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BIBLIOGRAPHY

Text Books
1. Arasli, H., Smadi, S.M., and Katircioglu, S T (2005) Customer Service Quality in the
Greek Cypriot bankingindustry Managing Service Quality 15(1), 41-56.
2. As quoted by the Indian Central Bank enquiry committee (1931), chapter 11, p.11
3. Gangadhar (1997), ”National banking and Economic Development”, Vora& Co.
Publications Pvt. Ltd. Bombay
4. Gronroos, C. (2000). Service Management and Marketing: A Customer Relationship
Management Approach, (2nd ed.). West Sussex: John Wiley & Sons, Ltd
5. Heskett et al. (1997) The Service Profit Chain. New York: The Free Press.
6. Hulme, D., and P. Mosley (1996) Finance against Poverty Volumes 1 and 2. London and
New York:Routledge
7. Kumar, M., Kee, F. T andManshor, A. T (2009) Determining the relative importance of
critical factors indelivering service quality of banks: an application of dominance analysis
in SERVQUAL model.Managing ServiceQuality 19(2), 211-228.
8. Maheswari S.N, and Paul R.R.(2003) “ Banking and Financial Services”, p101
9. Maheswari.S.N, and Paul R.R (2003), “Banking and Financial Services”, Kalayani
Publisher, New Delhi..
10. Mishra. S.N and Sriram Mishra(2001), “Development of commercial Banking under
financial and Banking sector reforms: problems, achievement and prospectus”, in
Banarjee Amlesh and Singh Kumar (ed.) “ Banking and financial sector reforms in India
“, Deep and Deep publications limited, New Delhi, p.113.
11. Mithani.D.M, “Currency and Banking”, p78, and Paul R.R, “Banking and Financial
Services”, p.84.
12. Narasimham.M (1998), “Report of the committee on financial sector reforms”, A Nabhi
publication, Publishing house, Delhi, p349.
13. Rangarajan .c, “Innovation in Banking: The Indian Experience impact on Deposits and
credit”, Oxford & IBH Publishers Co, New Delhi, pp.32-38.
14. Renu Sobti, , “ Banking and Financial Services in India: Marketing Redifined by 2003”,
New century publications, 4800/24, Bharat Ram Raod, Ansari Road, Daryaganj, New
Delhi, 2003.
15. S.K Basu (1985), “A review of current banking theory and practices”, III edition
Mc.Millan India Ltd., Madras.

213
16. Sen, Kunal and R.R.Vaidya(1997), “ The process of financial liberalization in india”,
Oxford New Delhi, p.114.
17. Suresh Padmalatha(2010), Management Of Banking And Financial Services
18. Wahab, A. (2001): Commercial Banks Under Reforms: Performance and Issues Edited
Book, Deep & Deep Publications, New Delhi.
19. Wahab, A. (2001): Commercial Banks Under Reforms: Performance and Issues Edited
Book, Deep & Deep Publications, New Delhi.
20. Zeithaml, V A and Bitner, Mary Jo (2003) Services Marketing: Integrating Customer
Focus Across the Firms, 3rd Edition, Tata-MçGraw Hill, New Delhi
21. Zeithaml, V. A., Wilson, A. and Bitner, M. J. (2008) Services Marketing. 4th ed. New
Delhi: TheMcGraw-HillCompanies.

Journals, Magazines and Conference Papers:


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7. Beck, T., R. Levine, and N. Loayza( 2000) “Finance and the Sources of Growth.” Journal
of Financial Economics 58(1–2):261–300
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25.

214
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