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MN6P00- Management Investigations and Dissertation | Project Proposal | FEB – 2020

MN6P00 – MANAGEMENT INVESTIGATIONS AND DISSERTATION
Research Proposal
Student Name : Submitted :

Student ID : Second Marker : Agreed mark :

First Marker :
Assessment Criteria A+ A A- B+ B C+ C D+ D E F N-S
95% 85 75% 67% 63% 57 53% 47% 43% 37% 23% 0%
% %
Description of topic and context

Critical review of literature

 Sources
 Synthesis
 Critical review
 Research questions
Formulation and explanation of research questions

Critical rationale for methodology

 Methods
 Data collection instruments
 Sample rationale
 Role of the researcher (bias)
 Validity
 Reliability
 Generalizability

Ethical considerations
Practicability, identification of constraints
Presentation appropriate to topup standards
 Overall Comments / Second markers comments
Comments First marker : Comments Second marker :

3
 BACHELOR OF BUSINESS ADMINISTRATION
London Metropolitan University
ESOFT Metro Campus

Module Name: Management Investigations and Dissertation

Module Code: MN6P00

Academic Year: 2021-22

Lecturer: Dr. Dilina
Herath

Assessment: Research Proposal on Factors

affecting on customer’s decision for requesting for bank loans
in Sri Lanka; with special reference to Colombo district

By
WACD Premathilake

REG.NO: 20047900

4
 TABLE OF CONTENTS

1. INTRODUCTION...................................................................................................................7
1.1 Background of the Study..................................................................................................7
1.2 Rationale of the Study......................................................................................................7
1.3 Background of the Industry............................................Error! Bookmark not defined.
1.4 Research Topic.................................................................................................................8
1.5 Location of the Research..................................................................................................8
1.6 Aims & Objectives……………………………………………………………………...9
2. LITERATURE REVIEW.........................................................................................................9
2.1 Introduction of the Literature Review…………………………………………………….9
2.1.1 Customer’s Demographic Factors...............................................................................10
2.1.2 Bank’s Service Quality..............................................Error! Bookmark not defined.1
2.1.3 Customer’s Satisfaction.............................................Error! Bookmark not defined.2
2.2 Research Questions..........................................................Error! Bookmark not defined.3
2.3 Conceptual Framework....................................................Error! Bookmark not defined.4
2.4 Hypothesis........................................................................Error! Bookmark not defined.4
3.RESEARCH METHODOLOGY..........................................Error! Bookmark not defined.5
3.1 Theoretical Stance and Research Methods............................................................................155
3.2 Sampling Framework.............................................................................................................166
3.3 Data Collection Method...................................................................................................177
3.4 Data Collection Instrument..............................................................................................177
3.5 Data Analysis Strategies …………………………………………………………………18
3.6 Reliability and validity of the Research………………………………………………….18
3.7 Generalizability…………………………………………………………………………..19
4. ETHICAL CONSIDERATIONS.........................................................................................199
5. CONSTRAINTS………………………………………………………………………….20
6. TIME SCALE.........................................................................Error! Bookmark not defined.1
7. REFERENCES.........................................................................Error! Bookmark not defined.
8. APPENDIX.............................................................................Error! Bookmark not defined.4
1. INTRODUCTION

1.1 Background of the Study

With the modern capitalist economy, the peoples are always encouraged to consume more
goods and services. In the context, as the peoples have different levels of income, their
consumption patterns may be differing (Vladimir Faria Dos Santos Wilson Da Cruz Vieira
Bricio Dos Santos Reis, 2009). However, as a usual strategy, the loans are taken by the
people in order to consume more goods and service which otherwise they could not have
consumed. Accordingly, the loans are given by the banks subjected to the customer’s need
after analyzing the customer’s capability to repay the loan too (Chong-En Bai,Jiangyong
Lu,Zhigang Tao, 2006). Even though, there are different factors of customers which inspire
their intention to request for bank loans (Ramayah, T. & Shahidan, Wan., 2012). Hence, the
identification of the relationship between those factors in relation to the requesting bank loans
will be examined by this study.

