@incollection{,
	
					
					
					650B81BB45B00256BD8966DFF0F94F64
				,
	author={{Dr.Sivesan} and {University of Jaffna - Sri Lanka}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}1955155
}

@incollection{b0,
	
	
		,
	title={{customer satisfaction, market share and profitability": findings from Sweden}}
		,
	author={{
			EWAnderson
		} and {
			CFornell
		} and {
			DRLehmann
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			58
			3
			
			,
	year={1994}
		
	

}

@incollection{b1,
	
	
		,
	title={{SERVQUAL revisited: a critical review of service quality}}
		,
	author={{
			KGAsubonteg
		} and {
			JEMccleary
		} and {
			Swan
		}}
		
		
	
	
		,
	journal={{Journal of Services Marketing}}
		
			10
			6
			
			,
	year={1996}
		
	

}

@incollection{b2,
	
	
		,
	title={{Evaluating service encounters: the effect of physical surroundings and employee responses}}
		,
	author={{
			MJBitner
		}}
	
	
		,
	journal={{Journal of Marketing}}
		
			54
			
			,
	year={1990. April}
		
	

}

@incollection{b3,
	
	
		,
	title={{A longitudinal analysis of the impact of service changes on customer attitudes}}
		,
	author={{
			RNBolton
		} and {
			JHDrew
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			55
			
			,
	year={1991. January}
		
	

}

@incollection{b4,
	
	
		,
	title={{policy lapsation in life insurance}}
		,
	author={{
			DChandarsekaran
		}}
	
	
		,
	journal={{IRADA journal}}
		
			VI
			,
	year={8 August, 2008}
		
	

}

@incollection{b5,
	
	
		,
	title={{Measuring service quality: a re-examination and extension}}
		,
	author={{
			JJCronin
		} and {
			SATaylor
		}}
		
	
	
		,
	journal={{Journal of Marketing}}
		
			56
			3
			
			,
	year={1992}
		
	

}

@incollection{b6,
	
	
		,
	title={{Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry}}
		,
	author={{
			LACrosby
		} and {
			NStephens
		}}
		
	
	
		,
	journal={{Journal of Marketing Research}}
		
			24
			4
			
			,
	year={1987}
		
	

}

@incollection{b7,
	
	
		,
	title={{Consumer as a Competitive Weapon}}
		,
	author={{
			PDawkins
		} and {
			FReichheld
		}}
		
	
	
		,
	journal={{Directors and Boards}}
		
			14
			
			,
	year={1990}
		
	

}

@incollection{b8,
	
	
		,
	title={{A pilot study on the service quality of insurance companies}}
		,
	author={{
			HGayathri
		} and {
			MCVinaya
		} and {
			KLakshmisha
		}}
		
		
	
	
		,
	journal={{Journal of Services Research}}
		
			5
			2
			
			,
	year={2005}
		
	

}

@incollection{b9,
	
	
		,
	author={{
			DGilbert
		} and {
			GaryLHarrell
		} and {
			Frazier
		}}
		
		
	
	
		,
	booktitle={{Marketing connecting with customers}}
				Upper Saddle River
		
			,
	publisher={Prentice Hall}
			,
	year={1999}
			07458
			39
		
	

}

@book{b10,
	
	
		,
	title={{Service Management and Marketing: Customer Management in service Competition}}
		,
	author={{
			CGrönroos
		}}
		
			,
	year={2007}
			,
	publisher={John Wiley & Sons Ltd}
			483
		
	
	,
	note={3rd Edition}

}

@incollection{b11,
	
	
		,
	title={{relationship between service quality and customer satisfaction Sri Lankan hotel industry}}
		,
	author={{
			WH D P UGunarathne
		}}
	
	
		,
	journal={{International Journal of Scientific and Research Publications}}
		2250-3153
		
			4
			11
			,
	year={2014. November 2014 1}
		
	

}

@incollection{b12,
	
	
		,
	title={{The important of company image toward customer satisfaction}}
		,
	author={{
			Hishamuddin
		} and {
			AAsiah
		}}
		
	
	
		,
	booktitle={{Allied Academies International Conference}}
				
			,
	year={2001}
			6
			
		
	

}

@incollection{b13,
	
	
		,
	title={{Consumer grudgeholding}}
		,
	author={{
			NKHunt
		} and {
			NDHunt
		} and {
			TCHunt
		}}
		
		
	
	
		,
	journal={{Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior}}
		
			1
			,
	year={1988}
		
	

}

@book{b14,
	
	
		,
	title={{Marketing management (13th end)}}
		,
	author={{
			PKotler
		} and {
			KLKeller
		}}
		
		
			,
	year={2009}
			,
	publisher={Pearson Education Inc}
			,
	address={New Jersey; Upper Saddle River}
		
	

}

@book{b15,
	
	
		,
	title={{Determinants of customer satisfaction in conventional insurance services: The case of Malaysia}}
		,
	author={{
			CCKeong
		}}
		
