How to cite this paper
Behera, A. (2020). Quality of Indian service industries with different ANN models.International Journal of Data and Network Science, 4(1), 15-26.
Refrences
Arasli, H. (2005). A comparison of service quality in the banking industry: Some evidence from Turk-ish and Greek-speaking areas in Cyprus. International Journal of Bank Marketing, 23(7), 508-526.
Behera, A, Nayak N.C., & Das, H. (2015a). Performance measurement in Banking & Software firm: an empirical research. Global Journal of Flexible Systems Management, 16(1), 3-18.
Behera, A, Nayak N.C., & Das, H. (2015b). An empirical study of the impact of IT on performance in service Industries. Global Business and Organizational Excellence, 34(3), 67-78.
Behera, A.K., Nayak, N.C., & Das, H.C. (2015c). Performance measurement due to IT adoption. Busi-ness Process Management Journal, 21(4), 888-907.
Bergendahl, G. & Lindblom, T. (2008). Evaluating the performance of Swedish savings banks accord-ing to service efficiency. European Journal of Operational Research, 185, 1663-1673.
Bruque, S., & Moyano, J. (2007). Organisational determinants of information technology adoption and implementation in SMEs: The case of family and cooperative firms. Technovation, 27(5), 241-253.
Carmeli, A., Sternberg, A., & Elizur, D. (2008). Organizational culture, creative behavior, and infor-mation and communication technology (ICT) usage: A facet analysis, Cyber Psychology and Be-havior, 11(2),175-180.
Chan, H. C. Y., & Ngai, E. W. T. (2010). What Makes Customers Discontent with Service Providers? An Empirical vice Analysis of Complaint Handling in Information and Communication Technolo-gy Services. Journal of Business Ethics, 91, 73–110.
Chang, T.H (2014). Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan. Information Sciences, 271, 196-212.
Chen, J.S., Tsou, M., & Hung, T. (2012). Performance effects of IT capability, service process innova-tion, and the mediating role of customer service. Journal of Engineering Technology Management, 29, 71-94.
Cui, C.C., Lewis, B.R., & Park, W. (2003). Service quality in the banking sector in South Korea. In-ternational Journal of Bank Marketing, 21(4), 191-201.
Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technologies. MIS Quarterly, 13(3), 319-340.
Dewhurst, F.W., Lorente, A.R.M., & Rodriguez, C.S. (2003). An initial assessment of the influence of IT on TQM: a multiple case study. International Journal of Operations & Production Manage-ment, 23(4), 348-374.
Doha, R., Salimath, M., & D’Souza, D. (2014). Disaster immunity and performance of service firms: The influence of market acuity and supply network partnering. International Journal of Produc-tion Economics, 147, 385–397.
Durdyeva, S., Ihtiyar, A., Syuhaida I. S., Ahmad, F.S., & Bakare, N.A. (2014). Productivity and ser-vice quality: Factors affecting in service industry. Procedia - Social and Behavioral Sciences, 109, 487-491.
Ghobakhloo, M., Zulkifli, N.B., & Aziz, F.A. (2010). The interactive model of User information tech-nology acceptance and satisfaction in small and medium-sized enterprises. European Journal of Economics, Finance and Administrative Sciences, 19(1), 7-27.
Ghobakhloo, M., Benitez-Amado, J., & Arias-Aranda, D. (2011). Reasons for information technology adoption and sophistication within manufacturing SMEs. Paper presented at the POMS 22nd An-nual Conference: Operations management, Reno, USA, April 29 to May 2.
Goo, J. (2010). Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement. Information System Front, 12, 185-205.
Gustafsson, A., Nilsson, L., & Johnson, M.D. (2003). The role of quality practices in service organiza-tions. International Journal of Service Industry Management, 14(2), pp.232-244.
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' fi-nancial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127-147.
Hussain, M.M., & Gunasekaran, A. (2002). Management accounting and performance measures in Japanese banks. Managing Service Quality, 12(4), 232-245.
Igbaria, M., & Tan, M. (1997). The consequences of information technology acceptance on subse-quent individual performance. Information & Management, 32(3), 113-121.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of Marketing Management, 20(1-2), 185-207.
Jun, M., & Cai, S. (2010). The key determinants of Internet bank service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276-291.
Kannabiran, G., & Narayan, P. (2005). Deploying Internet banking and e-commerce: case study of a private sector bank in India. Information Technology for Development, 11(4), 363-379.
KPMG (2015). Mobile banking (2015) https://www.kpmg.com/ UK/en/IssuesAndInsights/ Articles Publications/Documents/PDF/mobile-banking-report-2015.pdf.
Lepmets, M., Mesquida, A.L., Cater, S.A., Mas, A., & Ras, E. (2014). The evaluation of the IT service quality measurement framework in industry. Global Journal of Flexible Systems Management, 15(1), 39-57.
