@incollection{,
	
					
					
					E3D52B4D62000A639C1726631326BD81
				,
	author={{HussainA.S.A.A} and {Sivathmajasarma.J} and {AbeysekaraA.M.K} and {HansaniH.L.U} and {S.Thelijjagoda} and {W.D.N.Madhavika}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}20112329
}

@incollection{b0,
	
	
		,
	title={{A Review of Telecommunications Service Quality Dimensions}}
		,
	author={{
			AAbd-Elrahman
		}}
	
	
		,
	journal={{Sch J Appl Sci Res}}
		
			1
			1
			
			,
	year={2017}
		
	

}

@incollection{b1,
	
	
		,
	title={{Relationship marketing in private banking in South Africa}}
		,
	author={{
			RAbratt
		} and {
			JRussell
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			17
			1
			
			,
	year={1999}
		
	

}

@incollection{b2,
	
	
		,
	title={{Service Quality on customer Value: perspective from Rural Banking Sectors in Bandung}}
		,
	author={{
			Affandi
		} and {
			TSuhidayat
		} and {
			Azhar
		}}
		
		
	
	
		,
	journal={{Indonesia. Bandung, Indoesia: International journal of Academic Research in Business and Social Sciences}}
		
			,
	year={2016}
		
	

}

@incollection{b3,
	
	
		,
	title={{Effect of Service Quality on Customer Satisfaction: An Empirical Study of Customers who have Bank Accounts in both Public and Private Banks in Sri Lanka}}
		,
	author={{
			WPAnjalika
		} and {
			HMPriyantha
		}}
		
	
	
		,
	journal={{International Journal of Marketing and Technology}}
		
			8
			1
			
			,
	year={2018. 01 January}
		
	

}

@incollection{b4,
	
	
		,
	title={{2000) 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
			
		
	

}

@incollection{b5,
	
	
		,
	title={{Service Quality and the Mediating Effect of Corporate Image on the Relationship between Customer Satisfaction and Customer Loyalty in the Malaysian Hotel Industry}}
		,
	author={{
			LBCheng
		} and {
			MZRashid
		}}
		
	
	
		,
	journal={{Gadjah Mada International Journal of Business}}
		
			15
			2
			
			,
	year={2013}
		
	

}

@incollection{b6,
	
	
		,
	title={{Making reliability reliable: a systematic approach to reliability coefficients}}
		,
	author={{
			ECho
		}}
		10.1177/109442811665623
		
	
	
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	journal={{Organ. Res. Methods}}
		
			19
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	year={2016}
		
	

}

@incollection{b7,
	
	
		,
	title={{) the role of technology readiness in customers' perception and adoption of self-service technologies}}
		,
	author={{
			J.-SLChris
		} and {
			PHsieh
		}}
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			17
			
			,
	year={2006}
		
	

}

@incollection{b8,
	
	
		,
	title={{) the Impact of Service Quality and Service Characteristics on Customer Retention: Small Businesses and their Banks in the UK}}
		,
	author={{
			ETChristine
		} and {
			BRMartin
		}}
		
	
	
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@incollection{b9,
	
	
		,
	title={{Coefficient alpha and the internal structure of tests}}
		,
	author={{
			LJCronbach
		}}
		10.1007/BF02310555
		
	
	
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}

@book{b10,
	
	
		,
	title={{Unleash potential through effective service quality determinants. Bouncing back: opportunities unleashed: the 21st anniversary convention of Association of Professional Bankers}}
		,
	author={{
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		} and {
			V
		}}
		
		
			,
	year={2009}
			
		
	

}

@book{b11,
	
	
		,
	title={{Does trust in the bank build trust in its technology based channels}}
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		}}
		
		
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	year={2008}
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	,
	note={Journal of financial services marketing}

}

@incollection{b12,
	
	
		,
	title={{Service Quality and Customer Satisfaction in Selected Banks in Rwanda}}
		,
	author={{
			RFelix
		}}
	
	
		,
	journal={{Journal of business & financial affairs}}
		
			6
			1
			
			,
	year={2017}
		
	

}

@incollection{b13,
	
	
		,
	title={{A study on customer perception on service quality in commercial banks: An empirical study}}
		,
	author={{
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		}}
		
	
	
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	journal={{ZENITH International journal of multidisciplinary research}}
		
			3
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	year={2013}
		
	

}

@incollection{b14,
	
	
		,
	title={{Service characteristics and customer satisfaction in the container liner shipping industry}}
		,
	author={{
			EHirata
		}}
		10.1016/j.ajsl.2019.03.004
		
	
	
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	journal={{Asian J. Shipp. Logist}}
		
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}

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	title={{Customers perceptions of service quality dimensions in the indonesian banking industry: An empirical study. journal of indonesian economy and business}}
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	author={{
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		} and {
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		}}
		
