How to cite this paper
Vazifedoost, H., Ansar, M & Yekezare, A. (2013). How customer satisfaction changes behavior: A case study of banking industry.Management Science Letters , 3(6), 1587-1892.
Refrences
Beckett, A., Hewer, P., & Howcroft, B. (2000). An exposition of consumer behaviour in the financial
services industry. International Journal of Bank Marketing, 18(1), 15-26.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable
and unfavorable incidents. The Journal of Marketing, 71-84.
Danaei, A., Jahan, A & Saeidfar, M. (2013). A study on the effect of advertisements on customers &
quot; willingness to accept banking services based on modulatory role of brand: A case study of
Bank Parsian. Management Science Letters, 3(5), 1439-1444.
Esmaeili, M., Nazarpoori, A & Najafi, M. (2013). An investigation on loyalty formation model in ebanking customers: A case study of banking industry. Management Science Letters, 3(3), 903-912.
Furrer, O., Liu, B. S. C., & Sudharshan, D. (2000). The relationships between culture and service
quality perceptions basis for cross-cultural market segmentation and resource allocation. Journal
of service research, 2(4), 355-371.
Garland, R. (2002). Estimating customer defection in personal retail banking.International Journal of
Bank Marketing, 20(7), 317-324.
Gerrard, P., & Cunningham, J. B. (2004). Consumer switching behavior in the Asian banking
market. Journal of Services Marketing, 18(3), 215-223.
Holmlund, M., & Kock, S. (1996). Relationship marketing: the importance of customer-perceived
service quality in retail banking. Service Industries Journal,16(3), 287-304.
Lees, G., Garland, R., & Wright, M. (2007). Switching banks: old bank gone but not
forgotten. Journal of Financial Services Marketing, 12(2), 146-156.
Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market
share. Journal of retailing, 69(2), 193-215.
Zhou, L. (2004). A dimension-specific analysis of performance-only measurement of service quality
and satisfaction in China & apos; s retail banking.Journal of Services Marketing, 18(7), 534-546.
services industry. International Journal of Bank Marketing, 18(1), 15-26.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable
and unfavorable incidents. The Journal of Marketing, 71-84.
Danaei, A., Jahan, A & Saeidfar, M. (2013). A study on the effect of advertisements on customers &
quot; willingness to accept banking services based on modulatory role of brand: A case study of
Bank Parsian. Management Science Letters, 3(5), 1439-1444.
Esmaeili, M., Nazarpoori, A & Najafi, M. (2013). An investigation on loyalty formation model in ebanking customers: A case study of banking industry. Management Science Letters, 3(3), 903-912.
Furrer, O., Liu, B. S. C., & Sudharshan, D. (2000). The relationships between culture and service
quality perceptions basis for cross-cultural market segmentation and resource allocation. Journal
of service research, 2(4), 355-371.
Garland, R. (2002). Estimating customer defection in personal retail banking.International Journal of
Bank Marketing, 20(7), 317-324.
Gerrard, P., & Cunningham, J. B. (2004). Consumer switching behavior in the Asian banking
market. Journal of Services Marketing, 18(3), 215-223.
Holmlund, M., & Kock, S. (1996). Relationship marketing: the importance of customer-perceived
service quality in retail banking. Service Industries Journal,16(3), 287-304.
Lees, G., Garland, R., & Wright, M. (2007). Switching banks: old bank gone but not
forgotten. Journal of Financial Services Marketing, 12(2), 146-156.
Rust, R. T., & Zahorik, A. J. (1993). Customer satisfaction, customer retention, and market
share. Journal of retailing, 69(2), 193-215.
Zhou, L. (2004). A dimension-specific analysis of performance-only measurement of service quality
and satisfaction in China & apos; s retail banking.Journal of Services Marketing, 18(7), 534-546.