研究生: |
林子平 Lin, Zi-Ping |
---|---|
論文名稱: |
以期望確認理論探討金融科技使用行為之研究 The Continuous Intention to Use Financial Technology: A Perspective of Expectation Confirmation Theory |
指導教授: | 胡茹萍 |
學位類別: |
碩士 Master |
系所名稱: |
工業教育學系 Department of Industrial Education |
論文出版年: | 2018 |
畢業學年度: | 106 |
語文別: | 中文 |
論文頁數: | 121 |
中文關鍵詞: | 金融科技 、網路危險信念 、推拉理論 、期望確認理論 、使用滿意度 、使用持續意圖 |
英文關鍵詞: | FinTech, Belief in dangerous virtual communities, Push-pull theory, ECT, Usage satisfaction, Continue intention to use |
DOI URL: | http://doi.org/10.6345/THE.NTNU.DIE.021.2018.E01 |
論文種類: | 學術論文 |
相關次數: | 點閱:208 下載:10 |
分享至: |
查詢本校圖書館目錄 查詢臺灣博碩士論文知識加值系統 勘誤回報 |
摘要
近年來,金融與科技的融合,速度突飛猛進。在金融科技(Fintech)的推動下,一大批新技術、新模式、新企業應運而生,迅速而深刻地改變著人們的生活方式。本研究主要探討金融科技網路危險信念透過金融科技推拉力在使用滿意度與使用持續意圖上是否具有影響,採用網路問卷調查法,包含網路危險信念、推拉力、使用滿意度及使用持續意圖等五點量表問卷構面。本研究收集265 份資料,經刪除無效問卷後,共有200 份有效問卷可作為資料分析依據,並採用描述性統計、項目分析、信效度檢驗、相關分析、差異分析及結構方程模式等來進行資料分析,去探討金融科技各構面結構方程模式之變化。
這項研究的結果表明,金融科技網路危險信念與金融科技推拉力呈現負相關,金融科技推拉力與金融科技使用滿意度呈現正相關,金融科技使用滿意度與金融科技使用持續意圖呈現正相關。另一方面,金融科技網路危險信念與使用滿意度及使用持續意圖有顯著的間接效應,金融科技推拉力與使用持續意圖有顯著的間接效應。在這項研究中,金融科技網路危險信念,反映了使用者對於金融科技網路安全重視,只有在安全的金融科技下,才能增加金融科技使用者的滿意度,以及提高金融科技使用者的持續意圖。
關鍵詞:金融科技、網路危險信念、推拉理論、期望確認理論、使用滿意度、使用持續意圖。
Abstract
In recent years, the convergence of finance and technology has grown by leaps and bounds. Driven by FinTech, a large number of new technologies, new models, and new businesses have emerged as the times require, rapidly and profoundly changing people's lifestyles. This study focuses on whether belief in dangerous virtual communities have an impact on the usage satisfaction and the continue intention to use based on the use of push-pull theory. The research uses the online survey procedure, Likert scale questionnaire consisting of belief in dangerous virtual communities, push and pull factors, usage satisfaction, and continue intention to use. There are 200 effective samples in this study. To explore the differential degree and correlation among research constructs, the statistical methods included confirmatory factor analysis and structural equation modeling to verify the research model.
The results of this study revealed that belief in dangerous virtual communities was negatively related to push and pull factors, push and pull factors was positively related to usage satisfaction, usage satisfaction was positively related to continue intention to use; on the other hand, belief in dangerous virtual communities has a significant indirect effect on the usage satisfaction and the continue intention to use. Additionally, push and pull factors has a significant indirect effect on the continue intention to use. In this study, belief in dangerous virtual communities reflects the user's emphasis on FinTech network security, and only under the security of FinTech can increase usage satisfaction and continue intention to use.
Keywords: FinTech, Belief in dangerous virtual communities, Push-pull theory, ECT, Usage satisfaction, Continue intention to use.