1.2 Rationale of the Study

There are many studies (A. Cowling and K. Newman, 1996) which focused on examining the
factors that are affecting on customer’s decision for requesting for bank loans in different
international contexts. However, in Sri Lankan context there is lack of literature which
provides empirical data pertaining to the above topic. Therefore, this study will bridge the
literature gap between international context and Sri Lankan context which is directly related
with the banking sector of Sri Lanka.

1.3 Background of the Industry

Banks and banking were also foreign to Sri Lankan culture when it was known as Ceylon
under the rule of the Sinhalese Kings and even the Portuguese (1505-1656) and Dutch (1656-
1796). Banking was only introduced to Sri Lanka during the British colony (1802-1948), with
most branches of foreign banks being established. The CBSL emerged founded in 1949
through MLA No.58 of 1949, marking a turning point in Sri Lanka's economics. Currently,
commercial banks are regulated by the Central Bank.

6
Banks, that are classified as part of service sector in Sri Lanka, play a crucial role in the
country's economy, accounting for roughly 60% of GDP and recruiting roughly 40% of the
working population. Around 55 percent of financial sector reserves are owned by banks, with
the rest held by insurance and real estate firms. In contrast towards the stiff competition, new
laws have been implemented both locally and globally, forcing banks to comply with them.
The BASLE II is one similar global regulation, with Sri Lanka Accounting Standards No. 44
mostly on information contained in financial instruments and No. 45 on the identification and
calculation of financial products, that will go into effect in January 2011 and impose further
strict regulatory regulations. Sri Lanka faced problems as a result of the recent global
financial and economic crisis, including decreased demand for loans, decreased exports,
decreased foreign exchange earnings, and so on, as Sri Lankan businesses were partially
impacted by the recession.

Despite the adverse consequences of prevailing COVID-19 pandemic outbreak, the banking
industry of Sri Lanka has to perform at their best to maintain the economic activities within
the country. However, with the COVID-19 credit facilities were given to the people by
reducing the interest rates under the supervision of CBSL. As a result it is expected to
increase the lending by financial institutions to the people (Samsudeen, Selvaratnam and
Mohamed, 2020).

1.4 Research Topic

“Factors affecting on customer’s decision for requesting for bank loans in Sri Lanka; with
special reference to Colombo district”.

1.5 Location of the Research

As the research is about the factors that are affecting on customer’s decision for requesting
for bank loan in Sri Lankan context, the population will be the Sri Lankan citizens. Yet the
sample will be selected around the western province. Hence the location of the research study
will be the Colombo District where population density is also higher.

7
1.6 Aims and Objectives

Main Aim: To identify the factors affecting on Customer’s decision for requesting for
Bank loans in Sri Lanka with special reference to Colombo District and to make
appropriate recommendations to the industry.

Objectives: Research objectives have been developed as follows.

1. To determine the relationship between the customers’ demographic factors and the
customer’s decision for requesting bank loan in Colombo District.
2. To determine the relationship between the bank’s service quality and the customer’s
decision for requesting bank loan in Colombo District.
3. To determine the relationship between the customer’s satisfaction and the customer’s
decision for requesting bank loan in Colombo District.

2. LITERATURE REVIEW
2.1 Introduction of Literature Review

In the context of banking sector, the loans have been considered as a major way of generating
the necessary income to the bank through the interest which will be paid by the customers
who obtained the loans (Claudia M. Buch Esteban Prieto, 2014). Particularly, the
organizations as well as individuals are interested on taking loans as the economic system
always provide lot of alternatives to be consumed by the people in the society (Minna
Autio,Eva Heiskanen,Visa Heinonen, 2009). Intention of obtaining a loan may not be always
inspired with the consumption desire, instead it could be used to take medical treatments in
an emergency, used for educational purposes or personal expenses like weddings. Moreover,
there are housing loans, loans obtained for purchasing lands, vehicles or any other capital
acquisition (Minna Autio,Eva Heiskanen,Visa Heinonen, 2009). However, in each of these
loan schemes, the customer has a certain desire which has inspired him or her throughout
process to make the decision for obtain the bank loan.

