Reference: | [1] Anderson W. and Sullivan M. (1993), The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, Vol. 12, No. 2, pp. 125-143 [2] Assael, H. (1987). Consumer Behavior and Marketing Action. 3rd ed. Boston, Kent. [3] Asubonteng, P. Mccleary, K.J., & Swan, J.E. (1996). SERVQUAL revisited: a critical review of service quality. The Journal of Services Marketing, Vol. 10, No.6, pp. 62-81. [4] Bahia, K. and Nantel, J. (2000) A reliable and valid measurement scale for the perceived service quality of banks. International Journal of Bank Marketing Vol.18, No. 2, pp. 84-91. [5] Bank of Thailand (2006), Number of Commercial Banks` Branches [WWW]. Available from: http://www.bot.or.th/bothomepage/databank/Financial_Institutions/New_Fin_Data/CB/cb_t12E.asp [Accessed 15 October 2006] [6] Barnes James G. Closeness. (1997). Examining the Nature of Relationships between Providers of Financial Services and Their Retail Customer. Psychology and Marketing, Vol.14, No. 8, pp. 764-790 [7] Beatty, S.E. and L.R. Kahle. (1988). Alternative Hierarchies of the Attitude-Behavior Relationship: The Impact of Brand Commitment and Habit. Journal of the Academy of Marketing Science, Vol. 16, No.2, pp.1-10. [8] Broderick, A.J. and Vachirapornpuk, S. (2002). Service quality in internet banking: the importance of customer role. Marketing Intelligence & Planning, Vol. 20, No. 6, pp. 327-35. [9] Cadotte, E. R., Woodruff, R.B., Jenkins, R.L. (1987). Expectations and norms in models of consumer satisfaction. Journal of Marketing Research, Vol. 24, No.3, 305-314. [10] Compeau, D.R., Higgins, C.A. and Huff, S. (1999). Social Cognitive Theory and Individual Reactions to Computer Technology: A Longitudinal Study. MIS Quarterly, Vol. 23, issue 2, pp. 145-58. [11] Caruana, A. & Malta, M. (2002). Service loyalty –The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, Vol. 36, No. 7/8, pp. 811-828. [12] Chaudhuri, A. and M.B. Holbrook.(2001). The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty. Journal of Marketing, Vol. 65, No. 2, pp. 81-93. [13] Churchill, G. A., and Surprenant, C. (1992). An Investigation into the Determinant of Customer Satisfaction. Journal of Marketing Research, Vol.19, pp. 491-504. [14] Cowling, A. and Newman, K. (1995). Banking on people. Personnel Review, Vol.24 Issue 7, pp. 25-41. [15] Crimp, M. and Wright, L. T. (1995). The Marketing Research Process. 4th edition, London, Prentice-Hall. [16] Cronin, J.J. & Taylor, S.A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, Vol. 56 July, pp. 55-68. [17] Crosby, L.A., Evans, K. and Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. Journal of Marketing, Vol. 54, pp. 68-81. [18] Czepiel, J.A. and Gilmore, R. (1987).Exploring the concept of loyalty in services. in Czepiel, J.A., Congram, C.A. and Shanahan, J. (Eds), The Services Marketing Challenge: Integrating for Competitive Advantage, AMA, Chicago, IL, pp. 91-4. [19] Czepiel, J.A. (1990). Managing relationships with customers: a differentiation philosophy of marketing. in Bowen, D.E., Chase, R.B. and Cummings, T.G. (Eds), Service Management Effectiveness, Jossey-Bass Publishers, San Francisco, CA, pp. 299-323. [20] D’ Angelo, J. and Little, S.K. (1998). Successful Web pages: what are they and do they exist? Information technology and Libraries, June, pp. 71-81. [21] Day, G.S. (1969). A Two-Dimensional Concept to Brand Loyalty. Journal of Advertising Research, Vol. 9, No.3, pp. 29-35. [22] Dawes, J. and Swailes, S. (1999). Retention sans frontiers: issues for financial service retailers. International Journal of Bank Marketing, Vol. 17, No. 1, pp. 36–43. [23] Dick, A.S. and Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the Academy of Marketing Science, Vol. 22, pp. 99-113. [24] De Ruyter, K., Wetzels, M. and Kleijnen M. (2001). Customer adoption of e-service: an experimental study. International Journal of Service Industry Management, Vol. 12, No. 2, pp. 184-207. [25] Delone, W.H., and McLean, E.R. (2003). The Delone and McLean Model of information systems Success: A Ten-Year Update. Journal of Management Information systems, Vol. 19, No. 4, pp. 9-30. [26] Doll, W.J. and Torkzadeh, G. (1988). The measurement of end-user computing satisfaction. MIS Quarterly, June, pp. 