壹、中文
丁學勤、楊忠傑(2011)。指導教授與研究生間關係結合的型態及其效果。教育研究與發展期刊,7(4),131-164。
尤彥傑 (2017)。金融科技對我國金融管制之衝擊與挑戰(未出版之碩士論文)。成功大學,臺南市。
王致凱 (2016)。結合期望確認理論與承諾信任理論探討Online to Offline 商務網站之持續使用意圖(未出版之碩士論文)。虎尾科技大學,雲林縣。
吳淑敏、蔡俊男(2013)。網路購物信任與知覺價值對顧客滿意度之影響-以大學生為例。中華管理評論國際學報,16(1),1-21。
李昀修 (2012)。台灣連鎖速食餐廳屬性、享樂及功利價值、行為意圖關係之研究-以台灣Y 世代消費者為例(未出版之碩士論文)。中國文化大學,臺北市。
官瑀婕(2014)。網路使用者身分驗證機制研析-以電子支付機構國際立法及推動經驗為中心。科技法律透析,26(11),12-18。
林宗輝 (2016)。以賽局觀點分析臺灣中小企業銀行數位金融之競爭策略(未出版之碩士論文)。淡江大學,臺北市。
林建甫(2017)。金融服務業突破困境要用FinTech。臺灣經濟研究月刊,40(1),8-9。
金融監督管理委員會(2016年5月)。金融科技發展策略白皮書。【科技產業資訊室】。取自 http://iknow.stpi.narl.org.tw/Post/Files/policy_12420_1050511%E9%87%91%E8%9E%8D%E7%A7%91%E6%8A%80%E7%99%BC%E5%B1%95%E7%AD%96%E7%95%A5%E7%99%BD%E7%9A%AE%E6%9B%B8%281%29.pdf
孫一仕、施祖琪、蕭俊傑(譯)(2017)。銀行轉型未來式:Bank 3.0(原作者:Brett King)。臺北市:財團法人台灣金融研訓院。
涂昆銘 (2015)。App 遊戲持續使用意圖之探討(未出版之碩士論文)。 義守大學,高雄市。
財金資訊股份有限公司(2015年7月)。《Bank3.0》及《Digital Bank》帶動金融創新。【科技產業資訊室】。取自 http://iknow.stpi.narl.org.tw/Post/Files/policy_12420_1050511%E9%87%91%E8%9E%8D%E7%A7%91%E6%8A%80%E7%99%BC%E5%B1%95%E7%AD%96%E7%95%A5%E7%99%BD%E7%9A%AE%E6%9B%B8%281%29.pdf
張偉豪(2011)。論文寫作SEM不求人。高雄市:三星統計。
張翊宏(2004)。MMORPG 玩家遊戲轉換因素之研究以人口遷徙PPM 模型探討(未出版之碩士論文)。東吳大學,臺北市。
許志峰(2008)。企業提供的價值、顧客認知價值、信任與顧客滿意度關聯性之研究—以台灣建築業為例(未出版之碩士論文)。成功大學,台南市。
許綾祐(2011)。探討社群網站使用者持續使用之研究—整合期望確認理論與互動性(未出版之碩士論文)。臺灣大學,臺北市。
陳建宏(2004)。探討信任與知覺風險為中介變項之消費者購物意願結構模式研究—虛擬通路型態與產品類別之比較分析(未出版之碩士論文)。南台科技大學,台南市。
陳韻茹(2016)。FINTECH金融科技之發展與運用-以台灣銀行業為例(未出版之碩士論文)。淡江大學,臺北市。
辜騰玉(2015年11月)。臺灣終於跟上FinTech風潮 ,4大政策跨出金融轉型第一步。【iThome】。取自https://www.ithome.com.tw/news/99941
黃富松(2002)。消費者知覺非顯對價格意識及自有品牌產品購買意願之研究(未出版之碩士論文)。淡江大學,臺北市。
葉鎧銘(2008)。從網際網路的信任與風險探討新興網路應用之採用意願(未出版之碩士論文)。元智大學,桃園市。
陶蓓麗、廖則竣、林政道(2004)。網際網路顧客關係之實證研究。資訊管理學報,11(1),167-193。
廖焜熙(2012)。服務品質、顧客滿意度、顧客忠誠度關係之實證研究-以行動電信業為例。中華理論結構模式LISREL學會,5(1),50-70。
睿富者(2015年12月)。2015年世界經濟論壇-未來的金融服務。【StockFeel】。取自https://www.stockfeel.com.tw/2015%E5%B9%B4%E4%B8%96%E7%95%8C%E7%B6%93%E6%BF%9F%E8%AB%96%E5%A3%87%EF%BC%8D%E6%9C%AA%E4%BE%86%E7%9A%84%E9%87%91%E8%9E%8D%E6%9C%8D%E5%8B%99/
睿富者(2015年12月)。世界經濟論壇研究報告出爐!6張表,掌握FinTech創新關鍵。【數位時代】。取自https://www.bnext.com.tw/article/38278/BN-2015-12-21-175827-178
盧韻雅、何翠婷(2015)。《Bank 3.0》及《Digital Bank》帶動金融創新。財金資訊季刊,83,17-21。
謝忠穎、許孟祥、林以婉、莊立文(2008)。線上團購消費者滿意度的形成與再購意願的影響因素。第二十三屆國際資訊管理學術研討會,高雄大學。
貳、英文
Ailawadi, K. L., Neslin, S. A., & Gedenk, K. (2001). Pursuing the value-conscious consumer: Store brands versus national brand promotions. Journal of Marketing, 65(1), 71-89. doi:10.1509/jmkg.65.1.71.18132
