Nghiên cứu các nhân tố tác động đến hành vi sử dụng thẻ ngân hàng quốc tế tại Việt Nam - 21

89. Minh, N. V. & Huu, N. (2016), "The relationship between service quality, customer satisfaction and customer loyalty: An investigation in Vietnamese retail banking sector", Journal of Competitiveness, Vol. 8(2), pp. 103-116.

90. Mishra, A. A. (2009), "A Study on Customer Satisfaction in Indian Retail Banking", IUP Journal of Management Research, Vol. 8(11), pp. 45-61.

91. Muhammad Awan, H. & cộng sự (2011), "Service quality and customer satisfaction in the banking sector: A comparative study of conventional and Islamic banks in Pakistan", Journal of Islamic Marketing, Vol. 2(3), pp. 203-224.

92. Munir, A. R. & cộng sự (2013), "Acceptance of mobile banking services in Makassar: a technology acceptance model (TAM) approach", Vol. 7(6), pp. 52-59.

93. Munoz-Leiva, F. & cộng sự (2017), "Determinants of intention to use the mobile banking apps: An extension of the classic TAM model", Spanish Journal of Marketing-ESIC, Vol. 21(1), pp. 25-38.

94. Murray, K. B. & Schlacter, J. L. J. J. o. t. A. o. M. s. (1990), "The impact of services versus goods on consumers’ assessment of perceived risk and variability", Vol. 18(1), pp. 51-65.

95. Muslim, A. & Isa, Z. (2005), "Islamic banking in Malaysia: An empirical analysis of service quality and customer satisfaction", Proceeding of Seminar Finance and Islamic Economics, University Utara Malaysia, Ogos, pp. 1-13.

96. Neal, W. D. (1999), "Satisfaction is Nice, But Value Drives Loyalty: The most satisfied customer may not necessarily be the most loyal", Marketing Research, Vol. 11(1), pp. 20-24.

97. Nguyen, O. D. Y. & Cassidy, J. F. (2018), "Consumer intention and credit card adoption in Vietnam", Asia Pacific Journal of Marketing and Logistics, Vol. 30(4), pp. 779-796.

98. Nupur, J. M. (2010), "E-banking and customers’ satisfaction in Bangladesh: An analysis", International review of business research papers, Vol. 6(4), pp. 145- 156.

Có thể bạn quan tâm!

Xem toàn bộ 174 trang tài liệu này.

99. Parasuraman, A. & cộng sự (1985), "A conceptual model of service quality and its implications for future research", ournal of marketing, Vol. 49(4), pp. 41-50.

100. Parasuraman, A. & cộng sự (1988), "Servqual: A multiple-item scale for measuring consumer perceptions of Service Quality", Journal of Retailing, Vol. 64(1), pp. 12-40.

Nghiên cứu các nhân tố tác động đến hành vi sử dụng thẻ ngân hàng quốc tế tại Việt Nam - 21

101. Quan, V. D. H. (2014), "Customer Satisfaction Level Towards Credit Card",

Journal of Science Ho Chi Minh City Open University, Vol. 4(12), pp. 42-53.

102. Quyet, V. T. & cộng sự (2015), "Service quality effects on customer satisfaction in banking industry", International Journal of u-and e-Service, Science Technology, Vol. 8(8), pp. 199-206.

103. Ravichandran, K. & cộng sự (2010), "Influence of service quality on customer satisfaction application of servqual model", International Journal of Business Management, Vol. 5(4), pp. 117-124.

104. Raza, S. A. & cộng sự (2015), "Internet Banking and Customer Satisfaction in Pakistan", Qualitative Research in Financial Markets, Vol. 7(1), pp. 24-36.

105. Raza, S. A. & cộng sự (2017), "New determinants of ease of use and perceived usefulness for mobile banking adoption", International Journal of Electronic Customer Relationship Management, Vol. 11(1), pp. 44-65.

106. Riquelme, H. E. & cộng sự (1970), "Internet banking customer satisfaction and online service attributes", The Journal of Internet Banking Commerce, Vol. 14(2), pp. 1-6.

107. Rod, M. & cộng sự (2009), "An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study", Marketing Intelligence & Planning, Vol. 27(1), pp. 103-126.

108. Rogers, E. M. (2010). Diffusion of innovations, Simon and Schuster.

109. Rouibah, K. & cộng sự (2011). Modeling user acceptance of internet banking in Malaysia: A partial least square (PLS) approach, IGI Global.

110. Ryu, H.-S. (2018), "What makes users willing or hesitant to use Fintech?: the moderating effect of user type", Industrial Management Data Systems, Vol. 118(3), pp. 541-569.

111. Sadeghi, T. & Hanzaee, K. H. (2010), "Customer satisfaction factors (CSFs) with online banking services in an Islamic country", Journal of Islamic Marketing, Vol. 1(3), pp. 249-267.

112. Sanayei, A. & Bahmani, E. (2012), "Integrating TAM and TPB with perceived risk to measure customers’ acceptance of internet banking", International Journal of Information science and management (IJISM), pp. 25-37.

113. Sari, M. & Rofaida, R. (2015), "Factors affecting the behavior of university community to use credit card", International Research Journal of Business Studies, Vol. 4(3), pp. 217-228.

114. Schofield, T. 2016. Study. com.[ONLINE] Available at: http://study. com/academy/lesson/what-is-consumer-behavior-in-marketing-factors-model- definition. html. Accessed.

115. Shaikh, A. A. & Karjaluoto, H. (2015), "Mobile banking adoption: A literature review", Telematics and informatics, Vol. 32(1), pp. 129-142.

