臺灣博碩士論文加值系統

The developments in information technology and telecommunications have set in motion an electronic revolution in today’s banking industry including Vietnam’s banking sector. This in turn results new delivery channels for banking products and services such as Automatic Teller Machine (ATM), telephone banking, cable television banking, Personal computer banking (PC), and Internet banking. Nowadays, Internet banking is becoming a new trend in the world’s banking industry; also, Internet banking in Vietnam has been marking a significant development in recent years. Therefore, the primary purpose of this study is to examine the relationship between usage intention and post-usage response of Internet Banking in Vietnam and additionally use self-efficacy as a moderator to this relationship. The study targeted at the consumers who have experiences of using Internet Banking in Hanoi and Ho Chi Minh City. A questionnaire survey was conducted with valid 238 samples and structure equation model analysis was adopted to verify the validation of overall framework and hypotheses of this study.
The findings of this study reveal that two important factors of the Technology Acceptance Model (TAM) (i.e. perceived usefulness and perceived ease of use)
iii
significantly influence behavioral intention; conversely, perceived credibility has not significant impact on behavioral intention to use internet banking. The results also indicate that behavioral intention significantly influences customer participation, and customer participation also has significant effects on satisfaction and loyalty respectively. At last, self-efficacy as a moderator has positive effect of behavioral intention on customer participation in the context of internet banking.

The developments in information technology and telecommunications have set in motion an electronic revolution in today’s banking industry including Vietnam’s banking sector. This in turn results new delivery channels for banking products and services such as Automatic Teller Machine (ATM), telephone banking, cable television banking, Personal computer banking (PC), and Internet banking. Nowadays, Internet banking is becoming a new trend in the world’s banking industry; also, Internet banking in Vietnam has been marking a significant development in recent years. Therefore, the primary purpose of this study is to examine the relationship between usage intention and post-usage response of Internet Banking in Vietnam and additionally use self-efficacy as a moderator to this relationship. The study targeted at the consumers who have experiences of using Internet Banking in Hanoi and Ho Chi Minh City. A questionnaire survey was conducted with valid 238 samples and structure equation model analysis was adopted to verify the validation of overall framework and hypotheses of this study.
The findings of this study reveal that two important factors of the Technology Acceptance Model (TAM) (i.e. perceived usefulness and perceived ease of use)
iii
significantly influence behavioral intention; conversely, perceived credibility has not significant impact on behavioral intention to use internet banking. The results also indicate that behavioral intention significantly influences customer participation, and customer participation also has significant effects on satisfaction and loyalty respectively. At last, self-efficacy as a moderator has positive effect of behavioral intention on customer participation in the context of internet banking.

ABSTRACT ...................................................................................................................... i
Acknowledgements ......................................................................................................... iii
Table of Contents ............................................................................................................. iv
List of tables .................................................................................................................... vi
List of figures ................................................................................................................. vii
CHAPTER 1 ..................................................................................................................... 1
INTRODUCTION ............................................................................................................ 1
1.1 Research Background and Motivation ................................................................... 1
1.2 Research Objectives ............................................................................................... 4
1.3 Research Procedure ................................................................................................ 6
CHAPTER 2 ..................................................................................................................... 7
LITERATURE REVIEW ................................................................................................. 7
2.1 Internet Banking (IB).............................................................................................. 7
2.1.1 Conception of Internet Banking ...................................................................... 7
2.1.2 Internet Banking in Vietnam .......................................................................... 10
2.2 Theoretical Background and Definition of Constructs ......................................... 12
2.2.1 Technology Acceptance Model (TAM) ......................................................... 12
2.2.2 Perceived Usefulness (PU) ............................................................................ 15
2.2.3 Perceived Ease of Use (PEU) ........................................................................ 17
2.2.4 Perceived Credibility (PC) ............................................................................ 19
2.2.5 Customer Participation (CP) .......................................................................... 22
2.2.6 Satisfaction .................................................................................................... 27
