How to cite this paper
Baksi, A. (2013). Exploring nomological link between automated service quality, customer satisfaction and behavioural intentions with CRM performance indexing approach: Empirical evidence from Indian banking industry.Management Science Letters , 3(1), 1-22.
Refrences
Alkibsi, S., & Lind, M. (2011). Customer perceptions of technology-based banking service quality provided by banks operating in Yemen , European, Mediterranean & Middle Eastern Conference on Information Systems 2011 (EMCIS2011) May 30-31 2011, Athens, Greece
Allison, P. D. (1999). Event History Analysis Regression for Longitudinal Event Data , Newbury Park, CA Sage Publications. ( 9-42). [EHA]
Al-hawari, M., Hartley, N., & Ward, T. (2005). Measuring Banks Automated Service Quality A Confirmatory Factor Analysis Approach, Marketing Bulletin, 16(1).
Al-Hawari, M. & Ward, T. (2006). The effect of automated service quality on Australian banks financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24( 2), 127-47.
Avkiran, N. K. (1994). Developing an Instrument to Measure Customer Service Quality in Branch Banking. International Journal of Bank Marketing, 12(6), 10-18.
Babakus, E. & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268
Baumgartner, H., Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research A review. International Journal of Research in Marketing, 13, 139-161.
Bentler, P.M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404.
Baksi, A.K., & Parida, B.B. (2011). Service quality and switching behavior of customers. Management Science Letters, 1(4), 405-414.
Baksi, A.K. (2012). Automated service quality and its behavioural consequences in CRM Environment: A structural equation modeling and causal loop diagramming approach. Management Science Letters, 2(4), 1239-1258.
Bolton, R., & Drew, J. (1991a). A Longitudinal Analysis of the Impacts of Service Changes on Customer Attitudes. Journal of Marketing, 55(1), 1-9.
Broderick, A.J & S. Vachirapornpuk (2002). Service quality in Internet banking The importance of customer role. Marketing Intelligence & Planning, 20(6), 327 - 335.
Buckley, J. (2003). E-service and the public sector. Managing Service Quality, 13(6), 453- 462.
Byrne, B. M. (2001). Structural Equation Modeling with AMOS - Basic Concepts, Applications, and Programming.LEA, ISBN 0-8058-4104-0
Carman, J. M. (1990). Consumers perceptions of service quality an assessment of the SERVQUAL dimensions, Journal of Retailing, 66(1). 33-55.
Cox, J., & Dale, B.G. (2001). Service quality and e-commerce An exploratory analysis , Managing service quality, 11(2), 121-131.
Cronin, J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55-67.
Cronin, J., & Taylor , S. A. (1994). SERVPERF versus SERVQUAL reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, (January) 125-131.
Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 14, 404-11.
Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality Measurement validity and effects on consumer satisfaction and website loyalty. Managing Service Quality, 17(3), 317-340.
Dabholkar, P. (1996). Consumer evaluations of new technology-based self-service options An investigation of alternative modes of service quality. International Journal of Research in Marketing, 13, 1, 29-51.
Dabholkar P (1994). Technology based service delivery. Advances in Service Marketing and Management, 3(1), 241-271.
Dekimpe, M.G., Steenkamp, J.E.M., Mellens, M. & Abeele, P.V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 5(14), 405-420.
Eric, P. J., Tom A. B., & Charles, E. M. (2006). Operational challenges in call center Industry; a case study and resource based framework. Managing Service Quality Journal, 477-500.
Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process A conceptualization and application. Industrial Marketing Management, 23(5), 439-452.
Fassnacht, M., & Koese, I. (2006). Quality of electronic services Conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19-31.
Field, J.M., Heim, G.R., & Sinha, K.K. (2004). Managing quality in the e-service system Development and application of a process model. Productions and Operations Management, 13(4), 291-306.
Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3, 27-51.
Gerrard, P., & Cunningham, J.B. (2003). The Diffusion of Internet Banking among Singapore Consumers. International Journal of Bank Marketing, 21(1), 16-28.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2005). Antecedents of perceived quality in the context of Internet retail stores. Journal of Marketing Management, 21(7), 669-682.