Aksoy, L., Buoye, A., Aksoy, P., Larivière, B., & Keiningham, T. L. (2013). A cross-national investigation of the satisfaction and loyalty linkage for mobile telecommunications services across eight countries. Journal of Interactive Marketing, 27(1), 74-82. doi:10.1016/j.intmar.2012.09.003
Alawneh, A., Al-Refai, H., & Batiha, K. (2013). Measuring user satisfaction from e-government services: Lessons from Jordan. Government Information Quarterly, 30(3), 277-288. doi:10.1016/j.giq.2013.03.001
Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and recommended two-step approach. Psychological Bulletin, 103(3), 411.
Anderson, J. C., & Naurs, J. A. (1990). A model of distributor firm and manufacturer firm working partnerships. Journal of Marketing, 54(1), 42-58.
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology and Marketing, 20(2), 123-138. doi:10.1002/mar.10063
Austen, V., Herbst, U., & Bertels, V. (2012). When 3+3 does not equal 5+1—New insights into the measurement of industrial customer satisfaction. Industrial Marketing Management, 41(6), 973-983. doi:10.1016/j.indmarman.2011.12.002
Avus, Y. H., & Ching, C. C. (2011). Cyberspace migration: Exploring social network sites switching through human migration theory , Journal of Information Management,19(1), 105-132.
Ba, S., Whinston, A.B., & Zhang, H. (2003). Building trust in online auction markets through an economic incentive mechanism. Decision Support Systems, 35(3), 273-286.
Babin, B. J., Darden, W. R., & Griffin, M. (1994). Work and/or fun: Measuring hedonic and utilitarian shopping value. Journal of Consumer Research, 20(4), 644. doi:10.1086/209376
Bansal, H. S., Taylor, S. F., & James, Y. S. (2005). Migrating to new service providers: toward a unifying framework of consumers' switching behaviors. Journal of the Academy of Marketing Science, 33(1), 96-115.
Batra, R., & Ahtola, O. T. (1991). Measuring the hedonic and utilitarian sources of consumer attitudes. Marketing Letters, 2(2), 159-170. doi:10.1007/bf00436035
Bem, D. J. (1972). Self-perception theory. Advances in experimental social psychology, (pp. 1-62). New York, NY: Acodemic Press
Bhattacherjee, A. (2001). Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly, 25(3), 351-370.
Bhattacherjee, A., Perols, J., & Sanford, C. (2008). Information technology continuance: A theoretic extension and empirical test. Journal of Computer Information Systems, 49(1), 17-26.
