@incollection{,
	
					
					
					E5C91B242D800CE6BE620A9591B2A68F
				,
	author={{Md.Hafez} and {NazninAkther} and {Ahsanullah University of Science and Technology}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}171141148
}

@incollection{b0,
	
	
		,
	title={{The Antecedents and Consequences of Customer Satisfaction For Firms}}
		,
	author={{
			EAnderson
		} and {
			MSullivan
		}}
		
	
	
		,
	journal={{Marketing Science}}
		
			12
			Spring
			
			,
	year={1993}
		
	

}

@incollection{b1,
	
	
		,
	title={{A framework for comparing customer satisfaction across individuals and product categories}}
		,
	author={{
			EWAnderson
		} and {
			CFornell
		}}
		
	
	
		,
	journal={{Journal of Economic Psychology}}
		
			12
			
			,
	year={1994}
		
	

}

@incollection{b2,
	
	
		,
	title={{The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market}}
		,
	author={{
			SAydin
		} and {
			OGZer
		}}
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			39
			7/8
			
			,
	year={2005}
		
	

}

@incollection{b3,
	
	
		,
	title={{The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market}}
		,
	author={{
			SAydin
		} and {
			GOzer
		}}
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			39
			7
			
			,
	year={2005}
		
	

}

@incollection{b4,
	
	
		,
	title={{The service provider switching model (SPSM): A model of consumer switching behavior in the service industry}}
		,
	author={{
			HBansal
		} and {
			SFTaylor
		}}
		
	
	
		,
	journal={{Journal of Service Research}}
		
			2
			2
			
			,
	year={1999}
		
	

}

@incollection{b5,
	
	
		,
	title={{The service quality puzzle}}
		,
	author={{
			LLBerry
		} and {
			AParasuraman
		} and {
			VAZeithamal
		}}
		
		
	
	
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	journal={{Business Horizon}}
		
			31
			5
			
			,
	year={1988}
		
	

}

@incollection{b6,
	
	
		,
	title={{A multistage model of customers' assessments of service quality and value}}
		,
	author={{
			RNBolton
		} and {
			JHDrew
		}}
		
	
	
		,
	journal={{Journal of Consumer Research}}
		
			17
			
			,
	year={1991}
		
	

}

@incollection{b7,
	
	
		,
	title={{Improving the measurement of service quality}}
		,
	author={{
			TJBrown
		} and {
			GAChurchill
		} and {
			JPPeter
		}}
		
		
	
	
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	journal={{J. Retail}}
		
			69
			
			,
	year={1992}
		
	

}

@incollection{b8,
	
	
		,
	title={{Mobile Subscribers}}
	
	
		,
	journal={{BTRC}}
		
			,
	year={2017}
		
	
	,
	note={cited 14}

}

@incollection{b9,
	
	
		,
	title={{}}
		
	
	
		,
	journal={{Bangladesh Telecommunication Regulatory Commission. Available at Internet}}
		
	

}

@book{b10,
	
	
		,
	title={{The PIMS principles: linking strategy to performance}}
		,
	author={{
			RDBuzzell
		} and {
			BTGale
		}}
		
		
			,
	year={1987}
			,
	publisher={The Free Press}
			,
	address={New York}
		
	

}

@incollection{b11,
	
	
		,
	title={{The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty}}
		,
	author={{
			AChauduri
		} and {
			MBHolbrook
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			2
			
			,
	year={2001}
		
	

}

@incollection{b12,
	
	
		,
	title={{The driving forces of customer loyalty: a study of internet service providers in Hong Kong}}
		,
	author={{
			TCheng
		} and {
			LLai
		} and {
			AYeung
		}}
		
		
	
	
		,
	journal={{International Journal of E-business Research}}
		
			4
			4
			
			,
	year={2008}
		
	

}

@incollection{b13,
	
	
		,
	title={{Measuring service quality: A re-examination and extension}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			3
			
