@incollection{,
	
					
					
					A6B936498113AC87618473F0D453D343
				,
	author={{Md. ZainalAbedin} and {World University of Bangladesh}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1534561
}

@book{b0,
	
	
		,
	title={{Service Marketing Sixth Edition: Copyright by Pearson Education International. Printed in the United States of America}}
		,
	author={{
			CLovelock
		} and {
			JWirtz
		}}
		
		
			,
	year={2007}
		
	

}

@book{b1,
	
	
		,
	title={{Principle of Marketing 13 Edition: Copyright by Pearson Education International}}
		,
	author={{
			PKotler
		} and {
			GArmstrong
		}}
		
		
			,
	year={2010}
		
	
	,
	note={Printed in Upper Saddle River, New Jerssy}

}

@book{b2,
	
	
		,
	author={{
			MIslam
		}}
		,
	title={{Research Methods, Second Edition: Published by Mullick & Brothers}}
				Dhaka New Market, Bangladesh
		
			,
	year={2011}
		
	

}

@book{b3,
	
	
		,
	title={{SERVAQUAL: A multiple item scale for}}
		,
	author={{
			AParasuraman
		} and {
			LLBerry
		}}
		
		
			,
	year={2000}
		
	

}

@book{b4,
	
	
		,
	title={{International Edition 2006.-Service Marketing. Exclusive rights by McGraw-Hill Education (Asia)}}
		,
	author={{
			AValarie
		} and {
			JoMary
		} and {
			Bitner
		}}
		
		
		
			,
	year={2009}
			,
	address={Inc. New York; Singapore}
		
	
	,
	note={Published by The McGraw-Hill Companies. Printed in}

}

@book{b5,
	
	
		,
	title={{Delivering quality service; Balancing customer perceptions and expectations}}
		,
	author={{
			ZeithamlWebsite
		} and {
			VAParasuraman
		} and {
			ABerry
		} and {
			LL
		}}
		
		
		
		
			,
	year={1990}
			,
	publisher={The Free Press}
			,
	address={New York, NY}
		
	

}

@incollection{b6,
	
	
		,
	title={{SERVQUAL: a multi-item scale for measuring consumer perceptions of the service quality}}
		,
	author={{
			AMa. Parasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			1
			
			,
	year={1988}
		
	

}

@incollection{b7,
	
	
		,
	title={{The moderator-mediator variable distinction in social psychological research}}
		,
	author={{
			RMBaron
		} and {
			DAKenny
		}}
		
		
	
	
		,
	journal={{Journal of Personality and Social Psychology}}
		
			51
			
			,
	year={1986}
		
	

}

@book{b8,
	
	
		,
	title={{}}
		,
	author={{
			Kisg5c9
		} and {
			Dpuf
		}}
		
		
	

}

@book{b9,
	
	
		,
	title={{Processoriented measurement of service quality by applying the sequential incident technique}}
		,
	author={{
			BStauss
		} and {
			BWeinlich
		}}
		
		
		
			,
	year={1995}
		
	
	,
	note={paper presented at the Fifth Workshop on Quality Management in Services, EIASM, Tilburg. -See more at}

}

@book{b10,
	
	
		,
	title={{Managing relationship quality}}
		,
	author={{
			TStrandvik
		} and {
			KStorbacka
		}}
		
		
		
			,
	year={1996}
			,
	address={University of Karlstad, Karlstad}
		
	
	,
	note={paper presented at the QUIS5 Quality in Services Conference}

}

@book{b11,
	
	
		,
	title={{Course wise different prospectus of S,
	ifur's, Organizational Profile of S,
	ifur's}}
		,
	author={{
			S,
	ifur's Archive
		}}
		
	

}

@book{b12,
	
	
		,
	title={{s website www.saifurs.org and www.saifurs.com.sg;Various reports & documents of Customer care department of S,
	ifur's}}
		,
	author={{
			S,
	ifur
		}}
		
	

}