@incollection{,
	
					
					
					AE53A5C082414C669292002FE78256C2
				,
	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}2043743
}

@incollection{b0,
	
	
		,
	title={{SERVQUAL and SERVPERF: A review of measures in services marketing research}}
		,
	author={{
			MAdil
		} and {
			OF MAl Ghaswyneh
		} and {
			AMAlbkour
		}}
		
		
	
	
		,
	journal={{Global Journal of Management and Business Research}}
		
			,
	year={2013}
		
	

}

@incollection{b1,
	
	
		,
	title={{Perceptions of service quality in Jordanian hotels}}
		,
	author={{
			AlKhattab
		} and {
			SAAldehayyat
		} and {
			JS
		}}
		
		
	
	
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	journal={{International Journal of Business and Management}}
		
			6
			7
			226
			,
	year={2011}
		
	

}

@incollection{b2,
	
	
		,
	title={{The antecedents and consequences of customer satisfacti on for firms}}
		,
	author={{
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			MWSullivan
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}

@incollection{b3,
	
	
		,
	title={{SERVQUAL revisited: a critical review of service quality}}
		,
	author={{
			PAsubonteng
		} and {
			KJMc Cleary
		} and {
			JESwan
		}}
		
		
	
	
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}

@incollection{b4,
	
	
		,
	title={{Quality, satisfaction and behavioral intentions}}
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	author={{
			DABaker
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			JLCrompton
		}}
		
	
	
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}

@book{b5,
	
	
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	title={{Customer satisfaction towards behaviour of Bank's employees (A comparative study of Punjab National Bank and State Bank of}}
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	author={{
			ABala
		}}
		
			,
	year={2013}
		
	

}

@incollection{b6,
	
	
		,
	title={{}}
	
	
		,
	journal={{Patiala in Jind district, Haryana). EXCEL International Journal of Multidisciplinary Management Studies}}
		
			3
			8
			
		
	

}

@incollection{b7,
	
	
		,
	title={{Building marketing strategies for state-owned enterprises against private ones based on the perspectives of customer satisfaction and service quality}}
		,
	author={{
			LTBei
		} and {
			CFShang
		}}
		
	
	
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			13
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}

@incollection{b8,
	
	
		,
	title={{Understanding information systems continuance: an expectation-confirmation model}}
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	author={{
			ABhattacherjee
		}}
	
	
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	journal={{MIS quarterly}}
		
			
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}

@incollection{b9,
	
	
		,
	title={{Evaluating service encounters: the effects of physical surroundings and employee responses}}
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		}}
	
	
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@incollection{b10,
	
	
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	title={{A longitudinal analysis of the impact of service changes on customer attitudes}}
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@incollection{b11,
	
	
		,
	title={{Some new thoughts on conceptualizing perceived service quality: a hierarchical approach}}
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	author={{
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			JJCroninJr
		}}
		
	
	
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}

@incollection{b12,
	
	
		,
	title={{A synthesised service quality model with managerial implications}}
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	author={{
			AABrogowicz
		} and {
			LMDelene
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}

@incollection{b13,
	
	
		,
	title={{Differential impact of social influence in the hospitality encounter}}
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	author={{
			KButcher
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	journal={{International Journal of Contemporary Hospitality Management}}
		
			17
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}

@incollection{b14,
	
	
		,
	title={{Service loyalty: The effects of service quality and the mediating role of customer satisfaction}}
		,
	author={{
			ACaruana
		}}
	
	
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	journal={{European journal of marketing}}
		
			36
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}

@incollection{b15,
	
	
		,
	title={{A critical appraisal of customer satisfaction and e-commerce}}
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	author={{
			ChiLin
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			C
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}

@book{b16,
	
	
		,
	title={{Measuring service quality: a reexamination and extension. The journal of marketing}}
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	author={{
			JJCroninJr
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			SATaylor
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@incollection{b17,
	
	
		,
	title={{Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments}}
		,
	author={{
			JJCroninJr
		} and {
			MKBrady
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			GT MHult
		}}
		
		
	
	
		,
	journal={{Journal of retailing}}
		
			76
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			,
	year={2000}
		
	

}

@incollection{b18,
	
	
		,
	title={{Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments}}
		,
	author={{
			JJCronin
		} and {
			MKBrady
		} and {
			GT MHult
		}}
		
		
	
	
		,
	journal={{Journal of retailing}}
		
			76
			2
			
			,
	year={2000}
		
	