Moreover, the number of financial institutions which can give bank loans are getting
increased day by day where each of the financial institution need to compete with others by
differentiating themselves. As identified by (Christos Frangos,Konstantinos C

8
Fragkos,Ioannis Sotiropoulos,Giannis Manolopoulos, 2012), the target market segment of the
financial institutions has been changed frequently because of the competition. Even the
university students have been given opportunities to give loans and credit facilities like credit
cards after considering their future profitability. All these scenarios would lead to a specific
question; why an individual select a particular bank to obtain a loan facility given the set of
alternative banks are available? In this context, the banks need to identify the factors which
attract the customers towards their bank and they need to develop on those areas. Especially
marketing campaigns which are focused on targeting customers can be done accordingly
(Christos Frangos,Konstantinos C Fragkos,Ioannis Sotiropoulos,Giannis Manolopoulos,
2012) Also the strategies can be developed for attracting new customers and retaining the
existing customers once the factors are identified.

As identified by the scholars (Ali, Muhammad and Raza, Syed Ali , 2015), there are several
factors that could impact the decision of requesting loan by a consumer. Since, this particular
study is focused factors that are affecting on customer’s decision for requesting for bank
loans in Sri Lankan context, literature pertaining to the factors that are affecting on
customer’s decision for requesting for bank loan is emphasized though this segment.
.
2.1.1 Customer’s Demographic Factors

Demographic factors are considered as the unique identities which can be used to
differentiate the individuals from each other. The demographic factors which have been used
by the scholars in different research studies can be identified. Some of the examples for the
demographic factors are age, sex, income level, marital status, employment, location,
homeownership and level of education (Constantine Lymperopoulos,Ioannis E.
Chaniotakis,Magdalini Soureli, July 2006). Depending on each of these factors, the need for a
loan and the capability of the person to repay the loan are vary. Hence, different demographic
factors may lead to request for a bank loan while some demographic factors are not inspiring
customers for obtain the loans. Depending on the age, there is a tendency among the persons
who are 30-50 years of age to obtain loans. Moreover, the males are tending to obtain loans
than the females do. Even the income level is a significant factor which is being considered
even by the banks when lending loans (Christos Frangos,Konstantinos C Fragkos,Ioannis
Sotiropoulos,Giannis Manolopoulos, 2012) Hence, the income level will determine the

9
amount of the loan that can be obtained by an individual while the lower and medium income
level people are tend to obtain loans from the banks compared to others. Even the marital
status is a determinant of the decision of obtaining a loan where starting from the wedding,
people tend to obtain the loans. Even after the marriage, the people tend to obtain loans for
purchasing lands, vehicles, and houses because they have to develop themselves as a family.
Level of education is also inspiring an individual to obtain loans. As the education might be
costly where individual may request loans for the higher education purpose. Also after getting
a proper education, they may enter in to a certain job or they may start a business. Either way,
they are educated and they may request loans as they know about the financial facilities they
can obtain (Christos Frangos,Konstantinos C Fragkos,Ioannis Sotiropoulos,Giannis
Manolopoulos, 2012).

2.1.2 Bank’s Service Quality

Service quality of the bank has been identified as a vital factor which determines the bank to
obtain the loan. Several service quality studies have been conducted by the scholars and
service quality has been measured using different measuring scales like four-factor item
scale, seventeen item scale in the context of Australian commercial bank (Avkiran, 1994)
According to the study of (N.Maswadeh, 2015) examined the service quality in Indian
commercial banks, were measure using the using four-dimensional measures.

The establishment of productive consumer relationships, especially in service industries, is

progressively recognized as an essential element of business models (David Bejou,Christine
Ennew,Adrian Palmer, July 1998). In certain instances, a service supplier's performance is
determined by the consistency of its customer relationships (D. Calvo & J. M. Molina, 2003).
In the financial services industry, high quality customer relationships are also important, as
the financial services sector is characterized by increasing competition (Avkiran, 1994) a
relatively mature market for retail banking, little growth in primary demand (David J.
Murphy Michael E. Heberling, 1996), narrow lending spreads and focused niche players
(Hislop, 2003). At the same time, financial services tend not to be one-off purchases, but they
are required on a recurring basis, generating the need for financial service suppliers to
establish relationships with their prospects and at the same time maintain and develop long-
term relationships with existing customers (Trenton Milner ,Daniela Rosenstreich, 2013).