			,
	year={2014. November 2014}
			4
		
	

}

@incollection{b16,
	
	
		,
	title={{Customer Satisfaction for Financial Services: The Role of Products, Services and Information}}
		,
	author={{
			MKrishnan
		} and {
			VRamaswamy
		} and {
			MMeyer
		} and {
			PDamien
		}}
		
		
		
	
	
		,
	journal={{Management Science}}
		
			45
			
			,
	year={1999}
		
	

}

@book{b17,
	
	
		,
	title={{Principles of Marketing}}
		,
	author={{
			PKotler
		} and {
			GArmstrong
		}}
		
		
			,
	year={2010}
			,
	address={New Yersey; Upper Saddle River}
		
	

}

@book{b18,
	
	
		,
	title={{Lapsation of a life insurance policy" Volume no. IX, Issue II}}
		,
	author={{
			JKumar
		}}
		
			,
	year={July, 2009}
		
	

}

@book{b19,
	
	
		,
	title={{Determining the relative importance of critical factors in delivering service quality of banks: an application of dominance analysis in SERVQUAL model. Managing service quality}}
		,
	author={{
			MKumar
		} and {
			FTKee
		} and {
			ATManshor
		}}
		
		
		
			,
	year={2009}
			
		
	

}

@book{b20,
	
	
		,
	author={{
			NMalhotra
		} and {
			JHall
		} and {
			MShaw
		} and {
			POppenheim
		}}
		
		
		
		,
	title={{Marketing Research}}
				French Forest, NSW
		
			,
	publisher={Pearson Prentice Hall}
			,
	year={2006}
		
	
	,
	note={3rd ed}

}

@incollection{b21,
	
	
		,
	title={{Diagnosing the zone of tolerance for hotel services}}
		,
	author={{
			HNadiri
		} and {
			KHussain
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			15
			3
			
			,
	year={2005}
		
	

}

@incollection{b22,
	
	
		,
	title={{A cognitive model of the antecedents and consequences of satisfaction decisions}}
		,
	author={{
			RLOliver
		}}
	
	
		,
	journal={{Journal of Marketing Research}}
		
			17
			
			,
	year={1980. November}
		
	

}

@book{b23,
	
	
		,
	title={{Satisfaction: A Behavioral Perspective on the Consumer}}
		,
	author={{
			RLOliver
		}}
		
			,
	year={1996}
			,
	publisher={McGraw-Hill}
			,
	address={New York}
		
	

}

@incollection{b24,
	
	
		,
	title={{TQM practices and affective commitment: A case of Malaysian semiconductor packaging organizations}}
		,
	author={{
			KBOoi
		} and {
			MSSafa
		} and {
			VArumugam
		}}
		
		
	
	
		,
	journal={{Int. J. Manage. Entrepreneurship}}
		
			2
			1
			
			,
	year={2006}
		
	

}

@incollection{b25,
	
	
		,
	title={{A study on consumer satisfaction towards Life Insurance Corporation of India}}
		,
	author={{
			SJPatil
		}}
	
	
		,
	booktitle={{International Journals of Marketing and Technology}}
				
			,
	year={2012}
			2
		
	

}

@book{b26,
	
	
		,
	title={{Delivering Quality Service: Balancing Customer Perception and Expectations}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithml
		} and {
			LLBerry
		}}
		
		
		
			,
	year={1990}
			,
	publisher={The Free Press}
			,
	address={New York}
		
	

}

@incollection{b27,
	
	
		,
	title={{Refinement and Reassessment of the SERVQUAL Scale}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithml
		} and {
			LBerry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			67
			,
	year={1991}
		
	

}

@incollection{b28,
	
	
		,
	title={{SERVQUAL: A multiple Item scale for measuring consumer perceptions of Service Quality}}
		,
	author={{
			ValarieAParasuraman
		} and {
			LeonardLZeithaml
		} and {
			Berry
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			64
			,
	year={1998. Spring 1998}
		
	

}

@incollection{b29,
	
	
		,
	title={{A study on consumer satisfaction towards Life Insurance Corporation of India}}
		,
	author={{
			SJPatil
		}}
	
	
		,
	journal={{International Journals of Marketing and Technology}}
		
			2
			
			,
	year={2012}
		
	

}

@book{b30,
	
	
		,
	author={{
			ARoa
		}}
		,
	title={{TQM: A Cross Functional Perspective}}
				USA
		
			,
	publisher={John Wiley & sons}
			,
	year={1996}
		
	

}

@incollection{b31,
	
	
		,
	title={{Search costs, switching costs and product heterogeneity in an insurance market}}
		,
	author={{
			HSchlesinger
		} and {
			MG JGraf Von Der Schulenburg
		}}
		
	
	
		,
	journal={{Journal of Risk and Insurance}}
		
			58
			1
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	year={1991}
		
	