2.2.7 Customer loyalty ........................................................................................... 29
2.2.8 Self-efficacy (SE) .......................................................................................... 32
2.3 The Empirical Relationship of Variables .............................................................. 34
2.3.1 The Relationship among Variables in TAM. ................................................. 34
2.3.2 Relationship between Perceived Credibility (PC) and Behavioral Intention
(BI) to use ............................................................................................................... 37
2.3.3 Relationship between Behavioral Intention (BI) to use and Customer
Participation (CP) ................................................................................................... 38
2.3.4 Relationship among Customer Participation (CP) and Satisfaction and
Customer Loyalty ................................................................................................... 40
2.3.5 Moderating Role of Self-efficacy (SE) .......................................................... 43
CHAPTER 3 ................................................................................................................... 45
RESEARCH METHODOLOGY ................................................................................... 45
3.1 Research Framework ............................................................................................ 45
3.2 Measurement of Research Constructs .................................................................. 46
3.3 Questionnaire design ............................................................................................ 50
3.4 Pretesting Procedures ........................................................................................... 50
3.5 Sampling and Data collection ............................................................................... 52
3.6 Analytical Method ................................................................................................ 52
CHAPTER 4 ................................................................................................................... 53
EMPIRICAL ANALYSIS AND RESULTS ................................................................... 53
4.1 Sample Structure Description ............................................................................... 53
4.2 Empirical Factor Analysis (EFA) ......................................................................... 55
4.3 Confirmatory Factor Analysis (CFA) ................................................................... 58
4.3.1 Convergent validity ....................................................................................... 58
4.3.2 Discriminant validity ..................................................................................... 61
4.4 Structure Equation Model (SEM) ......................................................................... 62
4.5 Hypotheses Testing ............................................................................................... 63
4.6 Moderation Testing ............................................................................................... 66
CHAPTER 5 ................................................................................................................... 69
DISCUSSION AND IMPLICATIONS .......................................................................... 69
5.1 Research Findings ................................................................................................ 69
5.2 Discussion and Implication .................................................................................. 70
5.3 Limitation and Suggestion .................................................................................... 75
REFERENCES ............................................................................................................... 76
APPENDIX: QUESTIONNAIRE .................................................................................. 93

1. Adesina, A.A. and Ayo, C.K. (2010). “An Empirical Investigation of the Level of Users’ Acceptance of E-Banking in Nigeria,” Journal of Internet Banking and Commerce, Vol. 15, No.1, pp. 1-13.
2. Agarwal, R. and Prasad, J. (1998). “The antecedents and consequents of user perceptions in information technology adoption”, Decision Support Systems, Vol. 22, Iss. 1, pp. 15–29.
3. Aiken, L. S., & West, S. G. (1991). “Multiple Regression: Testing and interpreting interactions,” Newbury Park, CA: Sage.
4. Amin, H. (2007). “Internet banking adoption among young intellectuals,” Journal of Internet Banking and Commerce, 12(3), 1-13.
5. Anderson, E.W. and Mittal, V. (2000). “Strengthening the Satisfaction-Profit Chain”, Journal of Service Research, Vol. 3 No. 2, pp. 107-120.
6. Anderson, E.W. and Sullivan, M. (1993). “The antecedents and consequences of consumer satisfaction for firms”, Marketing Science, Vol. 12, pp. 125-43.
7. Anderson, E.W., Fornell, C., Lehmann, D.R. (1994). “Customer satisfaction, market share, and profitability: findings from Sweden,” Journal of Marketing, 58 (3), 53–67.
8. Anguelov, C.E., Hilgert, M.A., and Hogarth, J.M. (2004). “U.S. consumers and electronic banking,” 1995-2003. The Federal Reserve Board.
9. Auh, S., Simon J.B., Colin S.M., and Eric, S. (2007). “Co-Production and Customer Loyalty in Financial Services,” Journal of Retailing, 83 (3), 359–70.
10. Bagozzi, R.P., and Yi, Y. (1988). “On the Evaluation of Structural Equation
77
Models,” Journal of the Academy of Marketing Science, 16, 74-94.
11. Bandura, A. (1982). “Self-efficacy mechanism in human agency,” American Psychology, Vol. 37, pp. 122-147.
12. Bandura, A., Social Foundation of Thought and Action (Englewood Cliffs, N J, Prentice-Hall, 1986).
13. Bandura, A. (1997). Self-Efficacy. The Exercise of Control. New York: W. H. Freeman.
14. Banks in Vietnam, 2007, E-banking services in Vietnam.
15. Bateson, J. E. G. (1985). “Self-service consumer: An exploratory study,” Journal of Retailing, 61(3), pp. 49-76.
16. Bendapudi, N. and Robert, P.L. (2003). "Psychological Implications of Customer Participation in Coproduction," Journal of Marketing, 67 (January), 14-28.