10
Following this, (Emin Babakus, Sevgin Eroglu, Ugur Yavas, 2004) refers to the dependability
and size of institution, location, convenience and ease of transactions, professionalism of
bank personnel and availability of loans, as some of the common bank choice criteria.
(Khazeh, K. and Decker, W.H., 1992) investigated the consumers’ decision-making criteria
in the USA, considering also the degree of dissimilarity among banks with respect to these
criteria and found that service-charge policy, reputation, competitiveness of loan rates, time
required for loan approval and friendliness of tellers, are the most important factors in
explaining how customers choose banks. On the contrary, availability of financial advice was
among the lowest raking determinant attributes According to the study of (N.
Kamakodi,Basheer Ahmed Khan, 2008), in India the new private sector commercial banks
have adopted the new technologies compared to their government commercial banks. As a
result, the customers have been more attracted by the private sector banks because the
customers need to get done the services quickly and easily than never before. As suggested
by that study further, the clients of the private sector banks were influenced by the factors
such as Safety of Funds, secured ATMs, ATMs availability, reputation, personal attention,
pleasing manners, confidentiality and closeness to work, timely service and friendly staff
willing to work. These are related with the service quality aspect of the banks which are
capable enough to influence the customer’s decision for requesting a bank loan from the
bank. Moreover, in a context where the customer already has a need of a bank loan, the low
service quality and failures of a bank may lose such a customer merely on their failure to
deliver higher service quality.

2.1.3 Customer’s Satisfaction

Customer need to be highly satisfied with the bank in order to select a particular bank for
obtain a loan from it. In the context, several studies have been conducted with the aim of
identifying the impact of customer satisfaction on selecting the bank to obtain the loan.
(Mylonakis, 2008) Conducted a study using Greece customers of a particular bank and
identified that the urban consumers were seeking good service in safe, fast and
technologically driven environments. Customer satisfaction is also determined by the factors
like location convenience, attention to customers, personalized service, no queues etc.
Technology is considered as one of the most crucial aspect which determines the customer

11
satisfaction as it delivers the services with more speed. Also the service of the bank staff is
also considered as a factor which determines the customer satisfaction.

As identified by the (David Bejou,Christine Ennew,Adrian Palmer, July 1998) ethical

behavior of business activities, trust and the knowledge of the staff members who interact
with the customers would increase the customer satisfaction in the industry of the financial
services. Moreover, the customer satisfaction has been studied as a determinant of customer
loyalty in the long run whereas the relationship between the bank image, service quality and
the customer satisfaction were considered as vital factors (Josée Bloemer,ko de ruyter,Pascal
Peeters, 1998). Even the reliability of the business relationship and the market position of the
bank have been identified as the drivers of the bank loyalty of customers (Josée Bloemer,ko
de ruyter,Pascal Peeters, 1998).

As argued by the (Anayo D. Nkamnebe Steve Ukenna Carol Anionwu Victoria Chibuike,
2014), customer is satisfied when the bank services are efficient, bank has a good reputation,
customers are charged less amount of bank charges, bank is located in a convenient place to
the customer and customer is paid a higher interest rate for the deposits while charging a less
interest on the advances. Dixon and Coyle (1999) identified the importance of using new
technology in USA banks where the speed is mostly preferred by the customers. Also the
study further suggested about the technology based services like ATM’s & CDM’s need to be
facilitated with the effective training of staff in order to handle the scenarios as unfolds. As
the young generation is enriched with the technological developments, they can be easily
satisfied by the banks by adopting technologies which would give them convenient access to
bank services as their wish without physically visiting the bank premises and without being
on long queues (Cleopas Chigamba,Olawale Fatoki, 2011).

2.2 Research Questions

Following research questions have been developed in order investigate whether;

1. Is there a significant relationship between the customer’s demographic factors and the
customer’ decision for requesting bank loan in Colombo District?
2. Is there a significant relationship between the bank’s service quality and the
customer’s decision for requesting bank loan in Colombo District?
3. Is there a significant relationship between the customer’s satisfaction and the

12
 customer’s decision for requesting bank loan in Colombo District?

