1.Deng, Z., Lu, Y, Wei, K. K., Zhang, J. 2009. “Understanding customer satisfaction and loyalty: An empirical study of mobile instant messages in China”, Inte. J. Inf. Manag., 30: 289–300.

2.Kotler, P. and Keller, K. 2006. Prentice-Hall, edition, Mark. Manag., 12: 1-718.

3.Lim, H. 2010. Understanding American customer perceptions on Japanese food and services in the U.S. UNLV Thesis/ Dissertations/Professional Papers/ Capstones, pp. 1-45.

4.Mohsan, F., Nawaz, M.M., Khan, M.S., Shallkat, Z. and Aslam, N. 2011. Impact of customer satisfaction on customer loyalty and intentions to switch: Evidence from banking sector of Pakistan. Int. J. Bus. Soc. Sci., 2(1): 16.

5.Rajasekaran, B. and Saravanan, P.A. 2014. Consumer Satisfaction on Fast Moving Consumer Goods. Glob. J. Res. Anal., 2(8): 38-41.

6.Ranaweera, C. and Prabhu, J. 2003. The influence of satisfaction, trust and switching barriers customer retention in a continuous purchasing setting. Int. J. Serv. Ind. Manag., 14(1): 37-95.

7.Schiffman, L.G. and Kanuk, L.L. 2004. Consumer Behaviour. J. Bus. Manag. Sci., 4(4): 76-81.

8.Thorsten, H.T. and Alexander, K. 1997. The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development. Psychol. Mark., 14(8): 737–764.

9.Zairi, M. 2000. Managing customer dissatisfaction through effective complaint management systems. The TQM Magazine, 12(5): 331-335.

10.Zeithaml, V.A. and Bitner, M.J. 2003. Service Marketing: Integrating Customer Focus Across the Firm, New York: McGraw-Hill Higher Education