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157 REFERENCES: BOOKS: C.R.Kothari (2002), “Research methodology: Methods and techniques”, Vishwa Prakashan, New Delhi, 2 nd Edition, pp 277-278, 300-302, 376-378 Christopher lovelock, Jochen Wirtz, Jayanta Chatterjee (2007), Services Marketing: People, Technology, Strategy, Sixth Edition, Pearson Education, pp 10-30, 64- 98, 222-270, 398-402 D.Muraleedharan (2009),” Modern Banking”, PHI Learning Private Limited, pp 1-9 Field (2005), “Discovering Statistics using SPSS”, 2 nd Edition, London Sage Mark Saunders, Philip Lewis, Adrian Thornhill (2011), “Research Methods for Business Students”, Fifth Edition, Pearson Education, pp 210-243, 360-401, 581. Naresh Malhotra (2001), “Marketing research: An applied orientation”, Third edition, Pearson Education Asia, Nunnally, J. C. (1978),” Psychometric theory”, 2ndEdition, New York: McGraw-Hill. O.P AGARWAL (2011), “Banking and Insurance”, 2 nd Edition, Himalaya Publishing House, Pp-1-35 Phillip Kotler, Gary Armstrong, Prafulla Agnihotri, Ehsan Ul Haque (2010), “Principles of Marketing: A South Asian Perspective” 13 th Edition, Pearson Education, pp 114-116, 490-492 Sheridan J Coakes, Lyndall Steed, Peta Dzidic (2006), “SPSS 13.0 for windows, analysis Without Anguish”, Wiley & Sons, Australia Tabachnick and Fidell (1996), “Using multivariate statistics”, 3 rd Edition, New York, Harper Collins College Publishers

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Page 1: REFERENCES - Shodhganga : a reservoir of Indian theses …shodhganga.inflibnet.ac.in/.../55648/17/17_references.pdf ·  · 2015-10-21REFERENCES: BOOKS: C.R.Kothari ... Banks Through

157

REFERENCES:

BOOKS:

C.R.Kothari (2002), “Research methodology: Methods and techniques”, Vishwa

Prakashan, New Delhi, 2nd Edition, pp 277-278, 300-302, 376-378

Christopher lovelock, Jochen Wirtz, Jayanta Chatterjee (2007), Services Marketing:

People, Technology, Strategy, Sixth Edition, Pearson Education, pp 10-30, 64-

98, 222-270, 398-402

D.Muraleedharan (2009),” Modern Banking”, PHI Learning Private Limited, pp 1-9

Field (2005), “Discovering Statistics using SPSS”, 2nd Edition, London Sage

Mark Saunders, Philip Lewis, Adrian Thornhill (2011), “Research Methods for

Business Students”, Fifth Edition, Pearson Education, pp 210-243, 360-401, 581.

Naresh Malhotra (2001), “Marketing research: An applied orientation”, Third edition,

Pearson Education Asia,

Nunnally, J. C. (1978),” Psychometric theory”, 2ndEdition, New York: McGraw-Hill.

O.P AGARWAL (2011), “Banking and Insurance”, 2nd Edition, Himalaya Publishing

House, Pp-1-35

Phillip Kotler, Gary Armstrong, Prafulla Agnihotri, Ehsan Ul Haque (2010),

“Principles of Marketing: A South Asian Perspective” 13th Edition, Pearson

Education, pp 114-116, 490-492

Sheridan J Coakes, Lyndall Steed, Peta Dzidic (2006), “SPSS 13.0 for windows,

analysis Without Anguish”, Wiley & Sons, Australia

Tabachnick and Fidell (1996), “Using multivariate statistics”, 3rd Edition, New York,

Harper Collins College Publishers

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158

COMPANY REPORTS:

Federation of Indian Chambers Of Commerce & Industry, Indian Banking System:

The Current State & Road Ahead, Annual Survey, 2010

Indian Brand Equity Foundation, Market overview: banking (2010)

