,
	year={1997}
		
	

}

@incollection{b10,
	
	
		,
	title={{Students' Perceived Quality of Library Facilities and Services in Nigerian Private Universities}}
		,
	author={{
			AOOluwunmi
		} and {
			ODDurodola
		} and {
			CAAjayi
		}}
		
		
	
	
		,
	journal={{Journal of Education and Training Studies}}
		
			4
			5
			
			,
	year={2016}
		
	

}

@book{b11,
	
	
		,
	title={{}}
		,
	author={{
			UmaSekaran
		} and {
			RogerBougie
		}}
		
		
			,
	year={2014}
			,
	publisher={Wiley}
			,
	address={New Delhi}
		
	

}

@incollection{b12,
	
	
		,
	title={{The challenges and opportunities of marketing academic libraries in the USA Experiences of US academic libraries with global application}}
		,
	author={{
			HHSpalding
		} and {
			JWang
		}}
		
	
	
		,
	journal={{Library Management}}
		
			27
			7
			
			,
	year={2006}
		
	

}

@incollection{b13,
	
	
		,
	title={{An empircal examination of a model of perceived strategies}}
		,
	author={{
			RASpreng
		} and {
			RDMackoy
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			85
			1
			
			,
	year={1996}
		
	

}

@book{b14,
	
	
		stat_2017/ Chapter%205.pdf
		,
	title={{Sri Lanka Tourism Development Authority (n.d.), "History (web article)", available at: www.sltda.lk/ history}}
				
			,
	year={December 2016}
			15
		
	

}

@incollection{b15,
	
	
		,
	title={{Exploring the influence of store attributes on customer experience and customer engagement}}
	
	
		,
	journal={{International Journal of Retail & Distribution Management}}
		
			45
			11
			
			,
	year={2017}
		
		
			Suhaily Mohd-Ramly, Nor Asiah Omar
		
	

}

@incollection{b16,
	
	
		,
	title={{The experiential dimensions of internet shopping: an ethnographic analysis of online store websites}}
		,
	author={{
			LSSun
		}}
	
	
		,
	journal={{Asian Journal of Communication}}
		
			12
			2
			
			,
	year={2002}
		
	

}

@incollection{b17,
	
	
		,
	title={{Expectations, performance, and citizen satisfaction with urban services}}
		,
	author={{
			GGVan Ryzin
		}}
	
	
		,
	journal={{Journal of Policy Analysis and Management}}
		
			23
			3
			
			,
	year={2004}
		
	

}

@incollection{b18,
	
	
		,
	title={{Expectation disconfirmation and technology adoption: polynomial modeling and response surface analysis}}
		,
	author={{
			VVenkatesh
		} and {
			SGoyal
		}}
		
	
	
		,
	journal={{MIS Quarterly}}
		
			20
			7
			
			,
	year={2010}
		
	

}

@incollection{b19,
	
	
		,
	title={{A critical review of consumer satisfaction}}
		,
	author={{
			YYi
		}}
	
	
		,
	journal={{Review of Marketing}}
		
			4
			1
			
			,
	year={1990}
		
	

}

@incollection{b20,
	
	
		,
	title={{Effective techniques for the promotion of library services and resources}}
		,
	author={{
			ZYi
		}}
	
	
		,
	journal={{An International Electronic Journal}}
		
			21
			1
			
			,
	year={2016}
		
	

}

@book{b21,
	
	
		,
	title={{Services marketing: Integrating customer focus across the firm}}
		,
	author={{
			VAZeithaml
		} and {
			MJBitner
		}}
		
		
			,
	year={2003}
			,
	publisher={McGraw-Hill}
			,
	address={New York}
		
	

}

@book{b22,
	
	
		,
	title={{Delivering Quality Service}}
		,
	author={{
			VAZeithaml
		} and {
			AParasuraman
		} and {
			LLBerry
		}}
		
		
		
			,
	year={1990}
			,
	publisher={Free Press}
			,
	address={New York, NY}
		
	

}

@incollection{b23,
	
	
		,
	title={{The antecedents and consequences of e-service quality for online banking}}
		,
	author={{
			JDZhu
		} and {
			CLin
		}}
		
	
	
		,
	journal={{Social Behavior and Personality}}
		
			38
			4
			
			,
	year={2010}
		
	

}

@incollection{b24,
	
	
		,
	title={{The quality of health care and patient satisfaction: an exploratory investigation of the 5Qs model at some Egyptian and Jordanian medical clinics}}
		,
	author={{
			MZineldin
		}}
	
	
		,
	journal={{International Journal of Health Care Quality Assurance}}
		
			19
			1
			
			,
	year={2006}
		
	

}