References
1. Auka, D. O. (2012). Service quality, satisfaction, perceived value and loyalty among customers in commercial banking in Nakuru Municipality, Kenya. African Journal of Marketing Management, 4(5), 185-203 Barnes, S. J., & Vidgen, R. T. (2002). An integrative approach to the assessment of e- commerce quality. J. Electron. Commer. Res., 3(3), 114-127. Buttle, F. (1996). SERVQUAL: review, critique, research agenda. European Journal of marketing, 30(1), 8-32. Gilbert, G. R., & Veloutsou, C. (2006). A cross?industry comparison of customer satisfaction. Journal of services marketing, 20(5), 298-308. Grönroos, C. (2000). Creating a relationship dialogue: communication, interaction and value. The marketing review, 1(1), 5-14. He, Y., & Song, H. (2009). A mediation model of tourists' repurchase intentions for packaged tour services. Journal of Travel Research, 47(3), 317-331. Kandampully, J., Zhang, T. C., & Bilgihan, A. (2015). Customer loyalty: a review and future directions with a special focus on the hospitality industry. International Journal of Contemporary Hospitality Management, 27(3), 379-414. Kim, S., & Stoel, L. (2004). Apparel retailers: website quality dimensions and satisfaction. Journal of retailing and consumer services, 11(2), 109-117. Kumar, P. K. (2012). User satisfaction and service quality of the university libraries in Kerala. International Journal of Information Dissemination and Technology, 2(1), 24-30. Kotler, P. (2001). Marketing management: analysis, planning, implementation and control. Master in Administration-Part Time 29, ESAN. Lee, H., Lee, Y., & Yoo, D. (2000). The determinants of perceived service quality and its relationship with satisfaction. Journal of services marketing, 14(3), 217-231. Loiacono, E. T. (2000). WebQual™: A Web site quality instrument. University of Georgia. Luo, J., Ba, S., & Zhang, H. (2012). The effectiveness of online shopping characteristics and well-designed websites on satisfaction. Mis Quarterly, 1131-1144. Ma, Q. X., & Zhang, P. W. (2003). Analysis of factors influencing customer loyalty. Regional Economic Review,(4), 34-35. Mensah, J., Oppong, J. R., & Schmidt, C. M. (2010). Ghana's National Health Insurance Scheme in the context of the health MDGs: An empirical evaluation using propensity score matching. Health economics, 19(S1), 95-106 Shanka, S. Mesay.(2012). Measuring Service Quality in Ethiopian Airlines. Journal of Educational and Social Research, 2. Mohsan, F., Nawaz, M. M., Khan, M. S., Shaukat, Z., & Aslam, N. (2011). Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector of Pakistan. International journal of business and social science, 2(16), 263-270. Oliver, R. L., Rust, R. T., & Varki, S. (1997). Customer delight: foundations, findings, and managerial insight. Journal of retailing, 73(3), 311-336. Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of retailing, 64(1), 12. Reichheld, F. F. (1990). Zero Defections: Quality Comes to Services. Harvard Business Review. Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International journal of research in marketing, 20(2), 153-175. Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh. International journal of business and management, 6(3), 12. Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of Retailing, 76(3), 309-322. Tee, D. K., Preko, A., & Tee, E. (2018). Understanding the relationships between service quality, customer satisfaction and loyalty: An investigation of Ghana’s retail banking sector. British Journal of Marketing Studies, 6(2), 1-19. Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting retail quality. Journal of Retailing, 79(3), 183-198. Zairi, M. (2000). Managing customer satisfaction: a best practice perspective. The TQM Magazine, 12(6), 389-394.