15 Bibliography
15 Bibliography
SELECTE:D BIBLIOGRAPHY
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3Athul Bhatt, Bank Marketing Market Research and lndian Banks, Prajnan Vol. XX. JanMarch 1991. ovations Light of Liberalisation, Prajnan, Vol. XX, 1991.
ner service in commerscial Banks", Indian Journal of Rural savings -Banking No.5, Jan 1990 4Avadhani V.H, Motwani and Angadi V.B., Mobillsation of Marketing, VolXX
Experience, RB.1. C)ccasional Papers ,Vol. 8, 1987.
5Babu Joseph, Evaluation of the working of Lead Banks in Kerala, Doctoral Thesis, University n Banks", 64'h Report of the Estimates Committee, 1987-88. of Kerala, 1990 (unpublished).
for a new paradigm, Challenges to Indian Banking, Mac Millian India Ltd, 1996. 6Benjamin Christ0pher.S. and Maruthu Pandian . 1'. Customer Satisfaction in Public Sector Banks., lndian Indian banking. Arhat Publishers, Jaipur 199 1. es and Strategies "Banking by AD 2000; (Ed) Vinayakam N. Kanishka Publishers, New Delhi 1995. ing Financial Services. Butter worth, Heineman 1.td. Oxford. 1995.
Genesis of Strategic Marketing Control in British Retail Banking, Research Papers in B 7Bhatia B.S., Rajeev Kansal and Bedi M.S., Marketing Approach for Improving Effectiveness
in I3ank Services, Marketing of services, Rawat Publications, Jaipur, 1994.
16. Collin Melever & Geoffrey Naylor, Marketing Financial Sewices, The Institute of Bankers, U.K. 1980.
17. Cowell D.W, Marketing of Financial Services, Vo1.6. No.3, MCB Publications, England 1980.
18. David. W. cravens, Strategic Marketing, Richard. D. Irwin, INC, Illinois, 1987.
19. Deryk Weyner, Quoted by Neylor and Mc Iver, Marketing Financial services by Banks.
20. Donnelly Jr, James H and others, Marketing Financial Services; A Strategic vision, Home wood, Illinois, 1985. 21. Douglous V Austin, Practical Plaming~Suggestions for Community Banks, The Bankers Magazine, July -August 1990
22. Edwin B. Cox, " The Competition in Retail Banking " The Bankers Magazine. Vol. 162 No.A 1979.
23. Eileen. M. Friars, Robert N. Gogel, Financial Services Hand Book., John Wiley & Sons, Newyork 1987
24. Eric R. Reidenbach, Robert E. Pitts, Bank Marketing -A guide to strategic planning, Reston Book, Prentice -Hall, New Jersy. 1986.
25. Ganti Suhramanian, Can re-intermediation stay far behind dis -intermediation, Journal of Indian Institute of Bankers, Vo1.64., N0.2 April -June 1993.
26. Gary. H. Raddon, Quality service, a low cost profit strategy, Bank Marketing, September 1987.
27. Go~poria M.N., Report of the study Groups on customer service, Reserve Bank of India,
Bombay, 1990.
28. Gosh Roy . D, Managing Customer Expectations: Need for a paradign shift, Vinimaya Vol. XX No:I ,1999.
29. Ha~shadSha, A marketing planing guide, Bank Marketing. Vo1.8. No.4, 1976.
30. Jenme Mc Carthy. E, Basic Marketing, A managerial approach, Richard D lnv~nINC., Home wood, Illinois, 1964. 31. Jha S.M., Service Marketing, I-limalaya Publishing House, Bdrnbay, 1997.
32. Joel R. Evans and Bany Berman, Marketing, Macmillian Publishing Company, New York, 1990.
33. John. M. Rathmell, Marketing in the Service Sector, Cambridge, MA, Wi~~throp
1977.
35 Joscph E. Potocki , Developing Effective Marketing Promotions, The Bar, kers Magazines, May -June 1987. 36. KalyanSwarup, Customer Orientation, the key to Judge Organisational Effectiveness, Vinimaya Vol.XVII, No3, Oct-Dec. 1996.
