Agarwal, R., Sambamurthy, V., & Stair, R. (2000). Research report: The evolving relationship between general and specific coputer self-effiency: an emprica assessment. Iterntional System Research , 11, 418-430.
Ahmad, J., & Nases, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key anteedents of customer satisfaction in retailbaking. International journal of Bank Marketing , 146-160.
AL-Hawari, M., & Ward, T. (2006). The effect of automated service quality on Australian banks' financial performanace and the mediating role of customer satisfaction. Marketing Intelligence&Planning , 24, 127-147.
Arasli, H., Katircioglu, S., & Samadi, S. (2005). A Comparison of service quality in the banking industry,some evidence from Tuskish- and Greek- speaking areas in Cyprus. International Journal of Bank Marketing , 23, 508-526.
Avkiran, N. (1994). Developing an instrument to measure custome service quality in branch banking. International Journal of Bank Marketing , 12.
Avkiran, N. (1994). Developing an instrument to measure customer service quality in branch banking. International Journal of Bank Marketing , 12, 10-18.
Avkiran, N. (1994). Developing an instrument to measure customer srevice quality in branch banking. International Journal of Bank Marketing , 12.
Bacon, L. D. (1997). Using amos for structural equation modeling in market research. SPSS White Paper.
Behara, R. S., Fisher, W. W., & Lemmink, J. G. (2002). Modelling and Evaluating Quality Measurement using Neural Networks. International Journal of Operations & Production management , 22, 1162-1185.
Berry, L., Wall, A., & Carbone, p. (2006). Service cluse and customer assessment of the service experience lessons from marketing. The Academy of Management perspectives , 20, 43-57.
Bloemer, J., de Ruyter, K., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi-demensional percpective. European Journal of Marketing , 33, 1082-1095.
Blount, Y., Castleman, T., & Swatman, P. (2005). Employee development strategies in the B2C banking enviroment: two australian case stadies. Melbourne: Deakin University.
Brady, M., Cornin, J., & Brand, R. (2002). Performance only measurement of service quality. Journal of Business Research , 55, 17-31.
Bruce Ho, C. T., & Lin, W.-C. (2010). Measuring the service quality of internet banking: scale development and validation. European Business Review , 22, 5-24.
Bruce Ho, C.-T., & Lin, W.-c. (2010). Measuring the service quality of internet banking: scale development and validation. European Business Review , 22, 5-24.
Buttle, F. (1996). SERVQUAL: review, ctirique, research agenda. European Journal of Marketing , 30, 8-32.
Collier, J., & Bienstock, C. (2006). Measuring service quality in e-retailing. Journal of Service Research , 8, 260-275.
Dabholkar, P. (1996). Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. International Journal of Research in Marketing , 13, 29-51.
Diamantopoulos, A., & Siguaw, J. (2000). Introducing LISREL. London: Sage Publications.
Eboli, L. (2007). Service qaulity attributes affecting Custome satisfaction for bus Transit. Journal of Public Ttranspotation , 10, 21-34.
Eboli, L., & Mazzulla, G. (2007, 21-34). Service Quality Attributes affecting Customer Satisfaction for Bus Transit. Public Transportation .
Fitzsimmons, J., & Fitzsimmons, M. (1997). Service Management: operations strategy and information technology. New York: Irwin and McGraw-Hill.
Ganguli, S., & Roy, S. K. (2010). Service quality dimensions of hybrid services. Managing Service Quality , 20, 404-424.
Ghazizadeh, M., Besheli, A. S., & Talebi, V. (2010). Assessing of bank customers retention and loyalty: A case study of state-owned Banks in Tehran. European Journal of Social Science , 17, 274-287.
Herington, C., & Weaven, S. (2009). E-retailing by banks: e-service quality and it's importance to customer satisfacton. (1231, Ed.) European Journal of Marketing , 43, 1220.
Ho, S.-H., & Ko, Y.-Y. (2008). Efffects of self-service technology on customer value and customer readiness:The case of interet banking. Intenet Research , 4, 427-446.
Hu, L., & Bentler, P. (1999). Cutoff citeria for fit indexes in covariance structure Analaysis coventional criteria versus new alternatioves. Structural Equation Modeling , 6, 1-55.
Jabnoun, N., & Al-Tamimi, H. (2003). Measuring perceived service quality at UAE commercial banks. International Journal of Commerce and Management , 13, 29-53.
