@incollection{,
	
					
					
					B08D48B7D07534764BD4584E39187993
				,
	author={{Abdul KhaderD.} and {Dr. C.Madhavi} and {Annamalai University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1761727
}

@incollection{b0,
	
	
		,
	title={{A Service Quality Model and its Marketing Implications}}
		,
	author={{
			ChristianGrönroos
		}}
	
	
		,
	journal={{European Journal of Marketing}}
		
			18
			4
			
			,
	year={1988}
		
	

}

@incollection{b1,
	
	
		,
	title={{Quality Counts in Services, Too}}
		,
	author={{
			LLBerry
		} and {
			VAZeithaml
		} and {
			ParasuramanA
		}}
		
		
	
	
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	booktitle={{Business Horizons}}
				
			,
	year={1985}
			
		
	

}

@book{b2,
	
	
		,
	title={{Delivering Quality Service, Balancing Customer Perceptions and Expectations}}
		,
	author={{
			VAZeithaml
		} and {
			AParasuraman
		} and {
			LLBerry
		}}
		
		
		
			,
	year={1990}
			,
	publisher={The Free Press}
			,
	address={New York}
		
	

}

@incollection{b3,
	
	
		,
	title={{Measuring Service Quality:A Reexamination and Extension}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			
			,
	year={1992}
		
	

}

@incollection{b4,
	
	
		,
	title={{Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach}}
		,
	author={{
			MKBrady
		} and {
			JJCronin
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			65
			
			,
	year={2001}
		
	

}

@incollection{b5,
	
	
		,
	title={{Service quality models: a review}}
		,
	author={{
			SethNithin
		} and {
			SGDeshmukh
		}}
		
	
	
		,
	journal={{International Journal of Quality and Reliability Management}}
		
			22
			9
			
			,
	year={2005}
		
	

}

@book{b6,
	
	
		,
	title={{Kaizen -The Key to Japan's Competitive Success}}
		,
	author={{
			ImaiMasaki
		}}
		
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	year={1991}
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	publisher={McGraw-Hill Book Co}
			,
	address={Singapore}
		
	

}

@book{b7,
	
	
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	title={{Customer satisfaction is worthless, customer loyalty is priceless: how to make customers love you, keep them coming back, and tell everyone they know}}
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	author={{
			JGitomer
		}}
		
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	year={1998}
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	publisher={Bard Press}
			,
	address={Austin}
		
	

}

@incollection{b8,
	
	
		,
	title={{Expectations as a Comparison Standard in Measuring Service Quality: An Assessment of a Reassessment}}
		,
	author={{
			RKTeas
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@incollection{b9,
	
	
		,
	title={{A Conceptual Model of Service Quality and Its Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			BerryL
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			
			,
	year={1985}
		
	

}

@incollection{b10,
	
	
		,
	title={{SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expectations Measurement of Service Quality}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@incollection{b11,
	
	
		,
	title={{Expectations, Performance, Evaluation, and Consumers' Perceptions of Quality}}
		,
	author={{
			RKTeas
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			57
			
			,
	year={1993}
		
	

}

@book{b12,
	
	
		,
	title={{The development and measurement of different service quality models}}
		,
	author={{
			SChaipoopirutana
		}}
		
			,
	year={2015}
			
		
	
	,
	note={Research Article}

}

@incollection{b13,
	
	
		,
	title={{The determinants of perceived service quality and its relationship with satisfaction}}
		,
	author={{
			HLee
		} and {
			YLee
		} and {
			DYoo
		}}
		
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			14
			3
			
			,
	year={2000}
		
	

}

@incollection{b14,
	
	
		,
	title={{Service quality dimensions: an examination of Grönroos's service quality model}}
		,
	author={{
			-Kang Gi
		} and {
			JamesJDu
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			14
			4
			
			,
	year={2004}
		
	

}

@incollection{b15,
	
	
		,
	title={{SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality}}
		,
	author={{
			AParasuraman
		} and {
			LLBerry
		} and {
			VA
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			1
			
			,
	year={1994}
		
	

}

@incollection{b16,
	
	
		,
	title={{Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			BerryL
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			
			,
	year={1994}
		
	

}

@incollection{b17,
	
	
		,
	title={{Linking perceived service quality and service loyalty: a multi-dimensional perspective}}
		,
	author={{
			JBloemer
		} and {
			Ruyter De Ko
		} and {
			MWetzels
		}}
		
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			33
			11
			
			,
	year={1999}
		
	

}