2.3 Conceptual Framework

Financial Literacy

Customer’s
Demographic
factors
Customer’s
Decision for
Service Quality
Requesting a
Bank Loan

Customer’s
Satisfaction

Dependent Variable

Independent Variables

Figure 2.3: Conceptual Framework

Source: Author constructed

2.4 Hypotheses
Following hypotheses have been developed in order to examine the research questions of this
study.

H1. There is a positive relationship between demographic factors and the customer’s decision
for requesting a bank loan.

H2. There is a positive relationship between service quality and the customer’s decision for

13
 requesting a bank loan.

H3. There is a positive relationship between customer’s satisfaction and the customer’s
decision for requesting a bank loan.

3. RESEARCH METHODOLOGY
3.1 Theoretical Stance and Research Methods

Positivism Research Philosophy

Figure 3.1: Research Onion
So urce: Author developed
Research Approach Deductive

Survey
Research Strategy

Choices

Time Horizon

Techniques and
procedures

re

Since the researcher has already chosen survey as the strategy, a survey questionnaire can be
very helpful in collecting data and can be sent to a large number of respondents, while
interviews and observations are not the appropriate method for collecting data for this
particular research because they do not relate well with the subject. Since the author uses a

14
quantitative approach, mono method was chosen, while mixed method was not chosen
because the author does not use a qualitative method. Cross-Sectional was chosen for the
time horizon because the data would be collected only once or twice from same participant
base, possibly over even a period of a few days, weeks, or periods in needed to respond the
survey form ( (Mark NK Saunders,Philip Lewis,Alex Bristow, 2019) while observational was
not chosen although this study is not about utilizing multiple participant bases or collecting
data from multiple time frames.

3.2 Sampling Framework

Since this is a mono-method study, data will be collected only from citizens in the Colombo
district through a standardized questionnaire. The study's residents will be inhabitants of Sri
Lanka's Colombo district, which has a population of 613,000 people in 2020. (LLC, 2021)
The sample size for the above-mentioned population, according to the Morgan table
( (Krejcie, R.V., & Morgan, D.W, 1970), is 119. The research sample (n) consisted of 119
customers, representing 1.94% of the total population. As per the Morgan table take 9% as
the margin error in the 95% confidence level when the population proportion is 50% took the
sample of 119 out of total 613,000 populations. A non-random self-selecting sampling
method will be used to select this sample. According to (Anon., 2012), in non-random self-
selecting sampling, the researcher selects people who are able and willing to volunteer
information. The sample of the study is consisted of 119 citizens who are living in different
areas around the western province of Sri Lanka as the study is done with special reference to
BOC, peoples' bank, HNB, Sampath and commercial bank in Colombo district. After
selecting the appropriate respondents, questionnaires will be used to collect the primary data
in order to examine the research questions by testing hypotheses.

15
 Figure 3.2: Morgan Table

3.3 Data Collection Method

The aim of this study is to examine the factors affecting on customer’s decision for
requesting bank loans in Colombo District. According, the relationship between two variables
are identified by using quantitative research approach. It includes is a structure way of
collecting and analyzing data obtained from different sources. On the other hand, quantitative
research is generally more explorative type of research (Sukamolson, 2007). In this study
evaluation purpose mainly done by the primary data. It means that original data which
collected specially for the purpose in mind. Hence, this study will be conducted by the
researcher as a quantitative research.

3.4 Data Collection Instrument

A list of variables has been created as a result of the questionnaire and the literature review. It
was possible to determine the principles applicable to the variables of this analysis by looking
at theoretical definitions and related empirical findings on the underlying topic. This is
because determining the existence of the variables and the form of data needed is crucial to
conducting the research. It was also discovered that frameworks, which are building blocks,
endorse and create the definitions of each variable. The theoretical description of each
construct is followed by an operational definition in the form of questions in order to make
the constructs measurable

16
3.5 Data Analysis Strategies

Data analysis is applying statistical techniques to describe the evaluation & illustration of
data. When data is collecting continuously and analyzing, analysis becomes an ongoing
iterative process while data analysis in quantitative research can include statistical
procedures. (Bryman and Cramer, 2005). In this study, the collected data will be analyzed by
using Statistical Package for the Social Science (SPSS) and using statistical methods of
correlation and regression.

