1 |
Arner, D. W., Barberis, J., & Buckey, R. P.(2016). FinTech, RegTech, and the reconceptualization of financial regulation. Nw. J. Int'l L. & Bus., 37, 371.
|
2 |
De Ruyter, K., Bloemer, J., & Peeters, P.(1997). Merging service quality and service satisfaction. An empirical test of an integrative model. Journal of economic psychology, 18(4), 387-406.
DOI
|
3 |
Ferrari, R.(2016). FinTech impact on retail banking-From a universal banking model to banking verticalization. The FinTech book: The financial technology handbook for investors, entrepreneurs and visionaries, 248-252.
|
4 |
Fornell, C.(1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.
DOI
|
5 |
Garvin, D. A.(1984). Product quality: An important strategic weapon. Business horizons, 27(3), 40-43.
DOI
|
6 |
Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, I.(2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: an empirical study of Pakistan Mobile telecommunication sector. Science International, 25(4), 971-980.
|
7 |
Leninkumar, V.(2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.
DOI
|
8 |
Heskett, J. L., Sasser, E. W., & Wheeler, J.(2008). Ownership Quotient: Putting the Service Profit Chain to Work for Unbeatable Competitive Advantage. Boston, MA: Harvard Business Review Press.
|
9 |
Chu, P. Y., Lee, G. Y., & Chao, Y.(2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: an international journal, 40(8), 1271-1283.
DOI
|
10 |
Lee, I., & Shin, Y. J.(2018). Fintech: Ecosystem, business models, investment decisions, and challenges. Business horizons, 61(1), 35-46.
DOI
|
11 |
Naik, C. K., Gantasala, S. B., & Prabhakar, G. V.(2010). Service quality(SERVQUAL) and its effect on customer satisfaction in retailing. European journal of social sciences, 16(2), 231-243.
|
12 |
Nunnally, J. C. (1978). Psychometric theory (2nd ed.). New York, NY: McGraw-Hill.
|
13 |
Karjaluoto, H., Shaikh, A. A., Saarijarvi, H., & Saraniemi, S.(2019). How perceived value drives the use of mobile financial services apps. International Journal of Information Management, 47, 252-261.
DOI
|
14 |
Heitmann, M., Lehmann, D. R., & Herrmann, A.(2007). Choice goal attainment and decision and consumption satisfaction. Journal of marketing research, 44(2), 234-250.
DOI
|
15 |
Hidayat, R., & Akhmad, S.(2016). Model Terpadu Kepuasan Pelanggan dan Loyalitas: Sebuah Analisis Bisnis Layanan Perbankan. MIMBAR, Jurnal Sosial Dan Pembangunan, 32(1), 139.
DOI
|
16 |
Kassim, N. M., & Abdullah, N. A.(2008). Customer loyalty in e-commerce settings: an empirical study. Electronic Markets, 18(3), 275-290.
DOI
|
17 |
Yen, Y. S., & Wu, F. S.(2016). Predicting the adoption of mobile financial services: The impacts of perceived mobility and personal habit. Computers in Human Behavior, 65, 31-42.
DOI
|
18 |
Kim, S. J., & Heo, C. M.(2021). Effects of Live Commerce and Show Host Attributes on Purchase Intention: Including the Mediating Effects of Content Flow. Asia-Pacific Journal of Business Venturing and Entrepreneurship, 16(3), 177-191.
DOI
|
19 |
Bhattacherjee, A.(2001). Understanding information systems continuance: An expectation-confirmation model. MIS quarterly, 351-370.
|
20 |
Hoe, L. C., & Mansori, S.(2018). The Effects of Product Quality on Customer Satisfaction and Loyalty: Evidence from Malaysian Engineering Industry. International Journal of Industrial Marketing, 3(1), 20.
DOI
|
21 |
Sirdeshmukh, D., Singh, J., & Sabol, B.(2002). Consumer trust, value, and loyalty in relational exchanges. Journal of marketing, 66(1), 15-37.
