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Relationship Marketing of Service perspectives, Journal of Rlationship Marketing, vol.1,No.1 , 2000,p.612Leanard .Berry L
3 Palmer, Adrian.David Bejou & Christine T.Ennew. TRUST, ETHICS AND RELATIONSHIP SATISFACTION INTERNATIONAL JOURNAL OF BANK
2000.,P78

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4 Ahmad Jamal, Kamal Naser, Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking,
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14 13 September 4- 5 2006 / 1385

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178 1383 .1
2. Anna Kochan, Catering to the Customer Journal: The TQM Magazine, Vol2,No1,2001,p88
3. Ahmad Jamal, Kamal Naser, Customer satisfaction and retail banking: an assessment of some of
the key antecedents of customer satisfaction in retail banking, International Journal of Bank
Marketing, vol. 20, No. 4, 2002.p17
4. Armstrong W,Robert,Seng tan Boon Carporate CustomerSatisfaction InternationalJournal of
Bank Marketing ,in the banking industry of singapore .97-111 :pp ,No.3 ,18 .Vol,2000,pp98-100
5. Avkeran N,Kemal, Developing an instrument to MeasureCustomer service International
Journalof Bank Mareketing ,Quality in Branch banking, ,Vol.12,No.6,2001,p46
6. Carolyn Folkman Curasi,Karen Norman KennedyFROM PRISONERS TO APOSTLES: A
TYPOLOGY OF REPEAT BUYERS AND LOYAL CUSTOMERS IN SERVICE BUSINESS
Journal of Services Marketing,Vol16, No 4, 2002,p112
7. Colgate Mark ,Alexander Nicholas, Banks Retailers and their customer InternatianelJournal of
Bank Marketing ,a Retalionship Marketing perpective, Vol12.No3,p125
8. Graciela Villalobos,Web-Application for the Customer Satisfaction Measurement Thomas
Wettstein, Faculty of Economic and Social Sciences of the University of Fribourg,2000,p112
9. Leanard .Berry L Relationship Marketing of Service perspectives, Journal of Rlationship
Marketing, vol.1,No.1 , 2000,p.61
10. Michael W Lowenstein, The Customer Loyalty Pyramid Journal of Consumer Marketing,
Vol16, No4,1999, P 3
11. Palmer, Adrian.David Bejou & Christine T.Ennew. TRUST, ETHICS AND RELATIONSHIP
SATISFACTION INTERNATIONAL JOURNAL OF BANK MARKETING,Vol16.NO 4
2000.,P78
12. Russell S. Winer," Customer Relationship Management:A Framework, Research Directions, and
the Future" University of California at Berkeley, April 2001,p13

September 4- 5 2006 / 1385 14 13

www.irmmc.com