Mckinsey And Company, “India Banking 2010, Towards a High PerformingSector”

Reserve Bank of India, Occasional Papers, 2010-2011

CONFERENCE PAPERS:

A.Krishna Kumar (2010), “Customer Satisfaction Vs Service Quality”, Presentation, 6th

Banking Technology 2010 Conference & Banking Technology Awards 2009

Andreas Soteriou and Stavros A. Zenios (1997), “Efficiency, Profitability and Quality

of Banking Services”, Working Paper, Department of Public and Business

Administration, University of Cyprus, Nicosia, CYPRUS.

Barry Eichengreen, Poonam Gupta, “The Service Sector as India’s Road To

Economic Growth?” Working Paper 249, Indian Council for Research On

International Economic Relations

Christian Roland “Banking Sector: Liberalization In India” Paper Prepared For "Ninth

Capital Markets Conference",The Indian Institute Of Capital Markets

DiahNatalisa, Isnurahsi, Herianto Puspowarsito, David PE Saerang (2008), “The

effects of market orientation on the service quality of private banking industry in

Palembang”, 8th Global Conference of Business and Economics, Italy, 2008.

Dr Seema Joshi (2008), “Country Paper: Service Sector In India’s Economy:

Performance, Problems And Prospects, Asian Productivity Organization (Apo)

Study Meeting On Expansion And Development Of The Service Industry In Asia,

Seoul, Republic Of Korea

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159

Dr. H. A. C. Prasad, R. Sathish (2010), “Policy for India’s Services Sector” Working

Paper No.1/2010-DEA Department of Economic Affairs, Ministry of Finance,

Government of India

Robert Hunt (2009), Senior Research Director, Retail Banking Case Study: State Bank

of India, World's Largest Centralized Core Processing Implementation, Tower

Group, USA

Sayuri Shirai (2001), “Assessment of India’s Banking Sector Reforms from the

Perspective of the Governance of the Banking System”, Paper Presented At The

Escap-Adb Joint Workshop On “Mobilizing Domestic Finance For Development:

Reassessment Of Bank Finance And Debt Markets In Asia And The Pacific”,

Bangkok

DISSERTATION/THESIS/PROJECTS

Eric Phillip Simpson (2006), “Examining Employee Satisfaction, Customer Service and

Customer Satisfaction in A Retail Banking Organization”, Dissertation Prepared

For the Degree of Doctor of Philosophy, University Of North Texas

Joseph Osa Nosakhare (2000), “Organizational Approach To Total Quality

Management In Nigeria”, Being A Dissertation Submitted In Partial Fulfilment Of

The Requirements For The Award Of The Doctor Of Philosophy (Management)

Of St. Clements University.

Norailis Ab. Wahab (2008), “Dimensions of Service Quality and Service Climate: A

Study of Bank Customers and Employees in Four Local Malaysian Banks”, A

thesis submitted for the degree of Doctor of Philosophy, University of Stirling

Seyed Hossein Siadat (2008), Measuring Service Quality Using SERVQUAL Model: A

Case Study Of E-Retailing In Iran, A project report submitted in partial fulfillment

of the requirements for the award of the degree of Master of Science (Information

Technology – Management) Faculty of Computer Science and Information

System, Universiti Teknology, Malaysia

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160

RESEARCH PAPERS:

A Golmohammadi, and B. Jahandideh (2010), “Prioritizing Service Quality

Dimensions: A Neural Network Approach World Academy of Science,

Engineering and Technology, Vol: 64 pp 231-237

A Mukherjee, P. Nath (2003), “Resource, Service Quality and Performance Triad: A

Framework for Measuring Efficiency of Banking Services” The Journal of the

Operational Research Society, Vol. 54, No. 7 pp. 723-735

A. Parasuraman, Valarie A. Zeithaml, & Leonard L. Berry (1994), “Reassessment of

Expectations As A Comparison Standard In Measuring Service Quality:

