@incollection{,
	
					
					
					35FA2A9A463BC041618F3A00934310CA
				,
	author={{RajeevKumar} and {University School of Management, Kurukshetra University, Kurukshetra India}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1553945
}

@book{b0,
	
	
		,
	author={{
			IAjzen
		}}
		,
	title={{Attitudes, personality and behavior}}
				New York, NY
		
			,
	publisher={Open University Press}
			,
	year={2005}
		
	
	,
	note={2nd ed.}

}

@book{b1,
	
	
		,
	title={{Customer perceptions of technology-based banking service quality provided by banks operating in}}
		,
	author={{
			SMAlkibsi
		} and {
			MLind
		}}
		
		
			,
	year={2010}
		
	

}

@incollection{b2,
	
	
		,
	title={{}}
		,
	author={{
			Yemen
		}}
	
	
		,
	journal={{Dissertation Abstracts International}}
		
			04
			72
		
	

}

@incollection{b3,
	
	
		,
	title={{Some new thoughts on conceptualizing perceived service quality: A hierarchical approach}}
		,
	author={{
			MKBrady
		} and {
			JJCronin
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			
			,
	year={2001}
		
	

}

@incollection{b4,
	
	
		,
	title={{Customer expectations of the Taiwan banking industry}}
		,
	author={{
			CChang
		}}
	
	
		,
	journal={{Dissertation Abstracts International}}
		
			68
			11
			
			,
	year={2007}
		
	

}

@book{b5,
	
	
		,
	author={{
			JWCreswell
		}}
		,
	title={{Educational research: Planning, conducting, and evaluating quantitative and qualitative research}}
				Upper Saddle River, NJ
		
			,
	publisher={Pearson}
			,
	year={2008}
		
	
	,
	note={3rd ed.}

}

@incollection{b6,
	
	
		,
	title={{Measuring service quality: A reexamination and extension}}
		,
	author={{
			JCronin
		} and {
			STaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			
			,
	year={1992}
		
	

}

@incollection{b7,
	
	
		,
	title={{Self-service technology adoption: comparing three technologies}}
		,
	author={{
			JMCurran
		} and {
			MLMeuter
		}}
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			19
			
			,
	year={2005}
		
	

}

@incollection{b8,
	
	
		,
	title={{Incorporating choice into an attitudinal framework: Analyzing models of mental comparison processes}}
		,
	author={{
			PADabholkar
		}}
	
	
		,
	journal={{Journal of Consumer Research}}
		
			21
			
			,
	year={1994}
		
	

}

@incollection{b9,
	
	
		,
	title={{A measure of service quality for retail stores: Scale development and validation}}
		,
	author={{
			PDabholkar
		} and {
			DThorpe
		} and {
			JRentz
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			24
			
			,
	year={1996}
		
	

}

@incollection{b10,
	
	
		,
	title={{Does trust in the bank build trust in its technology-based channels}}
		,
	author={{
			SDimitriadis
		} and {
			NKyrezis
		}}
		
	
	
		,
	journal={{Journal of Financial Services Marketing}}
		
			13
			
			,
	year={2008}
		
	

}

@incollection{b11,
	
	
		,
	title={{A service quality model and its marketing implications}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			18
			4
			
			,
	year={1984}
		
	

}

@incollection{b12,
	
	
		,
	title={{}}
		,
	author={{
			EKaynak
		}}
	
	
		,
	journal={{Editorial. Journal of International Consumer Marketing}}
		
			17
			4
			
			,
	year={2005}
		
	

}

@book{b13,
	
	
		,
	title={{Technology-Based Banking Services Prevailing In Indian Banking Industry -An Overview and Recent Trends}}
		,
	author={{
			RajeevKumar
		}}
		RJSSM: Volume: 03
		
			,
	year={2014}
			
		
	

}

@incollection{b14,
	
	
		,
	title={{The role of technology readiness in customers' perception and adoption of self-service technologies}}
		,
	author={{
			JLin
		} and {
			PHsieh
		}}
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			17
			
