Advanced
Please use this identifier to cite or link to this item: https://digital.lib.ueh.edu.vn/handle/UEH/55248
Full metadata record
DC FieldValueLanguage
dc.contributor.authorLe Van Huy-
dc.contributor.otherPham Dinh Tuyen-
dc.date.accessioned2017-09-14T11:02:19Z-
dc.date.available2017-09-14T11:02:19Z-
dc.date.issued2015-
dc.identifier.issn1859 -1124-
dc.identifier.urihttp://digital.lib.ueh.edu.vn/handle/UEH/55248-
dc.identifier.urihttp://jabes.ueh.edu.vn/Home/SearchArticle?article_Id=90783124-29d7-402b-a16a-4ebcd8a199d5-
dc.description.abstractRecently, together with the development of information technology, banks have found and put into use more and more channels to deal with their customers, and one of them is the provision of websites to satisfy customers’ need. That is the reason why customer satisfaction in e-banking services is an important challenge to all banks. This study aims to identify the effects of website quality on customer satisfaction, which in turn affects their loyalty toward the banks. For this purpose website quality dimensions, including information quality, navigation, response time, visual appeal, interactivity, security, and innovativeness, are tested by applying regression to the analyses. Additionally, all the data for this research, collected from banking customers through the questionnaires, allow such dimensions as information quality, interactivity, security, and innovativeness to be explored as having contributed significantly to customer satisfaction, which leads to their loyalty to the banks.-
dc.formatPortable Document Format (PDF)-
dc.publisherTrường Đại học Kinh tế Tp. Hồ Chí Minh-
dc.relation.ispartofJournal of Economic Development-
dc.relation.ispartofseriesJED, Vol.22(3)-
dc.subjectWebsite quality-
dc.subjectSatisfaction-
dc.subjectLoyalty-
dc.subjectInteractivity-
dc.subjectInnovativeness-
dc.titleThe relationship among website quality, consumer satisfaction, and loyalty in Vietnamese banking sector-
dc.typeJournal Article-
dc.relation.referenceAnderson, E.W., & Mary, W. S. (1993). The antecedents and consequences of customersatisfaction. Marketing Science, 12(Spring), 125–143.-
dc.relation.referenceAnderson, E.W., & Mittal, V. (2000). Strengthening the satisfaction–profit chain. Journal of Service Research, 3(2), 107–120.-
dc.relation.referenceBagozzi, R.(1992). The self-regulation of attitudes, intentions, and behavior. Social Psychology Quarterly, 55(2), 178–204.-
dc.relation.referenceBarnes, S.,& Vidgen, R. (2002). An integrative approach to the assessment ofe-commerce quality. Journal of ElectronicCommerce Research, 3(3), 114–127.-
dc.relation.referenceBarwise, P.,& Farley, J. U. (2005). The state of interactive marketing in sevencountries: Interactive marketing comes of age. Journal of Interactive Marketing, 19(3), 67–80.-
dc.relation.referenceBitner, M. J.(1990). Evaluating service encounters: The effects of physical surroundings andemployee responses. Journal of Marketing,54(2), 69–82.-
dc.relation.referenceBowen, J. T.,& Chen, S. (2001). The relationship between customer loyalty and customersatisfaction. International Journal ofContemporary Hospitality Management, 13(5),213–217.-
dc.relation.referenceBrynjolfsson, E., & Smith, M. D. (2000). Frictionless commerce? Acomparison of Internet and conventional retailers. Management Science, 46,563–585.-
dc.relation.referenceCai, L., Card,J. A., & Cole, S. T. (2004). Content delivery performance of world widewebsites of US tour operators focusing on destinations in China. Tourism Management, 25(2), 219–227.-
dc.relation.referenceCao, M.,Zhang, Q., & Seydel, J. (2005). B2C e-commerce website quality: Anempirical examination. Industrial Management & Data Systems, 105(5), 645–661. doi: 10.1108/17566690911004203-
dc.relation.referenceCastaneda, J.A., Rodriguez, M. A., & Luque, T. (2009). Attitudes’ hierarchy of effectsin online user behavior. Online Information Review, 33(1), 7–21.-
dc.relation.referenceChen, J.,& Dibb, S. (2010). Consumer trust in the online retail context: Exploringthe antecedents and consequences. Psychology& Marketing, 27(4), 323–346.-
dc.relation.referenceClyde, M.(2000). Model uncertainty and health effect studies for particulate matter. Environmetrics, 11(6), 745–763.-
dc.relation.referenceCyr, D., Head,M., & Larios, H. (2010). Colour appeal in website design within and acrosscultures: A multi-method evaluation. InternationalJournal of Human-Computer Studies, 68(1-2),1–21.-
dc.relation.referenceDevaraj, S.,Fan, M., & Kohli, R. (2002). Antecedents of B2C channel satisfaction andpreference: Validating e-commerce metrics. Information SystemsResearch, 13(3), 316–334.-