17. Bentler, P. M. and Bonett, D. G. (1980). “Significance Tests and Goodness of Fit in the Analysis of Covariance Structures,” Psychological Bulletin, 88, pp. 588-606.
18. Beuningen, J., Ruyter, K., Wetzels, M., Streukens, S. (2009). “Customer Self-Efficacy in Technology-Based Self-Service,” Journal of Service Research, 11(4), pp. 407-428.
19. Bhimani, A. (1996). “Securing the commercial Internet”, Communications of the ACM, Vol. 39 Iss. 6, pp. 29 – 35.
20. Bitner, M.J., Brown, S.W., & Meuter, M.L. (2000). “Technology infusion in service encounters,” Journal of the Academy of Marketing Science, 28(1),138-149.
21. Bitner, M.J., Faranda, W.T., Hubbert, A.R., Zeithaml, V.A., 1997. “Customer contributions and roles in service delivery,” International Journal of Service Industry Management, Vol. 8 No. 3, pp. 193-205.
22. Blattbery, R.C., and Deighton, J. (1996). “Managing Marketing by the Customer Equity Test,” Harvard Business Review, 136-142.
23. Bohmstedt, G.W. (1970). “Reliability and validity assessment in attitude measurement,” in summers, G.F. (Ed.), Attitude Measurement, Rand-McNally, Chicago, IL, pp. 80-99.
24. Bollen (1989). “Structural Equations with Latent Variables,” A Willy-Interscience Publication.
25. Brislin, R.W. (1980). “Translation and Content Analysis of Oral and Written Materials,” in Handbook of Cross-Cultural Psychology, Vol. 2: Methodology, H.C. Triandis and J.W. Berry, eds. Boston: Allyn & Bacon, 389-444.
26. Carter, L. and Belanger, F. (2005). “The utilization of e-government services: Citizen trust, innovation and acceptance factors [Electronic Version],” Information Systems Journal, 15, 5-26.
27. Cermak, D.S.P., File, K.M., and Prince, R.A. (1994). “Customer Participation in Service Specification and Delivery,” Journal of Applied Business Research, 10 (2), 90-98.
28. Chan, K., Yim, B., and Lam, S. (2010). “Is Customer Participation in Value Creation a Double-Edged Sword? Evidence from Professional Financial Services Across Cultures,” Journal of Marketing, Vol. 74, pp. 48-64.
79
29. Chan, S. and Lu, M. (2004). "Understanding Internet Banking Adoption and Use Behavior: A Hong Kong Perspective,” Journal of Global Information Management, Vol. 12, Iss. 3, pp. 21-43.
30. Cheng, T., Lam, D., and Yeung, A. (2006). “Adoption of internet banking: an empirical study in Hong Kong,” Decision Support System, Vol. 42, No. 3, pp. 1558–72.
31. Chong, A., Ooi, K., Lin, B., and Tan, B. (2010). “Online banking adoption: an empirical analysis,” Emerald 28.
32. Cockburn, C. and Wilson, T.D., 1996. “Business use of the world-wide web”, International Journal of Information Management, Vol. 16, Iss. 2, pp. 83–102.
33. Cooper, D.R and Schindler, P.S (2003). Business Research Methods, 8th, McGraw-Hill Int’1 Enterprises Inc.
34. Craighead, C.W., Karwan, K.R., Miller, J.L. (2004). “The Effects of Severity of Failure and Customer Loyalty on Service Recovery Strategies,” Production and Operations Management, Vol. 13, Iss. 4, pp. 307–321.
35. Crede, A. (1995). “Electronic Commerce and the Banking Industry: The Requirement and Opportunities for New Payment Systems Using the Internet,” Journal of Computer-Mediated Communication, Vol.1, No.3
36. Csikszentmihalyi and Mihaly (1975). Beyond Boredom and Anxiety. San Francisco: Jossey-Bass.
37. Dabholkar, P.A. and Bagozzi, R.P. (2002). “An Attitudinal Model of Technology-Based Self-Service: Moderating Effects of Consumer Traits and Situational Factors,” Journal of the Academy of Marketing Science, 30, 184-201.