3.6 Reliability and Validity of the Research

In order to enrich the analysis with truth, the variables are taken into account with sufficient
steps. To ensure a high degree of reliability, a previously accepted questionnaire by previous
scholars will be used to gather data. It is assumed that adhering to these methods, as well as
providing an impartial survey that represents a sufficient amount of the population, would
minimize the management error of this form of quantitative analysis. A test of internal
consistency is required to assess the validity and reliability of the build of the study's
variables. Cronbach's alpha, which provides a score between zero and one, is used to assess
internal accuracy.

The researchers administered a range of initial questionnaires to 5 customers (randomly

selected) from the survey population to determine the very first truth of the research, defined
as the exploratory study (Pilot Test), in order to reveal its potential to achieve the goals and
objectives, as well as to ensure the clarity and soundness of the paragraph terminology and
the probability of measurement.  The study carried out the following experiments to ensure
that the testing instrument (the survey) was accurate, that the calculation material was valid,
and that the findings would be the same if the analysis was repeated for the same group of
consumers.

1. Authentic honesty: This is referred to as the arbitral proceedings' facts, and it is used to
validate the veracity of the analysis instrument submitted to the supervisor by the researcher.
In fact, the questionnaire was presented, supplemented by pilot checks to confirm the
measurement object's validity. A host of scholars and experts in the field of finance, as well
as experts in research and scientific research, were also surveyed. Following the completion
of the pilot survey, the study made some changes and corrections to the questions proposed
by the participants in order to increase the participants' comprehension of all queries.
17
2. Reliability test: To measure the stability of the study tool (questionnaire), the researcher
used the (Alpha Cronbach) coefficient to ascertain the stability of the study instrument. The
equation was applied to the whole society to measure the structural honesty.

3.7 Generalizability

When the research findings are extracted, the receive compensation would be true, reliable,
and the analyzed data will be useful for all banking customers in Sri Lanka to facilitate
knowledge about loans by recognizing that will have an impact on their loan facilities when
the same research questions and part of the testing are used. Furthermore, since the
population is high, a valid sample for data collection has been drawn. As a result of these
points, this study is generalizable.

4. ETHICAL CONSIDERATIONS

The researcher should be concerned with the safety of the respondents. Otherwise, it could be
detrimental to the other person. Participants would be thoroughly briefed about the study
priorities prior to data collection. When doing analysis, it is critical to be honest. For analysis,
both the investigator and the data should be accurate. Their answers will only be used for
academic purposes, according to the research study. The aim is to persuade participants that
the participate in the study is voluntary participation, and that they might decline during any
point and time.

Ethical consideration takes a paramount important. Researchers should be stick with an

ethical standard when conducting the research study. It is requiring to get the consent of
respondents by exposing the researcher’s intentions prior to collecting the data. More
importantly, the confidentiality of the respondents must be ensured where in any point of
time participants have a right to request not to disclose their personal ideas and identity with
informed participation, anonymity and conflict of interest. All the data must be secured once
those have been collected, without publishing those things in online platforms. Finally, the
original works of the authors must be acknowledged without committing plagiarism.

18
5. CONSTRAINTS

While conducting the research, the researcher has to face some unique constraints. Using of
primary data with the prevailing COVID-19 context could be difficult with the health and
safety measure that have been imposed by the health authorities. However, virtual platforms
will be utilized to collect data in order to overcome the issue by adhering to the health and
safety measures.

The limitation in the questionnaire is another factor that must be considered. As the
researcher has limited experience on administering questionnaires, it may lead to a reduction
in the quality of the data generation. However, researcher is intended on use structured
questionnaires, which has a significant level of validity and reliability in order to mitigate this
risk. Time is also another constraint that the researcher must be completed the study in a
limited amount of time while managing other academic and non-academic commitments with
the research commitments. Even though complying with the planned time frame will help to
manage time constraint, but there may be unforeseen circumstances with the prevailing
COVID-19 pandemic.