			,
	year={1992}
		
	

}

@incollection{b14,
	
	
		,
	title={{Customer loyalty: toward an integrated conceptual framework}}
		,
	author={{
			ASDick
		} and {
			KBasu
		}}
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			22
			
			,
	year={1994}
		
	

}

@incollection{b15,
	
	
		,
	title={{An Examination of the Nature of Trustin Buyer-Seller Relationships}}
		,
	author={{
			PMDoney
		} and {
			JPCannon
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			61
			
			,
	year={1997}
		
	

}

@incollection{b16,
	
	
		,
	title={{Cusomer satisfaction and loyalty in a digital environment: an empirical test}}
		,
	author={{
			JDonio
		} and {
			PMassari
		} and {
			GPassiante
		}}
		
		
	
	
		,
	journal={{The Journal of Consumer Marketing}}
		
			23
			7
			
			,
	year={2006}
		
	

}

@book{b17,
	
	
		,
	title={{Developing Buyer-Seller Relationships}}
		,
	author={{
			FRDwyer
		} and {
			PHSchurr
		} and {
			SOh
		}}
		
		
		
			,
	year={1987}
			51
			
		
	

}

@incollection{b18,
	
	
		,
	title={{The imapact of satisfaction and image on loyalty: the case of alpine ski resorts}}
		,
	author={{
			RFaullant
		} and {
			KMatzler
		} and {
			JFuller
		}}
		
		
	
	
		,
	journal={{Manging Service Quality}}
		
			18
			2
			
			,
	year={2008}
		
	

}

@incollection{b19,
	
	
		,
	title={{What we need to know to develop strategies and tactics to improve service delivery}}
		,
	author={{
			LFogli
		}}
	
	
		,
	booktitle={{Customer Service Delivery: Research and best practices}}
				,
	editor={
			LFogli
		}
		San Francisco
		
			,
	publisher={Jossey-Bass}
			,
	year={2006}
			
		
	

}

@incollection{b20,
	
	
		,
	title={{A national customer satisfaction barometer: The Swedish experience}}
		,
	author={{
			CFornell
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			
			,
	year={1992}
		
	

}

@incollection{b21,
	
	
		,
	title={{Service loyalty: its nature, importance, and implications}}
		,
	author={{
			DGremler
		} and {
			SWBrown
		}}
		
	
	
		,
	booktitle={{International service quality association}}
				New York
		
			,
	year={1996}
			
		
	

}

@incollection{b22,
	
	
		,
	title={{The relationship between customer satisfaction and loyalty: cross-industry differences}}
		,
	author={{
			LGrönholdt
		} and {
			AMartensen
		} and {
			KKristensen
		}}
		
		
	
	
		,
	journal={{Total Quality Management}}
		
			11
			4/5/6
			
			,
	year={2000}
		
	

}

@incollection{b23,
	
	
		,
	title={{A Service Quality Model and its Implications}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			18
			4
			
			,
	year={1984}
		
	

}

@incollection{b24,
	
	
		,
	title={{Service quality: The six criteria of good perceived service quality}}
		,
	author={{
			CGronroos
		}}
	
	
		,
	journal={{Review of Business}}
		
			9
			
			,
	year={1988}
		
	

}

@incollection{b25,
	
	
		,
	title={{Putting the Service-Profit Chain to Work}}
		,
	author={{
			JLHeskett
		} and {
			TOJones
		} and {
			GWLoveman
		} and {
			WESasser
		} and {
			LASchlesinger
		}}
		
		
		
		
	
	
		,
	journal={{Harvard Business Review}}
		
			
			,
	year={1994. March -April}
		
	

}

@incollection{b26,
	
	
		,
	title={{Putting The Service-Profit Chain To Work}}
		,
	author={{
			JLHeskett
		} and {
			TOJones
		} and {
			GWLoveman
		} and {
			WESasser
		} and {
			LASchlesinger
		}}
		