Implications For Further Research” Journal Of Marketing, Vol. 58, Pp 111-124

A. Parasuraman, Valarie A. Zeithaml, Leonard L. Berry, “Alternative Scales For

Measuring Service Quality: A Comparative Assessment Based On Psychometric

And Diagnostic Criteria”, Journal Of Retailing Volume 70, Number 3, Pp. 201-230

Abdullah Kaid Al-Swidi And Rosli Mahmod (2011) “Fostering The Performance Of

Banks Through Total Quality Management (TQM) Practices: A Bank Branches

Perspective”, European Journal Of Social Sciences – Volume 19, Number 2, Pp

268-285

Adeoti Johnson Olabode (2003), “The Impact of Total Quality Management on Banks

Performance In Nigeria”, Advances In Management, Vol. 3 No. 1, Pp 79-85

Akiko Ueno (2009), “Which Management Practices are contributory to Service

Quality?”- Findings From In Depth Interviews, International Journal of Quality and

Reliability Management, Vol.26, No.8, Pp 761-777

Bhavesh Vanpariya And Parthasarathy Ganguly (2010) SERVQUAL Versus

SERVPERF:An Assessment From Indian Banking Sector, Tolani Institute Of

Management Studies, Quest, Vol. 1, Issue 1, pp 3-13

Chris Rees (1995), “Quality Management And HRM In The Service Industry: Some

Case Study evidence, Employee Relations, Vol. 17 No.3, Pp. 99-109. © MCB,

University Press

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161

David Cohen, Christopher Gan, Hua Hwa Au Yong And Esther Chung, “Customer

Satisfaction: A Study Of Bank Customer Retention In New Zealand”, Discussion

Paper 109, Commerce Division, Lincoln University

Dr. Chaisomphol Chaoprasert And Dr.Barry Elsey (2004), “Service Quality

Improvement In Thai Retail Banking And Its Management Implications”, ABAC

Journal Vol.24, No.1, Pp. 47-66.

Dr Mass Hareeza Ali,P M Dr Noor Azman Ali, P M Dr Alias Radam (2010),

“Validating SERVPERF Model In Government Agencies”,The Journal Of Human

Resource And Adult Learning Vol. 6, No. 1, Pp 84-94

Dr. S. Fatima holy ghost, D M. Edwin Gnanadhas (2011), “Impact of Service Quality

in Commercial Banks on the Customers Satisfaction: An Empirical Study

International Journal Of Mu ltidisciplinary Research Vol.1 Issue 6, Pp 19-37

Dr.S.P.Singh and Ms. Sunayna Khurana (2011), “Analysis of service quality gap and

customers’ satisfaction in private banks”, Gurukul Business Review, volume 7,

2011, pp 13-18.

E Mubarak Ali, G S David Sam Jaykumar And P L Senthil (2011), “Service Quality Of

Indian Bank In Thanjavur District: Evidence From Survey Data”, The IUP Journal

Of Bank Management, Vol 10, No.2, Pp 77-91.

Emin Babakus, Ugur Yavas, Osman M. Karatepe, Turgay Avci (2003), “Journal of

the Academy of Marketing Science”, Volume 31, No.3, pp 272-286

Fco. Javier Llorens Montes, Maria Del Mar Fuentes & Luis Miguel MolinaFernandez (2003), “Quality Management In Banking Services: An Approach To

Employee And Customer Perceptions”, Total Quality Management, Vol.14, No.3,

Pp 305-323

G.S. Sureshchandar, Chandrasekharan Rajendran, R.N. Anantharaman,(2002)“ The

Relationship Between Service Quality And Customer Satisfaction- A Factor

Specific Approach” Journal Of Services Marketing, Vol. 16, No. 4 Pp. 363 – 379

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G.S.Sureshchandar, Chandrasekharan Rajendran, R.N.Ananthraman,T.J.Kamalanabhan (2002), “Management’s Perception of Total Quality Service

in Banking Sector of a Developing Economy-A Critical Analysis”, International

Journal of Bank Marketing, Vol 20, No.4, Pp 181-196.

