@incollection{,
	
					
					
					EF6E9B7E87942355F5ED20EBDC033FCE
				,
	author={{GajendraSharma} and {Kathmandu University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1725766
}

@incollection{b0,
	
	
		,
	title={{Customer Satisfaction, Market Share and Profitability}}
		,
	author={{
			EWAnder Son
		} and {
			CFornell
		} and {
			DRLehnmann
		}}
		
		
	
	
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}

@incollection{b1,
	
	
		,
	title={{The Partial Least Squares Approach to Causal Modeling: Personal Computer Adoption and Use as an Illustration}}
		,
	author={{
			DBarclay
		} and {
			CHiggins
		} and {
			RThompson
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	journal={{Technology Study}}
		
			2
			
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	year={1995}
		
	

}

@incollection{b2,
	
	
		,
	title={{A Psychometric Assessment of E-S-QUAL: A Scale to Measure Electronic Service Quality}}
		,
	author={{
			CBoshoff
		}}
	
	
		,
	journal={{Journal of Electronic Commerce Research}}
		
			8
			
			,
	year={2007}
		
	

}

@incollection{b3,
	
	
		,
	title={{The Moderating Effect of CustomerPerceived Value on Online Shopping Behaviour}}
		,
	author={{
			HChang
		} and {
			HWang
		}}
		
	
	
		,
	journal={{Online Information Review}}
		
			35
			3
			
			,
	year={2011}
		
	

}

@incollection{b4,
	
	
		,
	title={{Examination of Brand Knowledge, Perceived Risk, and Consumers' Intention to Adopt an Online Retailer}}
		,
	author={{
			RChen
		} and {
			FHe
		}}
		
	
	
		,
	booktitle={{TQM and Business Excellence}}
				
			,
	year={2003}
			14
			
		
	

}

@incollection{b5,
	
	
		,
	title={{Enticing Online Consumers, an Extended Technology Acceptance Perspective}}
		,
	author={{
			Lei-DaChen
		} and {
			MLGillenson
		} and {
			DLSherrell
		}}
		
		
	
	
		,
	booktitle={{Information and Management}}
				
			,
	year={2002}
			39
			
		
	

}

@incollection{b6,
	
	
		,
	title={{Trust in Internet Shopping, Instrument Development and Validation through Classical and Modern Approaches}}
		,
	author={{
			CM KCheung
		} and {
			MK OLee
		}}
		
	
	
		,
	journal={{Journal of Global Information Management}}
		
			9
			
			,
	year={2002}
		
	

}

@incollection{b7,
	
	
		,
	title={{The Partial Least Squares Approach to Structural Equation Modeling}}
		,
	author={{
			WWChin
		}}
	
	
		,
	booktitle={{Modern Methods for Business Research, G. A. Marcoulides}}
				Mahwah, NJ
		
			,
	publisher={Lawrence Erlbaum Associates}
			,
	year={1998}
			
		
	

}

@incollection{b8,
	
	
		,
	title={{Determinants of Customer Repurchase Intention in Online Shopping}}
		,
	author={{
			CMChiu
		} and {
			HLCheng
		} and {
			YHFang
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			33
			
			,
	year={2009}
		
	

}

@incollection{b9,
	
	
		,
	title={{Development of Electronic Commerce User-Consumer Satisfaction Index (Ecusi) for Internet Shopping}}
		,
	author={{
			NCho
		} and {
			SPark
		}}
		
	
	
		,
	journal={{Industrial Management and Data Systems}}
		
			101
			8
			
			,
	year={2001}
		
	

}

@incollection{b10,
	
	
		,
	title={{Antecedents and Behavior al Consequences of Customer Satisfaction on Internet Retail Store}}
		,
	author={{
			DChoi
		} and {
			SKim
		} and {
			SKim
		}}
		
		
	
	
		,
	journal={{International Commerce on Electronic Commerce}}
		
			
			,
	year={2000}
		
	

}

@incollection{b11,
	
	
		,
	title={{Measuring Service Quality in E-Retailing}}
		,
	author={{
			JECollier
		} and {
			CCBienstock
		}}
		
	
	
		,
	journal={{Journal of Service Research}}
		
			8
			
			,
	year={2006}
		
	

}

@book{b12,
	
	
		,
	title={{Social Exchange Theory, The Handbook of Social Psychology. Kluwer academic/Plenum}}
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	author={{
			K. SCook
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			EricR
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	year={2001}
			54
		
	

}

@book{b13,
	
	
		,
	title={{Available online at: zakachvane/Library/razlichnilekciina angliiski/Social exchange theory.pdf, Social Exchange Theory: An Interdisciplinary Review}}
		,
	author={{
			RCropanzano
		} and {
			MSMitchell
		}}
		
		
			,
	year={2005}
		
	

}

@incollection{b14,
	
	
		,
	title={{The Role of Social Presence in Establishing Loyalty in E-Service Environments}}
		,
	author={{
			DCyr
		} and {
			KHassanein
		} and {
			MHead
		} and {
			AIvanov
		}}
		
		
		
	
	