}

@incollection{b19,
	
	
		,
	title={{A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study}}
		,
	author={{
			PADabholkar
		} and {
			CDShepherd
		} and {
			DIThorpe
		}}
		
		
	
	
		,
	journal={{Journal of retailing}}
		
			76
			2
			
			,
	year={2000}
		
	

}

@incollection{b20,
	
	
		,
	title={{Customer Satisfaction in the Hotel Industry: A Case Study from Sicily}}
		,
	author={{
			GDominici
		} and {
			RGuzzo
		}}
		
	
	
		,
	journal={{International Journal of Marketing Studies}}
		
			2
			2
			
			,
	year={2010}
		
	

}

@incollection{b21,
	
	
		,
	title={{The effects of satisfaction and loyalty on profits and growth: products versus services}}
		,
	author={{
			BEdvardsson
		} and {
			MDJohnson
		} and {
			AGustafsson
		} and {
			TStrandvik
		}}
		
		
		
	
	
		,
	journal={{Total quality management}}
		
			11
			7
			
			,
	year={2000}
		
	

}

@incollection{b22,
	
	
		,
	title={{Determinants of customer loyalty in the wireless telecommunications industry}}
		,
	author={{
			AEshghi
		} and {
			DHaughton
		} and {
			HTopi
		}}
		
		
	
	
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	journal={{Telecommunications policy}}
		
			31
			2
			
			,
	year={2007}
		
	

}

@incollection{b23,
	
	
		,
	title={{A crossindustry comparison of customer satisfaction}}
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	author={{
			BFarber
		} and {
			JWycoff
		}}
		
	
	
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	journal={{Journal of Services Marketing}}
		
			20
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	year={1991. May}
		
	

}

@incollection{b24,
	
	
		,
	title={{The Impact of Service Quality and Customer Satisfaction on Customer Retention in the Indian Banking Industry: An empirical analysis}}
		,
	author={{
			JGopalakrishnan
		} and {
			BBMishra
		} and {
			VKGupta
		} and {
			AVetrivel
		}}
		
		
		
	
	
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	journal={{Research Journal of Social Science and Management}}
		
			1
			3
			
			,
	year={2011}
		
	

}

@incollection{b25,
	
	
		,
	title={{Analysis of expectations of supply and demand relative to the quality of service in touristic zones in the interior: implications of management}}
		,
	author={{
			TGrande
		} and {
			MValejo
		} and {
			PMoya
		}}
		
		
	
	
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	journal={{Estudios Turísticos}}
		
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	year={2002}
		
	

}

@incollection{b26,
	
	
		,
	title={{A service quality model and its marketing implications}}
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	author={{
			CGrönroos
		}}
	
	
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}

@incollection{b27,
	
	
		,
	title={{From marketing mix to relationship marketing: Towards a paradigm shift in marketing}}
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	author={{
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}

@book{b28,
	
	
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}

@incollection{b29,
	
	
		,
	title={{The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention}}
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	author={{
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		} and {
			MDJohnson
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		}}
		
		
	
	
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}

@book{b30,
	
	
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	title={{Multivariate data analysis with readings}}
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	author={{
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			REAnderson
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		} and {
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		}}
		
		
		
		
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	year={1998}
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	publisher={Prentice-Hall}
			,
	address={Englewood Cliffs, NJ}
		
	

}

@incollection{b31,
	
	
		,
	title={{Service dimensions of service quality impacting customer satisfaction of fine dining restaurants in Singapore}}
		,
	author={{
			KoHarr
		} and {
			King Lily
		}}
		
	
	
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	year={2008}
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}

@incollection{b32,
	
	
		,
	title={{Modeling and managing student loyalty: An approach based on the concept of relationship quality}}
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	author={{
			THennig-Thurau
		} and {
			MFLanger
		} and {
			UHansen
		}}
		
		
	
	
		,
	journal={{Journal of service research}}
		
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}

@incollection{b33,
	
	
		,
	title={{Alternative indexes for monitoring customer perceptions of service quality: A comparative evaluation in a retail context}}
		,
	author={{
			RFHurley
		} and {
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		}}
		
	
	
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	journal={{Journal of the academy of Marketing Science}}
		
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}

@incollection{b34,
	
	
		,
	title={{Qualitative research methodinterviewing and observation}}
		,
	author={{
			SJamshed
		}}
	
	
		,
	journal={{Journal of basic and clinical pharmacy}}
		
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	year={2014}
		
	

