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BIBLIOGRAPHY

 Zeithaml, V.A., & Bitner, M.J. (2003). Services Marketing: Integrating Customer

Focus across the Firm. New York: McGraw-Hill. Retrieved from http://

www.ewp,rpi,edu>jbdn>jbdnv202

 Kumar, M., Kee, F.T., & Manshor, A.T. (2009). Determining the Relative Importance

of Critical Factors in Delivering Service Quality of Banks: an Application of

Dominance Analysis in SERVQUAL Model. Managing Service Quality, 19(2), 211-

228.

 Lewis, B.R. (1989). Quality in the Service Sector – a Review. International Journal

of Bank Marketing, 7(5).

 Malhotra, N.K. (2004). Marketing Research: An Applied Orientation. 4th ed. New

York: Prentice Hall International Inc.

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