Avkiran, N.K. 1999, "Quality Customer Service Demands Human Contact", The International Journal of Bank Marketing, Vol. 17 No. 2.
Aydin, Serkan., Ozer, Gokhan., 2005, The analysis of Antecedents of Customer Loyalty In The Turkish Mobile Telecommunication Market, Journal of Marketing, Vol. 39 No. 7/8, pp. 910-925.
Bahia, K. and Nantel, J. 2000, "A reliable and valid measurement scale for the perceived service quality of banks", International Journal of Bank Marketing, Vol. 18 No. 2, pp. 84-91.
Benjamin, O.Ehigie. 2006. Correlates of customer loyalty to their bank: a case study in Nigeria. International Journal of Bank Marketing, Vol. 24 No. 7. pp. 494-508
Bloemer, J., Brijs, T., Swinnen, G. and Vanhoof, K. 2002, "Identifying latently dissatisfied customers and measures for dissatisfaction management", The. International Journal of Bank Marketing, Vol. 20 Na 1, pp. 27-37.
Bolton, R.N. and Drew, J.H. 1991. "A multistage model of customer's assesment of service quality and value", Journal of Consumer Research, Vol. 17 No. 4, pp. 365-84.
Bontis, Nick. and Lome D. Booker., Serenko, Alexander. 2007. The mediating effect of organizational reputation on customer loyalty and service recommendation in the banking industry. Management Decision, Vol. 45 No. 9.pp. 1426-1445
Chaudhuri, A. and Holbrook, M.B. 2001, "The chain effects from brand trust and brand affect to brand performance: the role of brand loyalty", Journal of Marketing, Vol. 65, April, pp. 31-93.
Fournier, S. and Yao, J.L. 1997. "Reviving brand loyalty: a conceptualization within the framework of consumer-brand relationships", International Journal of Research in Marketing, Vol. 14 No. 5, pp. 451-72.
Hokanson, S., 1995, The Deeper You Analyse, The More You Satisfy Customers, Marketing News, p.16
Lassar, W.M., Manolis, C. and Winsor, R.D. 2000, "Service quality perspectives and satisfaction in private banking", Journal of Services Marketing, Vol. 14 No. 3, pp. 244-71.
Lau, G. and Lee, S. 1999. “Consumers” trust in a brand and link to brand loyalty”, Journal of Market Focused Management, Vol. 4, pp.341-70.
Malhotra, Naresh. K, 1996. Marketing Research An Applied Orientation, Prentice-Hall, Inc.
Morgan, R.M. and Hunt, S.D. 1994, "The commitment-trust theory of relationship marketing", Journal of Marketing, Vol. 58, July, pp. 20-38.
Nelson, O. Ndubisi., Chan, K. Wah., Gibson, C.Ndubisi. 2007. Supplier-customer relationship management and customer loyalty. The banking industry perspective. Journal of Enterprise Information Management, Vol. 20 No. 2, pp. 222-236.
Nguyen, N. and Leblanc, G. 2001, "Corporate image and corporate reputation in customers' retention decisions in services", Journal of Retailing and Consumer Services, Vol. 8; pp. 227-36.
Oliver, R.L. 1997. "Whence consumer loyalty?", Journal of Marketing, Vol. 63, pp. 33-44.
Parasuraman, A., Leonard L. Berry, and Valarie A. Zeithaml. 1988, "SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," Journal ofRetailing, 64 (1), 5-6.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. 1985, "A conceptual model of service quality and implications for future research", Journal of Marketing, Vol. 49, Autumn, pp. 41-50.
Rust, R.T. and Oliver, R.L. 1994, Service Quality: New Dimensions in Theory and Practice, Sage, London.
Shy, O. 2002, "A quick and easy method for estimating switching costs", International Journal oflndustrial Organization, Vol. 20, pp. 71-87.
Siu, N.Y.M., and Mou, J.C.W. 2005. Measuring service quality in Internet banking the case of Hong Kong. Journal of International Consumer Marketing, 17 (4), 99-116.
Szymanski, D.M. and Henard, D.H. 2001, "Consumer satisfaction: a metaanalysis of the empirical evidence", Journal of the Academy of Marketing Science, Vol. 29 No. 1, pp. 16-35.