Abdullah, A. K. M. A., & Kassim, N. M. (2009). Measuring perceived service quality in Qatari Islamic banks. Journal for International Business and Entrepreneurship Development, 4(1-2), 90-106.
Al-Tamimi, H. A. H., & Al-Amiri, A. (2003). Analysing service quality in the UAE Islamic banks. Journal of Financial Services Marketing, 8(2), 119-132.
Anderson, S., Pearo, L. K., & Widener, S. K. (2008). Drivers of service satisfaction linking customer satisfaction to the service concept and customer characteristics. Journal of Service Research, 10(4), 365-381.
Appannan, S., Doraisamy, B., & Hui, T. X. (2013). CUSTOMER PERCEPTION ON SERVICE QUALITY OF COMMERCIAL BANKS: A CASE STUDY IN PENANG, MALAYSIA. Academic Research International, 4(5), 459.
Bem, S. L. (1981). Gender schema theory: A cognitive account of sex typing. Psychological review, 88(4), 354.
Cacioppo, K. (2000). Measuring and managing customer satisfaction. Quality Digest, 20(9), 49-57.
Carlson, R. (1972). Understanding women: Implications for personality theory and research. Journal of Social Issues, 28(2), 17-32.
Caruana, A. (2002). Service loyalty: The effects of service quality and the mediating role of customer satisfaction. European journal of marketing, 36(7/8), 811-828.
Cross, S. E., & Madson, L. (1997). Models of the self: self-construals and gender. Psychological bulletin, 122(1), 5.
Danaher, P. J. (1998). Customer heterogeneity in service management. Journal of Service Research, 1(2), 129-139.
Darley, W. K., & Smith, R. E. (1995). Gender differences in information processing strategies: An empirical test of the selectivity model in advertising response. Journal of Advertising, 24(1), 41-56.
Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
Evanschitzky, H., & Wunderlich, M. (2006). An examination of moderator effects in the four-stage loyalty model. Journal of Service Research, 8(4), 330-345.
Foss, B., & Stone, M. (2001). Successful customer relationship marketing. London: Kogan PageLimited.
Fournier, S. (1998). Consumers and their brands: Developing relationship theory in consumer research. Journal of consumer research, 24(4), 343-373.
Ganesan-Lim, C., Russell-Bennett, R., & Dagger, T. (2008). The impact of service contact type and demographic characteristics on service quality perceptions. Journal of services Marketing, 22(7), 550-561.
Garland, R., & Gendall, P. (2004). Testing Dick and Basu's customer loyalty model. Australasian Marketing Journal (AMJ), 12(3), 81-87.
Gilligan, C. (1982). In a different voice: Harvard University Press.
Golmohammadi, A., & Jahandideh, B. (2010). Prioritizing service quality dimensions: A neural network approach. World Academy of Science, Engineering and Technology, 4, 231-236.
Grewal, D., Baker, J., Levy, M., & Voss, G. B. (2003). The effects of wait expectations and store atmosphere evaluations on patronage intentions in service-intensive retail stores. Journal of retailing, 79(4), 259-268.
Grönroos, C. (2000). Service marketing and management: a customer relationship management approach. European Business Review, 20(4), 298-314.
Heskett, J. L., Sasser, W. E., & Schlesinger, L. A. (1997). The service profit chain. New York.
Hossain, M., & Leo, S. (2009). Customer perception on service quality in retail banking in Middle East: the case of Qatar. International Journal of Islamic and Middle Eastern Finance and Management, 2(4), 338-350.
Iacobucci, D., & Ostrom, A. (1993). Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters. Journal of consumer psychology, 2(3), 257-286.
Ismail, M. B., Yusof, Z. M., & Ikhsan, S. O. S. S. (2000). DOES KNOWLEDGE SHARING HELP IMPROVES PUBLIC SECTOR SERVICE DELIVERY? A CASE STUDY OF THREE SELECTED GOVERNMENT AGENCIES.
Johnston, R. (1997). Identifying the critical determinants of service quality in retail banking: importance and effect. International Journal of bank marketing, 15(4), 111-116.
Ladhari, R. (2009). Assessment of the psychometric properties of SERVQUAL in the Canadian banking industry. Journal of Financial Services Marketing, 14(1), 70-82.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of bank marketing, 14(7), 12-20.
Mattila, A. S., Grandey, A. A., & Fisk, G. M. (2003). The interplay of gender and affective tone in service encounter satisfaction. Journal of Service Research, 6(2), 136-143.
McColl-Kennedy, J. R., Daus, C. S., & Sparks, B. A. (2003). The role of gender in reactions to service failure and recovery. Journal of Service Research, 6(1), 66-82.
Mishra, S., & Suar, D. (2010). Does corporate social responsibility influence firm performance of Indian companies? Journal of Business Ethics, 95(4), 571-601.
Mittal, V., & Kamakura, W. A. (2001). Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics. Journal of marketing research, 38(1), 131-142.
Mudie, P., & Pirrie, A. (2006). Services Marketing Management. 3. painos: Elsevier Ltd. Great Britain.
Noble, S. M., Griffith, D. A., & Adjei, M. T. (2006). Drivers of local merchant loyalty: Understanding the influence of gender and shopping motives. Journal of retailing, 82(3), 177-188.
O'Leary, V. E. (1974). Some attitudinal barriers to occupational aspirations in women. Psychological bulletin, 81(11), 809.
Palmer, A., & Bejou, D. (1995). The effects of gender on the development of relationships between clients and financial advisers. International Journal of Bank Marketing, 13(3), 18-27.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. the Journal of Marketing, 41-50.
Patterson, P. G. (2007). Demographic correlates of loyalty in a service context. Journal of services Marketing, 21(2), 112-121.
Singh, S., & Arora, R. (2011). A comparative study of banking services and customer satisfaction in public, private and foreign banks. J Economics, 2(1), 45-56.
Snipes, R. L., Thomson, N. F., & Oswald, S. L. (2006). Gender bias in customer evaluations of service quality: an empirical investigation. Journal of services Marketing, 20(4), 274-284.
Srivastava, A. K., & Chatterjee, P. (2009). AN ANALYTICAL STUDY OF COMMERCIAL BANKING SERVICES & CUSTOMER SATISFACTION.
Tariq, A. N., & Moussaoui, N. (2009). The main antecedent of customer loyalty in Moroccan banking sector. International Journal of Business and Management Science, 2(2), 101.
Veloutsou, C., Daskou, S., & Daskou, A. (2004). Are the determinants of bank loyalty brand specific? Journal of Financial Services Marketing, 9(2), 113-125.
Watts, B. L., Messe, L. A., & Vallacher, R. R. (1982). Toward understanding sex differences in pay allocation: Agency, communion, and reward distribution behavior. Sex Roles, 8(12), 1175-1187.