259-74. [27] Douglas, S., & Craig, C.S. (1983). International Marketing Research. Englewood Cliffs, NJ: Prentice-Hall, Inc. [28] Dr. Chaoprasert, C. and Dr. Elsey, B. (2004). Service Quality Improvement in Thai Retail Banking and its Management Implications. ABAC Journal Vol. 24, No.1, pp. 47 – 66. [29] Furst, K., Lang William W. and Nolle Daniel E. (2002). Internet Banking: Developments and Prospects. Harvard University, pp. 5. [30] Garson, D. (2002). Guide to writing empirical papers, theses, and dissertations. Marcel Dekker, Inc. NY. [31] Gefan, D. (2002). Customer Loyalty in e-commerce. The Journal of the Association of Information Systems 3, pp. 27-51. [32] Gremler, D.D. and Brown, S.W. (1996). Service loyalty; its nature, importance and implications. in Edvardsson, B., Brown, S.W., Johnston, R. and Scheuing, E. (Eds), QUIS V: Advancing Service Quality: A Global Perspective. ISQA, New York, NY, pp. 171-81. [33] Grönroos, C. (1982). Strategic Management and Marketing in the Service Sector. Marketing Science. Cambridge.MA. [34] Grönroos, C. (1984). A service quality model and its market implications. European Journal of Marketing. Vol.18 No.4. pp. 36-44. [35] Grönroos, C. (1990). Service Management and Marketing, Managing the Moments of Truth in service Competition. Lexington Books. Lexington. [36] Guiltinan, J.P. (1989). A classification of switching costs with implications for relationship marketing. in Childers, T.L. and Bagozzi, R.P. (Eds), AMA Winter Educators` Conference: Marketing Theory and Practice, AMA, Chicago, IL, pp. 216-20. [37] Gurau, C, Ranchhod, A. and Hachney, R. (2001). Internet Transactions and Physical Logistics: Conflict or Complementarity? Logistics Information Management, Vol. 14, No. ½ pp.33-43. [38] Hanson, W. (2000). Principles of Internet Marketing. Cincinnati, Ohio, South-Western. [39] Harris, M. and Schaubroeck, J. (1990). Confirmatory Modeling in Organisational Behavior/Human Resource Management: Issue and Application. Journal of Management, Vol16, pp. 2. [40] Hoffman, D.K. & Bateson, J.E.G. (2002). Essentials of Service Marketing: Concepts, Strategies, and Cases. Second Edition, Harcourt College Publishers. [41] Internet Banking Comptroller’s Handbook. (1999). Comptroller of the Currency Administrator of National Banks. Available at : http://www.occ.treas.gov/handbook/intbank.pdf [Accessed 12 November 2006] [42] Internet World Stats Usage and Populations Statistics, (2006). [WWW] Available at : .http://www.Internetworldstats.com/stats.htm [ Accessed 8 October 2006] [43] Internet World Stats Usage and Populations Statistics, (2005). Internet usage in Thailand [WWW]. Available at : http://www.Internetworldstats.com/asia.htm#th [ Accessed 11 October 2006] [44] Huck, S., Cormier, W. and Bounds, W. (1974). Reading statistic and research. New York: Harper & Row, Publishers. [45] Jacoby, J and Chestnut, R. (1978). Brand Loyalty Measurement and Management. New York: John Wiley & Sons. [46] Jayawardhena, C. & Foley, P. (2000). Changes in the banking sector: the case of Internet banking in the UK. Internet Research: Electronic Networking Applications and Policy, Vol.10, No.1, pp.13-30. [47] Johnston, R. (1997). Identifying the critical determinant of service quality in retail banking: importance and effect. International Journal of bank marketing, Vol.15, No.4, pp.111-116. [48] Jones, T. and Sasser, W. (1995). Why satisfied customers defect. Harvard Business Review, Vol. 73 No.6, pp.88-9. [49] Joseph, M., McClure, C. and Joseph, B. (1999). Service quality in the banking sector: the impact of technology on service delivery. International Journal of Bank Marketing, Vol.17, No.4, pp.182-191. [50] Jun, M., and Cai, S. (2001). The key determinants of internet banking service quality: a content analysis. International Journal of Bank Marketing, Vol.19, Issue 7, pp. 276-291. [51] Klemperer, P. (1987). Markets with consumer switching costs. The Quarterly Journal of Economics, Vol. 102, pp. 375-94. [52] Keaveney, S.M. (1995). Customer switching behaviour in service industries: an exploratory study. Journal of Marketing. Vol. 59. pp. 71-82. [53] Khalifa, M. and Liu, V. (2003). Determinant of satisfaction at different adoption stages of internet – based services. Journal of the