Gray, P., & Byun, J. (2001). Customer Relationship Management. Centre for Research on Information Technology and Organizations, University of California
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing Science, Cambridge, MA.
Gr?nroos, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Boston, MA.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing,18(4), 36-44.
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis, 5th ed., Prentice Hall, Upper Saddle, New jersey.
Hanzaee, K.H., & Sadeghi, T. (2010). Customer satisfaction (CSFs) with online banking services in an Islamic country I.R. Iran. Journal of Islamic Marketing, 1(3), 249-267.
Heide, J. B. (1994). Interorganizational governance in marketing channels. Journal of Marketing, 58(1). 71-85.
Henderson J, McGoldrick E & McAdam R, (2003). A critical review of e-service in Northern Ireland Electricity. Managing Service Quality, 13(6), 463-470.
Hernandez, J.M.C., & Mazzon, J.A. (2007). Adoption of Internet Banking Proposition and Implementation of an Integrated Methodology Approach, International Journal of Bank Management, 25(2), 72-88.
Holmes-Smith, P. (2002). Applied Structural Equation Modeling. Canberra.
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis conventional criteria versus new alternatives. Structural Equation Modeling, 6(1). 1-55.
Hulland, J., Chow, Y.H., Lam, S. (1996). Use of causal models in marketing research A review. International Journal of Research in Management, 13(2), 181-197
Hox, J. J., & Bechger, T. M. (1998). An introduction to structural equation modeling. Family Science Review, 11, 354-373.
Jacoby, J., & Kyner, D.B. (1973). Brand loyalty versus repeat purchase behavior. Journal of Marketing Research, 10(1). 1-9.
Joseph, M. & Stone, G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank & apos; s services. International Journal of Retail & Distribution Management, 5, 29-34.
Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality a content analysis. The International Journal of Bank Marketing, 19(7), 276-291.
Kearns, D., & Nadler, D. (1992) Prophets in the Dark How Xerox Reinvented Itself and Beat Back Japanese. New York Harper Collins Publishers.
Keaveney, S. M. (1995). Customer switching behavior in service industries an exploratory study. Journal of Marketing, 59, 71-82.
Khan, M.S., & Mahapatra, S.S. (2009). Service quality evaluation in internet banking an empirical study in India , International. Journal Indian Culture and Business Management, 2(1), 30-46
Kim, M., Kim, J-H, & Lennon, S.J. (2006). Online service attributes available on apparel retail websites An e-squal approach. Managing Service Quality, 16(1), 51-77.
Kim, M., & Stoel, L. (2004). Apparel retailers Web site quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11, 109-117.
Kline, R. B. (1998). Principles and practices of structural equation modeling. New York Guilford.
Laforet, S., & Li, X. (2005). Consumers Attitude Towards Online and Mobile Banking in China. International Journal of Bank Management, 23(5), 362-380.
Lehtinen, J.R, & Lehtinen, U. (1982). Service quality a study of quality dimensions. Unpublished working paper, Service Management Institute, Helsinki .
Lee, G.G., & Lin, H.F. (2005). Customer perceptions of e-service quality in online shopping , International Journal of Retail and Distribution Management, 33(2), 161-176.
Li, H., Liu, Y., & Suomi, R. (2009). Measurement of e-service quality An empirical study on online travel service , Conference Proceedings, 17th European Conference on Information Systems, Verona
Llosa, S., Chandon, J.L., & Orsingher, C. (1998). An empirical study of SERVQUAL s dimensionality. The Service Industries Journal, 18(2). 16-44.
Loiacono, E.T., Watson, R.T., & Hoodhue, D.L. (2002). WEBQUAL Measure of website quality. Marketing Educators Conference Marketing theory and applications, 13, 432-437.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and loyalty: A multi-level perspective. International Journal of Research in Marketing, 14(5), 487-497.
Madu, C.N., & Madu, A.A. (2002). Dimensions of e-quality. International Journal of Quality & Reliability Management, 19(3), 246-259.
Malhotra, P., & Singh, B. (2007) Determinants of internet banking adoption by banks in India. Internet Research, 17(3), 323–339.
