Nghiên cứu các nhân tố tác động đến hành vi sử dụng thẻ ngân hàng quốc tế tại Việt Nam

12. Nguyễn Thị Thu Ngân & cộng sự (2015), “Nghiên cứu nhân tố ảnh hưởng đến ý định sử dụng dịch vụ Mobile Banking của khách hàng Đà Nẵng”, Tạp chí Khoa học và Công nghệ - ĐHĐN, Số: 12(97), tr. 100-105

13. Nguyễn Đinh Yến Oanh & Phạm Thụy Bích Uyên (2017), “Các yếu tố ảnh hưởng đến ý định sử dụng dịch vụ thương mại di động của người tiêu dùng tỉnh An Giang”, Tạp chí Khoa học Đại học Mở TP. HCM, số 52 (1), tr. 144-160

14. Vương Đức Hoàng Quân & Trịnh Hoàng Nam (2017), “Ứng dụng mô hình TPB và TAM trong nghiên cứu sự chấp nhận thẻ tín dụng của người tiêu dùng Việt Nam”, Tạp chí Phát triển kinh tế, Tập 28, số 5 (2017), tr. 56-82

15. Nguyễn Duy Thanh & Huỳnh Anh Phúc (2017), “Chất lượng dịch vụ và ảnh hưởng xã hội trong sự chấp nhận thanh toán điện tử”, Tạp chí Phát triển KH&CN, Tập 20, số Q3-2017

16. Nguyễn Duy Thanh & Cao Hào Thi (2011), “Đề xuất mô hình chấp nhận và sử dụng ngân hàng điện tử ở Việt Nam”, Tạp chí Phát triển Khoa học và Công nghệ, Tập 14, số Q2, tr. 97-105.

17. Nguyễn Duy Thanh & Cao Hào Thi (2014) “Mô hình cấu trúc cho sự chấp nhận và sử dụng ngân hàng điện tử ở Việt Nam”, Tạp chí Phát triển Kinh tế, số 281, Tháng 3/2014, tr. 57-75

18. Nguyễn Thị Thu (2016). “Nghiên cứu các nhân tố ảnh hưởng đến sự hài lòng khách hàng sử dụng dịch vụ thẻ ATM của ngân hàng trên địa bàn Hà Nội”. Tạp chí Kinh tế châu Á-Thái Bình Dương

19. Phạm Ngọc Thúy & Lê Nguyễn Hậu (2010), “Các tiền tố của định hướng thị trường: một nghiên cứu thực nghiệm tại Việt Nam”, Tạp chí Phát triển Khoa học và công nghệ, Tập 13, số Q1 – 2010

20. Lê Thị Kim Tuyết (2015), “Nghiên cứu các yếu tố ảnh hưởng đến ý định sử dụng sản phẩm thẻ tín dụng visa của khách hàng”, Đại học Đông Á

21. Khưu Hồng Vạn & Nguyễn Thị Mai Trang (2011), “Một số nhân tố ảnh hưởng đến xu hướng sử dụng ngân hàng trực tuyến ở Việt Nam”. Tạp chí Phát triển Khoa học và Công nghệ, tập 14, số 1, tr. 55-64

Có thể bạn quan tâm!

Xem toàn bộ 174 trang tài liệu này.

22. Tô Huy Vũ & Vũ Minh Châu (2019), “Hiện thực hóa cơ hội do CPTPP mang lại tại lĩnh vực ngân hàng”, Đặc san Toàn cảnh Ngân hàng Việt Nam 2019

145

23. Báo cáo Hội nghị thường niên Hội thẻ ngân hàng 2019

Các trang web

1. Thanh toán không tiền mặt ngày càng thắng thế, tại: https://tuoitre.vn/thanh- toan-khong-tien-mat-ngay-cang-thang-the-20200126183712715.htmtruy cập ngày 15/3/2020

2. Thúc đẩy thanh toán không dùng tiền mặt, tại http://vneconomy.vn/thuc- day-thanh-toan-khong-dung-tien-mat-20191209215120136.htm, truy cập ngày 15/3/2020

3. Tổng quan về Việt Nam, tại https://www.worldbank.org/vi/country/vietnam/overview, truy cập ngày 15/3/2020

4. Nhà băng sôi động cuộc đua mở thẻ, tại

https://thoibaonganhang.vn/nha-bang-soi-dong-cuoc-dua-mo-the-90958.html, truy cập ngày 15/2/2020