Jamal, A., & Anastasiadou, K. (2007). Invetigating the effects of service quality dimensions and expertise on loyalty. European Journal of Marketing , 43, 398-420.
Kotler, P., & Armstrong, G. (1999). Principles of Marketing (8th ed.). New Jersey, USA: Pretice Hall Inc.
Kumar, M., Kee, F. T., & Charles, V. (2010). Comparative evaluation of critical factors in delivering service quality of bank. International Journal of Quality & reliability Management , 27, 351-377.
Lassar, W., Manolis, C., & Winsor, R. (2000). Serive quality perspectives and satisfaction in private banking. Journal of Service Marketing , 14, 183.
Lee, J., & Allaway, A. (2002). Effects of personal control on adoption of self-service technology innovations. Service Marketing , 16, 553-572.
Licata, J., Weber, J., & Reed, P. (1998). Satisfacton Surveys: staying on the right side of the tracking. Bank Marketing , 30, 26-31.
Lichtenstein, S., & Williamson, K. (2006). UNDERSTANDING CONSUMER ADOPTION OF INTERNET BANKING: UNDERSTANDING CONSUMER ADOPTION OF INTERNET BANKING: . Journal of Electronic Commerce Research , 50-66.
MacCallum, R., Browne, M., & Sugawara, H. (1996). Power Analysis and Determination od Sample soze for covariance Structure Modeling. Psychological Methods , 1, 130-149.
Miles, J., & Shevlin, M. (1998). Effects of sample size, model specification and factor loading on the GFI in confirmatory factor analysis. Personality and Individual Differences , 25, 85-90.
Mishkin, F. (2001). The economics of money, banking and financial markets (6th ed.).
Muslim, A., & Ziadi, I. (2008). An examination of the ralationship between service quality perception and customer satisfaction. International Journal of Islamice and Middle eastern Finance and Management , 1, 191-209.
Ndubisi, N. (2006). A structural euation modelling of the antecedents of relationship quality in the Malaysia banking sector. Journal of Financial Service Marketing , 11, 131-141.
Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing , 19, 126-139.
Othman, A., & Owen, L. (2002). Adopting & Measuring Customer Service Quality (sq) in Islamic Banks. Internationa Journal of Islamic Financial Service , 3.
Parasuraman, A. (2000). Technology readiness index (TRI) – a multiple-item scale to measure readiness to embrace new technologies. Journal of Service Research , 2, 307-320.
Parasuraman, A. (2000). Technology readiness index(TRL)- a multiple-item scale to measure readiness to embrace new technology. Journal of Service Research , 2, 307-320.
Parasuraman, A., Zeithaml, V., & Malhotra, A. (2005). E-S-Qual: a multiple item scale of assessing electronic service quality. Journal of Service Research , 7, 213-233.
Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Cunsomer acceptance of online banking: An extension of the technology acceptance model. International Research , 14, 224-235.
Poon, W.-C. (2008). User's adoption of e-banking services: The Malaysian persepective. Business & Industria Marketing , 23, 59-69.
Rafaeli, A., Ziklik, L., & Doucet, L. (2008). The impact of call center Employees' customer orientation behaviore on service quality. Journal of Service Research , 10, 239-255.
Rafaeli, A., Ziklik, L., & Doucet, L. (2008). The impact of call enter employee's customer orientation behaviors on service quality. Journal of Service Reseurch , 10, 239-255.
Rod, M., J.Ashill, N., Shao, J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction A New Zealand study. Marketing and Planning , 103-126.
Roland, S., & Freeman, I. (2010). A new measure of e-service quality in France. Internationa Journal of Retail & Disribution Management , 38, 497-517.
Sadiq Sohail, M., & Shaikh, N. M. (2008). Internet banking and quality of service. Online Information Review , 32, 58-72.
Schneider, B., & White, S. (2004). Service Quality: Research Perspective. UK.London: SAGE Publications Ltd.
Seth, N., & Deshmukh, S. (2005). Service quality models: a review. International Journal of Reliability Management , 22, 913-949.
Sharma, S., Mukherjee, S., Kumar, A., & W.R, D. (2005). A simulation study to investigate the use of cutoff values for assessing model fit in covariance structure models. Journal of Business Research , 58, 935-943.
