1. Amin, M., and Isa, Z. (2008). An examination of the relationship between service quality perception and customer satisfaction: A SEM approach towards Malaysian Islamic banking. International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
2. Anber Abraheem Shlash Mohammad and Shireen Yaseen Mohammad Alhamadani,” Service quality perspectives and customer satisfaction in commercial banks working in Jordan”, Middle Eastern Finance and Economics, Issue 14,PP: 60-72
3. Bahl.Sarita, “Emerging Challenges in E-Banking Upheavals in Global Scenario”, RIJEB Volume 1, Issue 7(July) ISSN: 2277 – 1018, 2012
4. Caruana, A. (2002). Service Loyalty: The Effects of Service Quality and the Mediating role of Customer Satisfaction. European Journal of Marketing, 36(7), 811-828.
5. Caruana, A., Money, A.H. and Berthon, P.R. (2000). Service quality and satisfaction- the moderating role of value. European Journal of Marketing, 34(11/12), 1338-1352.
6. Chakravarty, S. (2003). Relationships and individual’s bank switching behavior. Journal of Economic Psychology, 1-21.
7. Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. Psychometrika. 16, 297-334.
8. Ehigie, B. O. (2006). Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal Bank Marketing, 24(7), 494-508.
9. Examining factors that influence the usage of transact at palm (TAP) mobile banking in Malaysia, Journal of Applied Science Research, 9(8), 4517-4526-Scopus
10. Fisher, A. (2001). Winning the battle for customers. Journal of Financial Services Marketing, 6(2), 77-83.
11. 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 Iss: 4, pp.363 - 379
12. Hair, J.F.J., Babin, B., Money, A.H., & Samuel, P. (2003). Essentials of Business Research Methods. USA: John Wiley and Sons, Leyh Publishing, LLC.
13. Hatcher, L. (1994). A step-by-step approach to using the SAS(R) system for factor analysis and structural equation modeling. Cary, NC: SAS Institute.
14. Israel, Glen D. (2009) Determining sample size. Gainesville, FL: Florida State University, Cooperative Extension Service. Retrieved 7 April, 2012 from http://edis.ifas.ufl.edu/pd006 (Archived by WebCite® at http://www.webcitation.org/66kKEIC0b)
15. Johnston, R. (1995), “The zone of tolerance: exploring the relationship between service transactions and satisfaction with the overall service”, International Journal of Service Industry Management, Vol. 6 No. 2, pp. 46-61.
16. Kitti Tananitikul and Nuttawuth Muenjohn, 2010, Re-Designing Banking Services: The Case Of A Government-Owned Bank In Thailand, International Review of Business Research Papers Vol.6, No.1 February 2010, Pp.181-193
17. Levesque, T.J., and McDougall, G.H.G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
18. Malhotra, N. K. (2010). Marketing research: an applied orientation (6th ed.)United States of America: Pearson Education, Inc.
19. Nunnaly, J. (1978). Psychometric theory. New York: McGraw-Hill.
20. Parasuraman, A., Berry, L.L & Zeithaml, V (1985). A conceptual model of service quality and the implications for future research. Journal of Marketing Management, 49, 41-51.
21. Parasuraman, A., Zeithaml, V. & Berry, L (1988). SERVQUAL: A multiple item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
22. Paul Savita (2013), “ATM: The New Horizon of E-Banking,” Science, Technology and Arts Research Journal, Vol. 2(2): pp 148-152.
23. Portela, M.C.A.S., and Thanassoulis, E. (2005). Profitability of a sample of Portuguese bank branches and its decomposition into technical and allocative components. European Journal of Operational Research, 162(3), 850-866.
24. Puja Khatri & Yukti Ahuja (2010).Comparative Study of Customer Satisfaction in Indian Public Sector and Private Sector Banks. International Journal of Engineering and Management Sciences Vol. 1: 42-51.
25. Rahaman, M.M., Abdullah, M., Rahman, A. (2011). Measuring Service Quality using SERVQUAL Model: A Study on PCBs (Private Commercial Banks) in Bangladesh. Business Management Dynamics. 1(1). 1-11
26. Rao. K. Rama. Mohana and Lakew. Tekeste Berhanu, “Service Quality Perceptions of Customers: A Study of The Customers’ of Public Sector and Private Sector Commercial Banks in India”, International Journal of Research in Commerce & Management, Volume No. 2 (2011), Issue No. 11 (November)
27. Ruyter, K D and Bloemer, J (1995), "Integrating Service Quality and Satisfaction: Paying in the Neck, or Marketing Opportunity?" Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, Vol. 8, pp. 44-52
28. Sekaran, U. & Bougie, R. 2009. Research Methods for Business: A Skill Building Approach. Chichester: Wiley.
29. Sekaran, U. & Bougie, R. 2009. Research Methods for Business: A Skill Building Approach. Chichester: Wiley.
30. Shahin, A. (2005). SERVQUAL and Model of Service Quailty Gaps: A framework for determining and prioritizing critical factors in delivering quality services, Department of Management, University of Isfahan, Iran, p.1-10. Available on http://www.proserv.nu/Docs/Servqual.
31. Susan E. Wyse on September 16, 2011 Blog posted via online: (http://www.snapsurveys.com/blog/what-is-the-difference-between-qualitativeresearch-and-quantitative-research/
32. Trochim W.M.K. (2006). Research Methods Knowledge Based. Available http://www.socialresearchmethods.net/kb/design.php
33. Turley, L.W. & Milliman, R.E. (2000), “Atmospheric effects on shopping behavior: a review of the experimental evidence” , Journal of Business Research, vol. 49, no. 1990, pp.193-211
34. Wicks, A. M., & Roethlein, C. J. (2009). A Satisfaction-Based Definition of Quality Journal of Business & Economic Studies, Vol. 15, No. 1, Spring 2009, 82-97.
35. Wilson A., Zeithaml V.A., Bitner M.J., Gremler D.D. (2008) Services Marketing, McGraw-Hill Education
36. Yang, Z. and Fang, X. (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 Issue: 3, pp.302 – 326.
37. Yongyui, W. (2003). The Antecedents of service quality and product quality and their influences on bank reputation: evidence from the banking industry in China. Managing Service quality, 13(1), 72-83.
38. Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1993), “The nature and determinants of customer expectations of service”, Journal of the Academy of Marketing Science, Vol. 21 No. 1, pp. 1-12