19
 6. TIME SCALE
Time Scale
April May June July August September October
Activity
1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4 1 2 3 4
1 Identify
Research
Topic
2 Formulate
research
objectives,
questions,
strategy,
design &
method
3 Write
Research
proposal
4 Submission
of the
Research
proposal
5 Development
the
questionnaire
6 Data
Collection
7 Preparation
of Chapter 1
8 Preparation
of Chapter 2
9 Preparation
of Chapter 3
1 Data
0 Analysis
1 Preparation
1 of Chapter 4
1 Preparation
2 of Chapter 5
1
3 Edit report
1 Submission
4 of the Final
Research
proposal
6.1 Gantt Chart
Table 1 : Gantt Chart
Source : Author developed

20
7. REFERENCES

A. Cowling and K. Newman, 1996. Service Quality in Retail Bankng: The Experience of
Two British Clearing Banks. International Journal of Bank Marketing, Vol. 14(No. 6), pp.
pp. 3-11.

Ali, Muhammad and Raza, Syed Ali , 2015. Measurement of Service Quality Perception and
Customer Satisfaction in Islamic Banks of Pakistan: Evidence from Modified SERVQUAL
Model.
Anayo D. Nkamnebe Steve Ukenna Carol Anionwu Victoria Chibuike, 2014. Determinants
of bank selection by university undergrads in south east Nigeria: empirical evidence. African
Journal of Economic and Management Studies, Vol. 5 (Iss 3), pp. pp. 369 - 382.
Anon., 2012. Laerd Dissertation. Purposive Sampling.
Avkiran, N. K., 1994. Developing an Instrument to Measure Customer Service Quality in
Branch Banking. International Journal of Bank Marketing, Volume 12(6), pp. 10-18.
Bryman, A., & Cramer, D., 2005. Quantitative Data Analysis with SPSS 12 and 13.
Routledge: London..
Chong-En Bai,Jiangyong Lu,Zhigang Tao, 2006. Property Rights Protection and Access to
Bank Loans: Evidence From Private Enterprises in China. Economics of Transition , Volume
14(4).
Christos Frangos,Konstantinos C Fragkos,Ioannis Sotiropoulos,Giannis Manolopoulos, 2012.
Factors Affecting Customers' Decision for Taking out Bank Loans: A Case of Greek
Customers. Journal of Marketing Research and Case Studies.
Claudia M. Buch Esteban Prieto, 2014. Do Better Capitalized Banks Lend Less? Long‐Run
Panel Evidence from Germany. Money and International Finance, 17(01).
Cleopas Chigamba,Olawale Fatoki, 2011. Factors Influencing the Choice of Commercial
Banks by University Students in South Africa. International Journal of Business and
Management, Volume 6(6), pp. 1833-8119.
Constantine Lymperopoulos,Ioannis E. Chaniotakis,Magdalini Soureli, July 2006. The
importance of service quality in bank selection for mortgage loans. Journal of Service Theory
and Practice , Volume 16(4), pp. 365-379.
D. Calvo & J. M. Molina, 2003. Effects of a commercial neem (Azadirachta indica) extract
onStreblote panda larvae. p. 365–370.
David Bejou,Christine Ennew,Adrian Palmer, July 1998. Trust, Ethics and Relationship
Satisfaction. International Journal of Bank Marketing , Volume 16(4), pp. 170-175.
David J. Murphy Michael E. Heberling, 1996. A Framework for Purchasing and Integrated
Product Teams. International Journal of Purchasing and Materials Management, 32(02).

21
Emin Babakus, Sevgin Eroglu, Ugur Yavas, 2004. Modeling consumers' choice behavior: an
application in banking. Journal of Services Marketing, Vol. 18 (6), pp. 462-470.
Hislop, D., 2003. Linking Human Resource Management and Knowledge Management via
Commitment: A Review and Research Agenda. Employee Relations1, Volume 25(2), pp. 82-
203.
Josée Bloemer,ko de ruyter,Pascal Peeters, 1998. Investigating Drivers of Bank Loyalty: The
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8. APPENDIX

Appendix 01

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