الف. منابع فارسی
- بشیری، مهدی؛ سرداری، احمد و جنیدی، مهدی (1389)، «بررسی اثر اعتماد مشتریان شهر تهران بر پذیرش بانکداری اینترنتی بر پایه مدل TAM»، فصلنامه راهبردهای بازرگانی، 41 (1): 461-443.
- خانلری لاریمی، مریم (1390)، «بررسی عوامل اثرگذار بر پذیرش و استفاده دانشجویان دانشگاه تهران از خدمات بانکداری اینترنتی»، پایاننامه کارشناسی ارشد، دانشگاه تهران.
- رجبی میان دره، علیاکبر (1390)، «بررسی عوامل مؤثر و موانع وفاداری الکترونیکی مشتریان به خدمات بانکداری الکترونیکی در بانکهای خصوصی استان گلستان»، پایاننامه کارشناسی ارشد، دانشگاه پیام نور مرکز مازندران.
- لنگرودی، آرزو (1391)، «پذیرش بانکداری الکترونیکی توسط مشتریان ایرانی»، پایاننامه کارشناسی ارشد، دانشگاه تربیت مدرس.
ب. منابع انگلیسی
- Al-Hawari, M.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, 28(7), 538-546.
- Audrain-Pontevia, A. F., N’Goala, G., & Poncin, I. (2013). A good deal online: The impacts of acquisition and transaction value on E-satisfaction and E-loyalty. Journal of Retailing and Consumer Services, 20(5), 445-452.
- Baolin, A.(2010). Building Relationship with Costomers by Using Technological Solutions in Commerical Banks of Latvia.Baltic. Journal of Management. 10(1): 24–33.
- Beerli, A., Martin, J.D., & Quintana, A.(2004). A model of customer loyalty in the retail banking market.Eouropean. Journal of Marketing. 38(2/1): 253–275.
- Berton, H., Hammerschmidt, M., & Falk,T.(2005). Measuring the quality of e-banking portals. International Journal of Bank Marketing. 23(2): 153–175.
- Casalo, L.V., Cinero, J., Flavian, C., & Guinaliu, M.(2012). Determines of Success in Open Source Software Networks. Industrial Management & Data systems. 109(4): 532–549.
- Chamitza, J.A.(2000). Investigating Drivers of Bank Loyalty:The Complex Relationship Between Image, Service Quality and Satisfaction. International Journal of Bank Marketing. 16(7): 267–286.
- Findhal, O. (2008). The Internet in Sweden 2007. [Online] World Internet Institute. Availabale athttp//www.worldinternetproject.net.
- Flavian, C., & Guinaliu, M.(2006). Consumer Trust ,Percieved Security and Privacy Policy: Three Bacic Elements of Loyalty to a Website. Industrial Management & Data System. 106(5): 601–620.
- Forsythe, L., & Shi, C.(2007). The Role of Security,Privacy, Useability and Reputation in the Development of Online Banking. Online Information Review. 31(5): 589–603.
- Gerrard, J., Liljander, V., Pura, M., & Van Riel, A.(2007). Customer loyalty to content-based Web sites: the case of an online health care service. Journal of Services Marketing. 18(3): 86–175.
- Ghali, Z. (2021). Motives of customers’e-loyalty towards e-banking services: a study in Saudi Arabia. Journal of Decision Systems, 1-22.
- Golshahi, B. & Zarei, A. (2016). Identifying the role of extrovert marketing capability on new product development performance: The modifying role of structure based customer, New Marketing Research Journal, 6(3): 109-126.
- Gommans, M., Krish, S.K., & Katrin, B.S.(2005). From Brand Loyalty to E-Loyalty: A conceptual Framework. Journal of Economic and Social Resaerch. 3(1): 43–58.
- Gommesson, C.(2002). Service management and Marketing. Chichester: John Whiley and Sons.
- Gracia, D. B., Ariño, L. V. C., & Blasco, M. G. (2015). The effect of culture in forming e-loyalty intentions: A cross-cultural analysis between Argentina and Spain. BRQ Business Research Quarterly, 18(4), 275-292.
- Kassim, N.M., Abdulla, A.(2007). The Influence of Attraction on Internet Banking: An Extension to The Trust-Relationship Commitment Model. International Journal of Bank Marketing. 24(6): 424–442.
- Larson, S.S.(2006). E-Satisfaction and E-Loyalty :A Contingency Framework. Journal of Psychology & Marketing. 20(2): 123–138.
- Lewis, B., & Soureli, M.(2006). The Anteedents of Consumer Loyalty in Retail Banking. Journal of Consumer Behaviour,[Online]. 5(1): 15–31.
- Munen, C., & Milaor, S.(2009). Can Banks Improve Customer Relationships with High Quality Online Services.?. Managing Service Quality.[Online]. 17(4): 404–427.
- Nguyen-Phuoc, D. Q., Oviedo-Trespalacios, O., Vo, N. S., Le, P. T., & Van Nguyen, T. (2021). How does perceived risk affect passenger satisfaction and loyalty towards ride-sourcing services?. Transportation Research Part D: Transport and Environment, 97, 102921.
- Oliver, R.L.(2000). Whence consumer loyalty?. Journal of Marketing. 63(2): 33–44.
- Reichheld, F.F., & Schefter, P.(2003). E-loyalty:your secret weapon on the web. Havard Business Review(July-August). 13(3): 105–113.
- Rexha Nexhmi, N.(2011). The Impact Of The Relational Plan On Adoption Of Electronic Banking. journal of services marketing. 15(5): 421–437.
- Ribbink, D., Van Riel, A., Liljander V., & Streukens, S.(2004). Comfort your Online Customer: Quality, Trust and Loyalty on the Internet. Managing Service Quality, [Online]. 14(6): 446–457.
- Rodgers, Y.(2006). E-loyalty :Companies Secret Weapon on the Web. Master's Thesis, Lulea University of Technology.
- Sasono, i., Jubaedi, a. D., Novitasari, d., Wiyono, n., Riyanto, r., Oktabrianto, o., ... & Waruwu, H. (2021). The impact of e-service quality and satisfaction on customer loyalty: Empirical evidence from Internet banking users in Indonesia. The Journal of Asian Finance, Economics and Business, 8(4), 465-473.
- Sayer, C., & Wolfe, S.(2011). Internet Banking Market Performance : Turkey Versus The Uk. Journal of Bank Marketing. 25(3): 122–141.
- Serio Stara, M., Krauter, S., Faullant, R.(2008). Consumer acceptance of internet banking : the influence of internet trust. International journal of bank marketing. 26(7): 483–504.
- Simon, K.(1995). Customer Loyalty:Toward and integrated conceptual framework. Journal of the Academy of Marketing Science. 22(2): 99–113.
- Smadi, C., & Nejadi, M.(2009). how bricks and mortar attributes affect online banking adoption. international journal of bank marketing. 24(6): 406–423.
- Tzavlopoulos, Ι., Gotzamani, K., Andronikidis, A., & Vassiliadis, C. (2019). Determining the impact of e-commerce quality on customers’ perceived risk, satisfaction, value and loyalty. International Journal of Quality and Service Sciences.
|