Garcia Mestanza, Josefa, Diaz-Munoz, Rocio (2008), “A Comparative Analysis Of The

Different Measurement Scales Of Service Quality”, Esic market, Vol 130, Pp.27-

35

Gi-Du Kang, Jeffrey James, “Service Quality Dimensions: An Examination Of

Gronroos’s Service Quality Model”, Managing Service Quality, Volume 14,

Number 4-2004, Pp 266-277.

H.Emari, S.Iranzadeh, S.Bakhshayesh (2011), “Determining the Dimensions of

Service Quality in Banking Industry: Examining the Gronroos’s Model In Iran”,

Trends In Applied Science Research, Academic Journals Inc, Vol 6, No.1, Pp 57-

64.

H.Emari, S.Iranzadeh, S.Bakhshayesh (2011), “Determining the Dimensions of

Service Quality in Banking Industry: Examining The Gronroos’s Model In Iran”,

Trends In Applied Science Research, Academic Journals Inc. Volume 6, No.1, Pp

57-64

Hazlina Abdul Kadir, Nasim Rahmani and Reza Masinaei (2011), “Impacts of service

quality on customer satisfaction: Study of Online banking and ATM services in

Malaysia”, International Journal of Trade, Economics and Finance, Vol.2, No.1,

pp 2-9

Himani Sharma (2011), “Banker’s Perspectives on E Banking and Its Challenges:

Evidence From North India”, The IUP Journal Of Bank Management, Vol.10,

No.4, Pp 61-68.

Hummayoun Naeem, M. Iqbal Saif,Salman Qasim (2008), “Total Quality

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International Journal of Business and Economic Research Journal, Volume 7,

No.11, pp 49-54

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Hummayoun Naeem, M.Iqbal Saif, Salman Qasim (2008), “Total Quality Management

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Business And Economics Research Journal, Volume 7, Number 11, pp 49-54.

Isaiah O. Ugboro, Kofi Obeng (2000), “Top Management leadership, employee

empowerment, job satisfaction and customer satisfaction in TQM Organizations:

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Jaspal Singh And Gagandeep Kaur (2011), “Determinants Of Customer Satisfaction,

An Empirical Study Of Select Indian (Universal) Banks”, The IUP Journal Of Bank

Management, Vol 10, No.1, Pp 31-45.

Jean Harvey (1998), “Service Quality: A Tutorial”, Journal Of Operations Management,

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Kambiz Heidarzadeh Hanzaee,Seyed Alireza Seyed Salehi ( 2011), “A Perceived

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Journal Of Business Management Vol5, No 5,Pp 1804-1810

Khong Kok Wei (2009), “Service Quality Index: A Study On Malaysian Banks”,

Contemporary Management Research, Volume 5, No.2, Pp 109-124.

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Asian Journal Of Management Research, Volume 2 Issue 1, pp 414-420

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Services, Too”, Business Horizons, pp 44-52

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The Banking Industry: An Assessment In A Developing Economy, MCB

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Mary Tate, Joerg Evermann (2010), “The End Of SERVQUAL In Online Services

Research: Where To From Here?”, E-Service Journal, Volume 7, Number 1, Pp.

60-85

Milind Sathye (2005), “Privatization, Performance, And Efficiency: A Study Of Indian

Banks”, Vikalpa, Volume 30, No 1,Pp 6-16

Mohammed Hossain And Shirley Leo (2009), “Customer Perception On Service

Quality In Retail Banking In Middle East: The Case Of Qatar”, International

Journal Of Islamic And Middle Eastern Finance And Management, Vol.2 No.4, Pp

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WEBSITES:

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http://en.wikipedia.org/wiki/Banking_in_India

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