Sheng, T., & Liu, C. (2010). An empirical Study on the effect of e-service quality on online customer satisfaction and loyalty. Nankai Businees Review International , 1, 273-283.
Smith, A. (1995). Measuring service quality: is SERQUAL now redundant? Journal of Marketing Management , 11, 257-276.
Sun, O., Wang, C., & Cao, H. (2009). Applying E-S-QUAL scale to nalysis the factors Affecting consimers to use internet banking service.
Trablod, L. M., Heim, G. R., & Field, J. M. (2006). Comparing E-service performance across industry sectors. Internationa Journal of Retail & Distribution Managment , 34 (4/5), 240-257.
Trabold, L., Theim, G., & Field, J. (2006). Comparing e-service performance across industry sectores: drivers od overall satisfaction in online retailing. Internatinal Journal of Retail & Distribution Management , 34.
Uma Sankar, M., Jyoti Ranjan, D., Pattnaik, S., & Ayasa Kanta, M. (2010). Service Quality Attributes Affecting Customer Satisfaction in Banking Sector of India. Economics, Finance and Administrative Sciences , 88-99.
Wah, C. k., & Ndubisi, N. O. (2005). Factorial and discriminat analyses of the under pinnings of relationship marketing and customer satisfaction. Internatinal Journal off Bank Marketing , 23, 542-557.
Wan, W., Luk, C., & Chow, C. (2003). Customer's adoption of banking channels in Hong Kong. International Journal of Bank Marketing , 23, 255-272.
wang, Y., Lo, H., & Hui, Y. (2003). The antecedents of service qualiry and product quality and their influences on bank reputation: evidence from banking industy in China. Managing Service Quality , 13.
Wang, Y., Lo, H., & Hui, Y. (2003). The Antecedents of Service Quality and Product Quality and their Influences on Bank Reputation: Evidence from Banking Industry in China. Managing Service Quality , 13, 72-83.
Wang, Y., Wang, Y., & Lin, H. (2003). Determinate of user acceptance of intenet banking: an emprical study. International Journal of Service Industry Management , 14, 501-519.
Wong, A., & Sohal, A. (2003). Service quality and customer loyalty perspectives on two levels of retail relationships. Journal of Service Marketing , 17, 495-513.
Wong, D. H., Rexha, N., & Phau, I. (2008). Re-examininh traditional service quality in an e-banking era. International Journal of Bank Marketing , 26, 526-545.
Yang, Z., & Xiang, F. (2004). Online service quality dimensions and their relationships with satisfaction. International Journal of Service Industry Management , 15, 302-326.
Yang, Z., & Xiang, F. (2004). Online service quality dimensions and their relationships with satisfaction. International Journal of Service Industry Management , 15, 302-326.
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality. International Journal of Operations & Production Managment , 24, 1149-1174.
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality. International Journal of operation & production Management , 24, 1149-1174.
Yap, K. B., Wong, D. H., Loh, C., & Bak, R. (2010). Offline and online banking where to draw the line when building trust in e-banking? International Journal of Bank Marketing , 28, 27-46.
Zeithaml, V. (2002). Service excellence in electronic channels. Managing Service Quality , 12, 135-138.
Zhilin, Y., & Xiang, F. (2004). Online service quality dimensions and their relationships with satisfaction. International Journal of Service Industry Management , 15, 302-326.
Zhu, F., Wymer Jr, W., & Chen, I. (2002). IT-based services and service quality in consumer banking. International Journal of Service Industry Management , 69-90.
بامداد, ن., & رفیعی مهرآبادی, ن. (1387). بررسی رضایت مشتریان از کیفیت خدمات خوردپرداز بانک ها. پژوهشنامه علوم انسانی و اجتماعی مدیریت , 31, 39-58.
بانک مرکزی, ا. (1388). خلاصه تحولات اقتصادی 1388. تهران: اتشارات بانک مرکزی جمهوری اسلامی ایران.
حسینی, م. ح., احمدی نژاد, م., & قادری, س. (1389). بررسی و سنجش کیفیت خدمات و ارتباط آن با رضایتمندی مشتری. بررسی های بازرگانی .
کاظمی, م., & مهاجر, ش. (1388). رتبه بندی عوامل موثر بر رضایت مشتری از کیفیت خدمات در شعب بانک اقتصاد نوین مشهد. فصلنامه مدیریت صنعتی دانشکده علوم انسانی , 10, 92-104.