References
- Aspfors, E. (2010). Customer perception of service, store image and product assortment: from an interior store perspective. Available at: http://www.theseus.fi/handle/10024/16719 (accessed: May 17, 2010).
- Aggarwal, V. (2004). Bancassurance: concept, framework & implementation. The Journal of Insurance Institute of India 30: 34–51.
- Anderson, E. W.; Fornell, C.; Lehmann, D. R. (1994). Customer satisfaction, market share, and profitability: findings from Sweden. The Journal of Marketing 58(3): 53–66.
- Auka, D. O.; Bosire, J. N.; Matern, V. (2013). Perceived service quality and customer loyalty in retail banking in Kenya. British Journal of Marketing Studies 1(3): 32–61.
- Anjor, P.; Ali, S. H.; Kumar, M.; Verma, V. K. (2014). Service quality assessment: a study of consumer satisfaction in Indian insurance sector. IOSR Journal of Business and Management 16(3): 34–41.
- Blery, E.; Batistatos, N.; Papastratou, E.; Perifanos, I.; Remoundaki, G; Retsina, M. (2009). Service quality and customer retention in mobile telephony. Journal of Targeting, Measurement and Analysis for Marketing 17(1): 27–37.
- Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and employee responses. The Journal of Marketing 54(2): 69–82.
- Culiberg, B.; Rojšek, I. (2010). Identifying service quality dimensions as antecedents to customer satisfaction in retail banking. Economic and Business Review 12(3): 151–166.
- Choudhury, M.; Singh, R. (2015a). Customers’ perception regarding reliability of bancassurance channel: an empirical study. SIJ Transaction on Industrial, Financial and Business Management, 3(4): 41–48.
- Choudhury, M.; Singh, R. (2015b). Perception of customers towards responsiveness of bancassurance channel: An empirical study in Assam. International Journal of Entrepreneurship & Development Studies 3(1), 19–35.
- Choudhury, M.; Singh, R. (2015c). Customer’s experience in financial inclusion through bancassurance. The Journal of Insurance Institute of India 2(4): 55–61.
- Choudhury, M.; Singh, R.; Saikia, H. (2016). Measuring customers’ experience in bancassurance: an empirical study. Trziste 28(1): 47–62.
- Dharmalingam; Senthil; Kannan. (2012). Assessing service quality dimensions of new private sector banks in Tamilnadu – An empirical study. Institute of Technology and Management 6(2): 1–14.
- Ernest Yaw Tweneboah-Koduah; Augustine Yuty Duweh Farley. (2016). Relationship between customer satisfaction and customer loyalty in the retail banking sector of Ghana. International Journal of Business and Management 11(1): 249–262.
- Hackl, P.; Scharitzer, D.; Zuba, R. (2000). Customer satisfaction in the Austrian food retail market. Total Quality Management 11(7): 999–1006.
- Heryanto. (2011). Effects of service quality on customer satisfaction with Bank Nagari, main branch Padang. International Journal of Business and Management Tomorrow 1(2): 1–14.
- Javadi, M. H. M.; Balochianzadeh, R.; Nasirzadeh, M. (2012). Gaps of service quality in private banks customers regarding SERVQUAL in Isfahan, Iran. Journal of Sociological Research 3(2): 68–83.
- Khan, M. M.; Fasih, M. (2014). Impact of service quality on customer satisfaction and customer loyalty: evidence from banking sector. Pakistan Journal of Commerce and Social Sciences 8(2): 331–354.
- Kaura, V. (2013). Antecedents of customer satisfaction: a study of Indian public and private sector banks. International Journal of Bank Marketing 31(3): 167–186.
- Kheng, L. L.; Mohammad, O.; Ramayan, T.; Mosahab, R. (2010). The impact of service quality on customer loyalty: a study of banks in Penang, Malaysia. International Journal of Marketing Studies 2(2): 57–66.
- Koduah, E.; Farley, A. (2016). Relationship between customer satisfaction and customer loyalty in the retail banking sector of Ghana. International Journal of Business and Management 11(1): 249–262.
- Kristensen, K.; Dahlgaard, J. J.; Kanji, G. K. (1992). On measurement of customer satisfaction. Total Quality Management 3(2): 123–128.
- Lewis, B. R. (1993). Service quality: recent developments in financial services. International Journal of Bank Marketing 11(6): 19–25.
- Lo Liang Kheng; Osman Mahamad; T. Ramayah; Rahim Mosahab. (2010). The impact of service quality on customer loyalty: a study of banks in Penang, Malaysia. International Journal of Marketing Studies 2(2): 57–66.
- Lymperopoulos, C.; Chaniotakis, I. E.; Soureli, M. (2006). The importance of service quality in bank selection for mortgage loans. Managing Service Quality 16(4): 365–379.