}

@book{b35,
	
	
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	title={{The determinants of service quality: satisfiers and dissatisfies. International journal of service industry management}}
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	author={{
			RJohnston
		}}
		
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}

@incollection{b36,
	
	
		,
	title={{Transaction-specific satisfaction and overall satisfaction: an empirical analysis}}
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	author={{
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		} and {
			JSuh
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	journal={{Journal of services Marketing}}
		
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}

@incollection{b37,
	
	
		,
	title={{Why satisfied customers defect}}
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	author={{
			TOJones
		} and {
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		}}
		
	
	
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}

@incollection{b38,
	
	
		,
	title={{The impact of demand fluctuation on the quality of service: a tourism industry example. Managing Service Quality}}
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	author={{
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		}}
	
	
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	journal={{An International Journal}}
		
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}

@incollection{b39,
	
	
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	title={{Service quality dimensions: an examination of Grönroos's service quality model. Managing Service Quality}}
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	author={{
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		}}
		
	
	
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}

@book{b40,
	
	
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	title={{Factor analysis: Statistical methods and practical issues}}
				
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}

@incollection{b41,
	
	
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	title={{Impact of E-Baking Service Quality Dimensions on Customers' Satisfaction and Brand Equity (Case Study: Refah Bank, Tehran)}}
		,
	author={{
			AKordnaeij
		} and {
			HAskaripoor
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		}}
		
		
	
	
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}

@book{b42,
	
	
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	title={{Principles of Marketing}}
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	author={{
			PKotler
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	year={2012}
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	publisher={Pearson Education Inc}
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	address={New Jersy, USA}
		
	
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	note={14 th Edition}

}

@book{b43,
	
	
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	publisher={Sage Publications}
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	address={Thousands Oaks}
		
	

}

@incollection{b44,
	
	
		,
	title={{Perceived service quality and customer satisfaction in a store performance framework: an empirical study of Swedish grocery retailers}}
		,
	author={{
			AMägi
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			CRJulander
		}}
		
	
	
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}

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	title={{Marketing Research an Applied Orientation}}
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	author={{
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	publisher={Prestice Hall}
		
	

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@incollection{b46,
	
	
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	title={{Marketing research: A state-of-the-art review and directions for the twenty-first century}}
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	author={{
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}

@incollection{b47,
	
	
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	title={{Self-service technologies: understanding customer satisfaction with technology-based service encounters}}
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	author={{
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		} and {
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}

@book{b48,
	
	
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	title={{Hotel Service Quality and Business Performance in five hotels belonging to a UK Hotel Chain}}
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	year={2010}
		
	

}

@incollection{b49,
	
	
		,
	title={{International Services Marketing. A Comparative Evaluation of the Dimensions of Service Quality between Developed and Developing Countries}}
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	author={{
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			MUFrancis
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@book{b51,
	
	
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	author={{
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	year={2015}
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	publisher={Master of Business Administration Dissertation}
		
	

}

@incollection{b52,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
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	author={{
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@incollection{b53,
	
	
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	title={{Servqual: A multiple-item scale for measuring consumer perc}}
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@incollection{b54,
	
	
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	title={{Perceived quality and price: their impact on the satisfaction of restaurant customers}}
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	author={{
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	journal={{International Journal of Contemporary Hospitality Management}}
		
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	year={2004}
		
	

}

@book{b55,
	
	
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	title={{The customer's path to loyalty: a partial test of the relationships of prior experience, justice, and customer satisfaction}}
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			DESevert
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	year={2002}
		
	
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	note={Doctoral dissertation}

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	title={{An empirical study-awareness of customers on service quality of public sector banks in Varanasi}}
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	author={{
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	year={2013}
		
	

}

@incollection{b57,
	
	
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	title={{Measuring service quality in the public sector: the potential for SERVQUAL}}
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@incollection{b58,
	
	
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	title={{Effect of perceived service quality on customer satisfaction in hospitality industry: Gronroos' service quality model development}}
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}

@book{b59,
	
	
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	title={{Services marketing}}
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@incollection{b60,
	
	
		,
	title={{The behavioral consequences of service quality}}
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	author={{
			VAZeithaml
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			LLBerry
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	journal={{The Journal of Marketing}}
		
			
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}

@book{b61,
	
	
		,
	author={{
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			MJBitner
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			DDGremler
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	title={{Services marketing: integrating customer focus across the firm}}
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	publisher={McGraw-Hill}
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	year={2006}
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	,
	note={4th ed.}

}