Blut, M., Frennea, C. M., Mittal, V., & Mothersbaugh, D. L. (2015). How procedural, financial and relational switching costs affect customer satisfaction, repurchase intentions, and repurchase behavior: A meta-analysis. International Journal of Research in Marketing, 32(2), 226–229. doi:10.1016/j.ijresmar.2015.01.001
Bogue, D. J. (1969). Principles of demography. New York: John Wiley.
Bollen, K.A. (1989).Structural equations with latent variables. New York: Wiley
Brown, T. A. (2006). Data issues in CFA: Missing, non-normal, and categorical data. Confirmatory factor analysis for applied research (pp. 363–411). New York, NY: The Guilford Press.
Cao, Y., & Gruca, T.S. (2004). The influence of pre-and post-purchase on service on prices in the online book market. Journal of Interactive Marketing, 18(4), 51-62.
Cardozo, R. N. (1965). An experimental study of customer effort, expectation, and satisfaction. Journal of Marketing Research, 2(3), 244. doi:10.2307/3150182
Chen, S.C., Chen, H.H., & Chen, M.F. (2009). Determinants of satisfaction and continuance intention towards self‐service technologies. Industrial Management & Data Systems, 109(9), 1248-1263. doi:10.1108/02635570911002306
Chiou, J.-S. (2004). The antecedents of consumers’ loyalty toward Internet service providers. Information & Management, 41(6), 685-695. doi:10.1016/j.im.2003.08.006
Cohen, R. (1996). Theories of migration. Brookfield: Edward Elgar Publishing.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.
Dodds, W. B., Monroe, K. B., & Grewal, D. (1991). Effects of price, brand, and store information on buyers’ product evaluations. Journal of Marketing Research, 28(3), 307. doi:10.2307/3172866
Dutton, W. H., & Shepherd, A. (2004). Confidence and risk on the internet: Cyber trust and crime prevention project. Oxford: Oxford Internet Institute.
Eastlick, M. A., Lotz, S. L., & Warrington, P. (2006). Understanding online B-to-C relationships: an integrated model of privacy concerns, trust, and commitment. Journal of Business Research, 59(8), 877-886.
Flint, D. J., Woodruff, R. B., & Gardial, S. F. (2002). Exploring the phenomenon of customers’ desired value change in a business-to-business context. Journal of Marketing, 66(4), 102-117. doi:10.1509/jmkg.66.4.102.18517
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, 56(1), 6-12.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1) 39-50.
Ganesan, S. (1994). Determinant of long-term orientation in buyer-seller relationships. Journal of Marketing, 58(2), 1-19.
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000). Understanding the customer base of service providers: An examination of the differences between switchers and stayers. Journal of Marketing, 64, 65-87.
Grace, D., & O’Cass, A. (2005). An examination of the antecedents of repatronage intentions across different retail store formats. Journal of Retailing and Consumer Services, 12(4), 227-243. doi:10.1016/j.jretconser.2004.08.001
Grewal, D., Monroe, K. B., & Krishnan, R. (1998). The effects of price-comparison advertising on buyers’ perceptions of acquisition value, transaction value, and behavioral intentions. Journal of Marketing, 62(2), 46. doi:10.2307/1252160
Grönroos, C. (2000). Service management and marketing: A customer relationship management approach (2nd ed.). New York: John Wiley & Sons.
Guielford, J. P. (1965). A psychometric approach to creativity. In H. Anderson (Ed.). Creativity in childhood and adolescence (pp. 348-369). Palo Alto, California: Science and Behavior Books.
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed.). New York: Macmillan
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2009). Multivariate data analysis. Upper saddle River, NJ: Prentice Hall.
Hanqin, Z. Q. & Lam, T. (1999). An analysis of Mainland Chinese visitors’ motivations to visit Hong Kong. Tourism Management,20(5), 587-594.