dc.relation.referenceEagly, A. H.,& Chaiken, S. (1993). The psychologyof attitudes. Fort Worth, TX: Harcourt Brace Jovanovich.-
dc.relation.referenceEhigie, B. O.(2006). Correlates of customer loyalty to their bank: A case study in Nigeria. International Journal of Bank Marketing,24(7), 494–508.-
dc.relation.referenceGao, X.(2013). The influence of mobile website quality on consumersatisfaction and behavior (MSThesis). NE: University of Nebraska-Lincoln.-
dc.relation.referenceHaque, A.,Khatibi, A., & Al Mahmud, S. (2009). Factors determinate customer shopping behavior through Internet: TheMalaysian case. Australian Journalof Basic and Applied Science, 3(4),3452–3463.-
dc.relation.referenceHo, C., &Lee, Y. (2007). The development of an e-travel service quality scale. Tourism Management, 28, 1434–1449.-
dc.relation.referenceHoffman, D.L., & Novak, T. P. (1996). Marketing in hypermedia computer mediatedenvironments: Conceptual foundations. Journal of Marketing, 60, 50–68.-
dc.relation.referenceJalvagi, R. R., & Moberg, C. R. (1997).Service loyalty: Implications for service providers. Journal of Marketing, 11(3),165–179.-
dc.relation.referenceKim, H., &Niehm, L. S. (2003). The impact of website quality on information quality,value, and loyalty intentions in apparel retailing. Journal of Interactive Marketing, 23(3), 221–233.-
dc.relation.referenceKim, S., &Stoel, L. (2004). Dimensional hierarchy of retail website quality. Information & Management, 41(5), 619–633.-
dc.relation.referenceKim, S., Shaw,T., & Schneider, H. (2003). Website design benchmarking within industrygroups. Internet Research: ElectronicNetworking Applications and Policy, 13(1),17–26.-
dc.relation.referenceKim, W., &Lee, H. Y. (2004). Comparison of web service quality between online travelagencies and online travel suppliers. Journalof Travel & Tourism Marketing, 17(2/3),105–116.-
dc.relation.referenceKim, W. J.,Ma, X., & Kim, D. J. (2006). Determinants of Chinese hotel customers’e-satisfaction and purchase intentions. TourismManagement, 27(5), 890–900.-
dc.relation.referenceLam, R., &Burton, S. (2006). SME banking loyalty (and disloyalty): A qualitative study inHong Kong. International Journal of Bank Marketing, 24(1), 37–52.-
dc.relation.referenceLe, V. H.,& Truong, T. T. A. (2012). Researchmethods in business (in Vietnamese). Hanoi, Vietnam: Finance Publishing House.-
dc.relation.referenceLee, G.G., & Lin, H. F. (2005). Customer perceptions of E-service quality inonline shopping. International Journal of Retail & DistributionManagement, 33(2), 161–176.-
dc.relation.referenceLimayem, A.,Hillier, M., & Vogel, D. (2003). Sophistication of online tourism websitesin Hong Kong: An exploratory study. In Proceedingsof the 2003 Americas Conference onInformationSystems (AMCIS, 4–6 August). Tampa, Florida, US.-
dc.relation.referenceLiu, C., &Arnett, K. P. (2000). Exploring the factors associated with website success inthe context of electronic commerce. Informationand Management, 38(1), 23–33.-
dc.relation.referenceLoiacono, E.,Watson, R., & Goodhue, D. (2002). WebQual: A measure of website quality. InK. Evans & L. Scheer (eds.), Marketingeducators’ conference: Marketing theory and applications, 13, 432–437.-
dc.relation.referenceLuo, X., &Seyedian, M. (2004). Contextual marketing and customer-orientation strategy fore-commerce: an empirical analysis. InternationalJournal of Electronic Commerce, 8(2),95–118.-
dc.relation.referenceLymperopoulos, C., Chaniotakis, I. E.,& Soureli, M. (2006). The importance of service quality in bank selectionfor mortgage loans. Managing Service Quality, 16(4), 365–379.-
dc.relation.referenceMadu, C. N.,& Madu, A. A. (2002). Dimensions of e-quality. International Journal of Quality & Reliability Management, 19(3), 246–258.-
dc.relation.referenceMcKnight, D.H., & Chervany, N. L. (2002). What trust means in e-commerce customerrelationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35–59.-
dc.relation.referenceMei, C.,Qingyu, Z., & John, S. (2005). B2C e‐commerce website quality: Anempirical examination. IndustrialManagement & Data Systems, 105(5),645–661.-
dc.relation.referenceMiranda, F.J., & Bañegil, T. M. (2004). Quantitative evaluation of commercialwebsites: An empirical study of Spanish firms. International Journal of Information Management, 24(4), 313–318.-
dc.relation.referenceMiranda, F.J., Cortés, R., & Barriuso, C. (2006). Quantitative evaluation of e-bankingwebsites: An empirical study of Spanish banks. The Electronic Journal Information Systems Evaluation, 9(2), 73–82.-
dc.relation.referenceNua InternetSurveys. (2002). Nielsen Netratings:Worldwide Internet populations grows slightly. New York, NY: NielsenNetratings.-
