223

Appendix-II Bibliography

A. Research Papers and Articles

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pp.97-105.

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“Exploring critical factors for choice of Mobile service providers and its

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of Service Quality of Short Messaging Service on Customers Retention; an

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of Business and Management, Vol. 5, pp 154-160.

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j. Internet Marketing and Advertising, Vol. I, pp 4 -23.

224

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225

���� Boeselie, P., Hesselink, M. & Wiele, T.V (2002). “Empirical evidence for

the relationship between customer satisfaction and business performance”.

Managing Service Quality, 12 (3), pp 184-193.

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the relationship between customer satisfaction and business performance”.

Managing Service Quality, 12 (3), 184-193.

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Mobile Cellular Customer Satisfaction”, The Icfai Journal OF Service

Marketing, Vol-VI, pp 40 -50.

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Quality Digest http://www.qualitydigest.com/ sept00/ html/ satisfaction.html.

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drivers of customer satisfaction different for buyers/users from different

functional areas?”, Journal of Business & Industrial Marketing, Volume 22 ,

pp 20–28.

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Quality and Customer Satisfaction on Consumer Loyalty of Cellular Service

Providers in Indian Market”, The Icfai University Journal Of Marketing

226

Management, Vol VIII, Pp 23 - 37.

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Satisfaction & Loyalty: Malaysian Banking Sector”, International Review of

Business Research Papers, Vol. 3 No.5 pp.123-133.

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“Understanding Consumer Recommendation Behavior in a Mobile Phone

Service Context”, http://csrc.lse.ac.uk /asp/ aspecis /20080087.pdf.

���� Chih Wen-Hai, Tzy-Wen Tang, and I-Ju Chen, (2007), “The Service Quality

Perceptional Analysis of Mobile Phone User in Mainland China”:

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&jnltype=13&jnliid=3143&issueiid=46389&atliid=692236.

���� Cho Yoom C.(2008), “Assessing User Attitudes towards Mobile Commerce

in the U.S. V/S Korea: Implications for M. Commerce CRM” Journal of

Business & Economics Research , Volume VI, pp 91 – 102.

���� Donald R., Cooper and Pamela S. Schindler (2006), “Business Research

Methods, 9th Ed., Empirical Investigation”, Journal of Service Research,

1(2), pp 108-128.

���� Du Kang, G., James, J. and Alexandris, K. (2002), “Measurement of internal

service quality: application of the SERVQUAL battery to internal service

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227

���� Eboli, L., and G. Mazzulla. (2007), “Service Quality Attributes Affecting

Customer Satisfaction For Bus Transit”, Journal of Public Transportation

10 (3), pp. 21-34.

���� Ekinci, Y. (2003). “An Investigation of the Determinants of Customer

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���� Fornell, C. (1992). “A national customer satisfaction barometer: the Swedish

experience”, Journal of Marketing, pp 6-21.

���� Ganguli Shirshendu (2008), “Drivers of Customer Satisfaction in the Indian

Cellular Services Market”, The Icfai Journal of Management Research, vol

VII, pp 51 - 69.

���� Geetika and Nandan Shefali (2010), “Determinants of Customer Satisfaction

on Service Quality: A Study of Railway Platforms in India”, Journal of

Public Transportation, Vol. 13, No. 1, pp 97-113.

���� Geetika, N. Tanuj, and U. Ashwini. (2008), “Internet Banking In India:

Issues and Prospects”, Journal of Bank Management VII (2), pp. 47-61.

���� Geetika, ShefaliNandan (2010), “Determinants of Customer Satisfaction on

Service Quality: A Study of Railway Platforms in India” Journal of Public

Transportation, Vol. 13, No., 1, pp.97-113.

���� Gerpott Torsten J., Wolfgang Rams and Andreas Schindler (2001)

“Customer Retention, Loyalty, and Satisfaction in The German Mobile

Cellular Telecommunications Market” ,Telecommunications Policy ,Vol. 25,

pp 249-269.

228

���� Gilbert, D. & Horsnell, S. (1998). “Customer satisfaction measurement

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Research, 22(4): 450-464.

���� Goutam Chakraborty ,Prashant Srivastava and Fred Marshall (2007),“Are

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functional areas?”, Journal of Business & Industrial Marketing, Volume 22,

pp.20–28.

���� Gronroos, C. (1998), “Assessing Competitive Edge in the New Competition

of the Service Economy: The Five Rules of Service”, Working Paper

No.9, First Interstate Centre for Services Marketing, Arizona State

University.

���� Host V and Andersen M.K. (2004), “Modeling Customer Satisfaction in

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���� Hummayoun Naeem and Muhammad IqbalSaif (2010), “Employee

empowerment and customer satisfaction:Empirical evidence from the

banking sector of Pakistan”, African Journal of Business Management Vol.

4(10), pp. 2028-2031.

���� Iqbal Amjad Mubashar Hassan Zia, Sajid Bashir,Khurram Shahzad and

Muhammad Waqas Aslam (2008), “Antecedents And Outcomes of

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���� Ivanka Avelini Holjevac, Suzana Marković and Sanja Raspor

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���� Jawaria Fatima Ali1, Imran Ali1, KashifurRehman, AyseKucukYilmaz,

NadeemSafwan and HasanAfzal (2010), “Determinants of consumer

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���� Johnson W C and Sirkit A (2002), “ Service Quality in the Thai

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Appendix-III