- Lymperopoulos, C.; Chaniotakis, I. E.; Soureli, M. (2006). The importance of service quality in bank selection for mortgage loans. Managing Service Quality: An International Journal 16(4): 365–379.
- Lau, M.; Cheung, R.; Lam, A. Y. C.; Chu, Y. T. (2013). Measuring service quality in the banking industry: A Hong Kong based study. Contemporary management Research 9(3): 263–282.
- Lo, L. K.; Osman, M.; Ramayah, T.; Rahim, M. (2010). The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia. International Journal of Marketing Studies 2(2): 57–66.
- Loo, F. (2000). Buying insurance on the net. Financial Planner February: 58–60.
- Mengi, P. (2009). Customer satisfaction with service quality: An empirical study of public and private sector banks. Journal of Management Research 8(9): 7–17.
- Malik, M. (2014). Bancassurance: boon to insurance development. American International Journal of Research in Humanities, Arts and Social Sciences 7(2): 155–159.
- Munusamy, J.; Chelliah, S.; Hor Wai Mun (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology 1(4): 398–404.
- McColl-Kennedy, J.; Schneider, U. (2000). Measuring customer satisfaction: why, what and how. Total Quality Management 11(7): 1–14.
- Malik Muhammad Eshan; Naeem Basharat; Arif Zoune. (2011). How do service quality perceptions contribute in satisfying banking customers? Interdisciplinary Journal of Contemporary Research in Business 3(8): 646–653.
- Muyeed, A. (2012). Customer perception on service quality in retail banking in developing countries – a case study. International Journal of Marketing Studies 4(1): 116–122.
- Nautiyal, G. (2014). Impact of service quality on customer satisfaction in the retail banking sector. Global Journal of Commerce and Management Perspective 3(3): 77–80.
- Ndubisi, N. O. (2006). A structural equation modeling of the antecedents of relationship quality in the Malaysia banking sector. Journal of Financial Services Marketing 11(2): 131–141.
- Ndubisi, N. O.; Wah, C. K. (2005). Factorial and discriminant analyses of the underpinnings of relationship marketing and customer satisfaction. International Journal of Bank Marketing 23(7): 542–557.
- Nunnaly, J. (1978). Psychometric Theory. New York: McGraw-Hill.
- Rajasekar, D.; Kumari, T. H. (2014). Bancassurance and its service quality dimensions: a study on customer attitude. International Journal of Applied Engineering Research 9(14): 2589–2600.
- Selvakumar, J. (2015). Impact of service quality on customer satisfaction in public sector and private sector banks. Purushartha 8(1): 1–12.
- Siddiqi K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management 6(3): 12–36.
- Sharp, B.; Sharp, A. (1997). Loyalty programs and their impact on repeat-purchase loyalty patterns. International Journal of Research in Marketing 14(5): 473–486.
- Saghier, N. E.; Demyana Nathan (2013). Service quality dimensions and customers’ satisfactions of banks in Egypt. Proceedings of 20th International Business Research Conference 4–5 April 2013, Dubai, UAE. 1–13.
- Slattery, T. (1989). Special report: Nichols: we’ve forgotten the consumer. National Underwriter 48(November): 11.
- Singh, J.; Kaur, G. (2011). Determinants of customer satisfaction: an empirical study of select Indian (universal) banks. Journal of Bank Management 10(1): 31–45.
- Siddiqui, M. H.; Sharma, T. G. (2010). Analyzing customer satisfaction with service quality in life insurance services. Journal of Targeting, Measurement and Analysis for Marketing 18: 221–238.
- Singh, S., Sirohi, N. J.; Chaudhary, K. (2014). A study of customer perception towards service quality of life insurance companies in Delhi NCR Region. Global Journal of Management and Business Research: E Marketing 14(7): 20–32.
- Santhiyavalli, S. (2011). Customers’ perception of service quality of State Bank of India – A factor analysis. IJMBS 1(3): 78–84.
- Sulieman, A. (2013). Basic dimensions of the SERVQUAL model and its impact on the level of customer satisfaction: an empirical study of the housing bank in Karak, Jordan. European Scientific Journal 9(1): 21–34.
- Venugopal, R. (2011). A viable additional channel – bancassurance. IRDA Journal 9(12): 33–37.
- Vikas, G. (2011). Service quality perceptions of customers about insurance companies: an empirical study. Indian Journal of Marketing 41(3): 8–20.
- Zeithaml, V. A.; Berry, L. L.; Parasuraman, A. (1996). The behavioural consequences of service quality. Journal of Marketing Management 60(April): 31–46.
- Zeithaml, V. A.; Bitner, M. J. (2003). Service Marketing: Integrating Customer Focus across the Firm. New York: McGraw-Hill Higher Education.