			,
	year={2006}
		
	

}

@book{b15,
	
	
		,
	title={{WebQual: A measure of website quality}}
		,
	author={{
			ETLoiacono
		} and {
			RTWatson
		} and {
			DLGoodhue
		}}
		
		
		
			,
	year={2002}
		
	

}

@book{b16,
	
	
		,
	title={{American Marketing Association Conference Proceedings}}
				
			13
			432
		
	

}

@incollection{b17,
	
	
		,
	title={{Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies}}
		,
	author={{
			MLMeuter
		} and {
			MJBitner
		} and {
			ALOstrom
		} and {
			SWBrown
		}}
		
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			69
			2
			61
			,
	year={2005}
		
	

}

@book{b18,
	
	
		,
	author={{
			WLNeuman
		}}
		,
	title={{Social research methods: Qualitative and quantitative approaches}}
				Boston, MA
		
			,
	publisher={Allyn & Bacon}
			,
	year={2006}
		
	
	,
	note={6th ed.}

}

@incollection{b19,
	
	
		,
	title={{A cognitive model of the antecedents and consequences of satisfaction decisions}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing Research}}
		
			17
			
			,
	year={1980}
		
	

}

@incollection{b20,
	
	
		,
	title={{A study on Customer Satisfaction & Service Gaps in Selected Private, Public & Foreign Banks}}
		,
	author={{
			PPadhy
		} and {
			BSwar
		}}
		
	
	
		,
	booktitle={{3rd IIMA Conference}}
				
			,
	year={2009. December}
		
		
			Marketing Paradigms for Emerging Economies, Indian Institute of Management
		
	

}

@incollection{b21,
	
	
		,
	title={{SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			
			,
	year={1988}
		
	

}

@incollection{b22,
	
	
		,
	title={{E-S-QUAL: A multiple-item scale for assessing electronic service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			AMalhotra
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			7
			3
			
			,
	year={2005}
		
	

}

@book{b23,
	
	
		,
	title={{Reserve Bank of India}}
		
			
		
	
	,
	note={Annual Report}

}

@book{b24,
	
	
		,
	title={{Service quality: New directions in theory and practice}}
		,
	author={{
			RTRust
		} and {
			RLOliver
		}}
		
		
			,
	year={1994}
			,
	publisher={Sage}
			,
	address={Thousand Oaks, CA}
		
	

}

@incollection{b25,
	
	
		,
	title={{Measurement of service quality from the customer's perspective: An empirical study}}
		,
	author={{
			RSaravanan
		} and {
			KRao
		}}
		
	
	
		,
	journal={{Total Quality Management & Business Excellence}}
		
			18
			
			,
	year={2007}
		
	

}

@incollection{b26,
	
	
		,
	title={{Service quality models: A review}}
		,
	author={{
			NSeth
		} and {
			SDeshmukh
		} and {
			PVrat
		}}
		
		
	
	
		,
	journal={{International Journal of Quality and Reliability Management}}
		
			22
			
			,
	year={2005}
		
	

}

@incollection{b27,
	
	
		,
	title={{Antecedents and consequences of service quality in consumer evaluation of self-service internet technologies}}
		,
	author={{
			PShamdasani
		} and {
			AMukherjee
		} and {
			NMalhotra
		}}
		
		
	
	
		,
	journal={{The Service Industries Journal}}
		
			28
			
			,
	year={2008}
		
	

}

@incollection{b28,
	
	
		,
	title={{Developing and validating multidimensional consumer-based brand equity scale}}
		,
	author={{
			BYoo
		} and {
			NDonthu
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			52
			
			,
	year={2001}
		
	

}

@incollection{b29,
	
	
		,
	title={{IT-based services and service quality in consumer banking}}
		,
	author={{
			FZhu
		} and {
			WWymer
		} and {
			IChen
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			13
			
			,
	year={2002}
		
	

}