116. Sheeran, P. & cộng sự (2017), "Paradoxical effects of experience: Past behavior both strengthens and weakens the intention-behavior relationship", Journal of the Association for Consumer Research, Vol. 2(3), pp. 309-318.

117. Siddiqi, K. O. (2011), "Interrelations between service quality attributes, customer satisfaction and customer loyalty in the retail banking sector in Bangladesh", International Journal of Business and Management, Vol. 6(3), pp. 12.

118. Sit, W. Y. & cộng sự (2009), "TQM and customer satisfaction in Malaysia's service sector", Industrial Management Data Systems, Vol. 109(7), pp. 957-975.

119. Smith, J. R. & cộng sự (2007), "Interaction effects in the theory of planned behavior: The interplay of self‐identity and past behavior", Vol. 37(11), pp. 2726- 2750.

120. Sulieman (2011), "Banking Service Quality Provided by Commercial Banks and Customer Satisfaction", American Journal of Scientific Research, (Issue 27), pp. 68-83

121. Sweeney, J. C. & cộng sự (1997), "Retail service quality and perceived value: A comparison of two models", Journal of retailing Consumer Services, Vol. 4(1), pp. 39-48.

122. Takele, Y. & Sira, Z. (2013), "Analysis of Factors Influencing Customers' Intention to the Adoption of E-Banking Service Channels in Bahir Dar City: An Intergration of TAM, TPB and PR", European Scientific Journal, ESJ, Vol. 9(13), pp. 402-417.

123. Tarhini, A. & cộng sự (2016), "Extending the UTAUT model to understand the customers’ acceptance and use of internet banking in Lebanon", Information Technology, pp. 830-849.

124. Taylor, S. & Todd, P. (1995a), "Assessing IT usage: The role of prior experience", MIS quarterly, Vol. 19, pp. 561-570.

125. Taylor, S. & Todd, P. A. (1995b), "Understanding information technology usage: A test of competing models", Information systems research, Vol. 6(2), pp. 144-176.

126. Tee (2012), "The Effects of Service Quality, Customer Satisfaction on Re- patronage Intentions of Hotel Existing Customers", Int. J. Manage. Administr. Sci. , Vol. 1(8).

127. Thakur, R. (2014), "What keeps mobile banking customers loyal?",

International Journal of Bank Marketing, Vol. 32(7), pp. 628-646.

128. Thanh, D. N. & Tu, C. N. (Year) Published. "The role of perceived risk on intention to use online banking in Vietnam". 2017 International Conference on Advances in Computing, Communications and Informatics (ICACCI), 2017. IEEE, 1903-1908.

129. Thanh, N. D. & Phuc, H. A. (Year) Published. "The roles of perceived risk and trust on e–payment adoption". International Econometric Conference of Vietnam, 2018. Springer, 926-940.

130. Ting, H. & cộng sự (2016), "Intention to use mobile payment system: a case of developing market by ethnicity", Procedia-Social Behavioral Sciences, Vol. 224, pp. 368-375.

131. Veloutsou, C. A. & Panigyrakis, G. G. (2004), "Consumer brand managers' job stress, job satisfaction, perceived performance and intention to leave", Journal of Marketing Management, Vol. 20(1-2), pp. 105-131.

132. Venkatesh, V. & Davis, F. D. (2000), "A theoretical extension of the technology acceptance model: Four longitudinal field studies", Management science, Vol. 46(2), pp. 186-204.

133. Venkatesh, V. & cộng sự (2003), "User acceptance of information technology: Toward a unified view", MIS quarterly, pp. 425-478.

134. Walsh, G. & cộng sự (2005), "An examination of consumers' motives to switch energy suppliers", Journal of Marketing Management, Vol. 21(3-4), pp. 421- 440.

135. Wang, Y.-H. (2014), "Does Online Trading Affect Investors’ Trading Intention?", The International Journal of Business and Finance Research, Vol. 8(5), pp. 71-79.

136. Willis, T. J. (2008), "An evaluation of the technology acceptance model as a means of understanding online social networking behavior".

137. Witeepanich, C. & cộng sự. (Year) Published. "Understanding the adoption of mobile banking services: an empirical study". Proceedings of the 4th International Conference on Engineering, Project, and Production Management, 2013. 282-291.

138. Yang, Z. & Peterson, R. T. (2004), "Customer perceived value, satisfaction, and loyalty: The role of switching costs", Psychology Marketing Intelligence & Planning, Vol. 21(10), pp. 799-822.

139. Yoon, C. (2010), "Antecedents of customer satisfaction with online banking in China: The effects of experience", Computers in Human Behavior, Vol. 26(6), pp. 1296-1304.

140. Yu, C.-S. (2012), "Factors affecting individuals to adopt mobile banking: Empirical evidence from the UTAUT model", Journal of electronic commerce research, Vol. 13(2), pp. 104.

141. Zairi, M. (2000), "Managing customer satisfaction: a best practice perspective", The TQM magazine, Vol. 12(6), pp. 389-394.

142. Zarrin Kafsh, S. 2015. Developing Consumer Adoption Model on Mobile Wallet in Canada. Université d'Ottawa/University of Ottawa.

143. Zhou, T. & cộng sự (2010), "Integrating TTF and UTAUT to explain mobile banking user adoption", Computers in human behavior, Vol. 26(4), pp. 760-767.

Xem tất cả 174 trang.

Ngày đăng: 06/04/2023
Trang chủ Tài liệu miễn phí