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bibliography books

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Chakraborty
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Deng, Z., Lu, Y., Wei, K. K. and Zhang, J. (2009).


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n barometer: The Swedish
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Hayes, B.E. (1998). Measuring Customer Satisfaction


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Kim, M., Park, M. and Jeong, D. (2004). The Effects


of Customer Satisfaction
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Kuo, Y., Wu, C. and Deng, W. (2009). The Relationsh


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JOURNAL
 Anderson, E.W., Fornell, C., & Lehmann, D.R.
(1994). Customer satisfaction, market share and
profitability: Findings from Sweden. Journal of
Marketing.

 Managing customer satisfaction in consumer


service business /by John A. Czepiel.Cambridge,
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 Anonymous. (1987), "ImprovingCustomer Service


–Customer Satisfaction Yields Bottom-
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 Bhote, Keki R. (1996), "Beyond
customersatisfaction to customer loyalty: the key to
greater profitability", American Management
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 Fornell, Claes. (1992), "A National Customer


Satisfaction Barometer: The Swedish Experience",
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 Innis, Daniel E. and La Londe, Bernard J. (1994),


"Customer's service: The Key to Customer
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 Aurora S. and Malhotra M. (1997), “Customer
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 Banking Industry Scores above Average in


Customer Satisfaction, ACSI Report. Publication:
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 Clancy, R.( 2010), ‘Smaller UK Banks Offer


Better Customers Satisfaction, Annual Survey
Shows’, Investment International, (23rd August),
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 Dash, M.K and Mahaptra, D.M. (2006),


‘Measuring Customer Satisfaction in The Banking
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 International Journal of Bank Marketing Factors


influencing customer satisfaction in the retail
banking sector in Pakistan. International Journal of
Commerce & Management.(JAN 2003)

 Impact of Customer Satisfaction on Customer


Loyalty and Intentions to Switch: Evidence from
Banking Sector of Pakistan International Journal of
Business and Social Science Vol. 2 No. 16;
September 2011.

 Kumar, R . (2008), ‘Customer Satisfaction in


Indian Banking: A Case of Yamuna Nagar District
in Haryana’, Political Economy Journal of India,
(Jan-June), Retrieved on 18th August 2010 from
http://findarticles.com

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