OPERATIONAL EFFICIENCY AND SERVICE QUALITY OF COMMERCIAL BANKS IN INDIA
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Abstract
No Abstract.
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How to Cite
Kunjukunju, B., & Krishnan, S. (2016). OPERATIONAL EFFICIENCY AND SERVICE QUALITY OF COMMERCIAL BANKS IN INDIA. SJCC Management Research Review, 34–50. Retrieved from http://www.sjccmrr.res.in/index.php/sjcc/article/view/91
References
- Cronin, J. J., and Taylor, S. A.„ SERVPERF versus SERVQUAL: reconciling performance based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, American Marketing Association, USA, 58(1), 125-131,1994.
- Parasuraman, A., Zeithaml, V.A. and Berry, L.L, "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Journal of Retailing, Vol. 64Nol, Spring, 1988.
- Parasuraman, A., Zeithaml, V.A. and Berry, L.L, "A conceptual model of service quality and its implications for future research", Journal of Marketing, American Marketing Association, 1985.
- Zeithaml, V. A., How Consumer Evaluation Process Differ Between Goods and Services. In: J. H. Donelly and W. R. George (eds) Marketing of Services. Chicago: American Marketing Association, 1981.
- Zeithaml, V. A., "How Consumer Evaluation Process Differ Between Goods and Services" In: J. H. Donelly and W. R. George (eds)". Marketing of Service, American Marketing Association, Chicago, 1982. (The thesis was submitted to the Mahatma Gandhi University, Kottayam, Kerala in 2015, for the award of Ph. D. Degree. Ph. D. Degree was awarded in 2015, under the supervision of Dr. Benson Kunjukunju.)