80
38. Dabholkar, P.A. (1996). “Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality,” International Journal of Research in Marketing, 13(1), pp. 29-51.
39. Daniel, E. (1999). “Provision of electronic banking in the UK and the Republic of Ireland,” The International Journal of Bank Marketing, 17(2), pp. 72-82.
40. Davis, F.D, Bagozzi, R.P, and Warshaw, P.R (1989). “User Acceptance of Computer Technology: A Comparison of Two Theoretical Models,” Management Science, Vol. 35, No. 8, pp. 982-1003.
41. Davis, F.D. (1989). “Perceived usefulness, perceived ease of use, and user acceptance of information technology,” MIS Quarterly, 13 (3), pp. 319-340.
42. Deci, Edward L. (1975). Intrinsic Motivation. New York: Plenum Publishing.
43. Deighton, J. (1996). “The Future of Interactive Marketing,” Harvard Business Review, 151-160.
44. Dierdorff, Erich C, Eric Surface, and Kenneth G. Brown (2010). "Frame-of-Reference Training Effectiveness: Effects of Goal Orientation and Self-Efficacy on Affective, Cognitive, Skill- Based, and Transfer Outcomes," Journal of Applied Psychology, 95 (6), 1181-91.
45. Doll, W.J., Hendrickson, A., and Deng, X. (1998). “Using Davis’s Perceived Usefulness and Ease-of-use Instruments for Decision Making: A Confirmatory and Multigroup,” Decision Sciences, Vol. 29, No. 4, pp. 839-869.
46. Doll, W.J., Xia, W., and Torkzadeh, G. (1994). “A confirmatory factor analysis of the end-user computing satisfaction instrument,” MIS Quarterly, Dec.P453.
47. Drennan, J., and Coll-Kennedy, J.R.M (2003). “The relationship betweenInternet use and perceived performance in retail and professional service firms,” Journal of Services Marketing, 17(3), 295-311.
48. Dwyer, F.R., Schurr, P.H., and Oh, S. (1987). “Developing Buyer-Seller Relationships”, Journal of Marketing, Vol. 51, No. 2, pp. 11-27.
49. Ennew, C.T. and Binks, M.R. (1999). “Impact of Participative Service Relationships on Quality, Satisfaction and Retention: An Exploratory Study,” Journal of Business Research, Vol. 46, Iss. 2, pp. 121–132.
50. Eriksson, K., Kerem, K., and Nilsson, D. (2005). “Customer acceptance of internet banking in Estonia”, International Journal of Bank Marketing, Vol. 23 Iss: 2, pp. 200 – 216.
51. Eze, U.C., Yaw, L.H., Manyeki, J.K., & Har, L.C. (2011). “Factors Affecting Internet Banking Adoption among Young Adults: Evidence from Malaysia,” International Conference on Social Science and Humanity, Vol.5, 377-381.
52. Folkes, V.S., 1988. “Recent attribution research in consumer behavior: A review and new directions,” Journal of Consumer Research, Vol. 14, No. 4, pp. 548-565.
53. Fornell, C. (1992). “A National Customer Satisfaction Barometer: The Swedish Experience”, Journal of Marketing, Vol. 56, No. 1, pp. 6-21.
54. Fornell, C., Larcker, D., 1981. “Structural equation models with unobservable variables and measurement error”, Journal of Marketing Research, Vol.18, No.1, pp.39-50.
55. Furst, K., William, W. L., and Daniel, E. N. (2000). “Internet Banking: Developments and Prospects”. Office of the Comptroller of the Currency
82
Economic and Policy Analysis Working Paper 2000-9.
56. Ganesan, S. (1994). “Determinants of long-term orientation in buyer-seller relationships,” Journal of Marketing, Vol. 58, pp. 1-19.
57. Gefen, D., 2000. “E-commerce: The Role of Familiarity and Trust,” Omega (28:6), pp. 725-737.
58. Geyskens, I., Steenkamp, J.B.E.M., Kumar, N. (1999). “A meta-analysis of satisfaction in marketing channel relationships,” Journal of Marketing Research, Vol. 16, pp. 221-238.
59. Gist, M.E. and Mitchell, T.B. (1992). “Self-efficacy: a theoretical analysis of its determinants and malleability”, Academy of Management Review, Vol. 17, pp. 183-211.