		,
	journal={{Interacting with Computers}}
		
			19
			
			,
	year={2009}
		
	

}

@incollection{b15,
	
	
		,
	title={{Social Exchange Theory}}
		,
	author={{
			RMEmerson
		}}
		335
	
	
		,
	journal={{Annual Review of Sociology}}
		
			2
			,
	year={1976}
		
	

}

@incollection{b16,
	
	
		,
	title={{Quality of Electronic Services: Conceptualizing and Testing a Hierarchical Model}}
		,
	author={{
			MFassnacht
		} and {
			IKoese
		}}
		
	
	
		,
	journal={{Journal of Service Research}}
		
			9
			
			,
	year={2006}
		
	

}

@incollection{b17,
	
	
		,
	title={{How Bricks and Mortar Attributes Affect Online Banking Adoption}}
		,
	author={{
			CFlavian
		} and {
			MGuinaliu
		} and {
			ETorre
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			24
			
			,
	year={2006}
		
	

}

@incollection{b18,
	
	
		,
	title={{Evaluating Structural Equations Models with Unobservable Variables and Measurement Error}}
		,
	author={{
			CFornell
		} and {
			DFLarcker
		}}
		
	
	
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	journal={{Journal of Marketing Research}}
		
			18
			
			,
	year={1981}
		
	

}

@incollection{b19,
	
	
		,
	title={{Customer Satisfaction in Web 2.0 and Information Technology Development}}
		,
	author={{
			SGajendra
		} and {
			BLi
		}}
		
	
	
		,
	booktitle={{Information Technology and People, scheduled for}}
				
			,
	year={2013}
			26
		
	

}

@incollection{b20,
	
	
		,
	title={{Antecedents of Perceived Quality in the Context of Internet Retail Stores}}
		,
	author={{
			SDimitriadis
		} and {
			VStathakopoulos
		}}
		
	
	
		,
	journal={{Journal of Marketing Management}}
		
			21
			
			,
	year={2005}
		
	

}

@book{b21,
	
	
		,
	title={{Multivariate Data Analysis with Readings}}
		,
	author={{
			JFHair
		} and {
			REAnderson
		} and {
			RLTatham
		} and {
			WCBlack
		}}
		
		
		
		
			,
	year={1998}
			,
	publisher={Prentice Hall}
			,
	address={Englewood Cliffs NJ}
		
	

}

@book{b22,
	
	
		,
	title={{Websites, Consumer Marketing}}
		,
	author={{
			DHallerman
		}}
		
			,
	year={2009}
			
		
	

}

@incollection{b23,
	
	
		,
	title={{Antecedents of Customer Satisf action on the Internet: An Empirical Study of Online Shopping}}
		,
	author={{
			CHo
		} and {
			WWu
		}}
		
	
	
		,
	booktitle={{Thirty-second Annual Hawaii International Conference on System Sciences}}
				Maui, Hawai i
		
			,
	year={1999}
			
		
	

}

@incollection{b24,
	
	
		,
	title={{What is the True Value of a Lost Customer?}}
		,
	author={{
			JEHogan
		} and {
			NLKatherine
		} and {
			LBarak
		}}
		
		
	
	
		,
	journal={{Journal of Service Research}}
		
			5
			
			,
	year={2003}
		
	

}

@incollection{b25,
	
	
		,
	title={{Antecedents of Customer Loyalty in Residential Energy Markets: Service Quality, Satisfaction, Trust and Switching Costs}}
		,
	author={{
			VAIbanez
		} and {
			PHartmann
		} and {
			PZCalvo
		}}
		
		
	
	
		,
	journal={{Service Industries Journal}}
		
			26
			
			,
	year={2006}
		
	

}

@incollection{b26,
	
	
		,
	title={{Student Evaluation of E-Service Quality Criteria in Uganda: The Case of Automatic Teller Machines}}
		,
	author={{
			IKatono
		}}
	
	
		,
	journal={{International Journal of Emerging Markets}}
		
			6
			
			,
	year={2011}
		
	

}

@book{b27,
	
	
		,
	author={{
			JVKoch
		}}
		,
	title={{Are Prices Lower on the Internet? Not Always! Business Horizons}}
				
			,
	year={2003}
			46
			
		
	

}

@incollection{b28,
	
	
		,
	title={{The Antecedents of Consumer Loyalty in Retail Banking}}
		,
	author={{
			BLewis
		} and {
			MSoureli
		}}
		
	
	
		,
	journal={{Journal of Consumer Behavior}}
		
			5
			
			,
	year={2006}
		
	

}

@book{b29,
	
	
		,
	title={{Relationship between Guest Perceptions of Service Quality and Customer Loyalty in the Hotel Industry in South Florida}}
		,
	author={{
			CLin
		}}
		
			,
	year={2005}
		
		
			Lynn University
		
	

}

@incollection{b30,
	
	
		,
	title={{Examining Customer Value Perceptions of Organizational Buyers When Sourcing from Multiple Vendors}}
		,
	author={{
			AHLiu
		} and {
			MPLeach
		} and {
			KLBernhardt
		}}
		
		
	
