Kumar, M Kee, K.T & Charles, v. (2010). Comparative Evaluation of critical factors An application of Dominance Analysis in delivering service quality of bank: in modified SERVQUAL Model. Linda McDaniel (2000). Quality Performance and Service Excellence”: Journal “The of marketing research. L.L Berry V.A Zeithaml and A. Parasuraman. Quality counts in service too. Business Horizon. (1985). Lovelock, Wirtz & Chartterjee (2012). Services Marketing 5th edition press Persian. I.T (2000). Challenges Facing a Financial Institution to Improve Service Port Elizabeth, South Africa: unpublished Quality and Customer Retention. MBA thesis. Muphy, J,A. (2001). The lifebelt: the Definitive Guide to Managing Customer Chichester, England, UK. Retention. Oliver (1980). Bases of Consumer Satisfaction Research: Review, “Theoretical critique and future direction. In C. Lamb and P. Dunne (Eds), Theoretical American Marketing Developments in Marketing (pp. 206-210). Chicago: Association. Olson, J. and Dover, P (1979). of consumer expectations through ’’Disconfirmation product trial”. Vol 64, pp. 179-189 Journal of applied Psychology: P. Asuboteng K.G, McCleary and J.E Swan (1996). SERVQUAL, a critical review of service quality. 10 (6) Journal of Service Marketing, Parasuraman, A, Zeithaml, V.A and Berry, L.L (1988). a multi term “SERVQUAL scale for measuring consumer perception of the service quality” Journal of Retailing.
Kumar, M Kee, K.T & Charles, v. (2010). Comparative Evaluation of critical factors in delivering service quality of bank: An application of Dominance Analysis in modified SERVQUAL Model. Linda McDaniel (2000). “The Quality Performance and Service Excellence”: Journal of marketing research. L.L Berry V.A Zeithaml and A. Parasuraman. Quality counts in service too. Business Horizon. (1985). Lovelock, Wirtz & Chartterjee (2012). Services Marketing 5th edition press Persian. I.T (2000). Challenges Facing a Financial Institution to Improve Service Quality and Customer Retention. Port Elizabeth, South Africa: unpublished MBA thesis. Muphy, J,A. (2001). The lifebelt: the Definitive Guide to Managing Customer Retention. Chichester, England, UK. Oliver (1980). “Theoretical Bases of Consumer Satisfaction Research: Review, critique and future direction. In C. Lamb and P. Dunne (Eds), Theoretical Developments in Marketing (pp. 206-210). Chicago: American Marketing Association. Olson, J. and Dover, P (1979). ’’Disconfirmation of consumer expectations through product trial”. Journal of applied Psychology: Vol 64, pp. 179-189 P. Asuboteng K.G, McCleary and J.E Swan (1996). SERVQUAL, a critical review of service quality. Journal of Service Marketing, 10 (6) Parasuraman, A, Zeithaml, V.A and Berry, L.L (1988). “SERVQUAL a multi term scale for measuring consumer perception of the service quality” Journal of Retailing.
DISSERTATON_%2D_NOGATH_FINAL.docx