DOI
|
22 |
Ray, G., Muhanna, W. A., & Barney, J. B.(2005). Information technology and the performance of the customer service process: A resource-based analysis. MIS quarterly, 625-652.
|
23 |
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
|
24 |
Siek, M., & Sutanto, A.(2019). Impact analysis of fintech on banking industry. In 2019 International Conference on Information Management and Technology (ICIMTech), 1, 356-361.
|
25 |
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
|
26 |
Wandi, Y., Rivai Zainal, V., Arafah, W., Kurniawan Subagja, I., & Al Jaffri Saad, R.(2020). The The Effect of Service Quality and Product Quality on Customer Satisfaction of Islamic Banks with Customer Awareness as an Intervening Variable in Islamic Banks West Sumatera, Indonesia. Humanities & Social Sciences Reviews, 8(1), 682-690.
DOI
|
27 |
Kenyon, G., & Sen, K.(2012). A model for assessing consumer perceptions of quality. International Journal of Quality and Service Sciences, 4(2), 175-188.
DOI
|
28 |
Kim, D. J., Ferrin, D. L., & Rao, H. R.(2009). Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Information systems research, 20(2), 237-257.
DOI
|
29 |
Utami, S.(2015). The influence of customers' trust on customer loyalty. International Journal of Economics, Commerce and Management United Kingdom, 3(7), 638-653.
|
30 |
Vives, X.(2017). The impact of FinTech on banking. European Economy, (2), 97-105.
|
31 |
Woodruff, R. B.(1997). Customer value: the next source for competitive advantage. Journal of the academy of marketing science, 25(2), 139-153.
DOI
|
32 |
Chodzaza, G. E., & Gombachika, H. S. H.(2013). Service quality, customer satisfaction and loyalty among industrial customers of a public electricity utility in Malawi. International Journal of Energy Sector Management, 7(2), 269-282.
DOI
|
33 |
Akhtar, M. F., Ali, K., & Sadaqat, S.(2011). Factors influencing the profitability of Islamic banks of Pakistan. International Research Journal of Finance and Economics, 66(66), 1-8.
|
34 |
Alt, R., Beck, R., & Smits, M. T.(2018). FinTech and the transformation of the financial industry. Electronic Markets, 28(3), 235-243.
DOI
|
35 |
Yee, R. W., Yeung, A. C., & Cheng, T. C. E.(2011). The service-profit chain: An empirical analysis in high-contact service industries. International Journal of Production Economics, 130(2), 236-245.
DOI
|
36 |
Tasca, P., Aste, T., Pelizzon, L., & Perony, N.(2016). Banking Beyond Banks and Money: A Guide to Banking Services in the Twenty-First Century(New Economic Windows) Switzerland: Springer.
|
37 |
Turel, O., Yuan, Y., & Connelly, C. E.(2008). In justice we trust: predicting user acceptance of e-customer services. Journal of Management Information Systems, 24(4), 123-151.
DOI
|
38 |
Cameran, M., Moizer, P., & Pettinicchio, A.(2010). Customer satisfaction, corporate image, and service quality in professional services. The service industries journal, 30(3), 421-435.
DOI
|
39 |
Choi, J., Seol, H., Lee, S., Cho, H., & Park, Y.(2008). Customer satisfaction factors of mobile commerce in Korea. Internet Research, 18(3), 313-335.
DOI
|
40 |
Odekerken-Schroder, G., De Wulf, K., Kasper, H., Kleijnen, M., Hoekstra, J., & Commandeur, H.(2001). The impact of quality on store loyalty: a contingency approach. Total Quality Management, 12(3), 307-322.
DOI
|
41 |
Parasuraman, A., & Grewal, D.(2000). The impact of technology on the quality-value-loyalty chain: a research agenda. Journal of the academy of marketing science, 28(1), 168-174.
DOI
|
42 |
Parasuraman, A., Zeithaml, V. A., & Berry, L. L.(1985). A conceptual model of service quality and its implications for future research. Journal of marketing, 49(4), 41-50.
DOI
|
43 |
Pavlou, P. A., Liang, H., & Xue, Y.(2007). Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS quarterly, 105-136.
|
44 |
Peng, L. S., & Moghavvemi, S.(2015). The dimension of service quality and its impact on customer satisfaction, trust, and loyalty: A case of Malaysian banks. Asian Journal of Business and Accounting, 8(2).
|
45 |
Shemwell, D. J., Yavas, U., & Bilgin, Z.(1998). Customer-service provider relationships: An empirical test of a model of service quality, satisfaction and relationship-oriented outcomes. International Journal of Service Industry Management, 9(2), 155-168.
DOI
|
46 |
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A.(1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of marketing research, 30(1), 7-27.
