برادران کاظمزاده،رضا؛ بشیری، مهدی (1384). تعیین پارامترهای بحرانی در افزایش رضایتمندی مشتریان: مطالعه موردی در فعالیت بانکی. دو ماهنامه علمی- پژوهشی شاهد، (شماره 11)، 71- 78.
دیواندری، علی؛ دلخواه، جلیل (1384). تدوین و طراحی مدل برای سنجش رضایتمندی مشتریان در صنعت بانکداری و اندازهگیری رضایتمندی مشتریان بانک ملت بر اساس آن. فصلنامه پژوهشنامه بازرگانی، (شماره 37)، 185-223.
صنایعی، علی؛ پور مصطفی خشکرودی، مهدی؛ قاضیفرد، امیر مهدی؛ نصیرزاده، محمد علی (1391). بررسی تأثیر کیفیت خدمات الکترونیک بر رضایتمندی و قصد خرید مجدد مشتریان (مطالعه موردی: شرکت پرداخت الکترونیک بانک ملت). چشمانداز مدیریت بازرگانی، (شماره 12)، 91-111.
هاشم زاده، حسینی (1388). بررسی عوامل مؤثر بر رضایتمندی مشتریان بانک صنعت و معدن. مدیریت بازرگانی، (شماره 2)، 63-82.
Athanassopoulos, A.D. (2000). Customer satisfaction cues to support market segmentation and explain switching behavior. Journal of Business Research 47 (3), 191–207.
Bhattacharya, C.B. (1998). When customers are members: Customer retention in paid membership contexts. Journal of the Academy of Marketing Science 26 (1), 31–44.
Boohene, R. & Agyapong, K. & Gonu, E. (2013). Factors Influencing the Retention of Customers of Ghana Commercial Bank within the Agona Swerdu Municipality. International Journal of Marketing Studies, 5 (4), 82-95.
Burez, J. & Van den Poel, D. (2009). Handling class imbalance in customer churn prediction. Expert system with application, 36, 4626-4636.
Chandar, M., Laha, A., & Krishna, P. (2006). Modeling churn behavior of bank customers using predictive data mining techniques. National conference on soft computing techniques for engineering applications (SCT- 2006).
Colgate, M. & Stewart, K. & Kinsella, R. (1996). Customer defection: A study of the student market in Ireland. International Journal of Bank Marketing 14 (3), 23–29.
Dawes, J. & Swailes, S. (1999). Retention sans frontiers: Issues for financial service retailers. International Journal of Bank Marketing 17 (1), 36–43.
Evans, M. (2002). Prevention is better than cure: Redoubling the focus on customer retention. Journal of Financial service Marketing, 7 (2), 186-198.
Evelyn, O. (2012). Assessing the Effect of Customer Retention: A Case Study of Stanbic Bank Kumasi. Retrieved from:
Farquhar, J. (2005). Retaining Customers in UK Financial Services: The Retailers' Tale. The Service Industries Journal, 25(8), 1029-1044.
Fornell, C. & Wernerfelt, B. (1987). Defensive marketing strategy by customer complaint management: A theoretical analysis. Journal of Marketing Research. 24(4), 24(4), 337–346.
Gan, C. & Cohen, D. & Clemes, M. & Chong, E. (2006). A survey of Customer Retention in The New Zealand Banking Industry. Banks and Bank System, 1(4), 83-99.
Ganesh, J. & Arnold, M.J. & Reynolds, K.E. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing 64 (3), 65–87.
Geppert, C. (2003). Customer churn management: Retaining high-margin customers with CRM techniques. Retrieved From https://www.amr.kpmg.com/microsite/kpmgme/downloads/CHURN_02_26final.pdf.
Gerpott, T. & Rams, W. & Schindler, A. (2001). Customer retention, Loyalty, and satisfaction in the German mobile cellular telecommunication market. Telecommunication policy,(25), 249-269.
Glaser, B. & Srauss, A. (1967). The Discovery of Grounded Theory. Chicago: Aldine Publishing Co.
Kim, H. & Yoon, C. (2004). Determinant of subscriber churn and customer loyalty in the Korean mobile telephony market. Telecommunication Policy, (28), 751-765.
Kumar, N. (2007). Gaining momentum towards customer centricity. Retrieved from http://www.gtnews.com/article/6953.cfm.
Larivire, B. & Van den Poel, D. (2004). Investigating the role of product features in preventing customer churn, by using survival analysis and choice modeling: The case of financial services. Expert systems with applications, (27), 277-285.
Larivire, B. & Van den Poel, D. (2004). Customer attrition analysis for Financial Services Using Proportional Hazard Models. European Journal of operational research, 157(1), 196-217
Lejeune, M. A. (2001). Measuring the impact of data mining on churn management. Internet Research: Electronic Networking Application and Policy, 11(5), 375-387.
Madden, G. & Savage, S. & Coble-Neal, G. (1999). Subscriber churn in the Australian ISP market. Information Economics and policy, (11), 195-207.
Noferesti M. & Ahmadi, M. (2008). Analyzing the Effect of Changing Age Distribution on National Saving. Journal of the economic research, 8 (1), 43-56.
Nunoo, J. & Kyeremeh, C. (2012). Determinants of Customer Loyalty and subscriber churn of mobile phone service in Ghana. International Journal of Research in Commerce, IT and Management, 2 (12), 38-41.
Olafsson, S. & Li, X. & Wu, S. (2008). Operation research and data mining. European Journal of Operational research, (187), 1429-1448.
Paulin, M. & Perrien, J. & Ferguson, J. & Salazar, M. & Seruya, L. (1998). Relational norms and client retention: External effectiveness of commercial banking in Canada and Mexico. International Journal of Bank Marketing 16 (1), 24–31.
Prasad, D. & Madhavi, S. (2012). Prediction of churn behavior of bank customer using data mining tools. Business intelligence journal, 5 (1), 96-101.
Reichheld, F. (1996).The loyalty effect: The hidden force behind growth, profits and lasting value. Harvard Business School Press.
Richeldi, M. & Perrucci, A. (2002). Churn analysis case study, 3. Retrieved fromhttp://www-ai.cs.unidortmond.de/OKUMENTE/richeldi_Perrucci_2002b.pdf.
Seo, D. & Ranganathan, C. & Babad, Y. (2008). Two-level model of customer retention in the US mobile telecommunication service market, Telecommunications Policy, (32), 182-196.