MOHD IMRAN SIDDIQUEI; PROF. JAMAL A. FAROOQUIE. Service Delivery Gap Measurement in Banking: An Exploratory Approach. International Journal of Management Studies (IJMS), [S. l.], v. 6, n. Spl Issue 4, p. 29–35, 2021. Disponível em: https://researchersworld.com/index.php/ijms/article/view/1001. Acesso em: 7 aug. 2025.