@incollection{,
	
					
					
					5590EDDC14EFECBC61A60CB23AFD3D09
				,
	author={{Md. AsfaqurRahman} and {ElaSaha}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2323340
}

@incollection{b0,
	
	
		,
	title={{Customer Satisfaction in Nationalized Commercial Banks: A Study on depositors}}
		,
	author={{
			MAhmed
		} and {
			MKhondaker
		}}
		
	
	
		,
	journal={{The Journal of Business Studies}}
		
			1
			1
			
			,
	year={2003}
		
	

}

@incollection{b1,
	
	
		,
	title={{Dimensions of service quality: a study in Istanbul}}
		,
	author={{
			PAkan
		}}
	
	
		,
	journal={{Managing Service Quality: An International Journal}}
		
			5
			6
			
			,
	year={1995}
		
	

}

@incollection{b2,
	
	
		,
	title={{Service gap of selected public and private commercial banks in Bangladesh}}
		,
	author={{
			MMAkhter
		}}
	
	
		,
	journal={{Global Disclosure of Economics and Business}}
		
			1
			2
			
			,
	year={2012}
		
	

}

@incollection{b3,
	
	
		,
	title={{Exploring the mediation effect of service quality implementation on the relationship between service quality and performance in the banking industry in Jordan}}
		,
	author={{
			MNAkroush
		}}
	
	
		,
	journal={{Global Business and Economics Review}}
		
			10
			1
			
			,
	year={2008}
		
	

}

@book{b4,
	
	
		,
	title={{Financial System in Bangladesh}}
		,
	author={{
			BangladeshBank
		}}
		
		
			,
	year={2017. November 02, 2017}
		
	

}

@incollection{b5,
	
	
		,
	title={{An index of job satisfaction}}
		,
	author={{
			AHBrayfield
		} and {
			HFRothe
		}}
		
	
	
		,
	journal={{Journal of applied psychology}}
		
			35
			5
			307
			,
	year={1951}
		
	

}

@incollection{b6,
	
	
		,
	title={{Determinants of hotel guests' satisfaction and repeat patronage in the Hong Kong hotel industry}}
		,
	author={{
			TYChoi
		} and {
			RChu
		}}
		
	
	
		,
	journal={{International Journal of Hospitality Management}}
		
			20
			3
			
			,
	year={2001}
		
	

}

@incollection{b7,
	
	
		,
	title={{Performance evaluation of selected private commercial banks in Bangladesh}}
		,
	author={{
			TAChowdhury
		} and {
			KAhmed
		}}
		
	
	
		,
	journal={{International journal of business and management}}
		
			4
			4
			86
			,
	year={2009}
		
	

}

@incollection{b8,
	
	
		,
	title={{Coefficient alpha and the internal structure of tests}}
		,
	author={{
			LJCronbach
		}}
	
	
		,
	journal={{psychometrika}}
		
			16
			3
			
			,
	year={1951}
		
	

}

@incollection{b9,
	
	
		,
	title={{Determinants of customer loyalty in the wireless telecommunications industry}}
		,
	author={{
			AEshghi
		} and {
			DHaughton
		} and {
			HTopi
		}}
		
		
	
	
		,
	journal={{Telecommunications policy}}
		
			31
			2
			
			,
	year={2007}
		
	

}

@incollection{b10,
	
	
		,
	title={{Corporate image measurement: A further problem for the tangibilization of Internet banking services}}
		,
	author={{
			CFlavian
		} and {
			ETorres
		} and {
			MGuinaliu
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			22
			5
			
			,
	year={2004}
		
	

}

@incollection{b11,
	
	
		,
	title={{Testing Dick and Basu's customer loyalty model}}
		,
	author={{
			RGarland
		} and {
			PGendall
		}}
		
	
	
		,
	journal={{Australasian Marketing Journal (AMJ)}}
		
			12
			3
			
			,
	year={2004}
		
	

}

@incollection{b12,
	
	
		,
	title={{Understanding the relationships of quality, value, equity, satisfaction, and behavioral intentions among golf travelers}}
		,
	author={{
			JHutchinson
		} and {
			FLai
		} and {
			YWang
		}}
		
		
	