dc.relation.referenceOliver, R. L.(1999). Whence consumer loyalty? Journalof Marketing, 63(1), 33–44.-
dc.relation.referenceOuellet, J.F. (2008). Brand innovativeness and its effects on consumer responses to brandsand innovations (Working Paper). HECMontreal.-
dc.relation.referencePanda, T. K. (2003). Creating customerlifetime value through effective CRM in financial services industry. Journalof Services Research, 2(2), 157–171.-
dc.relation.referenceParasuraman,A., Berry, L. L., & Zeithaml, V. A. (1988). SERVQUAL: A multi-item scalefor measuring consumer perceptions of the service quality. Journal ofRetailing, 64(1), 12–40.-
dc.relation.referenceParasuraman,A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment ofthe SERVQUAL scale. Journal of Retailing,67(4), 420–450.-
dc.relation.referencePark, C. H.,& Kim, Y. G. (2003). Identifying key factors affecting consumer purchasebehavior in an online shopping context. InternationalJournal of Retail & Distribution Management, 31(1), 16–29.-
dc.relation.referencePatterson, M., West, M., Lawthom, R., &Nickell, S. (1997). Impact of peoplemanagement practices on business performance. London: Institute ofPersonnel and Development.-
dc.relation.referencePeterson, R.A., Balasubramanian, S., & Bonnenberg, B. J. (1997). Exploring theimplications of the Internet for consumer marketing. Journal of the Academy of Marketing Science, 25(4), 329–346.-
dc.relation.referencePolites, G.L., Williams, C. K., Karahanna, E., Seligman, L., Elena, K., & Larry, S.(2012). A theoretical framework for consumer e-satisfaction and sitestickiness: An evaluation in the context of online hotel reservations. Journalof Organizational Computing and Electronic Commerce, 22(1), 1–37.-
dc.relation.referenceRafaeli, S.(1988). Interactivity: From new media to communication. In R. P. Hawkins, J. M.Wiemann & S. Pingree (eds.), Sageannual review of communication research: Advancing communication science:Merging mass and interpersonal processes, 16 (pp. 110–134). Beverly Hills:Sage.-
dc.relation.referenceRichard, M. O.(2005). Modeling the impact of internet atmospherics on surfer behavior. Journal of Business Research, 58(12), 1632–1642.-
dc.relation.referenceSimon, S. J.(2001). The impact of culture and gender on websites: An empirical study. TheData Base for Advances in Information Systems, 32(1), 18–37.-
dc.relation.referenceSmith, B. A.,& Merchant, E. J. (2001). Designing an attractive website: Variables ofimportance. Proceedings of the 32ndAnnual Conference of the Decision Sciences Institute, San Francisco, CA.-
dc.relation.referenceSrinivasan, S.S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce:An exploration of its antecedents and consequences. Journal of Retailing, 78(1),41–50.-
dc.relation.referenceSurjadjaja,H., Ghosh, S., & Antony, J. (2003). Determining and assessing thedeterminants of e-service operations. ManagingService Quality, 13(1), 39–53.-
dc.relation.referenceSyahrul, N.J., & Sidi, J. (2005). Improving product display of e-commerce websitethrough aesthetics, attractiveness, and interactivity. Proceedings of the 4th International Conference on IT in Asia, CITA2005, Kuching, Sarawak, Malaysia. 23–27.-
dc.relation.referenceSzymanski, D.M., & Hise, R. T. (2000). E-satisfaction: An initial examination. Journal of retailing, 76(3), 309–322.-
dc.relation.referenceVerhagen, T.,& van Dolen, W. (2009). Online purchase intentions: A multi-channel storeimage perspective. Information &Management, 46, 77–82.-
dc.relation.referenceWeinberg, B.D. (2000). Don’t keep your Internet customers waiting too long at the (virtual)front door. Journal of InteractiveMarketing, 14(1), 30–39.-
dc.relation.referenceYang, Z., Cai,S., Zhou, Z., & Zhou, N. (2005). Development and validation of aninstrument to measure user perceived service quality of information presentingWeb portals. Information & Management,42(4), 575–589.-
dc.relation.referenceYoo, B., &Donthu, N. (2001). Developing a scale to measure perceived quality of anInternet shopping site (SITEQUAL). QuarterlyJournal of Electronic Commerce, 2(1),31–46.-
dc.relation.referenceZhao, M.,& Dholakia, R. R. (2009). A multi-attribute model of website interactivityand customer satisfaction. An application of the Kano model. Journal of Service Theory and Practice, 19(3), 286–307.-
dc.identifier.doihttp://doi.org/10.24311/jed/2015.22.3.03-
dc.format.firstpage81-
dc.format.lastpage101-
item.cerifentitytypePublications-
item.fulltextOnly abstracts-
item.grantfulltextnone-
item.openairecristypehttp://purl.org/coar/resource_type/c_18cf-
item.openairetypeJournal Article-
Appears in Collections:JABES in English
Show simple item record

Google ScholarTM

Check

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.