100%(1)1 out of 1 people found this document helpful
This preview shows page 34 - 38 out of 38 pages.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1986), "SERVQUAL: a multiple-item scale formeasuring customer perceptions of service quality"Scribd [Online] Available at <-34
LIST OF REFERENCESShahin, A. (2010), “SERVQUAL and Model of Service Quality Gaps: A Framework for Determining and Prioritizing Critical Factors in Delivering Quality Services”, Online artilcle.Van Iwaarden, J., van der Wiele, T., Ball, L., and Millen, R. (2003), "Applying SERVQUAL to web sites: An exploratory study", International Journal of Quality & Reliability ManagementWikipedia [Online] Available at : <Q/ What_is_the _servqual model> [Accessed 20 October 2012] Wikipedia [Online] Available at: < ; [Accessed 20 October 2012] Zeithaml, Parasuraman & Berry, "Delivering Quality Service; Balancing Customer Perceptions and Expectations," Free Press, 1990Zeithaml,V. A., Berry, L. L. and Parasuraman, A. (1996). The behavioral consequences of Service quality. Journal of MarketingZekiri, J. (2011), “Applying SERVQUAL Model and Factor Analysis in Assessing Customer Satisfaction with Service Quality: The Case of Mobile Telecommunications in Macedonia”, Eurojournals35
APPENDIXServqual Questionnaire for a Study on PCBs (Private Commercial Banks) in Bangladesh 36
APPENDIXBusiness Management Dynamics Vol.1, No.1, July 2011, pp.01-1137