	
		,
	journal={{Tourism management}}
		
			30
			2
			
			,
	year={2009}
		
	

}

@incollection{b13,
	
	
		,
	title={{* . Analysis of Service Quality and Satisfaction Level of Customers in Banking Sector of Bangladesh}}
		,
	author={{
			MSIslam
		} and {
			AZ MNiaz
		}}
		
	
	
		,
	journal={{British Journal of Marketing Studies}}
		
			2
			7
			
			,
	year={2014}
		
	

}

@book{b14,
	
	
		,
	title={{A measurement of customer service quality of banks in Dhaka City of Bangladesh}}
		,
	author={{
			NIslam
		} and {
			EAhmed
		}}
		
		
			,
	year={2005}
		
	

}

@incollection{b15,
	
	
		,
	title={{Impact of service quality on customer loyalty: a case study of commercial banks in Dhaka, Bangladesh}}
		,
	author={{
			SIslam
		}}
	
	
		,
	journal={{International Journal of Business, Management and Social Research}}
		
			1
			2
			
			,
	year={2015}
		
	

}

@incollection{b16,
	
	
		,
	title={{Measuring service quality of banks: An empirical study}}
		,
	author={{
			SIslam
		} and {
			MBAli
		}}
		
	
	
		,
	journal={{Research Journal of Finance and Accounting}}
		
			2
			4
			
			,
	year={2011}
		
	

}

@incollection{b17,
	
	
		,
	title={{Bank selection criteria of retail customers in Bangladesh: A study on Khulna City}}
		,
	author={{
			AT MJahiruddin
		} and {
			RHaque
		}}
		
	
	
		,
	journal={{Journal of business and management}}
		
			15
			2
			159
			,
	year={2009}
		
	

}

@incollection{b18,
	
	
		,
	title={{Identifying the critical determinants of service quality in retail banking: importance and effect}}
		,
	author={{
			RJohnston
		}}
	
	
		,
	journal={{International Journal of bank marketing}}
		
			15
			4
			
			,
	year={1997}
		
	

}

@incollection{b19,
	
	
		,
	title={{Service quality in the banking sector: the impact of technology on service delivery}}
		,
	author={{
			MJoseph
		} and {
			CMcclure
		} and {
			BJoseph
		}}
		
		
	
	
		,
	journal={{International journal of bank marketing}}
		
			17
			4
			
			,
	year={1999}
		
	

}

@book{b20,
	
	
		,
	title={{Psychometric theory}}
		,
	author={{
			NJum
		}}
		
			,
	year={1978}
			,
	publisher={McGraw-Hill}
			,
	address={New York}
		
	

}

@incollection{b21,
	
	
		,
	title={{Customer satisfaction on service quality in private commercial banking sector in Bangladesh}}
		,
	author={{
			RKarim
		} and {
			ATChowdhury
		}}
		
	
	
		,
	journal={{British Journal of Marketing Studies}}
		
			2
			2
			
			,
	year={2014}
		
	

}

@incollection{b22,
	
	
		,
	title={{The impact of service quality on customer loyalty: A study of banks in Penang}}
		,
	author={{
			LLKheng
		} and {
			OMahamad
		} and {
			TRamayah
		} and {
			RMosahab
		}}
		
		
		
	
	
		,
	journal={{Malaysia. International journal of marketing studies}}
		
			2
			2
			57
			,
	year={2010}
		
	

}

@incollection{b23,
	
	
		,
	title={{Frequent travelers: Making them happy and bringing them back}}
		,
	author={{
			BJKnutson
		}}
	
	
		,
	journal={{The Cornell Hotel and Restaurant Administration Quarterly}}
		
			29
			1
			
			,
	year={1988}
		
	

}

@incollection{b24,
	
	
		,
	title={{Influence of service quality on attitudinal loyalty in private retail banking: An empirical study}}
		,
	author={{
			SAKumar
		} and {
			BTMani
		} and {
			SMahalingam
		} and {
			MVanjikovan
		}}
		
		
		
	
	
		,
	journal={{IUP Journal of Management Research}}
		
			9
			4
			21
			,
	year={2010}
		
	