		
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	year={2015}
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@incollection{b16,
	
	
		,
	title={{Customer perception of service quality in the retail bnking sector}}
		,
	author={{
			RKumari
		}}
	
	
		,
	journal={{European journal of business and management}}
		
			3
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			,
	year={2011}
		
	

}

@book{b17,
	
	
		,
	title={{Customer satisfaction and service quality perception of technology based banking services; A study on selected public sector banks in india. Global journal of management and business research; E marketing}}
		,
	author={{
			RKumar
		} and {
			AMittal
		}}
		
		
			,
	year={2015}
			15
			
		
	

}

@incollection{b18,
	
	
		,
	title={{The effects of free banking on overall satisfaction: the use of automated teller machines}}
		,
	author={{
			GMark
		} and {
			MLuiz
		}}
		
	
	
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@incollection{b19,
	
	
		,
	title={{Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank}}
		,
	author={{
			KNewman
		}}
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			19
			3
			
			,
	year={2001}
		
	

}

@incollection{b20,
	
	
		,
	title={{SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			VZeithaml
		} and {
			LBerry
		}}
		
		
	
	
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	journal={{journal of retailing}}
		
			64
			1
			140
			,
	year={2002}
		
	

}

@incollection{b21,
	
	
		,
	title={{A Conceptual Model of Service Quality and Its Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			AVZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
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	journal={{The Journal of Marketing}}
		
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	year={1985}
		
	

}

@incollection{b22,
	
	
		,
	title={{Private and public banks: a comparison of customer expectations and perceptions}}
		,
	author={{
			KPeter
		} and {
			VVassilis
		}}
		
	
	
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	journal={{International journal of bank marketing}}
		
			15
			7
			
			,
	year={1997}
		
	

}

@incollection{b23,
	
	
		,
	title={{Significance of service quality and customer satisfaction in Zimbambwe's banking sector}}
		,
	author={{
			VPiason
		}}
	
	
		,
	journal={{European journal of business and management}}
		
			5
			13
			
			,
	year={2013}
		
	

}

@incollection{b24,
	
	
		,
	title={{The impact of service quality on customer satisfaction, customer loyalty and brand image: Evidence from hotel industry of Pakistan}}
		,
	author={{
			HSaleem
		} and {
			RNSarfraz
		}}
		
	
	
		,
	journal={{Middle East Journal of Scientific Research}}
		
			19
			5
			
			,
	year={2014}
		
	

}

@incollection{b25,
	
	
		,
	title={{Service quality and customer satisfaction: A case study -banking sectors in Jaffna district, Sri Lanka}}
		,
	author={{
			SSivanandamoorthy
		}}
	
	
		,
	journal={{International Journal of Marketing}}
		
			1
			10
			
			,
	year={2012}
		
	

}

@incollection{b26,
	
	
		,
	title={{Service quality in banks-a study in Haryana and Chandigarh}}
		,
	author={{
			KSudesh
		}}
	
	
		,
	journal={{Nice journal of business}}
		
			2
			1
			
			,
	year={2007}
		
	

}

@incollection{b27,
	
	
		,
	title={{A study on customer service quality of banks in Tamilnadu}}
		,
	author={{
			GThangapandi
		} and {
			KGobinath
		}}
		
	
	
		,
	journal={{Indian journal of research}}
		
			5
			5
			
			,
	year={2016}
		
	

}

@incollection{b28,
	
	
		,
	title={{Customers perception on service quality towards satisfaction: An Application of SERVPERF in state sector banks in sri lanka}}
		,
	author={{
			CUshantha
		} and {
			AWWijeratne
		} and {
			KPSamantha
		}}
		
		
	
	
		,
	journal={{European journal of business and management}}
		
			6
			
			,
	year={2014}
		
	

}

@incollection{b29,
	
	
		,
	title={{Customers perception on service quality towards satisfaction: An Application of SERVPERF in state sector banks in sri lanka}}
		,
	author={{
			CUshantha
		} and {
			AWWijeratne
		} and {
			KPSamantha
		}}
		
		
	
	
		,
	journal={{European journal of business and management}}
		
			6
			4
			
			,
	year={2014}
		
	

}

@incollection{b30,
	
	
		,
	title={{Bank service quality in Sri Lanka: A comparative study between public and private sector}}
		,
	author={{
			SYapa
		} and {
			KMHasara
		}}
		
	
	
		,
	journal={{Kuala Lumpur}}
		
			,
	year={2013}
		
	
	,
	note={3rd Asia-Pacific business research conference}

}

@incollection{b31,
	
	
		,
	title={{IT-based services and service quality in consumer banking}}
		,
	author={{
			FXZhu
		} and {
			WWalter
		} and {
			IChen
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			13
			
			,
	year={2002}
		
	

}