association for information systems Vol.4 NO.5, pp. 206-232. [54] Kotler, P. (2000). Marketing Management. International Edition, Prentice-Hall, Englewood Cliffs, NJ. [55] Lederer, A.L., D.A. Mirchandani, and K. Sims. (2001). The Search for Strategic Advantage from the World Wide Web. International Journal of Electronic Commerce, Vol. 5, No. 4:117-133. [56] Lin, C.C. (2003). A critical appraisal of customer satisfaction and e-commerce. Managerial Auditing Journal, Vol.18, No.3. [57] Liu, C and Arnett, K.P. (2000). Exploring the factors associated with Web site success in the context of electronic commerce. Information & Mangaement, Vol. 38, pp. 23-34. [58] Lociacono, E. and Watson, R.T., & Goodhue, D. (2002). WebQuak TM: A Web Site Quality Instrument. Working Paper, Worcester Polytechnic Institute. [59] Latimore, D., Watson, I. and Maver, C. (2000). The customer speaks: 3,300 Internet users tell us what they want from retail financial services. 28 May 2001, Available at : http://www.mainspring.com/research/document/view/1,2099,1215,00.html [60] Macintosh, G. and Lockshin, L.S. (1998). Retail relationships and store loyalty; a multilevel perspective. International Journal of Research in Marketing. Vol. 1. pp. 487-98. [61] Madu, C.N. and Madhu, A. A. (2002). Dimensions of e-quality. International Journal of Quality & reliability management, vol.19, No.3, pp.246-58. [62] Margaret T. and Thompson S. H. Teo. (2000). Factors Influencing the Adoption of Internet Banking. Journal of the Association for Information Systems, Vol. 1, Article 5, July. [63] McKinney, V., Yoon, K., Zendi, F.M. (2002). The Measurement of Web-customer Satisfaction: And expectation and Disconfirmation Approach. Information System Research, Vol. 13, No.3, September, pp. 296-315. [64] Miller, R., Acton, C., Fullerton, D. and Maltby, J. (2002). SPSS for Social Scientists : Cover Version 9, 10 and 11. New York, Palgrave Macmillan. [65] Mols, N.P. (2000). The Internet and banks strategic distribution channel decisions. International Journal of Bank Marketing, Vol.17, No.6, pp.295-300. [66] Morgan, R.M. and Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, Vol. 58, July, pp. 20-38. [67] National Statistical Office Thailand (2003), National statistical Office Thailand: Statistics [WWW]. Available from: http://web.nso.go.th/eng/pub/keystat/key03/key.pdf [Accessed 10 September 2006] [68] Naumann, E. (1995). Customer satisfaction measurement and management: using the voice of the customer. Thomson Executive Press, Cincinnati, OH. [69] NECTEC (2005), Thailand: National Electronics and Computer Technology Centre [WWW]. Available from: http://www.nectec.or.th [ Accessed 9 October 2006] [70] NECTEC (2006), Thailand: National Electronics and Computer Technology Centre [WWW]. Available form: http://iir.ngi.nectec.or.th/Internet/user-growth.html [ Accessed 9 October 2006] [71] Newman, K., Cowling, A. and Leigh, S. (1998). Case study: service quality, business process re-engineering and human resources: a case in point? International Journal of Bank Marketing, Vol. 16 No. 6, pp. 225–242. [72] Oliver, R.L. (1980). A cognitive model of antecedents and consequences of satisfaction response. Journal of consumer research, Vol.20, No.3, pp.418-30. [73] Oliver, R.L. (1993). Cognitive, affective, and attributed bases of the satisfaction response. Journal of consumer research, Vol.20, No. 3, pp.418-30. [74] Oliver, R.L. (1999). Whence Consumer Loyalty. Journal of Marketing, Vol. 63. Special Issue. pp.33-44. [75] Ongkasuwan, M. and Tantichattanon, W. (2002). A Comparative Study of Internet Banking in Thailand. Asian University of Science and Technology, Thailand, pp. 6. [76] Oppewal, H. and Vriens, M. (2000). Measuring perceived service quality using integrated conjoint experiments. International Journal of Bank Marketing, Vol. 18No. 4, pp. 154-69. [77] Palmer, A.and cole, C.1995. Services Marketing: Principles and Practice. Prentice Hall, Englewood Cliffs, NJ. [78] Parameswaran, R., & Yaprak, A. (1987). A Cross-National Comparison of Consumer Research Measures. Journal of International Business Studies, Vol. 18, 35-49. [79] Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, Vol.49. [80] Proomprow, A. (2003). Customer satisfaction with the internet banking of Siam commercial Bank. Thesis of Srinakharinwirot University, Bangkok, pp.12. [81] Pukapan, P. and Trisatienpong, P. (2001). The Commercial Bank Management. Jamjuree Products, Thailand. [82] Phrutthipalakorn, E. (2006). Correlates of Consumer Adoption of Internet Banking in Thailand. Thesis Kingston Business School, United Kingdom. [83] Right Now Technologies (2006).