5. Thanh toán không dùng tiền mặt: Tăng bảo mật, người dùng vẫn lo, tại http://tapchitaichinh.vn/ngan-hang/thanh-toan-khong-dung-tien-mat-tang-bao-mat- nguoi-dung-van-lo-310238.html

6. Trang web của Ngân hàng Nhà nước Việt Nam https://www.sbv.gov.vn/webcenter/portal/vi/menu/trangchu?_afrLoop=1277724851 486539

7. Trang web của Ngân hàng Thế giới https://www.worldbank.org/

8. Kiến thức thẻ ngân hàng, tại

https://thebank.vn/category/10773-kien-thuc-the.html, truy cập ngày 10/2/2020

9. Trang web của các Ngân hàng thương mại Việt Nam

II. Tài liệu tham khảo tiếng Anh

1. Abadi, H. R. D. & cộng sự (2012a), "Investigate the customers' behavioral intention to use mobile banking based on TPB, TAM and perceived risk (a case study in Meli Bank)", International Journal of Academic Research in Business and Social Sciences, Vol. 2 (10)(10), pp. 312-322.

2. Abadi, H. R. D. & cộng sự (2012b), "Investigate the customers' behavioral intention to use mobile banking based on TPB, TAM and perceived risk (a case study

146

in Meli Bank)", International Journal of Academic Research in Business and Social Sciences, Vol. 2 (10), pp. 312-322.

3. Abeka, S. O. (2012), "Perceived usefulness, ease of use, organizational and bank support as determinants of adoption of internet banking in east Africa", International Journal of Academic Research in Business and Social Sciences, Vol. 2 (10), pp. 97-112.

4. Aboelmaged, M. & Gebba, T. R. (2013), "Mobile banking adoption: an examination of technology acceptance model and theory of planned behavior", International Journal of Business Research and Development, Vol. 2 (1), pp. 35-50.

5. AbuShanab, E. & Pearson, J. (2007), "Internet banking in Jordan: The unified theory of acceptance and use of technology (UTAUT) perspective", Journal of Systems and information Technology, Vol. 9 (1), pp. 78-97.

6. Afroz, N. (2019), "Effect of Service Quality on Customer Satisfaction Evidence from Banks in Tangail", Management Studies Economic Systems, Vol. 4 (2), pp. 145-159.

7. Ahamed, A. J. & Limbu, Y. B. (2018), "Dimensions of materialism and credit card usage: an application and extension of the theory of planned behavior in Bangladesh", Journal of Financial Services Marketing, Vol. 23(3-4), pp. 200-209.

8. Ajzen, I. (1991), "The theory of planned behavior", Organizational behavior and human decision processes, Vol. 50(2), pp. 179-211.

9. Al-Ajam, A. S. & Nor, K. M. (2013), "Customers’ adoption of Internet banking service: An empirical examination of the theory of planned behavior in Yemen", International Journal of Business Commerce, Vol. 2(5), pp. 44-58.

10. Al-Hawari, M. A. A. (2014), "Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users", Journal of Services Marketing, Vol. 28(7), pp. 538-546.

11. Al-Qeisi, K. I. 2009. Analyzing the use of UTAUT model in explaining an online behaviour: Internet banking adoption. Brunel University - Brunel Business School PhD Theses.

12. Al-Sharafi, M. A. & cộng sự (2017), "The Effect of Perceived Ease of Use and Usefulness on Customers Intention to Use Online Banking Services: The Mediating Role of Perceived Trust", International Journal of Innovative Computing, Vol. 7(1), pp. 9-14.

13. Aldas-Manzano, J. & cộng sự (2011), "Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use", The Service Industries Journal, Vol. 31(7), pp. 1165-1190.

14. Alhassany, H. & Faisal, F. (2018), "Factors influencing the internet banking adoption decision in North Cyprus: an evidence from the partial least square approach of the structural equation modeling", Financial Innovation, Vol. 4(1), pp. 29.

147

15. Almurshidee, K. J. (2018), "SERVPERF-based empirical evidence on e- banking services quality and customer satisfaction from Saudi banking sector", International Journal of Advanced Applied Sciences, Vol. 5(11), pp. 40-45.

