@incollection{,
	
					
					
					5FF59EBE0C0312378B1EEEE2C980E4C9
				,
	author={{Ebrahim MohammedAl-Matari} and {University Utara Malaysia}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1484148
}

@incollection{b0,
	
	
		,
	title={{Modeling Students' Intention to Adopt E-Learning: A case from Egypt}}
		,
	author={{
			Abdel-Wahab
		}}
	
	
		,
	journal={{EJISDC}}
		
			34
			
			,
	year={2008. 2008}
		
	

}

@incollection{b1,
	
	
		,
	title={{Analysis of the impact of reforms on insurance industry of Saudi Arabia}}
		,
	author={{
			ZAAnsari
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		,
	journal={{Interdisciplinary Journal of Research in Business}}
		
			1
			8
			
			,
	year={2011}
		
	

}

@incollection{b2,
	
	
		,
	title={{Analysis of the impact of reforms on insurance industry of Saudi Arabia}}
		,
	author={{
			ZAAnsari
		}}
	
	
		,
	journal={{Interdisciplinary Journal of Research in Business}}
		
			1
			8
			
			,
	year={2011}
		
	

}

@incollection{b3,
	
	
		,
	title={{A Gap Analysis in Professional Service Quality}}
		,
	author={{
			SWBrown
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			TASwartz
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	journal={{Journal of Marketing}}
		
			53
			
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	year={1989. April}
		
	

}

@book{b4,
	
	
		,
	author={{
			ABryman
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	title={{Social Research Methods.3 rd edition}}
				Oxford
		
			,
	publisher={Oxford University Press}
			,
	year={2008}
		
	

}

@incollection{b5,
	
	
		,
	title={{The Service Quality Construct on A Global Stage}}
		,
	author={{
			JWCadogan
		} and {
			RMcnaughton
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			12
			1
			
			,
	year={2002}
		
	

}

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	title={{The Essence of service marketing}}
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	author={{
			Christopher &ballantyne
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	year={1991}
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	publisher={UK) Ltd}
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	address={Payne, Adrian}
		
	

}

@book{b7,
	
	
		,
	title={{The impact of ICT in the insurance industry: The role of Customer Relationship Management}}
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	author={{
			ACoviello
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	year={2008}
		
	

}

@book{b8,
	
	
		,
	author={{
			BEdvardsson
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		,
	title={{Service quality: Beyond cognitive assessment. Managing Service Quality}}
				
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	year={2005}
			15
			
		
	

}

@incollection{b9,
	
	
		,
	title={{Information and Communication Technology (ICT) and Insurance Companies Profitability in Nigeria}}
		,
	author={{
			OSFadun
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	year={2013}
		
	
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	note={Print}
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	note={ISSN}

}

@incollection{b10,
	
	
		,
	title={{The Persuasion Knowledge Model: How People Cope with Persuasion Attempts}}
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	author={{
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			PWright
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}

@book{b11,
	
	
		,
	title={{}}
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	author={{
			DGujarati
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			DPorter
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			,
	year={2009}
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	publisher={McGraw-Hill}
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	address={Basic Econometrics; New York}
		
	
	,
	note={5th edition}

}

@incollection{b12,
	
	
		,
	title={{Multivariate data analysis (7th Ed}}
		,
	author={{
			JrHair
		} and {
			JFBlack
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			WCBabin
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			RE
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	publisher={Pearson Education International}
			,
	year={2010}
		
	

}

@book{b13,
	
	
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	title={{Adoption of new technology}}
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	author={{
			BHall
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	year={2003}
		
	
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}

@incollection{b14,
	
	
		,
	title={{A paradox of service quality in turkey the seemingly contradictory relative importance of tangible and intangible determinants of service quality}}
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	author={{
			AKara
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			SLonial
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			MTar?m
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			&SZaim
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	journal={{European Business Review}}
		
			17
			
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	year={2005}
		
	

}

@incollection{b15,
	
	
		,
	title={{A Study on Service Quality Measurement and Its Impact in Opting Insurance Companies}}
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	author={{
			DHMalini
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		,
	journal={{International Journal of Social Science and Interdisciplinary Research}}
		
			8
			1
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	year={2012}
		
	

}

@incollection{b16,
	
	
		,
	title={{Customer expectations measurement in the restaurant industry: application of DINESERV scale}}
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	author={{
			SMarkovi?
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			RK&raspor
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	booktitle={{Conference proceedings}}
				Slovenia
		
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	year={2010}
			1
			
		
	

}

@incollection{b17,
	
	
		,
	title={{Predicting user intentions: Comparing the technology acceptance model with the theory of planned behavior}}
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	author={{
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@incollection{b18,
	
