References
- 1. Aldwani, A., Plavia P. (2002), Developing and Validating an Instument For Measurin User-Perceived Web Quality, Information & Menagement, Elsevier.
- 2. Amaratunga, D., Baldry, D., Sarshar, M. & Newton, R (2002), Quantitative and Qualitative research in the built environment: application of mixed research approach, Work Study, Vol. 51, No 1, PP 17-31.
- 3. Babakus, E., B. G.W. (1992), An empirical assessment of the SERVQUAL scale, Journal of Business Research 24.
- 4. Bauer, H., Hammerschmidt, M & Falk, T. (2005). Measuring the quality of E-banking portals. International Journal of Bank Marketing, Vol. 23, No. 2, pp. 153-175.
- 5. Caraman J.M. (1990), Consumer perceptions of service quality: An assessment of the SERVQUAL dimensions, Journal of Retailing 66.
- 6. Cronin, M. (2003), Transition and Globalisation, Routledge, London, and New York
- 7. Eriksson, L.T., & Wiederscheim-Paul, F. (1997), Att Utreda, Forska och Rapportera, Malmö: Liber Ekonomi.
- 8. Grӧnroos, C. (1984), A Service Quality Model and its Marketing Implications, European Journal of Marketing, Volume 18, Iss:4.
- 9. Ho, C. T. B., and Lin, W. C. (2010) Measuring the Service Quality of Internet Banking: Scale.
- 10. Development and Validation. European Business Review, Vol. 22, No. 1, pp.5-24
- 11. Johnson, R. (1995), The determinats of service quality: satisfiers and dissatisfiers. International journal of service industry management, Vol.6, No.5, 1995.
- 12. Joseph, M., M. C., Joseph B. (1999), Service quality in the banking sector: the impact of technology on service delivery, International journal of bank marketing, Vol.17, No.4.
- 13. Keating, B., Rugimbana R., Quazi A. (2003), Differentiating between service quality and relationship quality in cyberspace, Managing Service Quality, 13, (3).
- 14. Kenova V., Jonasson P. (2006), Quality online banking services, Technical Report, Jonkoping International Business School.
- 15. Lewis B.R. (1991), Service quality: An international comparison of bank customers’ expectations and perceptions, Journal of Marketing Management 7.
- 16. Miles, M.B., & Huberman, A.M. (1994), Qualitative Data Analysis, Thousand Oaks, CA: SAGE Publications.
- 17. Parasuraman, A., Valerie, A. Zeithaml, L. Berry, L. (1985), A conceptual model of service quality and its implications for future research, Journal of Marketing, Vol.49 (4) Fall.
- 18. Parasuraman, A., Zeithaml, V., Malhotra, A. (2000), E-S-QUAL A multiple-Item scale for assessing electronic service quality, University of Miami, University of North Carolina at Chapel Hill.
- 19. Parasuraman, A., Zeithaml V., & Malhotra A. (2005), E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, Vol.7, No.3, pp. 213-233.
- 20. Parasuraman, A., Zeithaml, Valerie A., Berry Leonard L.(1991), Refinement and reassessment of the SERVQUAL scale, Journal of retailing, Vol.67, No.4.
- 21. Parasuraman, A., Zeithaml, Valerie, A., Berry, L.(1991), Perceived service quality as a customer-based performance measure: An empirical examination of organizational barriers using an extended service quality model, Human resource management, Vol. 30, No.3
- 22. Parasuraman, A., Zeithaml, Valerie, A., Berry, L.. (1990), Delivering quality services: Balancing customer perceptions and expectations, USA: Free Press.
- 23. Parasuraman, A., Zeithaml, V. A. and Berry, L. L. (1988) “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Services Quality”, Journal of Retailing, Vol. 64 No. 1.
- 24. Parasuraman, A., & Grewal, D. (2000), The impact of technology on the quality-value- loyalty chain: a research agenda, Journal of the Academy of Marketing Science, Vol. 28, No. 1, pp. 168-174.
- 25. Santos, J. (2003), E-service quality: a model of virual service quality dimensions, An international Journal, Vol 13, Iss 3, pp 233-246, MCB UP Ltd.
- 26. Sethi, J., Bhatia, N. (2008), „Elements of Banking and Insurance”, PHI Learning Private Limited, New Delhi.
- 27. Yavas, U., Bilgin, Z., Shemwell, D.J. (1997), Service quality in the banking sector in an emerging economy: a Customer Survey, International journal of Bank marketing, 15∕16.
- 28. Waite, K., Harrison, T. (2002), Consumer expectations of online information provided by bank Web sites, Journal of Financial Services Marketing, Vol.6, No.4.
- 29. Wang, Y., Lo, H., & Hui, Y. (2003), The antecedents of service quality and their influences on bank reputation: evidence from the banking industry in China. Managing Service Quality, Vol. 13, No.1, pp.72-83.
- 30. Wolfinbarger, M. and Gilly, M., (2001), Shopping Online for Freedom, Control, and Fun, California Management Review Vol. 43, No. 2: 34-56.
- 31. Yang, Z., and X. Fang (2004), Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services, International Journal of Service Industry Management, Vol. 15 No. 3, pp. 302-326.
- 32. Yang, Z., and M. Jun (2002), Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives, Journal of Business Strategies, Vol. 19 No. 1, pp. 19-41.
- 33. Yang, Z. M Jun, and R.T. Peterson (2004): Measuring customer perceived online service quality: scale development and managerial implications, International Journal of Operations & Production Management, Vol. 24 No. 11, pp. 1149-1174.
- 34. Yang, Z. Yang, R.T. Peterson, and S. Cai (2003), Services quality dimensions of Internet retailing: An exploratory analysis, Journal of Services Marketing, Vol. 17 No. 7, pp. 685-70.
- 35. Zeithaml, V.A., Parasuraman, A. & Malhotra, A. (2000), A Conceptual Framework for Understanding E-Service Quality: Implications for Future Research and Managerial Practice. Marketing Science Institute, Working paper, Report Number 00-115.