Meuter, M., Ostrom, A., Roundtree, R., & Bitner, M. (2000). Self-service technology Understand customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Management, 21(1), 5-15.
Nguyen, T., Sherif, J., & Newby, M. (2007). Strategies for successful CRM implementation. Information management and Computer security, 15(2), 76-95
Nunnally, J.C., & Bernstein, H. (1994). Psychometric Theory. New York, McGraw-Hill
Oliver, R. L. (1981). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing (pre-1986), 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V., & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality implications for future research. Journal of Marketing, 58, January, 111-24.
Parasuraman A, Zeithaml V & Malhotra A (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-234.
Peng, L. Y. & Wang, Q. (2006). Impact of relationship marketing tactics (RMTs) on switchers and stayers in a competitive service industry. Journal of Marketing Management, 22, 25-59.
Radecki, L., Wenninger, J., & Orlow, D. (1997). Industry structure electronic delivery & apos; s potential effects on retail banking. Journal of Retail Banking Service, 19(4), 57-63.
Reinartz, W. J.. & Kumar, V. (2003). The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67(1). 77-99.
Ravi, V., Mahil, C., & Vidya Sagar, N. (2007). Profiling of internet banking users in india using intelligent techniques. Journal of Services Research, 6(2). 61–73.
Rowley, J., & Dawes, J. (2000). Disloyalty A closer look at non-loyals. Journal of Consumer Marketing, 17(6), 538-549.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.
Ruyter, K, Wetzels, M.., & Kleijnen, M. (2001). Customer adoption of e-service an experimental study. International Journal of Service Industry Management, 12(2). 184-207.
Santos, F. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Sheth, N. J., & Parvatiyar, A. (1995). Relationships marketing in consumer markets Antecedents and consequences. Journal of Academy of Marketing Science, 23(4), 255-271.
Sohn, C., & Tadisina, S.K. (2008). Development of e-service quality measure for the internet-based financial institutions . Total Quality management and Business Excellence, 19(9), 903-918.
So, H.S. (2007). An Empirical Analysis on the operational Efficiency of CRM call centers in Korea, Call center Industry Research Center.
Surjadaja, H., Ghosh, S., & Antony, F. (2003). Determinants and assessing the determinants of e-service operation. Managing Service Quality, 13(1), 39-44.
Szymanski D & Hise R (2000). E-satisfaction an initial examination. Journal of Retailing, 76(3), 309-322.
Tax, S. S., & Brown, S. W. (1998a). Recovering and learning from service failures. Sloan Management Review, 40, 75-88.
Teijlingen, E. R, & Hundley, V. (2001). The importance of pilot studies , Social research UPDATE,.35, http//sru.soc.surrey.ac.uk/SRU35.html (accessed on 16-12-2009)
Weinstein, A., & Johnson, W. C. (1999c). Designing and delivering superior customer value concepts, cases, and applications. Boca Raton CRC Press LLC. p.119a,119b,117c,119d,124-126e,126f,127g.
Wolfinbarger, M.F., & Gilly, M.C. (2002). comQ Dimensionalizing, Measuring and Predicting Quality of the E-tail experience, Working paper, Marketing Science Institute, Cambridge, M.A., 02-100.
Yang, Z., & Fang, Z, (2004). Online services quality dimension and their relationships with satisfaction a content analysis of customer reviews of securities brokerage services. The International Journal of Bank marketing, 15(3), 189-206.
Yang, Z., Peterson, R.T., & Cai, S. (2003). Services quality dimensions of internet retailing An exploratory analysis. Journal of Services Marketing, 17(7), 685-701.
Yen, H. R. (2005). An attribute-based model of quality satisfaction for Internet self-service technology. The Service Industries Journal, 25(5), 641.
Yang, Z., & Jun, M. (2002). Consumer perception of e-service quality from internet purchaser and non-purchaser perspectives. Journal of Business Strategies, 19(1), 19-41.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure perceived quality of an Internet shopping site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-46
Zeithaml, V.A. (2000). Service quality, profitability and the economic worth of customers what weknow and what we need to learn. Journal of Academy of Marketing Science, 28(1), 67-85.