16. Amin, H. (2007), "An analysis of mobile credit card usage intentions",

Information Management & Computer Security, Vol. 15(4), pp. 260-269.

17. Amin, H. (2013), "Factors influencing Malaysian bank customers to choose Islamic credit cards: empirical evidence from the TRA model", Journal of Islamic Marketing, Vol. 4(3), pp. 245-263.

18. Amiri, A. S. & Faghani, F. (2012), "Mobile banking service quality and customer satisfaction (application of SERVQUAL model)", International Journal of Management and Business Research, Vol. 2(4), pp. 351-361.

19. Anjalika, W. & Priyanath, H. (2018), "Effect of Service Quality on Customer Satisfaction: An Empirical Study of Customers who have Bank Accounts in both Public and Private Banks in Sri Lanka", International Journal of Marketing Technology, Vol. 8(1), pp. 11-36.

20. Anton, J. (1996). Customer relationship management: Making hard decisions with soft numbers, Prentice Hall.

21. Arasli, H. & cộng sự (2005), "Customer service quality in the Greek Cypriot banking industry", Managing Service Quality: An International Journal, Vol. 15(1), pp. 41-56.

22. Armitage, C. J. & Conner, M. (2001), "Efficacy of the theory of planned behaviour: A meta‐analytic review", British journal of social psychology, Vol. 40(4), pp. 471-499.

23. Ayo, C. K. & cộng sự (2016), "E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction", International Journal of Bank Marketing, Vol. 34(3), pp. 347-367.

24. Bagozzi, R. P. & Kimmel, S. K. (1995), "A comparison of leading theories for the prediction of goal‐directed behaviours", British Journal of social psychology, Vol. 34(4), pp. 437-461.

25. Bauer, R. A. (1960), "Consumer behavior as risk taking", 43rd. Conference of the American Marketing Association, pp. 384-398.

26. Bentler, P. M. & Speckart, G. (1979), "Models of attitude–behavior relations", Psychological review, Vol. 86(5), pp. 452-464.

27. Bhatiasevi, V. (2016), "An extended UTAUT model to explain the adoption of mobile banking", Information Development, Vol. 32(4), pp. 799-814.

28. Blackwell, R. & cộng sự (2006). Consumer behaviour: an Asia Pacific approach, THOMSON LEARNING.

29. Blery, E. K. & cộng sự (2009), "Customer Retention in the Greek Banking Industry: Some Survey Evidence", Journal of Bank Management, Vol. 8(3/4), pp. 73.

30. Cheng, T. E. & cộng sự (2006), "Adoption of internet banking: an empirical study in Hong Kong", Decision support systems, Vol. 42(3), pp. 1558-1572.

31. Chu, P.-Y. & cộng sự (2012), "Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context", Social Behavior Personality: an international journal, Vol. 40(8), pp. 1271-1283.

32. Churchill Jr, G. A. & Surprenant, C. (1982), "An investigation into the determinants of customer satisfaction", Journal of marketing research, Vol. 19(4), pp. 491-504.

33. Clemes, M. D. & cộng sự (2012), "The factors impacting on customers’ decisions to adopt Internet banking", Banks and bank systems, Vol. 7(3), pp. 1-13.

34. Coldwell, J. (2001), "Characteristics of a good customer satisfaction survey",

Customer Relationship Management, pp. 193-199.

35. Cronin Jr, J. J. & Taylor, S. A. (1992), "Measuring service quality: a reexamination and extension", Journal of marketing, Vol. 56(3), pp. 55-68.

36. Cuong, Q. N. & cộng sự (2011), "A SERVPERF model of the Vietnamese banking industry", Journal of Business and Behavioral sciences, Vol. 23(1), pp. 198.

37. Dabholkar, P. A. & cộng sự (2000), "A comprehensive framework for service quality: an investigation of critical conceptual and measurement issues through a longitudinal study", Vol. 76(2), pp. 139-173.

38. Davis, F. D. 1985. A technology acceptance model for empirically testing new end-user information systems: Theory and results. Massachusetts Institute of Technology.

39. Davis, F. D. (1989), "Perceived usefulness, perceived ease of use, and user acceptance of information technology", MIS quarterly, pp. 319-340.