}

@incollection{b32,
	
	
		,
	title={{Customer-service provider relationships: an empirical test of a model of service quality, satisfaction and relationship oriented}}
		,
	author={{
			DJShemwell
		} and {
			UYavas
		} and {
			ZBilgin
		}}
		
		
	
	
		,
	journal={{International Journal of Service Industry Management}}
		
			9
			2
			,
	year={1998}
		
	

}

@incollection{b33,
	
	
		,
	title={{The erosion of service quality}}
		,
	author={{
			WSherden
		}}
	
	
		,
	journal={{Best's Review}}
		
			88
			5
			22
			,
	year={1987}
		
	

}

@incollection{b34,
	
	
		,
	title={{Measuring the Customer Perceived Service Quality for Life Insurance Services: An Empirical Investigation}}
		,
	author={{
			HMSiddiqui
		} and {
			TGSharma
		}}
		
	
	
		,
	journal={{International Business Research}}
		
			3
			3
			,
	year={2010. July 2010}
		
	

}

@incollection{b35,
	
	
		,
	title={{Analyzing the value of life insurance as an investment}}
		,
	author={{
			JHSmith
		}}
	
	
		,
	journal={{Journal of Financial Planning}}
		
			27
			3
			
			,
	year={2014}
		
	

}

@incollection{b36,
	
	
		,
	title={{An Assessment of the Relationship Between Service Quality and Customer Satisfaction in The Formation of Consumers' Purchase Intentions}}
		,
	author={{
			SATaylor
		} and {
			.B
		} and {
			TL
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			70
			2
			,
	year={1994}
		
	

}

@incollection{b37,
	
	
		,
	title={{Assessing the use of regression analysis in examining service recovery in the insurance industry": relating service quality, customer satisfaction and customer trust}}
		,
	author={{
			SATaylor
		}}
	
	
		,
	journal={{Journal of Insurance Issues}}
		
			24
			1
			,
	year={2001}
		
	

}

@incollection{b38,
	
	
		,
	title={{Service quality perception and customer satisfaction in life insurance companies in India}}
		,
	author={{
			DUpadhyaya
		} and {
			MBadlani
		}}
		
	
	
		,
	booktitle={{International Conference on Technology and Business Management}}
				
			,
	year={2011}
		
	

}

@incollection{b39,
	
	
		,
	title={{Service quality in a cellular telecommunications company: a South African experience}}
		,
	author={{
			RW EVan Der Wal
		} and {
			APampallis
		} and {
			CBond
		}}
		
		
	
	
		,
	journal={{Managing Service Quality}}
		
			12
			,
	year={2002}
		
	

}

@incollection{b40,
	
	
		,
	title={{Assessing Customer Relationship Management Strategies for Creating Customer Loyalty in Insurance Industry}}
		,
	author={{
			HM D SWijenayaka
		} and {
			DAPerera
		} and {
			WSSanjeewa
		}}
		
		
	
	
		,
	journal={{International Research Conference}}
		
			,
	year={2015. November 2015}
		
		
			KDU
		
	

}

@book{b41,
	
	
		,
	author={{
			AWilson
		} and {
			VAZeithaml
		} and {
			MJBitner
		} and {
			DDGremler
		}}
		
		
		
		,
	title={{Services Marketing}}
				
			,
	publisher={McGraw-Hill Education}
			,
	year={2008}
		
	

}

@incollection{b42,
	
	
		,
	title={{Determinants of family Takaful (Islamic life insurance) demand: A conceptual framework for a Malaysian study}}
		,
	author={{
			ASYazid
		} and {
			JArifin
		} and {
			MRHussin
		} and {
			WN WDaud
		}}
		
		
		
	
	
		,
	journal={{International Journal of Business and Management}}
		
			7
			
			,
	year={2012}
		
	

}

@book{b43,
	
	
		,
	title={{Delivering Service Quality: Balancing Customer Perceptions and Expectations}}
		,
	author={{
			V AZeithaml
		} and {
			AParasuraman
		} and {
			LBerry
		}}
		
		
		
			,
	year={1993}
			,
	publisher={The Free Press}
			,
	address={New York}
		
	

}

@incollection{b44,
	
	
		,
	title={{The Behavioral Consequences of Service Quality}}
		,
	author={{
			VZeithaml
		} and {
			LLBerry
		} and {
			AParasuraman
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			60
			
			,
	year={1996}
		
	

}

@book{b45,
	
	
		,
	author={{
			VAZeithaml
		} and {
			MJBitner
		} and {
			DDGremler
		}}
		
		
		,
	title={{Services marketing}}
				
			,
	publisher={McGraw-Hill}
			,
	year={2006}
		
	
	,
	note={4th edition}

}

@incollection{b46,
	
	
		,
	title={{Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn}}
		,
	author={{
			VAZeithaml
		}}
	
	
		,
	journal={{Journal of Academy of Marketing Science}}
		
			28
			1
			,
	year={2009}
		
	

}