Heinonen, K. (2006). Temporal and spatial e‐service value. International Journal of Service Industry Management, 17(4), 380-400. doi:10.1108/09564230610680677
Hirschman, E. C., & Holbrook, M. B. (1982). Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing, 46(3), 92. doi:10.2307/1251707
Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. Journal of Marketing, 60(3), 50. doi:10.2307/1251841
Hoffman, D.L., Novak, T.P., & Peralta, M. (1999). Building consumer trust online. Communications of the ACM, 42(4), 80-85.
Hong, J.C., Hwang, M.Y., Hsu, C. H., Tai, K. H., & Kuo, Y. C. (2013). Belief in dangerous virtual communities as a predictor of continuance intention mediated by general and online social anxiety: The Facebook perspective. Computers in Human Behavior, 48, 663-670.
Hong, S.-J., & Tam, K. Y. (2006). Understanding the adoption of multipurpose information appliances: The case of mobile data services. Information Systems Research, 17(2), 162-179. doi:10.1287/isre.1060.0088
Hong, S.-J., Thong, J. Y. L., & Tam, K. Y. (2006). Understanding continued information technology usage behavior: A comparison of three models in the context of mobile Internet. Decision Support Systems, 42(3), 1819-1834.
Hsu, M. H., Chiu, C. M., & Ju, T. L. (2004). Determinants of continued use of the WWW: An integration of two theoretical models. Industrial Management & Data Systems, 104(9), 766-775. doi:10.1108/02635570410567757
Hu, L., & Bentler, P. M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. 182 Structural Equation Modeling, 6(1), 1-55.
Hüttinger, L., Schiele, H., & Veldman, J. (2012). The drivers of customer attractiveness, supplier satisfaction and preferred customer status: A literature review. Industrial Marketing Management, 41(8), 1194-1205. doi:10.1016/j.indmarman.2012.10.004
Jaiswal, A. K., Niraj, R., & Venugopal, P. (2010). Context-general and context-specific determinants of online satisfaction and loyalty for commerce and content sites. Journal of Interactive Marketing, 24(3), 222-238. doi:10.1016/j.intmar.2010.04.003
Janal, D. S., (1995). Online marketing handbook-how to sell, advertise publicize, and promote your products and services on the 1995. New York: Van Nostrand Reinhold.
Jang, S.C., & Wu, C.M. (2006). Seniors’ travel motivation and the influential factors: An examination of Taiwanese seniors. Tourism Management, 27(2), 306-316.
Jarvenpaa, S. L., Lang, K. R., Takeda, Y., & Tuunainen, V. K. (2003). Mobile commerce at crossroads. Communications of the ACM, 46(12), 41. doi:10.1145/953460.953485
Jones, M. A., Reynolds, K. E., & Arnold, M. J. (2006). Hedonic and utilitarian shopping value: Investigating differential effects on retail outcomes. Journal of Business Research, 59(9), 974–981. doi:10.1016/j.jbusres.2006.03.006
Kalyanaram, G., & Little, J. D. C. (1994). An empirical analysis of latitude of price acceptance in household packaged goods. Journal of Consumer Research,December, 21, 408-418.
Keat, T.K., & Mohan, A. (2004). Integration of TAM based electronic commerce models for trust. Journal of American Academy of Business, 5(1), 404-410.
Kettinger, W. J., & Lee, C. C. (1997). Pragmatic perspectives on the measurement of information systems service quality. MIS Quarterly,21(2), 223. doi:10.2307/249421
Kim, C., Galliers, R. D., Shin, N., Ryoo, J.-H., & Kim, J. (2012). Factors influencing Internet shopping value and customer repurchase intention. Electronic Commerce Research and Applications, 11(4), 374–387. doi:10.1016/j.elerap.2012.04.002
Kim, D., & Benbasat, I. (2003). Trust-related arguments in internet stores: a framework for evaluation. Journal of Electronic Commerce Research, 4(2), 49-64.
Kim, J., Jin, B., & Swinney, J. L. (2009). The role of detail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer Services, 16(4), 239–247. doi:10.1016/j.jretconser.2008.11.019
Kolter, P. (2000). Marketing management (11th ed.) Englewood Cliffs, NJ: Prentice-Hall..
Lee, E. S. (1966). Theory of migration. Demography, 3, 47-57.