DOI
|
47 |
Li, Y., Spigt, R., & Swinkels, L.(2017). The impact of FinTech start-ups on incumbent retail banks' share prices. Financial Innovation, 3(1), 1-16.
DOI
|
48 |
Kotler, P., & Armstrong, G. (2012). Principles of marketing 14th edition. New Jearsey: Pearson Education Inc.
|
49 |
Belas, J., & Gabcova, L.(2016). The relationship among customer satisfaction, loyalty and financial performance of commercial banks. E a M: Ekonomie a Management, 19(1), 132-147.
DOI
|
50 |
Boot, A. W.(2016). Understanding the future of banking scale and scope economies, and fintech. The Future of Large, Internationally Active Banks, 55, 431.
DOI
|
51 |
Clarke, K.(2001). What price on loyalty when a brand switch is just a click away? Qualitative Market Research: An International Journal, 4(3), 160-168.
DOI
|
52 |
Dube, L., & Maute, M.(1996). The antecedents of brand switching, brand loyalty and verbal responses to service failure. Advances in services marketing and management, 5, 127-151.
DOI
|
53 |
Herington, C., & Weaven, S.(2009). Implementing the marketing concept in travel organizations: The important moderating influence of perceived organizational support. Journal of Hospitality Marketing & Management, 18(7), 692-717.
DOI
|
54 |
Lim, K. S., & Razzaque, M. A.(1997). Brand loyalty and situational effects: An interactionist perspective. Journal of International Consumer Marketing, 9(4), 95-115.
DOI
|
55 |
Burtch, G., Ghose, A., & Wattal, S.(2015). The hidden cost of accommodating crowdfunder privacy preferences: A randomized field experiment. Management Science, 61(5), 949-962.
DOI
|
56 |
Chavan, J., & Ahmad, F.(2013). Factors affecting on customer satisfaction in retail banking: An empirical study. International Journal of Business and Management Invention, 2(1), 55-62.
|
57 |
Chuen, D. L. K., & Teo, E. G.(2015). Emergence of FinTech and the LASIC principles. Journal of Financial Perspectives, 3(3), 24-36.
|
58 |
Churchill, G. A., & Iacobucci, D.(2006). Marketing research: methodological foundations. New York: Dryden Press.
|
59 |
Coelho, P. S., & Henseler, J.(2012). Creating customer loyalty through service customization. European Journal of Marketing, 46(3/4), 331-356.
DOI
|
60 |
Cronin Jr, J. J., & Taylor, S. A.(1992). Measuring service quality: a reexamination and extension. Journal of marketing, 56(3), 55-68.
DOI
|
61 |
Bunea, S., Kogan, B., & Stolin, D.(2016). Banks Versus FinTech: At Last, it's Official. Journal of Financial Transformation, 44, 122-131.
|
62 |
Moorman, C., Deshpande, R., & Zaltman, G.(1993). Factors affecting trust in market research relationships. Journal of marketing, 57(1), 81-101.
DOI
|
63 |
Lim, S. H.(2016). An investigation of the psychology of password replacement by email users. Journal of the Korea Institute of Information Security & Cryptology, 26(5), 1251-1258.
DOI
|
64 |
Loo, M. K. L.(2019). Enhancing Financial Inclusion in ASEAN: Identifying the Best Growth Markets for Fintech. Journal of Risk and Financial Management, 12(4), 181.
DOI
|
65 |
Mollick, E.(2014). The dynamics of crowdfunding: An exploratory study. Journal of business venturing, 29(1), 1-16.
DOI
|
66 |
Munari, L., Ielasi, F., & Bajetta, L.(2013). Customer satisfaction management in Italian banks. Qualitative Research in Financial Markets, 5(2), 139-160.
DOI
|
67 |
Grover, V., Cheon, M. J., & Teng, J. T.(1996). The effect of service quality and partnership on the outsourcing of information systems functions. Journal of Management information systems, 12(4), 89-116.
DOI
|
68 |
Ridings, C. M., Gefen, D., & Arinze, B.(2002). Some antecedents and effects of trust in virtual communities. The journal of strategic Information Systems, 11(3-4), 271-295.
DOI
|
69 |
Tam, J. L.(2004). Customer satisfaction, service quality and perceived value: an integrative model. Journal of marketing management, 20(7-8), 897-917.
DOI
|