40. Dennis, C. & cộng sự (2009), "E‐retailing by banks: e‐service quality and its importance to customer satisfaction", European Journal of Marketing, Vol. 43(9/10), pp. 1220-1231.

41. Dinh, V. & Pickler, L. (2012), "Examining service quality and customer satisfaction in the retail banking sector in Vietnam", Journal of Relationship Marketing, Vol. 11(4), pp. 199-214.

42. Donio, J. & cộng sự (2006), "Customer satisfaction and loyalty in a digital environment: an empirical test", Journal of Consumer Marketing, Vol. 23(7), pp. 445-457.

43. Duffy, D. L. (2003), "Internal and external factors which affect customer loyalty", Journal of Consumer Marketing, Vol. 20(5).

44. East, R. (1993), "Investment decisions and the theory of planned behaviour",

Journal of Economic Psychology, Vol. 14(2), pp. 337-375.

45. Featherman, M. S. & Pavlou, P. A. (2003), "Predicting e-services adoption: a perceived risk facets perspective", International journal of human-computer studies, Vol. 59(4), pp. 451-474.

46. Fisbein, M. & Ajzen, I. (1975). Belief, attitude, intention and behavior: An introduction to theory and research, Addison-Wiley Publishing Company.

47. Fitzsimmons, J. A. (2001). Service management, McGraw Hill.

48. Floh, A. & Treiblmaier, H. (2006), "What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry".

49. Foon, Y. S. & Fah, B. C. Y. (2011), "Internet banking adoption in Kuala Lumpur: an application of UTAUT model", International Journal of Business Management, Vol. 6(4), pp. 161.

50. Foscht, T. & cộng sự (2010), "Debit and credit card usage and satisfaction",

International Journal of Bank Marketing.

51. Foss, B. & Stone, M. (2001). Successful customer relationship marketing: new thinking, new strategies, new tools for getting closer to your customers, Kogan Page Publishers.

52. Fragoso, J. T. & Espinoza, I. L. (2017), "Assessment of banking service quality perception using the SERVPERF model", Contaduría y Administración, Vol. 62(4), pp. 1294-1316.

53. Gee, R. & cộng sự (2008), "Understanding and profitably managing customer loyalty", Marketing Intelligence Planning, Vol. 26(4), pp. 359-374.

54. Giao, H. N. K. (2019), "Customer Satisfaction towards ATM Services: A Case of Vietcombank Vinh Long, Vietnam", The Journal of Asian Finance, Economics and Business (JAFEB), Vol. 6(1), pp. 141-148.

55. Gilbert, G. R. & Veloutsou, C. (2006), "A cross‐industry comparison of customer satisfaction", Journal of services marketing, Vol. 20(5), pp. 298-308.

56. Gilmore, A. (2003). Services marketing and management, Sage.

57. Grabner‐Kräuter, S. & Faullant, R. (2008), "Consumer acceptance of internet banking: the influence of internet trust", International Journal of bank marketing, Vol. 26(7), pp. 483-504.

58. Gronroos, C. (1984), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18 (4), pp. 36-44.

59. Grönroos, C. (2000). Service management and marketing: A customer relationship management approach, Wiley.

60. Hacini, I. & cộng sự (2012), "Determinants of the Intention to Use Internet Banking", Mediterranean Journal of Social Sciences, Vol. 3, pp. 33-41.

61. Hair, J. F. & cộng sự (2019), "When to use and how to report the results of PLS-SEM", European Business Review, Vol. 31(1), pp. 2-24.

62. Hair Jr, J. F. & cộng sự (2014), "Partial least squares structural equation modeling (PLS-SEM)", European business review, Vol. 26(2), pp. 106-121.

63. Hazlina (2011), " Impacts of service quality on customer satisfaction: Study of Online banking and ATM services in Malaysia", International Journal of Trade, Economics and Finance, Vol. 2(1), pp. 1-9.

64. Henseler, J. & cộng sự (2015), "A new criterion for assessing discriminant validity in variance-based structural equation modeling", Journal of the academy of marketing science, Vol. 43(1), pp. 115-135.

65. Heskett, J. L. & cộng sự (1994), "Putting the service-profit chain to work",

Harvard business review, Vol. 72(2), pp. 164-174.

66. Ho, S.-H. & Ko, Y.-Y. (2008), "Effects of self-service technology on customer value and customer readiness: The case of Internet banking", Internet research, Vol. 18(4), pp. 427-446.