	
		,
	journal={{Journal Business Research}}
		
			58
			
			,
	year={2005}
		
	

}

@book{b31,
	
	
		,
	author={{
			BFManly
		}}
		,
	title={{Multivariate Statistical Methods}}
				,
	editor={
			BfjManly
		}
		London, United Kingdom
		
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	publisher={Chapman and Hall}
			,
	year={1994}
		
	
	,
	note={Factor Analysis}

}

@incollection{b32,
	
	
		,
	title={{Customer Loyalty: An Empirical Study}}
		,
	author={{
			RMcmullan
		} and {
			AGilmore
		}}
		
	
	
		,
	journal={{European Journal of Marketing}}
		
			42
			
			,
	year={2008}
		
	

}

@book{b33,
	
	
		,
	title={{Theories of Communication Networks}}
		,
	author={{
			PMonge
		}}
		
			,
	year={2003}
			,
	publisher={Oxford University Press}
		
	

}

@incollection{b34,
	
	
		,
	title={{The Effect of Perceived Service Quality Dimensions on Customer Satisfaction, Trust, and Loyalty in E-Commerce Settings}}
		,
	author={{
			KNorizan
		} and {
			AANor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			22
			
			,
	year={2010}
		
	

}

@incollection{b35,
	
	
		,
	title={{Whence Consumer Loyalty?}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			63
			33
			,
	year={1999}
		
	

}

@incollection{b36,
	
	
		,
	title={{A Conceptual Model of Service Quality and Its Implications for Future Research}}
		,
	author={{
			AParasuraman
		} and {
			LLBerry
		} and {
			VAZeithaml
		}}
		
		
	
	
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	journal={{Journal of Marketing}}
		
			49
			3
			
			,
	year={1985}
		
	

}

@incollection{b37,
	
	
		,
	title={{A Crosscultural Study of Switching Barriers and Propensity to Stay with Service providers}}
		,
	author={{
			PGPatterson
		} and {
			TSmith
		}}
		
	
	
		,
	journal={{Journal of Retailing}}
		
			9
			2
			
			,
	year={2003}
		
	

}

@incollection{b38,
	
	
		,
	title={{Exploring the Implications of the Internet for Consumer Marketing}}
		,
	author={{
			RAPeterson
		} and {
			BSridhar
		} and {
			JBBart
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			25
			
			,
	year={1997}
		
	

}

@incollection{b39,
	
	
		,
	title={{Customer Satisfacti On: A Meta Analysis of the Empirical Evidence}}
		,
	author={{
			DMSzymanski
		} and {
			DHHenar D
		}}
		
	
	
		,
	journal={{Journal of Academic of Marketing Science}}
		
			29
			
			,
	year={2001}
		
	

}

@incollection{b40,
	
	
		,
	title={{Study of Web-designers' Criteria for Effective Business-to-Consumer Websites Using the Repertory Grid Technique}}
		,
	author={{
			FBTan
		} and {
			LLTung
		} and {
			YXu
		}}
		
		
	
	
		,
	journal={{Journal of Electronic Commerce Research}}
		
			10
			
			,
	year={2009}
		
	

}

@incollection{b41,
	
	
		,
	title={{Determinants of Reach and Loyalty: A Study of Websit Performance and Implications for Website Design}}
		,
	author={{
			MTarafdar
		} and {
			JZhang
		}}
		
	
	
		,
	journal={{Journal of Computer Information Systems}}
		
			48
			2
			
			,
	year={2008}
		
	

}

@incollection{b42,
	
	
		,
	title={{Understanding Customer Switching Behavior in a Liberalizing Service Market}}
		,
	author={{
			JEWieringa
		} and {
			PCVerhoef
		}}
		
	
	
		,
	journal={{Journal of Service Research}}
		
			10
			
			,
	year={2007}
		
	

}

@incollection{b43,
	
	
		,
	title={{Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience}}
		,
	author={{
			MFWolfinbarger
		} and {
			MCGilly
		}}
		
	
	
		,
	journal={{MSI Working Paper Series}}
		
			
			,
	year={2003}
		
	

}

@incollection{b44,
	
	
		,
	title={{Perceived Service Quality -Analyzing Relationships amon Employees, Customers, and Financial Performance}}
		,
	author={{
			DKYoo
		} and {
			JAPark
		}}
		
	
	
		,
	journal={{International Journal of Quality and Reliability Management}}
		
			24
			
			,
	year={2007}
		
	

}

@incollection{b45,
	
	
		,
	title={{Service Quality Delivery through Websites: A Critical Review of Extant Knowledge}}
		,
	author={{
			VAZeithaml
		} and {
			AParasuraman
		} and {
			AMalhotra
		}}
		
		
	
	
		,
	journal={{Journal of the Academy of Marketing Science}}
		
			30
			
			,
	year={2002}
		
	

}

@incollection{b46,
	
	
		,
	title={{Electronic Commerce in Retailing: Convenience, Search Cost, Delivery, and Price Across Retail Formats}}
		,
	author={{
			JWPalmer
		}}
	
	
		,
	journal={{Information Technology and Management}}
		
			1
			
			,
	year={2000}
		
	

}