Zeithaml, B., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 6(2), 31-46.
Allison, P. D. (1999). Event History Analysis Regression for Longitudinal Event Data , Newbury Park, CA Sage Publications. ( 9-42). [EHA]
Al-hawari, M., Hartley, N., & Ward, T. (2005). Measuring Banks Automated Service Quality A Confirmatory Factor Analysis Approach, Marketing Bulletin, 16(1).
Al-Hawari, M. & Ward, T. (2006). The effect of automated service quality on Australian banks financial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24( 2), 127-47.
Avkiran, N. K. (1994). Developing an Instrument to Measure Customer Service Quality in Branch Banking. International Journal of Bank Marketing, 12(6), 10-18.
Babakus, E. & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of Business Research, 24, 253-268
Baumgartner, H., Homburg, C. (1996). Applications of structural equation modeling in marketing and consumer research A review. International Journal of Research in Marketing, 13, 139-161.
Bentler, P.M. (1992). On the fit of models to covariances and methodology to the Bulletin. Psychological Bulletin, 112(3), 400-404.
Baksi, A.K., & Parida, B.B. (2011). Service quality and switching behavior of customers. Management Science Letters, 1(4), 405-414.
Baksi, A.K. (2012). Automated service quality and its behavioural consequences in CRM Environment: A structural equation modeling and causal loop diagramming approach. Management Science Letters, 2(4), 1239-1258.
Bolton, R., & Drew, J. (1991a). A Longitudinal Analysis of the Impacts of Service Changes on Customer Attitudes. Journal of Marketing, 55(1), 1-9.
Broderick, A.J & S. Vachirapornpuk (2002). Service quality in Internet banking The importance of customer role. Marketing Intelligence & Planning, 20(6), 327 - 335.
Buckley, J. (2003). E-service and the public sector. Managing Service Quality, 13(6), 453- 462.
Byrne, B. M. (2001). Structural Equation Modeling with AMOS - Basic Concepts, Applications, and Programming.LEA, ISBN 0-8058-4104-0
Carman, J. M. (1990). Consumers perceptions of service quality an assessment of the SERVQUAL dimensions, Journal of Retailing, 66(1). 33-55.
Cox, J., & Dale, B.G. (2001). Service quality and e-commerce An exploratory analysis , Managing service quality, 11(2), 121-131.
Cronin, J., & Taylor, S.A. (1992). Measuring service quality: A re-examination and extension. Journal of Marketing, 56, 55-67.
Cronin, J., & Taylor , S. A. (1994). SERVPERF versus SERVQUAL reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58, (January) 125-131.
Crosby, L. A., & Stephens, N. (1987). Effects of relationship marketing on satisfaction, retention, and prices in the life insurance industry. Journal of Marketing Research, 14, 404-11.
Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality Measurement validity and effects on consumer satisfaction and website loyalty. Managing Service Quality, 17(3), 317-340.
Dabholkar, P. (1996). Consumer evaluations of new technology-based self-service options An investigation of alternative modes of service quality. International Journal of Research in Marketing, 13, 1, 29-51.
Dabholkar P (1994). Technology based service delivery. Advances in Service Marketing and Management, 3(1), 241-271.
Dekimpe, M.G., Steenkamp, J.E.M., Mellens, M. & Abeele, P.V. (1997). Decline and variability in brand loyalty. International Journal of Research in Marketing, 5(14), 405-420.
Eric, P. J., Tom A. B., & Charles, E. M. (2006). Operational challenges in call center Industry; a case study and resource based framework. Managing Service Quality Journal, 477-500.
Evans, J. R., & Laskin, R. L. (1994). The relationship marketing process A conceptualization and application. Industrial Marketing Management, 23(5), 439-452.
Fassnacht, M., & Koese, I. (2006). Quality of electronic services Conceptualizing and testing a hierarchical model. Journal of Service Research, 9(1), 19-31.
Field, J.M., Heim, G.R., & Sinha, K.K. (2004). Managing quality in the e-service system Development and application of a process model. Productions and Operations Management, 13(4), 291-306.
Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the Association for Information Systems, 3, 27-51.
Gerrard, P., & Cunningham, J.B. (2003). The Diffusion of Internet Banking among Singapore Consumers. International Journal of Bank Marketing, 21(1), 16-28.
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2005). Antecedents of perceived quality in the context of Internet retail stores. Journal of Marketing Management, 21(7), 669-682.
Gray, P., & Byun, J. (2001). Customer Relationship Management. Centre for Research on Information Technology and Organizations, University of California
Gr?nroos, C. (1982). Strategic Management and Marketing in the Services Sector. Marketing Science, Cambridge, MA.
Gr?nroos, C. (1983). Strategic Management and Marketing in the Service Sector. Marketing Science Institute, Boston, MA.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing,18(4), 36-44.
Hair, J.F., Anderson, R.E., Tatham, R.L., & Black, W.C. (1998). Multivariate data analysis, 5th ed., Prentice Hall, Upper Saddle, New jersey.
Hanzaee, K.H., & Sadeghi, T. (2010). Customer satisfaction (CSFs) with online banking services in an Islamic country I.R. Iran. Journal of Islamic Marketing, 1(3), 249-267.
Heide, J. B. (1994). Interorganizational governance in marketing channels. Journal of Marketing, 58(1). 71-85.
Henderson J, McGoldrick E & McAdam R, (2003). A critical review of e-service in Northern Ireland Electricity. Managing Service Quality, 13(6), 463-470.
Hernandez, J.M.C., & Mazzon, J.A. (2007). Adoption of Internet Banking Proposition and Implementation of an Integrated Methodology Approach, International Journal of Bank Management, 25(2), 72-88.
Holmes-Smith, P. (2002). Applied Structural Equation Modeling. Canberra.
Hu, L., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis conventional criteria versus new alternatives. Structural Equation Modeling, 6(1). 1-55.
Hulland, J., Chow, Y.H., Lam, S. (1996). Use of causal models in marketing research A review. International Journal of Research in Management, 13(2), 181-197
Hox, J. J., & Bechger, T. M. (1998). An introduction to structural equation modeling. Family Science Review, 11, 354-373.
Jacoby, J., & Kyner, D.B. (1973). Brand loyalty versus repeat purchase behavior. Journal of Marketing Research, 10(1). 1-9.
Joseph, M. & Stone, G. (2003). An empirical evaluation of US bank customer perceptions of the impact of technology in service delivery in the banking sector. International Journal of Retail & Distribution Management, 31(4), 190-202.
Julian, C. C., & Ramaseshan, B. (1994). The role of customer-contact personnel in the marketing of a retail bank & apos; s services. International Journal of Retail & Distribution Management, 5, 29-34.
Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality a content analysis. The International Journal of Bank Marketing, 19(7), 276-291.
Kearns, D., & Nadler, D. (1992) Prophets in the Dark How Xerox Reinvented Itself and Beat Back Japanese. New York Harper Collins Publishers.
Keaveney, S. M. (1995). Customer switching behavior in service industries an exploratory study. Journal of Marketing, 59, 71-82.
Khan, M.S., & Mahapatra, S.S. (2009). Service quality evaluation in internet banking an empirical study in India , International. Journal Indian Culture and Business Management, 2(1), 30-46
Kim, M., Kim, J-H, & Lennon, S.J. (2006). Online service attributes available on apparel retail websites An e-squal approach. Managing Service Quality, 16(1), 51-77.
Kim, M., & Stoel, L. (2004). Apparel retailers Web site quality dimensions and satisfaction. Journal of Retailing and Consumer Services, 11, 109-117.
Kline, R. B. (1998). Principles and practices of structural equation modeling. New York Guilford.
Laforet, S., & Li, X. (2005). Consumers Attitude Towards Online and Mobile Banking in China. International Journal of Bank Management, 23(5), 362-380.
Lehtinen, J.R, & Lehtinen, U. (1982). Service quality a study of quality dimensions. Unpublished working paper, Service Management Institute, Helsinki .
