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Measuring service quality perceptions of Indian e-retailers : an evaluative study

Chavadi, Chandan Andanesh; Menon, Sindhu R.; Sirothiya, … - In: Metamorphosis : a journal of management research 18 (2019) 2, pp. 92-102

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Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service

Hossain, Muhammad Muazzem - In: International journal of services and standards 9 (2014) 1, pp. 67-83

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Redefining service quality scale with customer experience quality scale : a critical review

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Service quality in pharmaceutical supply chain : a study with reference to three major cities of Andhra Pradesh, India

Devi, P. Uma Maheswari; Rao, B. Sankara; Shekhar, B. Raja; … - In: International journal of services and operations management 24 (2016) 4, pp. 433-458

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An empirical study of gap analysis of service quality in select private sector banks

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Six Sigma in banking services : a case study based approach

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Customer satisfaction in Indian commercial banks through total quality management approach

Lenka, Usha; Suar, Damodar; Mohapatra, Pratap K. - In: Total quality management & business excellence : an … 21 (2010) 11/12, pp. 1315-1341

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Impact of total quality management on customer satisfaction in Indian banking sector

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Classification of service quality attributes using Kano's model : a study in the context of the Indian banking sector

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Investigating the influence of TQM, service quality and market orientation on customer satisfaction and loyalty in the Indian banking sector

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