@incollection{,
	
					
					
					16B89966126F2B053B1499505114089C
				,
	author={{Jaynal UddinAhmed} and {North Eastern Hill University, India}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2267380
}

@incollection{b0,
	
	
		,
	title={{Customer Perceptions on Service Quality of Private Sector Commercial Banks in India: The Principal Component Analysis}}
		,
	author={{
			AhmedJSultana
		} and {
			M
		}}
		
	
	
		,
	journal={{International Journal of Science and Research}}
		
			11
			11
			
			,
	year={2022}
		
	

}

@incollection{b1,
	
	
		,
	title={{Customer's Satisfaction and Retail Banking: An Assessment of Some of the Key Antecedents of Customer Satisfaction in Retail Banking}}
		,
	author={{
			JAhmed
		}}
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			20
			4
			
			,
	year={2002}
		
	

}

@book{b2,
	
	
		,
	title={{Customer Oriented -A Prerequisite for Banks Success. The Journal of Indian Institute of Bankers (Presently Bank Quest)}}
		,
	author={{
			MKAmbashta
		}}
		
			,
	year={2000}
			71
			
		
	

}

@incollection{b3,
	
	
		,
	title={{Customer Satisfaction, Market Share and Profitability: Findings from Sweden}}
		,
	author={{
			EWAnderson
		} and {
			Fornell
		} and {
			DRLehmann
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@book{b4,
	
	
		,
	title={{Annual Report of Meghalaya Rural Bank, Various Issues}}
		
	

}

@incollection{b5,
	
	
		,
	title={{Application of System Dynamics to Mobile Telecommunication Customer Churn Management}}
		,
	author={{
			PKBanda
		} and {
			STembo
		}}
		
	
	
		,
	journal={{Journal of Telecommunication, Electronic and Computer Engineering}}
		
			9
			3
			
			,
	year={2017}
		
	

}

@incollection{b6,
	
	
		,
	title={{Customer Satisfaction in the Hotel Industry: Meaning and Measurement}}
		,
	author={{
			JBarsky
		} and {
			D
		}}
		
	
	
		,
	journal={{Hospitality Research Journal}}
		
			16
			1
			
			,
	year={1992}
		
	

}

@incollection{b7,
	
	
		,
	title={{Does Customer Satisfaction matter?}}
		,
	author={{
			MA M DBasari
		} and {
			MFShamsudin
		}}
		
	
	
		,
	journal={{Journal of Undergraduate Social Science & Technology}}
		
			2
			1
			
			,
	year={2020}
		
	

}

@incollection{b8,
	
	
		,
	title={{Measuring Customer Satisfaction using SERVQUAL Model -An Empirical Study}}
		,
	author={{
			AKBhatt
		} and {
			DSBhanawat
		}}
		
	
	
		,
	journal={{International Journal of Trend in Research and Development}}
		
			3
			1
			
			,
	year={2016}
		
	

}

@incollection{b9,
	
	
		,
	title={{An Investigation into the Determinants of Consumer Satisfaction}}
		,
	author={{
			GChurchill
		}}
	
	
		,
	journal={{Journal of Marketing Research}}
		
			
			,
	year={1982}
		
	

}

@incollection{b10,
	
	
		,
	title={{SERVPERF versus SERVQUAL -Reconciling performance-based and perceptions minus expectations measurement of service quality}}
		,
	author={{
			J &Cronin
		} and {
			STaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			1
			,
	year={1994}
		
	

}

@incollection{b11,
	
	
		,
	title={{Customer Expectations and Perceptions Across The Indian Banking Industry And The Resultant Financial Implications}}
		,
	author={{
			K &Dutta
		} and {
			ADutta
		}}
		
	
	
		,
	journal={{Journal of Services Research}}
		
			9
			1
			
			,
	year={2009}
		
	

}

@book{b12,
	
	
		,
	title={{Consumer Behaviour: Advances and Applications in Marketing}}
		,
	author={{
			REast
		}}
		
			,
	year={1997}
			,
	publisher={Prentice-Hall}
			,
	address={London}
		
	

}

@incollection{b13,
	
	
		,
	title={{Service Quality and Customer Satisfaction in Selected Banks in Rwanda}}
		,
	author={{
			RFelix
		}}
	
	
		,
	journal={{Journal of Business and Financial Affairs}}
		
			6
			1
			
			,
	year={2017}
		
	

}

@incollection{b14,
	
	
		,
	title={{Transformation of Banks and Bank Services}}
		,
	author={{
			GFranke
		}}
	
	
		,
	journal={{Journal of Institutional and Theoretical Economics}}
		
			154
			1
			
			,
	year={1998}
		
	

}

@incollection{b15,
	
	
		,
	title={{Antecedents of Customer Satisfaction in Internet Banking}}
		,
	author={{
			AGeorge
		} and {
			GS GKumar
		}}
		
	
	
		,
	journal={{Technology Acceptance Model Redefined. Global Business Review}}
		
			14
			
			,
	year={2013}
		
	

}

@book{b16,
	
	
		,
	title={{Report on Customer Service}}
		
			,
	year={1991. December}
		
	