37. Kan math K.M., Marketing of Banking Services with Special Reference to Brar ches in Bombay city of Syndicate Bank, Post graduate dioloma Thesis, Natl,,nal Institute of Bank Management, Pune, 1979 ( unpublished )
38. Kusliro A.M. ,A Review of the Agricultural Credit Systems in India, Reserve Bank of India, Bombay, 1989.
39. Large Jack, What Business are the Bankers In, The Banker, Vol. 130,1980.
40. Laurent C.R, " lmage and Segmentation in Bank Marketing. The Bankers Magazine Vol 162, No. 5, 1979.
41. Leonard. L. Barry, William. J. Kehome and John. H Lindgrcn .lr., How Bank Marketers view their job, " Bankers Magazine vol. 163, No.6. Nov.-Dec. 1980.
42. Malyadri. P., Commercial Banks in the customer service -A ctudy, Banking finance, June 1988.
43. Mangal S.K. -"Better Cuslomer Service A tool to improve Commercial Viability of Banks", Indian Banking , Vol. I1 (Ed) C.R.Kothari, Arihant Publishers, Jaipur, 1991.
44. Michael R. Bowers and Everett . S. Wallace, " New Directions on Product Development",
45. Mike Wright and Bany Howcroft, "Bank Marketing" ,Mark ~ting financial Services, Butter worth -Heinemann Ltd. Oxford. 1995.
46. Nag A.K. and Shiva swamy. K., Foreign Banks in India, Recent Performance,
48. Na ini J., Impact of Mutual Fund Schemes on the Deposit Mobilisation of Colnmercial Banks in Kerala ,Doctoral Thesis -University of Kerala -1996 ( Unpublished) 49. NarasimhamM, Report of the Committee on the Financial System. Reserve Bank of India, Bombay 199 1 50. Padwal S.M, Role of InfomationTechnology in Capital Market and Financial senices ,Vinimaya -Vol. XVIII No.3. 1996. 51. Peter. F, Drucker, Management Tasks, Responsibilities and Practices, Harper and Row Publishers, New York, 1973 . 52. Philip Kotler, Principles of Marketing, Prentice -Hall of India, New Delhi, 1985. 53. Purushothaman Nair C.N., Survey report on the implementation of customer service measures in public sector banks in Kerala, [kpartment of commere, University of Kerala, Thiruvananthapuram, 1991. 54. Raja;opala Nair ,Rural Bank Marketing in Kerala, Doctoral Thesis, Univesity of K zrala 1994. (Unpublished)
55. Ramamoorthy K.R., Profitability and Productivity in Indaian Banking IBA Bullettin, Nov.1997. 56. Rangarajan C., Report of the Committee on computerisation in Ranks, Res-rve Bank of India, Bomb;iy 1989 Chapter 3. 57. Report of the All India Rural Credit Review Committee, Government of India. 1969. 58. Report of the Productivity, Efficiency and Profitability C'ommittee on Banking, Reserve Bank of India, Bombay, 1977.
59. Report of the Committee on the Functioning of Public sector Banks, Reserve Bank of India, Bombay, 1978.
60. Sandra. G. Carcione , " ABA consumer study holds a m~xed bag for Marketers" ,Bank
Marketing, Vol. 16, No: 8, July 1985. 61. Saratya R.G., Report of the Banking Commission ,Govt. of India 1972 62. Sath~shN., A study on customer service in Public sector Balks, M. Phil Ther is, University of Kerala, 1992.(Unpublished) 63. Saxeria K.K, Bank Marketing; Concepts and Applications, Skylark Publi:ations, New Delhi, 1988. 64. Sen Gupta AK, Rajashree II.N., Compulsions to diversif? Activities for proljts, Paper presented on Bank Economist's Conference 1991, Mac Millan Publishers, New Delhi 1991. 65. Shetty. J. V. Report of the committee on consortium Lending Reserve Bank of India, Bombay, 1993. 66. Skinner S.J, Marketing, Hougllton Mifin Company, Boston, 1990, p. 19 Singh J.D., " Bank Advertising in India 1971 -80, Prajnan, Vol XII, No.4, 1983. 67. Srivastava A.K., Customer Service in banks, Need for Marketing Approach , Ma1 keting of Services, Edited by Bidhi Chand, Rawat Publications,Jaipur. 1994. 68. Subrata Sarkar, Marketing of Bank services to Corporate Customers, Post Graduate Diploma Thesis, National Instilute of Bank Management, Pune, 1980 ( Unpublished ). 69. Talwar R.K., Working Group on customer service in Banks, Reserve Bank of India, Bombay., 1977.
70 Tans y. W.J., What Marketing Offers Banks, The Banker, Vol. 135 June 1985.
M:~rketing, Mac Graw Hill, New york 1987. William F. Schoell, Marketing- Contempora