60. Griffin, J. (1996). "The Internet''s expanding role in building customer loyalty", Direct Marketing, Vol. 59 No.7, pp.50-3.
61. Gu, J.C., Lee, S.C., and Suh, Y.H., 2009. “Determinants of behavioral intention to mobile banking,” Expert Systems with Applications, Vol. 36, No. 9, pp. 11605-11616.
62. Guieford, J.P. (1965). “A Service Quality Model and Its Marketing Implications,” European Journal of Marketing, 18, 36-44.
63. Guriting, P. and Ndubisi, N.O. (2006). "Borneo online banking: evaluating customer perceptions and behavioral intention", Management Research News, Vol. 29 Iss: 1 pp. 6 – 15.
64. Hair, J., Black, W., Babin, B., Anderson, R., and Tatham, R. (2006). Multivariate Data Analysis, (6th ed). Pearson Prentice Hall, Upper Saddle River,
83
New Jersey.
65. Hair, J.F. Jr., Anderson, R.E., Tatham, R.L., Black, W.C., (1998). Multivariate Data Analysis (5th ed.), Englewood Cliffs, NJ：Prentice-Hall.
66. Hanudin, A. (2007). “Internet Banking Adoption Among Young Intellectuals,” Journal of Internet Banking and Commerce, Vol. 12, No. 3, pp. 1-13.
67. Hart, C. W. (1999). “Technology is Making it Feasible to Reach that Market of One. Make Sure You’re the First Mover,” Marketing Management, 5(3), 10-16.
68. Hendrickson, A. R., Massey, P. D., and Cronan, T. P. (1993). “On the Test-Retest Reliability of Perceived Usefulness and Perceived Ease of Use Scales.” MIS Quarterly, Volume 17, Number 2, pp. 227-230.
69. Hernandez, J.S.C. and Mazzon, J.A. (2007). "Adoption of internet banking: proposition and implementation of an integrated methodology approach", International Journal of Bank Marketing, Vol. 25 Iss: 2, pp.72 – 88.
70. Heskett, J.L., Sasser, W.E., Schlesinger, L.A. (1997). “The service profit chain: How leading companies link profit and growth to loyalty, satisfaction, and value.”
71. Higie, R.A. and Feick, L.F. (1989). “Enduring Involvement: Conceptual and Measurement Issues”, Advances in Consumer Research, Vol. 16, pp. 690-696.
72. Hill, T., Smith, N.D., and Mann, M.F. (1987). “Role of efficacy expectations in predicting the decision to use advanced technologies: The case of computers,” Journal of Applied Psychology, Vol. 72, No. 2, 307-313.
73. Howcroft, B., Hamilton, R., and Hewer, P. (2002). "Consumer attitude and the usage and adoption of home-based banking in the United Kingdom",International Journal of Bank Marketing, Vol. 20 Iss: 3, pp.111 – 121.
74. Hu, L. and Bentler, P. M. (1999). “Cutoff criteria for fit indexes in covariance”, Structural Equation Modeling, 6 (1), 1-55.
75. Hubbert, A.R., Sehorn, A.G., and Brown, S.W. (1995). "Service expectations: the consumer versus the provider", International Journal of Service Industry Management, Vol. 6 Iss: 1, pp.6 – 21.
76. Jackson, C.M., Chow, S., and Leitch, R.A. (1997). “Toward an Understanding of the Behavioral Intention to Use an Information System,” Decision Sciences, Vol. 28 No. 2, pp. 357-389.
77. Jamal A, Kamal N (2004). "Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking", International Journal of Banking Marketing, 20(4): 146-160.
78. Jaruwachirathanakul B. and Fink, D., 2005. “Internet banking adoption strategies for a developing country: the case of Thailand,” Internet Research, 15 (3): 295-311.
79. Jex, Steve and Paul Bliese (1999). "Efficacy Beliefs as a Moderator of the Impact of Work-Related Stressors: A Multilevel Study," Journal of Applied Psychology, 84 (3), 349-61.
80. Johnson, M.D. and Fornell, C. (1991). “A framework for comparing customer satisfaction across individuals and product categories,” Journal of Economic Psychology, Vol. 12, Iss. 2, pp. 267–286.