Lee, M.K.O., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of Electronic Commerce, 6(1), 75-91.
Limayem, M., Hirt, S. G., & Cheung, C. M. K. (2007). How habits limit the predictive power of intention: The case of information systems continuance. MIS Quarterly, 31(4), 705-737.
Lin, C. S., Wu, S., & Tsai, R. J. (2005). Integrating perceived playfulness into expectation-confirmation model for Web portal context. Information & Management, 42(5), 683-693.
Malhotra, N. K., Kim, S. S., & Agarwal, J. (2004). Internet users’ information privacy concerns (IUIPC): The construct, the scale, and a causal model. Information Systems Research, 15(4), 336-355.
McKinney, V., Yoon, K., & Zahedi, F. “Mariam” (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296-315. doi:10.1287/isre.13.3.296.76
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). Developing and validating trust measures for e-commerce: an integrative typology. Information Systems Research, 13(3), 334-359.
Monroe, K. B. (1973). Buyers’ subjective perceptions of price. Journal of Marketing Research, 10, 70-80.
Monroe, K. B. (1990). Pricing: Making profitable decisions. New York: McGraw Hill Higher Education.
Mouakket, S. (2015). Factors influencing continuance intention to use social network sites: The Facebook case. Computers in Human Behavior, 53, 102-110. doi:10.1016/j.chb.2015.06.045
Norton, R. (2015). Wealth manager robots [Video file]. Retrieved from http://www.thebanker.com/video/v/4448804474001/wealth-manager-robots
Nunnally, J. (1978). Psychometric methods. New York: McGraw.
O'Keefe, R. M., & McEachern, T. (1998). Web-based customer decision support systems. Communications of the ACM, 41(3), 71-78.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing, 17(4), 460-469.
Oliver, R. L. (1981). Measurement and evaluation of satisfaction processes in retail settings. Journal of Retailing, 57(3), 28-48.
Oliver, R. L. (1999). Value as excellence in the consumption experience. In E.C. Hirschman and M.B. Holbrook (Eds.), Symbolic consumer behavior (pp. 71-74) . London and New York: Routledge.
Oliver, R. L., & Linda, G. (1981). Effect of satisfaction and its antecedents on consumer preference and intention. Advances in Consumer Research, 8, 88-93.
Overby, J. W., & Lee, E.-J. (2006). The effects of utilitarian and hedonic online shopping value on consumer preference and intentions. Journal of Business Research, 59(10-11), 1160-1166. doi:10.1016/j.jbusres.2006.03.008
Palvia, P. (2009). The role of trust in e-commerce relational exchange: A unified model. Information & Management, 46(4), 213-220. doi:10.1016/j.im.2009.02.003
Peter, J. P., & Olson, J. C. (1993). Consumer behavior and marketing strategy. Chicago: American Marketing Association.
Pritchard, M. P., Havitz, M. E., & Howard, D. R. (1999). Analyzing the commitment-loyalty link in service contexts. Journal of the Academy of Marketing Science, 27(3), 333-48.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), 19-30. doi:10.1108/03090569610106626
Recker, J. (2010). Explaining usage of process modeling grammars: Comparing three theoretical models in the study of two grammars. Information & Management, 47(5-6), 316-324. doi:10.1016/j.im.2010.06.006
Reddick, C. G., & Roy, J. (2013). Business perceptions and satisfaction with e-government: Findings from a Canadian survey. Government Information Quarterly, 30(1), 1-9. doi:10.1016/j.giq.2012.06.009
Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust. Journal of Personality 35, 651-665.
Rotter, J. B. (1971). Generalized expectancies for interpersonal trust. American Psychologist, 26, 443–452.
Rousseau, D.M., Sitkin, S.B., Burt, R.S., & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404.
