How to cite this paper
Aghaei, A., Mostafapour, M & Rezaei, H. (2013). Investigating the relationship between service quality and customer loyalty: A case study of banking industry.Management Science Letters , 3(7), 2147-2154.
Refrences
Arasli, H., Mehtap-Smadi, S., & Katircioglu, S. T. (2005). Customer service quality in the Greek
Cypriot banking industry. Managing Service Quality, 15(1), 41-56.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of
Business Research, 24, 253-268.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service
quality: a hierarchical approach. The Journal of Marketing, 34-49.
Crosby, P. B. (1985). Quality without tears: The art of hassle-free management. New American
Library.
Darvish, H., Moayeri, M., Faradonbe, M & Naderifar, A. (2013). A survey on relationship between
customer satisfaction and electronic banking features: A case study of Tejarat bank in Iran.
Management Science Letters, 3(2), 425-430.
Faghihi, A., Afsharnezhad, A., & Kheirandish, M. (2012). An empirical study on performance
management: A case study of national Iranian oil Production Distribution Company. Management
Science Letters, 2(7), 2435–2440.
Guo, X., Duff, A., & Hair, M. (2008). Service quality measurement in the Chinese corporate banking
market. International Journal of Bank Marketing, 26(5), 305-327.
Gr?nroos, C. (2001). Service management and marketing (Vol. 2). New York: Wiley.
Hakkak, M & Zare, N. (2013). Evaluating the impact of relationship marketing components on
customers’ loyalty level: Evidence from Iran Khodro Corporation. Management Science Letters,
3(2), 519-526.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived
value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers
in Human Behavior, 25(4), 887-896.
Landrum, H., Prybutok, V. R., & Zhang, X. (2007). A Comparison of Magal & apos; s service quality
instrument with SERVPERF. Information & Management, 44(1), 104-113.
Mart?nez, J. A., & Mart?nez, L. (2010). Some insights on conceptualizing and measuring service
quality. Journal of Retailing and Consumer Services, 17(1), 29-42.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its
implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A. (1998). Customer service in business-to-business markets: an agenda for
research. Journal of Business & Industrial Marketing, 13(4/5), 309-321.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a
research agenda. Journal of the academy of marketing science, 28(1), 168-174.
Tajzadeh-Namin, A., Pilevary, N & Tajzadeh-Namin, A. (2012). Measuring customer satisfaction
using SERQUAL survey. Management Science Letters , 2(3), 933-938.
Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an
international comparison of professional services perceptions. Journal of Services Marketing, 21(6),
410–423.
Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction
in the DIY retail loyalty program. Journal of Retailing and consumer Services, 16(5), 396-406.
Cypriot banking industry. Managing Service Quality, 15(1), 41-56.
Babakus, E., & Boller, G.W. (1992). An empirical assessment of the SERVQUAL scale. Journal of
Business Research, 24, 253-268.
Brady, M. K., & Cronin Jr, J. J. (2001). Some new thoughts on conceptualizing perceived service
quality: a hierarchical approach. The Journal of Marketing, 34-49.
Crosby, P. B. (1985). Quality without tears: The art of hassle-free management. New American
Library.
Darvish, H., Moayeri, M., Faradonbe, M & Naderifar, A. (2013). A survey on relationship between
customer satisfaction and electronic banking features: A case study of Tejarat bank in Iran.
Management Science Letters, 3(2), 425-430.
Faghihi, A., Afsharnezhad, A., & Kheirandish, M. (2012). An empirical study on performance
management: A case study of national Iranian oil Production Distribution Company. Management
Science Letters, 2(7), 2435–2440.
Guo, X., Duff, A., & Hair, M. (2008). Service quality measurement in the Chinese corporate banking
market. International Journal of Bank Marketing, 26(5), 305-327.
Gr?nroos, C. (2001). Service management and marketing (Vol. 2). New York: Wiley.
Hakkak, M & Zare, N. (2013). Evaluating the impact of relationship marketing components on
customers’ loyalty level: Evidence from Iran Khodro Corporation. Management Science Letters,
3(2), 519-526.
Kuo, Y. F., Wu, C. M., & Deng, W. J. (2009). The relationships among service quality, perceived
value, customer satisfaction, and post-purchase intention in mobile value-added services. Computers
in Human Behavior, 25(4), 887-896.
Landrum, H., Prybutok, V. R., & Zhang, X. (2007). A Comparison of Magal & apos; s service quality
instrument with SERVPERF. Information & Management, 44(1), 104-113.
Mart?nez, J. A., & Mart?nez, L. (2010). Some insights on conceptualizing and measuring service
quality. Journal of Retailing and Consumer Services, 17(1), 29-42.
Parasuraman, A., Zeithaml, V., & Berry, L. (1985). A conceptual model of service quality and its
implications for future research. Journal of Marketing, 49 (4), 41-50.
Parasuraman, A. (1998). Customer service in business-to-business markets: an agenda for
research. Journal of Business & Industrial Marketing, 13(4/5), 309-321.
Parasuraman, A., & Grewal, D. (2000). The impact of technology on the quality-value-loyalty chain: a
research agenda. Journal of the academy of marketing science, 28(1), 168-174.
Tajzadeh-Namin, A., Pilevary, N & Tajzadeh-Namin, A. (2012). Measuring customer satisfaction
using SERQUAL survey. Management Science Letters , 2(3), 933-938.
Ueltschy, L. C., Laroche, M., Eggert, A., Bindl, U. (2007). Service quality and satisfaction: an
international comparison of professional services perceptions. Journal of Services Marketing, 21(6),
410–423.
Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction
in the DIY retail loyalty program. Journal of Retailing and consumer Services, 16(5), 396-406.