		
		
		
	
	
		,
	journal={{Harvard Business Review}}
		
			
			,
	year={1994. March -April}
		
	

}

@book{b27,
	
	
		,
	title={{Winning and Keeping Industrial Customers}}
		,
	author={{
			BBJackson
		}}
		
			,
	year={1997}
			,
	address={Lexington Books, Lexington, MA}
		
	

}

@incollection{b28,
	
	
		,
	title={{An empirical analysis of customer loyalty in Pakistan's telecommunication industry}}
		,
	author={{
			SJahanzeb
		} and {
			FTasneem
		} and {
			BKhan
		}}
		
		
	
	
		,
	booktitle={{Database Marketing & Customer Strategy Management}}
				
			,
	year={2011}
			18
			
		
	

}

@incollection{b29,
	
	
		,
	title={{Switching barriers and repurchase intentions in services}}
		,
	author={{
			MAJones
		} and {
			DLMothersbaugh
		} and {
			SEBeatty
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			76
			2
			
			,
	year={2000}
		
	

}

@book{b30,
	
	
		,
	title={{Principles of Marketing}}
		,
	author={{
			PKotler
		} and {
			GArmstrong
		}}
		
		
			,
	year={2012}
			,
	publisher={Pearson Prentice Hall}
		
	
	,
	note={14th Global Edition}

}

@incollection{b31,
	
	
		,
	title={{Consumer trust in a brand and link to brand loyalty}}
		,
	author={{
			Lau
		} and {
			SLee
		}}
		
	
	
		,
	journal={{Journal of Market Focused Management}}
		
			4
			
			,
	year={1999}
		
	

}

@incollection{b32,
	
	
		,
	title={{Does relationship marketing improve customer relationship satisfaction and loyalty?}}
		,
	author={{
			ALeverlin
		} and {
			VLiljander
		}}
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			24
			4
			
			,
	year={2006}
		
	

}

@incollection{b33,
	
	
		,
	title={{Study of the relationship between customer satisfaction and loyalty in telecom enterprise}}
		,
	author={{
			LLiu
		}}
	
	
		,
	booktitle={{4th International Conference on Wireless Communications, Networking and Mobile Computing}}
				
			,
	year={2008}
			
		
	

}

@incollection{b34,
	
	
		,
	title={{Relationships between providers and users of market research: the dynamics of trust within and between organizations}}
		,
	author={{
			CMoorman
		} and {
			GZaltman
		} and {
			RDeshpande
		}}
		
		
	
	
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	journal={{Journal of Marketing Research}}
		
			29
			3
			
			,
	year={1992}
		
	

}

@incollection{b35,
	
	
		,
	title={{The Commitment-Trust Theory of Relationship Marketing}}
		,
	author={{
			RMMorgan
		} and {
			SDHunt
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@incollection{b36,
	
	
		,
	title={{The mediating role of corporate image on consumers retention decisions: an investigation in financial services}}
		,
	author={{
			N &Nguyen
		} and {
			GLeblanc
		}}
		
	
	
		,
	journal={{International journal of Bank Marketing}}
		
			16
			2
			
			,
	year={1998}
		
	

}

@incollection{b37,
	
	
		,
	title={{Corporate image and corporate reputation in customers' retention decisions in services}}
		,
	author={{
			NNguyen
		} and {
			GLeblanc
		}}
		
	
	
		,
	journal={{Journal of Retailing and Consumer Services}}
		
			8
			
			,
	year={2001}
		
	

}

@incollection{b38,
	
	
		,
	title={{Moving Forward in Service Quality: Measuring Different Customer-Expectations Levels, Comparing Alternative Scales, and Examining the Performance-Behavioral Intentions Link}}
		,
	author={{
			JCNunally
		} and {
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
		
		
	