67. Horstmann, R. (1998), "Customer Satisfaction and Loyalty: an empirical assessment in the service industry", Appl. Manage. Entrepreneurship, Vol. 4, pp. 39- 54.

68. Hu, Z. & cộng sự (2019), "Adoption Intention of Fintech Services for Bank Users: An Empirical Examination with an Extended Technology Acceptance Model", Symmetry, Vol. 11(3), pp. 340.

69. Jahangir, N. & Begum, N. (2008), "The role of perceived usefulness, perceived ease of use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking", African Journal of Business Management, Vol. 2(2), pp. 032-040.

70. Jamal, A. & Naser, K. (2003), "Factors influencing customer satisfaction in the retail banking sector in Pakistan", International Journal of Commerce Management, Vol. 13(2), pp. 29-53.

71. Johnston, R. (1997), "Identifying the critical determinants of service quality in retail banking: importance and effect", International Journal of Bank Marketing, Vol. 15(4), pp. 111-116.

72. Karjaluoto, H. & cộng sự (2009), "Antecedents of online banking satisfaction and loyalty: empirical evidence from Finland", International Journal of Electronic Finance, Vol. 3(3), pp. 253-269.

73. Kesharwani, A. & Singh Bisht, S. J. I. J. o. B. M. (2012), "The impact of trust and perceived risk on internet banking adoption in India: An extension of technology acceptance model", Vol. 30(4), pp. 303-322.

74. Khan, A. G. & cộng sự (2018), "Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model", Global Business Review, pp. 1-16.

75. Khan, M. M. & Fasih, M. (2014), "Impact of service quality on customer satisfaction and customer loyalty: Evidence from banking sector", Pakistan Journal of Commerce Social Sciences, Vol. 8(2), pp. 331-354.

76. Kheng, L. L. & cộng sự (2010), "The impact of service quality on customer loyalty: A study of banks in Penang, Malaysia", International Journal of Marketing Studies, Vol. 2(2), pp. 57-66.

77. Kotler, P. & cộng sự (2009), "Creation customer value satisfaction and loyalty", Marketing management, Vol. 13, pp. 120-125.

78. Lee, H. & cộng sự (2000), "The determinants of perceived service quality and its relationship with satisfaction", Journal of Services Marketing, Vol. 14(3), pp. 217- 231.

79. Lee, M.-C. (2009), "Predicting and explaining the adoption of online trading: An empirical study in Taiwan", Decision Support Systems, Vol. 47(2), pp. 133-142.

80. Levesque, T. & McDougall, G. H. (1996), "Determinants of customer satisfaction in retail banking", International journal of bank marketing, Vol. 14, pp. 12-20.

81. Liang, C.-C. 2016. Subjective norms and customer adoption of mobile banking: Taiwan and vietnam. 49th Hawaii International Conference on System Sciences (HICSS). IEEE.

82. Lifen Zhao, A. & cộng sự (2010), "Adoption of internet banking services in China: is it all about trust?", Vol. 28(1), pp. 7-26.

83. Lim, S. H. & cộng sự (2019), "An Empirical Study of the Impacts of Perceived Security and Knowledge on Continuous Intention to Use Mobile Fintech Payment Services", International Journal of Human–Computer Interaction, Vol. 35(10), pp. 886-898.

84. Liu, G.-S. & Tai, P. T. (2016), "A study of factors affecting the intention to use mobile payment services in Vietnam", Economics, Vol. 4(6), pp. 249-273.

85. Long, P. & Vy, P. D. (2016), "Internet Banking Service Quality, Customer Satisfaction and Customer Loyalty: The Case of Vietnam", International Journal of Strategic Decision Sciences, Vol. 7(1), pp. 1-17.

86. Loudon, D. L. & Della Bitta, A. J. (1984). Consumer behavior: Concepts and applications, McGraw-Hill Companies.

87. Martins, C. & cộng sự (2014), "Understanding the Internet banking adoption: A unified theory of acceptance and use of technology and perceived risk application", International Journal of Information Management, Vol. 34(1), pp. 1-13.

88. Mengi, P. (2009), "Customer satisfaction with service quality: An empirical study of public and private sector banks", Journal of Management Research, Vol. 8(9), pp. 7-17.