[WWW] Available from: http://www.rightnow.com/products/live-chat-software.html [Accessed 7 November 2006]. [84] Rotchanakitumnuai and M. Speece. (2004). Barriers to Internet Banking Adoption: A Qualitative Study among Corporate Customers in Thailand. International Journal of Bank Marketing, Vol. 21, No. 6/7 pp. 312-323. [85] Rotchanakitumnuai and M. Speece. (2004). Corporate Customer Perspectives on Business Value of Thai Internet Banking. Journal of Electronic Commerce Research Vol. 5, No.4, pp. 273. [86] Santos, J. (2003). E-service quality: a model of virtual service quality dimensions. Managing Service Quality, Vol. 13 No.3, pp.233-46. [87] Siam Commercial Bank (2005), Siam Commercial Bank Celebrating 100th Anniversary Annual report [WWW]. Available from: http://www.scb.co.th/html/files/Annual%20Report/Eng/AnnualReport2005-%20Eng.pdf [Accessed 3 November 2006]. [88] Spreng, R.A., Mackenzie, S.B., & Olshavky, R.W. (1996). A reexamination of the determinants of customer satisfaction. Journal of Marketing, Vol.60, Issue 3. pp. 15-32. [89] Surprenant, C.F. and Solomon, M.R. (1987). Predictability and personalization in the service encounter. Journal of Marketing, Vol. 51, pp. 86-96. [90] Tan, M. and Teo, T.S.H. (2000). Factors Influencing the Adoption of Internet Banking. Journal of the Association for Information Systems, Vol.1, Issue 5. [91] Tse, D.K. and Wilton, P.C. (1988). Models of consumer satisfaction formation: and extension. Journal of Marketing Research, Vol.17, pp.460-9. [92] Tull, D. S. and Hawkins, D. I. (1990). Marketing Research: Measurement and Method. New York, McMillan Publishing Co. [93] Turban, E., King, D. and Chung, H. M. (2002). Electronic Commerce : A managerial Perspective. Pearson Prentice Hall, Inc. [94] Turban, E., King, D., Veiehland, D. and Lee, J. (2004). Electronic Commerce 2004: A managerial Perspective. Pearson Education International, Prentice Hall, Inc. [95] United Nations Conference on Trade and Development (2004). E-commerce and Development Report 2004. United Nations, New York and Geneva. [96] Venkatraman, N. (2000). Five steps to a dot-com strategy: how to find your footing on the Web. Sloan Management Review, Vol.41 Issue3, pp.15-28. [97] Wolfinbarger, M.F., & Gilly, M.C. (2002). comQ: Dimensionalizing, Measuring and Predicting Quality of the E-tail Experience. Working paper, Marketing Science Institute, Cambridge, M.A. [98] Yang, Z., & Fang X. (2004). Online service quality dimensions and their relationships with satisfaction; A content analysis of customer reviews of securities brokerage services. International Journal of Operation & Production Management, Vol.15, No.3, pp.302-326. [99] Yang, Z., Jun, M. & Peterson, R.T. (2004). Measuring customer perceived online service quality. International Journal of Operation & production Management, Vol.24, No.11, pp. 1149-1174. [100] Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing 1990, American Marketing Association, Chicago, IL. [101]Yin, R.K. (2003). Case study research: design and methods. Sage publication. [102] Zairi, M. (2000). Managing customer satisfaction: a best practice perspective. The TQM Magazine, Vol. 12 No. 6, pp. 389–394. [103] Zeithaml, V.A. (1988). Consumer perceptions of price, quality and delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, Vol. 30, No 4, pp.2-22. [104] Zeithaml, V.A., Berry, L.L. and Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, Vol. 60, pp. 31-46. [105] Zeithml, V.A., Parasuraman, A. and Malhotra., A. (2000). A Conceptual Framework for Understanding e-Service Quality: Implications for Future Research and Managerial Practice: Working paper, Cambridge MA, Marketing Science Institute, Report Number 00-115. [106] Zeithml, V.A., Parasuraman, A. and Malhotra., A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of Academy of Marketing Science, Vol.30 No.4, pp.362-375. |