81. Karahanna, E., Agarwal R., and Angst, C.M. (2006). “Reconceptualizing Compatibility Beliefs in Technology Acceptance Research,” MIS Quarterly, Vol.
85
30, No. 4, pp. 781-804.
82. Karjaluoto, H. Mattila, M., and Pento, T. (2002). “Consumer beliefs and reactions to a new delivery channel,” Journal of Financial Services Marketing. 6(4), pp.346-361.
83. Kesti, M., Ristola, A., Karjaluoto, H., & Koivumaki, T. (2004). “Tracking consumer intentions to use mobile services: empirical evidence from a field trial in Finland,” E-Business Review, IV, 2004.
84. Kim, B. M., Widdows, R. and Yilmazer, T. (2005). “The Determinants of Consumers‟ Adoption of Internet Banking,” Proceedings of the Consumer Behavior and Payment Choice 2005 Conference, Boston, MA.
85. Klein, L.R. and Quelch, J.A. (1997). “Business-to-business market making on the Internet,” International Marketing Review, Vol. 14 Iss: 5, pp.345 – 361.
86. Laforet, S. and Xiaoyan Li (2005). “Consumers'' attitudes towards online and mobile banking in China,” International Journal of Bank Marketing, Vol. 23 Iss: 5, pp. 362 – 380.
87. Lai, V.S. and Li H. (2005). “Technology acceptance model for internet banking: an invariance analysis,” Information Management; 42(2):373–86.
88. Laurent, G. and Kapferer, J.N. (1985). “Measuring Consumer Involvement Profiles,” Journal of Marketing Research, Vol. 22, No. 1, pp. 41-53.
89. Liao, Z. and Cheung, M.T. (2002). “Internet-based e-banking and consumer attitudes: an empirical study,” Information & Management, 39(4), pp. 283–295.
90. Lidsky, D. (1999). “Getting Better all the Time: Electronic Commerce Sites,” PC Magazine, October, 98.
86
91. Lu, J., Yu, C., Liu, C., & Yao, J.E. (2003). “Technology acceptance model for wireless Internet,” Internet Research, Vol. 13 Iss: 3, pp.206 – 222.
92. Canniere, M.H, Pelsmacker, P., and Geuens, M. (2009). “Relationship quality and the theory of planned behavior models of behavioral intentions and purchase behavior,” Journal of Business Research, 62, pp. 82–92.
93. Mathieson, K. (1991). “Predicting User Intentions: Comparing the Technology Acceptance Model with the Theory of Planned Behavior,” Information Systems Research, Vol. 2 No. 3, pp. 173-191.
94. May, D.R., Catherine E.S, Kendra, R., and Paul, P. (1997). “Employee Reactions to Ergonomic Job Design: The Moderating Effects of Health Locus of Control and Self- Efficacy,” Journal of Occupational Health Psychology, 2(1), 11-24.
95. McKee, D., Simmers, C.S., and Licata, J. (2006). “Customer Self-Efficacy and Response to Service,” Journal of Service Research, 8(3), 207-220.
96. Meuter, M.L., Bitner, M.J., Ostrom, A.L., and Brown, S.W. (2005). “Choosing Among Alternative Service Delivery Models: An Investigation of Customer Trial of Self- Service Technologies,” Journal of Marketing, Vol. 69, 61-83.
97. Mittal, V. and Kamakura, W.A. (2001). “Satisfaction, repurchase intent, and repurchase behavior: investigating the moderating effect of customer characteristics,” Journal of Marketing Research, Vol. 38, pp. 131-142.
98. Mittal, V., Ross, W.T., Jr., and Baldasare, P.M. (1998). “The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions,” The Journal of Marketing, Vol. 62, pp. 33-47.
87
99. Mols, N.P. (2000). “The internet and services marketing – the case of Danish retail banking,” Internet Research: Electronic Networking Applications and Policy, 10(1), 7-18.
100. Moon, J., and Kim, Y. (2001). “Extending the TAM for a World-Wide-Web context,” Information and Management, 38(4), 217–230.
101. Muniruddeen, L. (2007). “An Examination of Individual’s Perceived Security and Privacy of the Internet in Malaysia and the Influence of This on Their Intention to Use E-Commerce: Using An Extension of the Technology Acceptance Model,” Journal of Internet Banking and Commerce, Vol. 12, No.3.