Lee, G.G., & Lin, H.F. (2005). Customer perceptions of e-service quality in online shopping , International Journal of Retail and Distribution Management, 33(2), 161-176.
Li, H., Liu, Y., & Suomi, R. (2009). Measurement of e-service quality An empirical study on online travel service , Conference Proceedings, 17th European Conference on Information Systems, Verona
Llosa, S., Chandon, J.L., & Orsingher, C. (1998). An empirical study of SERVQUAL s dimensionality. The Service Industries Journal, 18(2). 16-44.
Loiacono, E.T., Watson, R.T., & Hoodhue, D.L. (2002). WEBQUAL Measure of website quality. Marketing Educators Conference Marketing theory and applications, 13, 432-437.
Macintosh, G., & Lockshin, L. S. (1997). Retail relationships and loyalty: A multi-level perspective. International Journal of Research in Marketing, 14(5), 487-497.
Madu, C.N., & Madu, A.A. (2002). Dimensions of e-quality. International Journal of Quality & Reliability Management, 19(3), 246-259.
Malhotra, P., & Singh, B. (2007) Determinants of internet banking adoption by banks in India. Internet Research, 17(3), 323–339.
Meuter, M., Ostrom, A., Roundtree, R., & Bitner, M. (2000). Self-service technology Understand customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
Mukherjee, A., & Nath, P. (2003). A model of trust in online relationship banking. International Journal of Bank Management, 21(1), 5-15.
Nguyen, T., Sherif, J., & Newby, M. (2007). Strategies for successful CRM implementation. Information management and Computer security, 15(2), 76-95
Nunnally, J.C., & Bernstein, H. (1994). Psychometric Theory. New York, McGraw-Hill
Oliver, R. L. (1981). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17, 460-469.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing (pre-1986), 49, 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-37.
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
Parasuraman, A., Zeithaml, V., & Berry, L.L. (1994). Reassessment of expectations as a comparison standard in measuring service quality implications for future research. Journal of Marketing, 58, January, 111-24.
Parasuraman A, Zeithaml V & Malhotra A (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-234.
Peng, L. Y. & Wang, Q. (2006). Impact of relationship marketing tactics (RMTs) on switchers and stayers in a competitive service industry. Journal of Marketing Management, 22, 25-59.
Radecki, L., Wenninger, J., & Orlow, D. (1997). Industry structure electronic delivery & apos; s potential effects on retail banking. Journal of Retail Banking Service, 19(4), 57-63.
Reinartz, W. J.. & Kumar, V. (2003). The impact of customer relationship characteristics on profitable lifetime duration. Journal of Marketing, 67(1). 77-99.
Ravi, V., Mahil, C., & Vidya Sagar, N. (2007). Profiling of internet banking users in india using intelligent techniques. Journal of Services Research, 6(2). 61–73.
Rowley, J., & Dawes, J. (2000). Disloyalty A closer look at non-loyals. Journal of Consumer Marketing, 17(6), 538-549.
Rust, R.T., & Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.
Ruyter, K, Wetzels, M.., & Kleijnen, M. (2001). Customer adoption of e-service an experimental study. International Journal of Service Industry Management, 12(2). 184-207.
Santos, F. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233-246.
Sheth, N. J., & Parvatiyar, A. (1995). Relationships marketing in consumer markets Antecedents and consequences. Journal of Academy of Marketing Science, 23(4), 255-271.
Sohn, C., & Tadisina, S.K. (2008). Development of e-service quality measure for the internet-based financial institutions . Total Quality management and Business Excellence, 19(9), 903-918.
So, H.S. (2007). An Empirical Analysis on the operational Efficiency of CRM call centers in Korea, Call center Industry Research Center.
Surjadaja, H., Ghosh, S., & Antony, F. (2003). Determinants and assessing the determinants of e-service operation. Managing Service Quality, 13(1), 39-44.
Szymanski D & Hise R (2000). E-satisfaction an initial examination. Journal of Retailing, 76(3), 309-322.
Tax, S. S., & Brown, S. W. (1998a). Recovering and learning from service failures. Sloan Management Review, 40, 75-88.
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