How to cite this paper
Asgarian, N. (2013). Bank service quality in private sector: Evidence from Iran.Management Science Letters , 3(2), 463-468.
Refrences
Amin, M. and Isa, Z. (2008). An examination of the relationship between service quality perception
and customer satisfaction: a SEM approach towards Malaysian Islamic banking. International
Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Arasli, H., Katircioglu, S.T., & Mehtap-Smadi, S. (2005). A comparison of service quality in the
banking industry. International Journal of Bank Marketing, 23(7), 508-26.
Camarero, C. (2007). Relationship orientation or service quality? What is the trigger of performance
in financial and insurance services? International Journal of Bank Marketing, 25(6), 406-26.
Chi Cui, C., Lewis, B.R., & Park, W. (2003). Service quality measurement in the banking sector in
South Korea. International Journal of Bank Marketing, 21(4/5), 191-201.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension.
Journal of Marketing, 56, 55-68.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of
Marketing, 18, 36-44.
Karatepe, O.M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: scale
development and validation. Journal of Retailing and Consumer Services, 12, 373-83.
Kristensen, K., Martensen, A., & Gronholdt, L. (1999). Measuring the impact of buying behaviour on
customer satisfaction. Total Quality Management, 10(4/5), 602–614.
Lam, T.K.P. (2002). Making sense of SERVQUAL’s dimensions to the Chinese customers in Macau.
Journal of Market-focused Management, 5(10), 43-58.
McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement:
Examination of dental practices sheds more light on the relationships between service quality,
satisfaction, and purchase intentions in a health care setting. Journal of Health Care Marketing,
14(1), 34–39.
Mels, G., Boshoff, C., & Deon, N. (1997). The dimensions of service quality: the original European
perspective revisited. The Service Industries Journal, 17(1), 173-89.
Molina, A., Martin-Consuegra, D., & Esteban, A. (2007). Relational benefits and customer
satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253-71.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its
implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service
quality. Journal of Marketing, 60(2), 31–46.
Zhou, L., Zhang, Y., & Xu, J. (2002). A critical assessment of SERVQUAL’s applicability in the
banking context of China. Asia Pacific Advances in Consumer Research, 5, Association for
Consumer Research, Valdosta, GA, 14-21.
and customer satisfaction: a SEM approach towards Malaysian Islamic banking. International
Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209.
Arasli, H., Katircioglu, S.T., & Mehtap-Smadi, S. (2005). A comparison of service quality in the
banking industry. International Journal of Bank Marketing, 23(7), 508-26.
Camarero, C. (2007). Relationship orientation or service quality? What is the trigger of performance
in financial and insurance services? International Journal of Bank Marketing, 25(6), 406-26.
Chi Cui, C., Lewis, B.R., & Park, W. (2003). Service quality measurement in the banking sector in
South Korea. International Journal of Bank Marketing, 21(4/5), 191-201.
Cronin, J.J., & Taylor, S.A. (1992). Measuring service quality: a re-examination and extension.
Journal of Marketing, 56, 55-68.
Gr?nroos, C. (1984). A service quality model and its marketing implications. European Journal of
Marketing, 18, 36-44.
Karatepe, O.M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: scale
development and validation. Journal of Retailing and Consumer Services, 12, 373-83.
Kristensen, K., Martensen, A., & Gronholdt, L. (1999). Measuring the impact of buying behaviour on
customer satisfaction. Total Quality Management, 10(4/5), 602–614.
Lam, T.K.P. (2002). Making sense of SERVQUAL’s dimensions to the Chinese customers in Macau.
Journal of Market-focused Management, 5(10), 43-58.
McAlexander, J. H., Kaldenberg, D. O., & Koenig, H. F. (1994). Service quality measurement:
Examination of dental practices sheds more light on the relationships between service quality,
satisfaction, and purchase intentions in a health care setting. Journal of Health Care Marketing,
14(1), 34–39.
Mels, G., Boshoff, C., & Deon, N. (1997). The dimensions of service quality: the original European
perspective revisited. The Service Industries Journal, 17(1), 173-89.
Molina, A., Martin-Consuegra, D., & Esteban, A. (2007). Relational benefits and customer
satisfaction in retail banking. International Journal of Bank Marketing, 25(4), 253-71.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its
implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: a multiple-item scale for
measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service
quality. Journal of Marketing, 60(2), 31–46.
Zhou, L., Zhang, Y., & Xu, J. (2002). A critical assessment of SERVQUAL’s applicability in the
banking context of China. Asia Pacific Advances in Consumer Research, 5, Association for
Consumer Research, Valdosta, GA, 14-21.