102. Nehmzow, C. (1997). “The Internet will Shake Banking Medieval Foundations,” Journal of Internet Banking and Commerce, Vol.2, No.2.
103. Nunnally, J. C. (1978). Psychometric Theory, New York: McGraw-Hill.
104. Oliver, R. L. (1999). “Whence Customer Loyalty,” Journal of Marketing, Vol. 63, 33-44.
105. Oliver, R.L. (1993). “Cognitive, affective, and attribute bases of the satisfaction response,” Journal of Consumer Research, 20 (3), 418–431.
106. Oliver, R.L. and Swan, J.E. (1989). “Equity and Disconfirmation Perceptions as Influences on Merchant and Product Satisfaction,” Journal of Consumer Research, Vol. 16, No. 3, pp. 372-383.
107. Ooi, S. (1999). “Surge in E-commerce Transactions,” SME IT Guid, p.6
108. Ougkasuwan, M. (2002). “A comparative study of Internet Banking in Thailand”. Unpublished dissertation. M COM. Asian University of Science and Technology.109. Parasuraman, A., Zeithaml, V. and Berry, L. (1994). “Reassessment of expectations as a comparison standard in measuring service quality: implications for further research”, Journal of Marketing, Vol. 58 No. 1, pp. 111-24.
110. Pikkarainen, T., Pijjarainen, K., Karjaluoto, H., Pahnila, S. (2004). “Consumer acceptance of online banking: an extension of the technology acceptance model,” Internet Research, 14(3), 224–35.
111. Pin Luarn and Lin, H.H, 2005. “Toward an understanding of the behavioral intention to use mobile banking,” Computers in Human Behavior, 21, 873–891.
112. Pinquart, M., Silbereisen, R.K., and Juang, L.P. (2004). “Moderating effects of adolescents'' self-efficacy beliefs on psychological responses to social change,” Journal of Adolescent Research, 19 (3), 340-59.
113. Polatoglu, V.N. and Ekin, S., 2001. “An Empirical Investigation of the Turkish Consumers Acceptance of Internet Banking Services,” International Journal of Bank Marketing, 19(4), 156-165.
114. Poleretzky, Z. (1999). “The Call Center & E-commerce Convergence,” Call Center Solutions, 7(17), (January), 76.
115. Rao, S. and Troshani, I. (2007). “A Conceptual Framework and Propositions for the Acceptance of Mobile Services”, Journal of Theoretical and Applied Electronic Commerce Research, Vol. 2 Iss. 2, pp. 61 – 73.
116. Rayport, J.F. and Sviokla, J.J. (1995). “Exploiting the virtual value chain”, Harvard Business Review, 73(6), 75-85.
117. Reichheld, F.F. and Schefter, P. (2000). “E-loyalty: your secret weapon on the web”, Harvard Business Review, 105-113.
89
118. Roberts, K., Varki, S., and Brodie, R. (2003). "Measuring the quality of relationships in consumer services: an empirical study", European Journal of Marketing, Vol. 37 Iss: 1, pp. 169 – 196.
119. Rodgers, W., Negash, S., and Suk, K., 2005. “The moderating effect of on-line experience on the antecedents and consequences of online satisfaction,” Psychology & Marketing, 22 (4), 313–331.
120. Rust, R.T., Zahorik, A.J., Keiningham, T.L. (1995). “Return on quality ROQ: making service quality financially accountable,” Journal of Marketing, 59 (2), 58–70.
121. Sathye, M. (1999). “Adoption of internet banking by Australian consumer: an empirical investigation,” International Journal of Bank Marketing, 17 (7), 324–334.
122. Schillewaert, N., Ahearne, M.J., Frambach, R.T., and Moenaert, R.K. (2005). “The adoption of information technology in the sales force”, Industrial Marketing Management, Vol. 34, Iss. 4, pp. 323–336.
123. Slama, M.E. and Tashchian, A. (1985). “Selected Socioeconomic and Demographic Characteristics Associated with Purchasing Involvement,” Journal of Marketing, Vol. 49, No. 1, pp. 72-82.
124. Solomon, M. R., Surprenant, C., Czepiel, J. A., and Gutman, E. G., 1985. “A Role Theory Perspective on Dyadic Interactions: The Service Encounter,” Journal of Marketing, Vol. 49, pp. 99–111.