Mwangi, B. J., & Brown, I. (2015). A decision model of Kenyan SMEs’ consumer choice behavior in relation to registration for a mobile banking service: A contextual perspective. Information Tech-nology for Development, 21(2), 229-252.
Mikhailov, L., & Tsvetinov, P. (2004). Evaluation of services using a fuzzy analytic hierarchy process. Applied Soft Computing, 5(1), 23-33.
Parka, J., Leea, J., Leea, H., & Truex, D. (2012). Exploring the impact of communication effective-ness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32, 459-468.
Peter, K.C., Cheng, T.C.E., Yeung, A.C.L., & Lai, K.H (2011). An empirical study of transformational leadership, team performance and service quality in retail banks. Omega, 39, 690-701.
Pick, J. B., Gollakota, K., & Singh, M. (2013). Technology for development: Understanding influ-ences on use of rural telecenters in India. Information Technology for Development, 20(4), 296-323.
Shaik, M.N., & Abdul, K.W. (2014). Comprehensive performance measurement and causal-effect de-cision making model for reverse logistics enterprise. Computers and Industrial Engineering, 68, 87-103.
Southern, A., & Tilley, F. (2000). Small firms and information and communication technologies (ICTs): toward a typology of ICTs usage. New Technology, Work and Employment, 15(2), 138-154.
Tanriverdi, H. (2005). Information technology relatedness, knowledge management capability, and performance of multibusiness firms. MIS Quarterly, 29(2), 311-334.
Therrien, P., David, D., & Tyler, C. (2011). Innovation novelty and (commercial) performance in the service sector: A Canadian firm-level analysis. Technovation, 31, 655-665.
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Ser-vices, 20, 579-586.
Yan, L., Yingwu, C., & Changfeng, Z. (2006). Determinants affecting end-user satisfaction of infor-mation technology service. Paper presented at the Proceedings - ICSSSM'06: International Con-ference on Service Systems and Service Management.
Yee, R. W.Y, Lee, P.K.C., Yeung, A. C.L., & Cheng, T.C.E. (2013). The relationships among leader-ship, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141, 452-464.
Zhang, X., Chen, R., & Ma, Y. (2007). An empirical examination of response time, product variety, and firm performance. International Journal of Production Research, 45(14), 3135-3150.
Behera, A, Nayak N.C., & Das, H. (2015a). Performance measurement in Banking & Software firm: an empirical research. Global Journal of Flexible Systems Management, 16(1), 3-18.
Behera, A, Nayak N.C., & Das, H. (2015b). An empirical study of the impact of IT on performance in service Industries. Global Business and Organizational Excellence, 34(3), 67-78.
Behera, A.K., Nayak, N.C., & Das, H.C. (2015c). Performance measurement due to IT adoption. Busi-ness Process Management Journal, 21(4), 888-907.
Bergendahl, G. & Lindblom, T. (2008). Evaluating the performance of Swedish savings banks accord-ing to service efficiency. European Journal of Operational Research, 185, 1663-1673.
Bruque, S., & Moyano, J. (2007). Organisational determinants of information technology adoption and implementation in SMEs: The case of family and cooperative firms. Technovation, 27(5), 241-253.
Carmeli, A., Sternberg, A., & Elizur, D. (2008). Organizational culture, creative behavior, and infor-mation and communication technology (ICT) usage: A facet analysis, Cyber Psychology and Be-havior, 11(2),175-180.
Chan, H. C. Y., & Ngai, E. W. T. (2010). What Makes Customers Discontent with Service Providers? An Empirical vice Analysis of Complaint Handling in Information and Communication Technolo-gy Services. Journal of Business Ethics, 91, 73–110.
Chang, T.H (2014). Fuzzy VIKOR method: A case study of the hospital service evaluation in Taiwan. Information Sciences, 271, 196-212.
Chen, J.S., Tsou, M., & Hung, T. (2012). Performance effects of IT capability, service process innova-tion, and the mediating role of customer service. Journal of Engineering Technology Management, 29, 71-94.
Cui, C.C., Lewis, B.R., & Park, W. (2003). Service quality in the banking sector in South Korea. In-ternational Journal of Bank Marketing, 21(4), 191-201.
Davis, F.D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technologies. MIS Quarterly, 13(3), 319-340.
Dewhurst, F.W., Lorente, A.R.M., & Rodriguez, C.S. (2003). An initial assessment of the influence of IT on TQM: a multiple case study. International Journal of Operations & Production Manage-ment, 23(4), 348-374.
Doha, R., Salimath, M., & D’Souza, D. (2014). Disaster immunity and performance of service firms: The influence of market acuity and supply network partnering. International Journal of Produc-tion Economics, 147, 385–397.