Ryu, K., Han, H., & Jang, S. (2010). Relationships among hedonic and utilitarian values, satisfaction and behavioral intentions in the fast‐casual restaurant industry. International Journal of Contemporary Hospitality Management, 22(3), 416-432. doi:10.1108/09596111011035981
Sanchez-Fernandez, R., & Iniesta-Bonillo, M. A. (2007). The concept of perceived value: A systematic review of the research. Marketing Theory, 7(4), 427-451. doi:10.1177/1470593107083165
Schiele, H., Calvi, R., & Gibbert, M. (2012). Customer attractiveness, supplier satisfaction and preferred customer status: Introduction, definitions and an overarching framework. Industrial Marketing Management, 41(8), 1178-1185. doi:10.1016/j.indmarman.2012.10.002
Sheth, J. N., Newman, B. I., & Gross, B. L. (1991). Why we buy what we buy: A theory of consumption values. Journal of Business Research, 22(2), 159-170. doi:10.1016/0148-2963(91)90050-8
Stone, R. W., & Baker-Eveleth, L. (2013). Students’ expectation, confirmation, and continuance intention to use electronic textbooks. Computers in Human Behavior, 29(3), 984-990. doi:10.1016/j.chb.2012.12.007
Sweeney, J. C., & Soutar, G. N. (2001). Consumer perceived value: The development of a multiple item scale. Journal of Retailing, 77(2), 203-220. doi:10.1016/s0022-4359(01)00041-0
Teo, T. S. H. (2001). Demographic and motivation variables associated with Internet usage activities. Internet Research, 11(2), 125-137. doi:10.1108/10662240110695089
The Economists. (2015). Slings and arrows [International banking]. Retrieved from https://www.economist.com/news/special-report/21650290-financial-technology-will-make-banks-more-vulnerable-and-less-profitable-it
Thompson, B. (2004). Exploratory and confirmatory factor analysis: Understanding concepts and applications. NY: American Psychological Association.
Thong, J. Y. L., Hong, S.-J., & Tam, K. Y. (2006). The effects of post-adoption beliefs on the expectation-confirmation model for information technology continuance. International Journal of Human-Computer Studies, 64(9), 799-810. doi:10.1016/j.ijhcs.2006.05.001
Turel, O., & Serenko, A. (2006). Satisfaction with mobile services in Canada: An empirical investigation. Telecommunications Policy, 30(5-6), 314-331. doi:10.1016/j.telpol.2005.10.003
Vacha-Haase, T., & Thompson, B. (2004). How to estimate and interpret various effect sizes. Journal of Counseling Psychology, 51(4), 473-481.
Veasna, S., Wu, W. Y., & Huang, C. H. (2013). The impact of destination source credibility on destination satisfaction: The mediating effects of destination attachment and destination image. Tourism Management, 36, 511-526. doi:10.1016/j.tourman.2012.09.007
Verdegem, P., & Verleye, G. (2009). User-centered e-government in practice: A comprehensive model for measuring user satisfaction. Government Information Quarterly, 26(3), 487-497. doi:10.1016/j.giq.2009.03.005
Voss, K. E., Spangenberg, E. R., & Grohmann, B. (2003). Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of Marketing Research, 40(3), 310-320. doi:10.1509/jmkr.40.3.310.19238
Welch, E. W., Hinnant, C. C., & Moon, M. J. (2004). Linking citizen satisfaction with e-government and trust in government. Journal of Public Administration Research and Theory, 15(3), 371-391. doi:10.1093/jopart/mui021
Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: An alternative to the disconfirmation of expectation theory of consumer satisfaction. Advances in Consumer Research, 10, 256-261.
William, L. J., & Hazer, J. T. (1986). Antecedents and consequences of satisfaction and commitment in turnover models: A reanalysis using latent variable structural equation methods. Journal of Applied Psychology, 71(2), 219-231.
World Economic Forum, An Industry Project of the Financial Services Community Prepared in collaboration with Deloitte. (2015). The future of financial services. Retrieved from http://www.apa.org/pi/wpo/sexulization.html
Yi, Y. (1990). A critical review of consumer satisfaction. Review of Marketing (4),68-123.
Zhou, T. (2013). Understanding continuance usage intention of mobile internet sites. Universal Access in the Information Society, 13(3), 329-337. doi:10.1007/s10209-013-0313-4