	
		,
	booktitle={{Psychometric Theory}}
				New York; Cambridge, MA
		
			,
	publisher={McGraw Hill. OECD}
			,
	year={1978. 2008. 1994}
		
	
	,
	note={The economic impact of counterfeiting and piracy}

}

@incollection{b39,
	
	
		,
	title={{SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			
			,
	year={1988}
		
	

}

@incollection{b40,
	
	
		,
	title={{A conceptual model of service quality and its implication on future research}}
		,
	author={{
			AParusaraman
		} and {
			VZeithamal
		} and {
			LBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			48
			
			,
	year={1985}
		
	

}

@book{b41,
	
	
		,
	author={{
			MPorter
		}}
		,
	title={{Competitive Strategy: Techniques for analyzing Industries and Competitors}}
				New York, NY
		
			,
	publisher={The free Press}
			,
	year={1996}
		
	

}

@incollection{b42,
	
	
		,
	title={{Exploring influencing factors for the selection of mobile phone service providers: A structural equational modelling (SEM) approach on Malaysian consumers}}
		,
	author={{
			SRahman
		} and {
			AHaque
		} and {
			SAIsmail
		}}
		
		
	
	
		,
	journal={{African Journal of Business Management}}
		
			4
			13
			
			,
	year={2010}
		
	

}

@incollection{b43,
	
	
		,
	title={{A Quick and Easy Method for Estimating Switching Costs}}
		,
	author={{
			OShy
		}}
	
	
		,
	journal={{International Journal of Industrial Organization}}
		
			20
			
			,
	year={2002}
		
	

}

@incollection{b44,
	
	
		,
	title={{Segmenting customer brand relations: Beyond the personal relationship metaphor}}
		,
	author={{
			Story
		} and {
			JHess
		}}
		
	
	
		,
	journal={{Journal of Consumer Marketing}}
		
			23
			7
			
			,
	year={2006}
		
	

}

@incollection{b45,
	
	
		,
	title={{The relationship between customer satisfaction and loyalty: an application of American customer satisfaction index in the South African fast food industry}}
		,
	author={{
			NSTerblanche
		}}
	
	
		,
	journal={{Management Dynamics}}
		
			15
			2
			
			,
	year={2006}
		
	

}

@book{b46,
	
	
		,
	author={{
			KAVenetis
		} and {
			PGhauri
		}}
		
		,
	title={{Service quality and customer retention: Building long term}}
				
			,
	year={2004}
		
	

}

@incollection{b47,
	
	
		,
	title={{Satisfaction: A Behavioral pers pective on the consumer}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			38
			11/12
			
			,
	year={1997}
			,
	publisher={McGraw Hill. relationships}
		
	

}

@incollection{b48,
	
	
		,
	title={{Perceived service quality: Analyzing relationships among employees, customers, and financial performance}}
		,
	author={{
			DKYoo
		} and {
			JAPark
		}}
		
	
	
		,
	journal={{International Journal of Quality & Reliability Management}}
		
			24
			9
			
			,
	year={2007}
		
	

}

@incollection{b49,
	
	
		,
	title={{The behavioral consequences of service quality}}
		,
	author={{
			VAZeithaml
		} and {
			LLBerry
		} and {
			AParasuraman
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			60
			
			,
	year={1996}
		
	

}

@book{b50,
	
	
		,
	author={{
			VAZeithaml
		} and {
			AWilson
		} and {
			MJBitner
		}}
		
		
		,
	title={{Services marketing}}
				New Delhi
		
			,
	publisher={The McGraw-Hill Companies}
			,
	year={2008}
		
	
	,
	note={4th edition}

}

@book{b51,
	
	
		,
	title={{Business Research Method: South Asian Perspective}}
		,
	author={{
			WGZikmund
		} and {
			BJBabin
		} and {
			JCCarr
		} and {
			AAdhikari
		} and {
			MGriffin
		}}
		
		
		
		
		
			,
	year={2007}
		
		
			Cengage Learing India Pvt.Ltd
		
	
	,
	note={th ed.}

}