}

@incollection{b17,
	
	
		,
	title={{Report of the Committee on Financial System}}
		,
	author={{
			Govt
		} and {
			India
		}}
		
	
	
		,
	booktitle={{Ministry of Finance}}
				
			,
	year={1991}
		
	
	,
	note={Report of the Narasimham Committee-1}

}

@incollection{b18,
	
	
		,
	title={{Financial Innovations and Technologies: Indian Economy 2020}}
		,
	author={{
			S &Gupta
		} and {
			AAggarwal
		}}
		
	
	
		,
	journal={{IOSR Journal of Business and Management}}
		
			16
			2
			
			,
	year={2014}
		
	

}

@book{b19,
	
	
		,
	title={{The Influence of Service Quality on Customer Satisfaction and Loyalty in B2B Technology Service Industry, Total Quality Management & Business Excellence}}
		,
	author={{
			PLHuang
		} and {
			BC YLee
		} and {
			CCChen
		}}
		
		
		
			,
	year={2019}
			30
			
		
	

}

@incollection{b20,
	
	
		,
	title={{Customer Satisfaction in the Indian Banking Sector: A Study}}
		,
	author={{
			V &Jham
		} and {
			KMKhan
		}}
		
	
	
		,
	journal={{IIMB Management Review}}
		
			,
	year={2008. March}
		
	

}

@book{b21,
	
	
		,
	title={{Customers Orientation towards Banking Services in Urban Areas of Punjab, Business Vision}}
		,
	author={{
			R &Kansal
		} and {
			MSingh
		}}
		
		
			,
	year={2007}
			,
	publisher={Serial Publication}
			
			,
	address={New Delhi}
		
	

}

@incollection{b22,
	
	
		,
	title={{Service Quality Perceptions and Overall Satisfaction}}
	
	
		,
	journal={{Tourism and Hospitality Research}}
		
			8
			4
			
		
	

}

@incollection{b23,
	
	
		,
	title={{Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model}}
		,
	author={{
			AGKhan
		} and {
			RPLima
		} and {
			MMahmud
		}}
		
		
	
	
		,
	journal={{Global Business Review}}
		
			22
			1
			
			,
	year={2021}
		
	

}

@incollection{b24,
	
	
		,
	title={{Factors leading to the adoption of business continuity management (BCM) in Malaysia}}
		,
	author={{
			LKim
		} and {
			AAmran
		}}
		
	
	
		,
	journal={{Global Business and Management Research}}
		
			10
			1
			
			,
	year={2018}
		
	

}

@incollection{b25,
	
	
		,
	title={{Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology}}
		,
	author={{
			MSKrishnan
		} and {
			VRamaswamy
		} and {
			MMeyer
		} and {
			PC & Damien
		}}
		
		
		
	
	
		,
	journal={{Management Science: Performance of Financial Institutions}}
		
			45
			9
			
			,
	year={1999}
		
	

}

@incollection{b26,
	
	
		,
	title={{The Interrelationships Among Service Quality, Customer Satisfaction, and Customer Loyalty: An examination of the fast-food industry}}
		,
	author={{
			WKLiu
		} and {
			YSLee
		} and {
			LMHung
		}}
		
		
	
	
		,
	journal={{Journal of Foodservice Business Research}}
		
			20
			2
			
			,
	year={2016}
		
	

}

@incollection{b27,
	
	
		,
	title={{Review on Factors Affecting Customer Churn in Telecom sector}}
		,
	author={{
			VMahajan
		} and {
			RMisra
		} and {
			RMahajan
		}}
		
		
	
	
		,
	journal={{International Journal of Data Analysis Techniques and Strategies}}
		
			9
			2
			
			,
	year={2017}
		
	

}

@incollection{b28,
	
	
		,
	title={{Technological Innovations in Indian Banking Sector: Changed face of Banking}}
		,
	author={{
			SMalik
		}}
	
	
		,
	journal={{International Journal of Advance Research in Computer Science and Management Studies}}
		
			2
			6
			
			,
	year={2014}
		
	

}

@incollection{b29,
	
	
		,
	title={{Service Quality and Rural Bank Customer Satisfaction in Adamawa State}}
		,
	author={{
			HIMohammad
		} and {
			KMYakubu
		} and {
			FBawuro
		} and {
			BMagaji
		}}
		
		
		
	
	
		,
	journal={{Nigeria. European Journal of Business and Social Sciences}}
		
			5
			4
			
			,
	year={2016}
		
	

}

@incollection{b30,
	
	
		,
	title={{Service Quality Assessment of 4-star hotels in Darwin}}
		,
	author={{
			A &Mohsin
		} and {
			CRyan
		}}
		
	
	
		,
	journal={{Journal of Hospitality and Tourism Management}}
		
			,
	year={2005. April 01. 2005}
		
	

}

@incollection{b31,
	
	
		,
	title={{Technological Innovations, Service Quality and Customer Satisfaction in Cameroons' Mobile Telecommunication Industry}}
		,
	author={{
			SCMolem
		} and {
			AkumeABihkongnyuy
		} and {
			BP
		}}
		
