muthoni, winnie wangui, and Moses Otieno. “Effects of Service Quality Gaps on Customer Satisfaction of Commercial Bank Mombasa, Kenya”. International Journal of Sciences: Basic and Applied Research (IJSBAR), vol. 15, no. 2, Oct. 2014, pp. 272-88, https://www.gssrr.org/JournalOfBasicAndApplied/article/view/3012.