	
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	title={{SPSS survival manual: a step by step guide to data analysis using SPSS}}
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	author={{
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	booktitle={{Crows Nest}}
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	publisher={Allen &Unwin}
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	year={2011}
		
	
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	note={4th ed.}

}

@incollection{b19,
	
	
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	title={{Customer-oriented cooperate cultures are crucial to services marketing success}}
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	author={{
			AParasuraman
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@book{b20,
	
	
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	title={{An empirical investigation of the factors contributing to micro-computer usage}}
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	author={{
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	year={1998}
		
		
			University of Western Ontario
		
	

}

@book{b21,
	
	
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	title={{Handbook of CRM: Achieving Excellence in Customer Management}}
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	author={{
			APayne
		}}
		
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	year={2006}
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	publisher={Butterworth}
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	address={Amsterdam}
		
	

}

@incollection{b22,
	
	
		,
	title={{The impact of service quality on customer loyalty: A study of banks in Penang}}
		,
	author={{
			MRahim
		}}
		
	
	
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	journal={{Malaysia. International Journal of Marketing Studies}}
		
			2
			2
			
			,
	year={2010}
		
	

}

@incollection{b23,
	
	
		,
	title={{The antecedents of customer loyalty: An empirical investigation in life insurance context}}
		,
	author={{
			AKRai
		} and {
			SMedha
		}}
		
		10.7441/joc
	
	
		,
	journal={{Journal of Competitiveness}}
		1804-171X
		
			5
			2
			
			,
	year={2013}
		
	
	,
	note={Print}
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	note={On-line}

}

@incollection{b24,
	
	
		,
	title={{Relative importance of service quality dimensions: Amultispectral study}}
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	author={{
			SBSachdev
		} and {
			HV&verma
		}}
		
	
	
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	journal={{Journal of Services Research}}
		
			4
			1
			
			,
	year={2004}
		
	

}

@incollection{b25,
	
	
		,
	title={{Customers' Perception towards Service Quality of Life Insurance Corporation of India: A Factor Analytic Approach}}
		,
	author={{
			HSSandhu
		} and {
			MN&bala
		}}
		
	
	
		,
	journal={{International Journal of Business and Social Science}}
		
			2
			18
			
			,
	year={2011}
		
	

}

@book{b26,
	
	
		,
	title={{Research Methods for Business A Skill Building Approach (4th end)}}
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	author={{
			USekaran
		}}
		
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	year={2003}
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	publisher={John Wiley}
			
			,
	address={New York}
		
	

}

@incollection{b27,
	
	
		,
	title={{Analyzing customer satisfaction with service quality in life insurance service}}
		,
	author={{
			MHSiddiqui
		} and {
			TGSharma
		}}
		
	
	
		,
	journal={{Journal for Targeting and Analysis for Marketing}}
		
			18
			3/4
			
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	year={2010}
		
	

}

@incollection{b28,
	
	
		,
	title={{Path Analytic Model of Store Loyalty Involving Self Concept, Store Image, Socioeconomic Status, and Geographic Loyalty}}
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	author={{
			MJSirgy
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			AC A&samli
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			13
			
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	year={1985}
		
	

}

@incollection{b29,
	
	
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	title={{A generic instrument to measure customer satisfaction with the controllable elements of the in-store shopping experience}}
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	author={{
			NSTerblanche
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			C&boshoff
		}}
		
	
	
		,
	journal={{South African Journal of Business Management}}
		
			37
			3
			
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	year={2006}
		
	

}

@incollection{b30,
	
	
		,
	title={{Cultural influences on service quality and customer satisfaction: evidence from Greek insurance}}
		,
	author={{
			Tsoukatose
		} and {
			KRand
		}}
		
	
	
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	journal={{Manag. Serv. Qual}}
		
			17
			4
			
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	year={2007}
		
	

}

@book{b31,
	
	
		,
	title={{Service quality gaps and their role in service enterprises development.Technological and Economic Development of Economy}}
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	author={{
			WUrban
		}}
		
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	year={2010}
			15
			
		
	

}

@incollection{b32,
	
	
		,
	title={{Increasing Online Purchasing: A Study of Web Assurance and Web Insurance}}
		,
	author={{
			CSWarrick
		} and {
			TAStinson
		}}
		
	
	
		,
	journal={{Review of Business Information Systems}}
		
			13
			4
			
			,
	year={2009}
		
	

}

@incollection{b33,
	
	
		,
	title={{The effects of consumer perceived value and subjective norm on mobile data service adoption between American and Korean consumers}}
		,
	author={{
			KYang
		} and {
			LDJolly
		}}
		
	
	
		,
	journal={{Journal of Retailing and Consumer services}}
		
			16
			6
			
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	year={2009}
		
	

}

@book{b34,
	
	
		,
	title={{}}
		10.1016/j.jretconser.2009.08.005.38
		
		
	

}