@incollection{,
	
					
					
					F0EBAE7E559AF7DE8C34F3D326E9A7DA
				,
	author={{TarannumIslam} and {Shekh Md. SahidujJaman} and {Tanzila RahmanLubna} and {Hajee Mohammad Danesh Science and Technology University}},
	journal={{Global Journal of Management and Business Research}},
	journal={{GJMBR}}2249-45880975-585310.34257/GJMBR,
	address={Cambridge, United States},
	publisher={Global Journals Organisation}2115562
}

@incollection{b0,
	
	
		,
	title={{Service quality and customer satis faction in Mozambique banking system}}
		,
	author={{
			FBilika
		} and {
			MSafari
		} and {
			SMansori
		}}
		
		
	
	
		,
	journal={{Journal of Marketing Management and Consumer Behavior}}
		
			1
			3
			
			,
	year={2016}
		
	

}

@incollection{b1,
	
	
		,
	title={{Searching for A Consensus on the Antecedent Role of Service Quality and Satisfaction: An Exploratory Crossnational Study}}
		,
	author={{
			MKBrady
		} and {
			CJRobertson
		}}
		
	
	
		,
	journal={{Journal of Business Research}}
		
			51
			1
			
			,
	year={2001}
		
	

}

@incollection{b2,
	
	
		,
	title={{Assessing the effects of quality, value and customer satisfaction on consumer behavioral intentions in service environments}}
		,
	author={{
			JJCronin
		} and {
			MKBrady
		} and {
			GT&hult
		}}
		
		
	
	
		,
	journal={{Journal of Retailing}}
		
			76
			2
			
			,
	year={2000}
		
	

}

@incollection{b3,
	
	
		,
	title={{Linkage between service quality and customers loyalty in commercial banks}}
		,
	author={{
			SDhandabani
		}}
	
	
		,
	journal={{International Journal of Management & Strategy}}
		
			1
			1
			
			,
	year={2010}
		
	

}

@incollection{b4,
	
	
		,
	title={{A National Customer Satisfaction Barometer: The Swedish Experience}}
		,
	author={{
			CFornell
		}}
	
	
		,
	journal={{Journal of marketing}}
		
			56
			
			,
	year={1992}
		
	

}

@incollection{b5,
	
	
		,
	title={{Service quality measurement in the Chinese corporate banking market}}
		,
	author={{
			XGuo
		} and {
			ADuff
		} and {
			MHair
		}}
		
		
	
	
		,
	journal={{International Journal of Bank Marketing}}
		
			26
			5
			
			,
	year={2008}
		
	

}

@incollection{b6,
	
	
		,
	title={{Perceived justice in service recovery and behavioral intentions: The role of relationship quality}}
		,
	author={{
			JHa
		} and {
			SJang
		}}
		
	
	
		,
	journal={{International Journal of Hospitality Management}}
		
			28
			
			,
	year={2009}
		
	

}

@book{b7,
	
	
		,
	title={{Measuring Customer Satisfaction and Loyalty}}
		,
	author={{
			BEHayes
		}}
		
			,
	year={2008}
			,
	publisher={American Society for Quality}
			,
	address={Milwaukee, USA}
		
	
	,
	note={rd ed.}

}

@incollection{b8,
	
	
		,
	title={{Bank selection criteria of retail customers in Bangladesh: a study on Khulna city}}
		,
	author={{
			AT MJahiruddin
		} and {
			R&haque
		}}
		
	
	
		,
	journal={{Journal of Business and Management}}
		
			15
			2
			
			,
	year={2009}
		
	

}

@incollection{b9,
	
	
		,
	title={{CUSTOMER SATISFACTION ON SERVICE QUALITY IN PRIVATE COMMERCIAL BANKING SECTOR IN BANGLADESH}}
		,
	author={{
			RAKarim
		} and {
			TChowdhury
		}}
		
	
	
		,
	journal={{British Journal of Marketing Studies}}
		
			2
			2
			
			,
	year={2014}
		
	

}

@incollection{b10,
	
	
		,
	title={{Principles of marketing}}
		,
	author={{
			PKotler
		} and {
			GArmstrong
		}}
		
	
	
		,
	booktitle={{Lake Street}}
				Upper Saddle River, New Jersey
		
			,
	publisher={Prentice Hall}
			,
	year={2012}
		
	
	,
	note={th ed.}

}

@incollection{b11,
	
	
		,
	title={{A conceptual model of service quality and its implications for future research}}
		,
	author={{
			AParasuraman
		} and {
			VAZeithaml
		} and {
			LLBerry
		}}
		
		
	
	
		,
	journal={{Journal of Marketing}}
		
			49
			
			,
	year={1985}
		
	

}

@incollection{b12,
	
	
		,
	title={{A Service Quality Improvement Dynamic Decision Support System for Refurbishment Contractors}}
		,
	author={{
			YHPerng
		}}
	
	
		,
	journal={{Total Quality Management & Business Excellence}}
		
			18
			7
			
			,
	year={2007}
		
	

}

@incollection{b13,
	
	
		,
	title={{Customer satisfaction and its measurement in hospitality enterprises}}
		,
	author={{
			APizam
		} and {
			TEllis
		}}
		
	
	
		,
	journal={{International Journal of Contemporary Hospitality Management}}
		
			11
			7
			
			,
	year={1999}
		
	

}

@incollection{b14,
	
	
		,
	title={{Customer Satisfaction: A Comparative Study of Public and Private Sector Banks in Bangladesh}}
		,
	author={{
			JRay
		}}
	
	
		,
	journal={{IOSR Journal of Business and Management}}
		
			20
			1
			
			,
	year={2018}
		
	

}

@incollection{b15,
	
	
		,
	title={{The moral psychology of business: Care and compassion in the corporation}}
		,
	author={{
			RCSolomon
		}}
	
	
		,
	journal={{Business Ethics Quarterly}}
		
			8
			
			,
	year={1998}
		
	

}

@incollection{b16,
	
	
		,
	title={{Path analysis of perceived service quality, satisfaction and loyalty in greek insurance}}
		,
	author={{
			ETsoukatos
		} and {
			GRand
		}}
		
	
	
		,
	journal={{Managing Service Quality}}
		
			16
			
			,
	year={2006}
		
	

}

@book{b17,
	
	
		,
	title={{Delivering Quality Service: Balancing Customer Perceptions and Expectations}}
		,
	author={{
			VAZeithaml
		} and {
			AParasuraman
		} and {
			LLBerry
		}}
		
		
		
			,
	year={1990}
			,
	publisher={The Free Press}
			,
	address={New York}
		
	

}

@book{b18,
	
	
		,
	title={{Services Marketing}}
		,
	author={{
			VAZeithaml
		}}
		
			,
	year={2003}
			,
	publisher={Tata McGraw-Hill Publishing Company Limited}
			,
	address={New Delhi}
		
	
	,
	note={th ed.}

}