		
	
	
		,
	journal={{International Journal of Scientific Engineering and Research}}
		
			6
			1
			
			,
	year={2018}
		
	

}

@incollection{b32,
	
	
		,
	title={{Service Quality Delivery and Its Impact on Customer Satisfaction in the Banking Sector in Malaysia}}
		,
	author={{
			JMunusamy
		} and {
			Chelliah
		} and {
			HWMun
		}}
		
		
	
	
		,
	journal={{International Journal of Innovation, Management and Technology}}
		
			1
			4
			
			,
	year={2010}
		
	

}

@incollection{b33,
	
	
		,
	title={{Diagnosing the Zone of Tolerance for Hotel Services}}
		,
	author={{
			H &Nadiri
		} and {
			KHussain
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			15
			3
			261
			,
	year={2005}
		
	

}

@incollection{b34,
	
	
		,
	title={{The banker's perspective on Internet Banking}}
		,
	author={{
			RNath
		} and {
			Schrick
		} and {
			MParzinger
		}}
		
		
	
	
		,
	journal={{E-Service Journal}}
		
			1
			1
			
			,
	year={2001}
		
	

}

@incollection{b35,
	
	
		,
	title={{Customer Satisfaction in the Banking Sector: The Case of North Cyprus}}
		,
	author={{
			NOzatac
		} and {
			Saner
		} and {
			ZSSen
		}}
		
		
	
	
		,
	journal={{Procedia Economics and Finance}}
		
			39
			
			,
	year={2015}
		
	

}

@incollection{b36,
	
	
		,
	title={{A Conceptual Model of Service Quality and its Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			VZeithaml
		} and {
			LBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			
			,
	year={1985}
		
	

}

@incollection{b37,
	
	
		,
	title={{SERVQUAL: A Multiple Item Scale for Measuring Customer Perception of Service Quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LJBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			
			,
	year={1988}
		
	

}

@incollection{b38,
	
	
		,
	title={{Understanding service quality: insights from the literature}}
		,
	author={{
			GPrakash
		}}
	
	
		,
	journal={{Journal of Advances in Management Research}}
		
			16
			1
			
			,
	year={2019}
		
	

}

@book{b39,
	
	
		,
	title={{Customer Service in Banks. Banking Finance}}
		,
	author={{
			.B RReddy
		} and {
			SReddy
		} and {
			BSakunthala
		}}
		
		
		
			,
	year={2000}
			
		
	

}

@incollection{b40,
	
	
		,
	title={{}}
	
	
		,
	journal={{Report of Talwar Committee}}
		
			,
	year={1975}
		
	

}

@incollection{b41,
	
	
		,
	title={{Developing a Service Quality Questionnaire for the Hotel Industry in Mauritius}}
		,
	author={{
			R &Roshnee
		} and {
			RFowdar
		}}
		
	
	
		,
	journal={{Journal of Vacation Marketing}}
		
			13
			1
			21
			,
	year={2007}
		
	

}

@incollection{b42,
	
	
		,
	title={{Service Quality: Insights and Managerial Implications from the Frontier}}
		,
	author={{
			RRust
		} and {
			RLOliver
		}}
		
	
	
		,
	booktitle={{Service Quality: New Directions in Theory and Practice}}
				,
	editor={
			RTRust
			RLOliver
		}
		Thousand Oaks
		
			,
	publisher={Sage Publications}
			,
	year={1994}
			
		
	

}

@book{b43,
	
	
		,
	title={{Client Perceptions of Hotels -A Multi-attribute Approach, Tourism Management}}
		,
	author={{
			F &Saleh
		} and {
			CRyan
		}}
		
		
			,
	year={1992}
			13
			
		
	

}

@incollection{b44,
	
	
		,
	title={{A Study on Impact of Switching Cost on Customer Satisfaction for Internet Banking Services at Commercial Banks in Batticaloa}}
		,
	author={{
			NSanjeepan
		}}
	
	
		,
	journal={{International Journal of Economics & Management Sciences}}
		
			6
			2
			
			,
	year={2017}
		
	

}

@incollection{b45,
	
	
		,
	title={{The Relationship Between Service Quality and Customer Satisfaction-A Factor Specific Approach}}
		,
	author={{
			GSSureshchandar
		} and {
			Rajendran
		} and {
			RNAnantharaman
		}}
		
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			16
			4
			
			,
	year={2002}
		
	

}

@incollection{b46,
	
	
		,
	title={{Perceived service quality -Analysing relationships among employees, customers, and financial performance}}
		,
	author={{
			DKYoo
		} and {
			JAPark
		}}
		
	
	
		,
	journal={{International Journal of Quality & Reliability Management}}
		
			21
			9
			
			,
	year={2007}
		
	

}

@book{b47,
	
	
		,
	title={{Service Marketing: Integrating Customer Focus Across the Firm}}
		,
	author={{
			VZeithaml
		} and {
			ABitner
		} and {
			M
		} and {
			J
		}}
		
		
		
		
			,
	year={2003}
			,
	publisher={McGraw-Hill Higher Education}
			,
	address={New York}
		
	

}