125. Spreng, R.A., Scott, B.M., Richard, W.O. (1996). “A re-examination of the determinants of consumer satisfaction”, Journal of Marketing, 60(3): 15-32.
90
126. Srinivasan, S.S., Anderson, R., and Ponnavolu, K. (2007). "Customer loyalty in e-commerce: an exploration of its antecedents and consequences", Journal of Retailing, 78(1): 41-50.
127. Stank, T.P., Goldsby, T.J., and Vickery, S.K. (1999). “Effect of service supplier performance on satisfaction and loyalty of store managers in the fast food industry,” Journal of Operations Management, 17( 4), pp. 429–447.
128. Swan, J.E. and Oliver, R.L. (1991). “An Applied Analysis of Buyer Equity Perceptions and Satisfaction with Automobile Salespeople,” The Journal of Personal Selling and Sales Management, Vol. 11, No. 2, pp. 15-26.
129. Tan, T. and Teo, M. (2000). “Factors influencing the adoption of internet banking,” Journal of the Association of Information Systems, Vol. 1, Article 5.
130. Tax, S.S, Brown, S.W., and Chandrashekaran, M. (1998). “Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,” Journal of Marketing, Vol. 62, No. 2, pp. 60-76.
131. Thaibaut, J.W., Kelly, H.H. (1959). The Social Psychology of Groups. Wiley and Sons Inc., New York, NY.
132. Tse D., Wilton P. (1998). “Models of consumer satisfaction formation: an extension,” Journal of Marketing Response, 25(2): 204-212.
133. Vainio, H.M. “Factors influencing corporate customers’ acceptance of Internet banking: Case of Scandinavian trade finance,” Unpublished M.Sc. Thesis in Accounting, The Swedish School of Economics and Business Administration, 2006.
134. Beuningen, J.V., Ruyter, K., Wetzels, M., and Streuken, S. (2009). “Customer
91
Self-Efficacy in Technology-Based Self-Service, Assessing Between- and Within-Person Differences,” Journal of Service Research, 11 (4), 407-428.
135. Wang, J.H. (2002). “The function of Internet”. (Online). Available at: http://www.scagri.gov.cn/b10025.txt. Accessed on 2005-03-11. Accessed on 2004-05-23.
136. Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). “Determinants of user acceptance of internet banking: An empirical study,” International Journal of Service Industry Management, 14(5), 501–519.
137. Wangenheim, F.V. (2003). “Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context,” Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16 (2), 145–156.
138. Xie, C., Bagozzi, R.P., and Troye, S.V. (2008). "Trying to Prosume: Toward a Theory of Consumers as Co- Creators of Value," Journal of the Academy of Marketing Science, 36 (1), 109-122.
139. Yang, Z., Jun, M., and Peterson, R.T. (2004). “Measuring customer perceived online service quality: scale development and managerial implications”, International Journal of Operations & Production Management, Vol. 24 No. 11, pp. 1149-74.
140. Yi, M.I., Jackson, J.D., Park, J.S., and Probst, J.C. (2006). “Understanding information technology acceptance by individual professionals: Toward an integrative view”, Information & Management, Vol. 43, Iss. 3, pp. 350–363.
141. Yim, B., Chan, K., and Lam, S. (2012). “Do Customers and Employees EnjoyService Participation? Synergistic Effects of Self- and Other-Efficacy,” Journal of Marketing, Vol. 76, pp. 121-140.
142. Yoon, C. (2010). “Antecedents of customer satisfaction with online banking in China: The effects of experience”. Computers in Human Behavior, 26, pp. 1296–1304.
143. Yousafzai, S.Y., Foxall, G.R., and Pallister, J.G. (2007), “Technology acceptance: a meta-analysis of the TAM: Part 1”, Journal of Modeling in Management, Vol. 2 Iss: 3, pp.251 – 280.
144. Chen, Y.H. and Barnes, S. (2007). “Initial trust and online buyer behavior”, Industrial Management & Data Systems, Vol. 107 Iss: 1, pp.21 – 36.
145. Zeithaml, V.A., Berry L.L., and Parasuraman, A. (1996). “The Behavioral Consequences of Service Quality.” Journal of Marketing, 60: 31-46.