}

@incollection{b25,
	
	
		,
	title={{Linking the hierarchical service quality model to customer satisfaction and loyalty}}
		,
	author={{
			LeisenPollack
		} and {
			B
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			23
			1
			
			,
	year={2009}
		
	

}

@incollection{b26,
	
	
		,
	title={{Customer loyalty and antecedents: a relational marketing approach}}
		,
	author={{
			NONdubisi
		}}
	
	
		,
	booktitle={{Allied Academies international conference. Academy of marketing studies. Proceedings}}
		
			,
	publisher={Jordan Whitney Enterprises, Inc}
			,
	year={2005, July}
			10
			49
		
	

}

@incollection{b27,
	
	
		,
	title={{Determining Customer Satisfaction through Perceived Service Quality: A Study of Ethiopian Mobile Users}}
		,
	author={{
			RNegi
		}}
	
	
		,
	journal={{International Journal of Mobile Marketing}}
		
			4
			1
			,
	year={2009}
		
	

}

@book{b28,
	
	
		,
	author={{
			RPalmer
		} and {
			JCockton
		} and {
			GCooper
		}}
		
		
		,
	title={{Managing marketing}}
		
			,
	publisher={Routledge}
			,
	year={2007}
		
	

}

@incollection{b29,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{The Journal of Marketing}}
		
			
			,
	year={1985}
		
	

}

@incollection{b30,
	
	
		,
	title={{Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh}}
		,
	author={{
			KOSiddiqi
		}}
	
	
		,
	journal={{International Journal of Business and Management}}
		
			6
			3
			12
			,
	year={2011}
		
	

}

@incollection{b31,
	
	
		,
	title={{Agency and trust mechanism in relational exchanges}}
		,
	author={{
			JSingh
		} and {
			DSirdeshmukh
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			66
			1
			
			,
	year={2000}
		
	

}

@incollection{b32,
	
	
		,
	title={{The main antecedent of customer loyalty in Moroccan banking sector}}
		,
	author={{
			ANTariq
		} and {
			NMoussaoui
		}}
		
	
	
		,
	journal={{International Journal of Business and Management Science}}
		
			2
			2
			101
			,
	year={2009}
		
	

}

@incollection{b33,
	
	
		,
	title={{Determinants of Customer Satisfaction of Banking Industry in Bangladesh}}
		,
	author={{
			MBUddin
		} and {
			BAkhter
		}}
		
	
	
		,
	journal={{Pak. J. Commer. Soc. Sci}}
		
			6
			2
			
			,
	year={2012}
		
	

}

@incollection{b34,
	
	
		,
	title={{Existing and Expected Service Quality of Grameenphone Users in Bangladesh}}
		,
	author={{
			AUllah
		} and {
			MHRahman
		}}
		
	
	
		,
	journal={{The Asian Journal of Technology Management}}
		
			8
			2
			151
			,
	year={2015}
		
	

}

@incollection{b35,
	
	
		,
	title={{Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers}}
		,
	author={{
			JVera
		} and {
			ATrujillo
		}}
		
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			20
			6
			
			,
	year={2013}
		
	

}

@book{b36,
	
	
		,
	author={{
			AWilson
		} and {
			VAZeithaml
		} and {
			MJBitner
		} and {
			DDGremler
		}}
		
		
		
		,
	title={{Services marketing: Integrating customer focus across the firm}}
		
			,
	publisher={McGraw Hill}
			,
	year={2012}
		
	

}

@incollection{b37,
	
	
		,
	title={{Reexamining traditional service quality in an e-banking era}}
		,
	author={{
			DHWong
		} and {
			NRexha
		} and {
			IPhau
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			26
			7
			
			,
	year={2008}
		
	

}

@incollection{b38,
	
	
		,
	title={{Service quality, profitability, and the economic worth of customers: what we know and what we need to learn}}
		,
	author={{
			VAZeithaml
		}}
	
	
		,
	journal={{Journal of the academy of marketing science}}
		
			28
			1
			
			,
	year={2000}
		
	

}

@incollection{b39,
	
	
		,
	title={{Exploring asymmetric effects in the formation of retail price satisfaction}}
		,
	author={{
			SZielke
		}}
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			15
			5
			
			,
	year={2008}
		
	

}