Durdyeva, S., Ihtiyar, A., Syuhaida I. S., Ahmad, F.S., & Bakare, N.A. (2014). Productivity and ser-vice quality: Factors affecting in service industry. Procedia - Social and Behavioral Sciences, 109, 487-491.
Ghobakhloo, M., Zulkifli, N.B., & Aziz, F.A. (2010). The interactive model of User information tech-nology acceptance and satisfaction in small and medium-sized enterprises. European Journal of Economics, Finance and Administrative Sciences, 19(1), 7-27.
Ghobakhloo, M., Benitez-Amado, J., & Arias-Aranda, D. (2011). Reasons for information technology adoption and sophistication within manufacturing SMEs. Paper presented at the POMS 22nd An-nual Conference: Operations management, Reno, USA, April 29 to May 2.
Goo, J. (2010). Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement. Information System Front, 12, 185-205.
Gustafsson, A., Nilsson, L., & Johnson, M.D. (2003). The role of quality practices in service organiza-tions. International Journal of Service Industry Management, 14(2), pp.232-244.
Al-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' fi-nancial performance and the mediating role of customer satisfaction. Marketing Intelligence & Planning, 24(2), 127-147.
Hussain, M.M., & Gunasekaran, A. (2002). Management accounting and performance measures in Japanese banks. Managing Service Quality, 12(4), 232-245.
Igbaria, M., & Tan, M. (1997). The consequences of information technology acceptance on subse-quent individual performance. Information & Management, 32(3), 113-121.
Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of Marketing Management, 20(1-2), 185-207.
Jun, M., & Cai, S. (2010). The key determinants of Internet bank service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276-291.
Kannabiran, G., & Narayan, P. (2005). Deploying Internet banking and e-commerce: case study of a private sector bank in India. Information Technology for Development, 11(4), 363-379.
KPMG (2015). Mobile banking (2015) https://www.kpmg.com/ UK/en/IssuesAndInsights/ Articles Publications/Documents/PDF/mobile-banking-report-2015.pdf.
Lepmets, M., Mesquida, A.L., Cater, S.A., Mas, A., & Ras, E. (2014). The evaluation of the IT service quality measurement framework in industry. Global Journal of Flexible Systems Management, 15(1), 39-57.
Mwangi, B. J., & Brown, I. (2015). A decision model of Kenyan SMEs’ consumer choice behavior in relation to registration for a mobile banking service: A contextual perspective. Information Tech-nology for Development, 21(2), 229-252.
Mikhailov, L., & Tsvetinov, P. (2004). Evaluation of services using a fuzzy analytic hierarchy process. Applied Soft Computing, 5(1), 23-33.
Parka, J., Leea, J., Leea, H., & Truex, D. (2012). Exploring the impact of communication effective-ness on service quality, trust and relationship commitment in IT services. International Journal of Information Management, 32, 459-468.
Peter, K.C., Cheng, T.C.E., Yeung, A.C.L., & Lai, K.H (2011). An empirical study of transformational leadership, team performance and service quality in retail banks. Omega, 39, 690-701.
Pick, J. B., Gollakota, K., & Singh, M. (2013). Technology for development: Understanding influ-ences on use of rural telecenters in India. Information Technology for Development, 20(4), 296-323.
Shaik, M.N., & Abdul, K.W. (2014). Comprehensive performance measurement and causal-effect de-cision making model for reverse logistics enterprise. Computers and Industrial Engineering, 68, 87-103.
Southern, A., & Tilley, F. (2000). Small firms and information and communication technologies (ICTs): toward a typology of ICTs usage. New Technology, Work and Employment, 15(2), 138-154.
Tanriverdi, H. (2005). Information technology relatedness, knowledge management capability, and performance of multibusiness firms. MIS Quarterly, 29(2), 311-334.
Therrien, P., David, D., & Tyler, C. (2011). Innovation novelty and (commercial) performance in the service sector: A Canadian firm-level analysis. Technovation, 31, 655-665.
Vera, J., & Trujillo, A. (2013). Service quality dimensions and superior customer perceived value in retail banks: An empirical study on Mexican consumers. Journal of Retailing and Consumer Ser-vices, 20, 579-586.
Yan, L., Yingwu, C., & Changfeng, Z. (2006). Determinants affecting end-user satisfaction of infor-mation technology service. Paper presented at the Proceedings - ICSSSM'06: International Con-ference on Service Systems and Service Management.
Yee, R. W.Y, Lee, P.K.C., Yeung, A. C.L., & Cheng, T.C.E. (2013). The relationships among leader-ship, goal orientation, and service quality in high-contact service industries: An empirical study. International Journal of Production Economics, 141, 452-464.
Zhang, X., Chen, R., & Ma, Y. (2007). An empirical examination of response time, product variety, and firm performance. International Journal of Production Research, 45(14), 3135-3150.