@incollection{,
	
					
					
					CED280BCA542FB09AF7C89F1BA9B7635
				,
	author={{Ermias WorkuMengistu} and {KibretTekeba} and {University of Gondar}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1842536
}

@incollection{b0,
	
	
		,
	title={{Customer Satisfaction in Banking Industry: A comparative study between Ghana and Spain}}
	
	
		,
	journal={{Aborampah Ameah Mensah}}
		
			,
	year={2010}
		
	

}

@incollection{b1,
	
	
		,
	title={{Bank selection criteria employed by college students in Bahrain: an empirical analysis}}
		,
	author={{
			MAlmossawi
		}}
	
	
		,
	journal={{Int. J. Bank. Mark}}
		
			,
	year={2001}
		
	

}

@book{b2,
	
	
		,
	title={{Amhara Credit and Saving Institution, (ACSI)}}
				
			,
	year={June, 30 (2016}
		
	
	,
	note={Annual Report}

}

@incollection{b3,
	
	
		,
	title={{Institutional Profile, Current Status and Future Strategy}}
	
	
		,
	journal={{Amhara Credit and Saving Institution}}
		
			,
	year={2009}
		
	

}

@incollection{b4,
	
	
	
	
		,
	booktitle={{Independent Auditors 'Report and Financial Statements}}
				
			,
	publisher={ACSI}
			,
	year={2005-2009}
		
	

}

@incollection{b5,
	
	
		,
	title={{Institutional Profile, Current Status and Future Strategy}}
	
	
		,
	booktitle={{Amhara Credit and Saving Institution (ACSI)}}
				Bahir Dar
		
			,
	year={May 2004}
		
	

}

@incollection{b6,
	
	
		,
	title={{customer satisfaction and shareholder value}}
		,
	author={{
			EAnderson
		} and {
			CFornell
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			,
	year={2004}
		
	

}

@book{b7,
	
	
		,
	title={{}}
		,
	author={{
			KothlerArmstrong
		}}
		
			,
	year={2011}
			,
	publisher={Principles of Marketing}
		
	

}

@incollection{b8,
	
	
		,
	title={{Evaluating service encounters: the effect of physical surroundings and employee responses}}
		,
	author={{
			MJBitner
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			,
	year={1990}
		
	

}

@incollection{b9,
	
	
		,
	title={{Service intangibility and its impact on consumer expectation of service quality}}
		,
	author={{
			Charlene PlegerBebko
		}}
	
	
		,
	journal={{Journal of service marketing}}
		
			14
			,
	year={2000}
		
	

}

@book{b10,
	
	
		,
	title={{Service Marketing, Operation Management and Strategy}}
		,
	author={{
			EClow
		} and {
			LKutz
		}}
		
		
			,
	year={2003}
			,
	publisher={Biztantra press}
			,
	address={New Delhi}
		
	

}

@book{b11,
	
	
		,
	title={{Research Design: Qualitative, Quantitative and Mixed Methods approach}}
		,
	author={{
			WCreswell
		} and {
			John
		}}
		
		
			,
	year={2012}
			,
	publisher={Sage publication, Inc}
			,
	address={New Delhi, India}
		
	

}

@incollection{b12,
	
	
		,
	title={{Measuring service quality: a re-examination and extension}}
		,
	author={{
			JJCroninJr
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			,
	year={2004}
		
	

}

@incollection{b13,
	
	
		,
	title={{SERVPERF versus SERVQUAL, reconciling performancebaseman perceptions -minus -expectations measurement of service quality}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			,
	year={1992}
		
	

}

@book{b14,
	
	
		,
	title={{Research methodology, Methods and Techniques, 2 nd Revised Edition}}
		,
	author={{
			CRKothari
		}}
		
			,
	year={2004}
			,
	publisher={New age international Publishers}
		
	

}

@incollection{b15,
	
	
		,
	title={{service quality satisfaction and behavioral intentions: A study of low cost airline carriers in Thailand}}
		,
	author={{
			.CGour
		} and {
			TheingiSaha
		}}
		
	
	
		,
	journal={{an international journal}}
		
			19
			,
	year={2009}
		
	

}

@book{b16,
	
	
		,
	title={{Essentials of Service Marketing: Concepts Strategies, & cases. United State of America}}
		,
	author={{
			KHuffman
		} and {
			JBateson
		}}
		
		
			,
	year={2001}
			,
	address={Mike Roche}
		
	

}

@book{b17,
	
	
		,
	title={{Marketing Management, 14 Editions}}
		,
	author={{
			PKotler
		}}
		
			,
	year={2012}
			,
	publisher={Prentice Hall}
			,
	address={New Jersey}
		
	

}

@book{b18,
	
	
		,
	title={{}}
		,
	author={{
			WirtLovelock
		}}
		,
	editor={Service Marketing U.S.A Pearson prentice-Hall}
		
			,
	year={2004}
		
	

}

@incollection{b19,
	
	
		,
	title={{Bank Service Quality, Customer Satisfaction and Loyalty in Ethiopian Banking Sector}}
		,
	author={{
			Mesay Sata Shanka
		}}
	
	
		,
	journal={{Journal of Business Administration and Management Sciences Research}}
		
			,
	year={2012}
		
	

}

@incollection{b20,
	
	
		,
	title={{SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LBerry
		}}
		
		
	
	
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	journal={{Journal of Retailing}}
		
			,
	year={1988}
		
	

}

@book{b21,
	
	
		,
	author={{
			ToraYemane
		}}
		,
	title={{Statistics, An Introductory Analysis}}
				New York
		
			,
	publisher={Harper and Row}
			,
	year={1967}
		
	

}

@book{b22,
	
	
		,
	title={{Service Marketing 7 west patal Nagar}}
		,
	author={{
			VZeithmal
		} and {
			MBitner
		}}
		
		
			,
	year={2004}
			,
	address={New Delhi}
		
	

}