1 |
Nguyen, T. (2017). Customer satisfaction with quality of automated customs clearance service VNACCS/VCIS in Danang (Danang University of Economics). Retrieved from: https://drive.google.com/drive/u/1/folders/15erD2Z4PvtwPpQ83D187oUltg8pD_ohD
|
2 |
Oliver, R. L. (1977). Effect of expectation and disconfirmation on post-exposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62(4), 480-486.
DOI
|
3 |
Papadomichelaki, X., & Mentzas, G. (2012). e-GovQual: A multiple-item scale for assessing e-government service quality. Government Information Quarterly, 29(1), 98-109.
DOI
|
4 |
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1991). Refinement and reassessment of the SERVQUAL scale. Journal of Retailing, 67(4), 420-450.
|
5 |
Pitt, L. F., Watson, R. T., & Kavan, C. B. (1995). Service Quality: A Measure of Information Systems Effectiveness. MIS Quarterly, 19(2), 173-187.
DOI
|
6 |
Rust, & Oliver, R. L. (1994). Service quality: Insights and managerial implications from the frontier. In: Service Quality: New Directions in Theory and Practice (pp. 1-19). Thousand Oaks, CA: Sage Publications. http://dx.doi.org/10.4135/9781452229102.n1
|
7 |
Santos, J. (2003). E‐service quality: A model of virtual service quality dimensions. Managing Service Quality: An International Journal, 13(3), 233-246.
DOI
|
8 |
Seetharaman, A., Saravanan, A. S., Patwa, N., & Bey, J. M. (2017). The Impact of Property Management Services on Tenants' Satisfaction with Industrial Buildings. Journal of Asian Finance, Economics and Business, 4(3), 57-73. http://dx.doi.org/10.13106/jafeb.2017.vol4.no3.57
DOI
|
9 |
Bhattacharya, D., Gulla, U., & Gupta, M. P. (2012). E‐service quality model for Indian government portals: Citizens' perspective. Journal of Enterprise Information Management, 25(3), 246-271.
DOI
|
10 |
Birkinshaw, P. (2006). Freedom of Information and Openness: Fundamental Human Rights? Administrative Law Review, 58(1), 177-218. www.jstor.org/stable/40712007
|
11 |
Van Dyke, T. P., Kappelman, L. A., & Prybutok, V. R. (1997). Measuring Information Systems Service Quality: Concerns on the Use of the SERVQUAL Questionnaire. MIS Quarterly, 21(2), 195-208.
DOI
|
12 |
Szymanski, D. M., & Henard, D. H. (2001). Customer satisfaction: A meta-analysis of the empirical evidence. Journal of the Academy of Marketing Science, 29(1), 16-35.
DOI
|
13 |
United Nations. (2018). United Nations E-Government Survey 2018: Gearing E-Government to Support Transformation towards Sustainable and Resilient Societies. Retrieved June 7, 2020, from: https://www.un-ilibrary.org/democracy-and-governance/united-nations-egovernment-survey-2018_d54b9179-en
|
14 |
Usman, H. (2015). Customers trust on Islamic banks in Indonesia. Journal of Asian Finance, Economics, and Business, 2(1), 5-13. https://doi.org/10.13106/jafeb.2015.vol2.no1.5.
DOI
|
15 |
Venkatesh, V., Thong, J. Y. L., Chan, F. K. Y., Hu, P. J.-H., & Brown, S. A. (2011). Extending the two-stage information systems continuance model: Incorporating UTAUT predictors and the role of context: Context, expectations and IS continuance. Information Systems Journal, 21(6), 27-555.
|
16 |
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
|
17 |
Warkentin, M., Gefen, D., Pavlou, P., & Rose, G. M.(2002). Encouraging Citizen Adoption of e Government by Building Trust. Electronic Markets, 12(3), 157-162.
DOI
|
18 |
Welch, E. W. (2004). Linking Citizen Satisfaction with E-Government and Trust in Government. Journal of Public Administration Research and Theory, 15(3), 371-391.
DOI
|
19 |
Cardozo, R. N. (1965). An Experimental Study of Customer Effort, Expectation, and Satisfaction. Journal of Marketing Research, 2(3), 244-249.
DOI
|
20 |
Westbrook, R. A., & Reilly, M. D. (1983). Value-percept disparity: an alternative to the disconfirmation of expectations theory of consumer satisfaction. ACR North American Advances, 10(1), 256-261.
|
21 |
Carter, L., & Belanger, F. (2005). The utilization of e-government services: Citizen trust, innovation and acceptance factors. Information Systems Journal, 15(1), 5-25.
DOI
|
22 |
Chan, F., Thong, J., Venkatesh, V., Brown, S., Hu, P., & Tam, K. (2010). Modeling Citizen Satisfaction with Mandatory Adoption of an E-Government Technology. Journal of the Association for Information Systems, 11(10), 519-549.
DOI
|
23 |
Chen, J. V., Jubilado, R. J. M., Capistrano, E. P. S., & Yen, D. C. (2015). Factors affecting online tax filing - An application of the IS Success Model and trust theory. Computers in Human Behavior, 43, 251-262.
DOI
|
24 |
Vietnam E-government Portal. (2019). Vietnam ICT index 2019. Retrieved June 7, 2020, from: http://egov.chinhphu.vn/ket-qua-xep-hang-vietnam-ict-index-2019-a-newsdetails-37749-186186.html
|
25 |
Collier, J. E., & Sherrell, D. L. (2010). Examining the influence of control and convenience in a self-service setting. Journal of the Academy of Marketing Science, 38(4), 490-509.
DOI
|
26 |
Day (1984). Modeling Choices Among Alternative Responses to Dissatisfaction. In NA - Advances in Consumer Research, Volume 11 (pp. 496-499), Thomas C. Kinnear (ed.), Provo, UT: Association for Consumer Research.
|
27 |
Hujran, O. A., Aloudat, A., & Altarawneh, I. (2013, April 1). Factors Influencing Citizen Adoption of E-Government in Developing Countries: The Case of Jordan. International Journal of Technology and Human Interaction, 9(2), 1-19.
DOI
|
28 |
Delone, W., & McLean, E. (2003). The DeLone and McLean Model of Information Systems Success: A Ten-Year Update. Journal of Management Information Systems, 19(4), 9-30.
DOI
|
29 |
Giao, H. N. K. (2020). Customer Satisfaction at Tiki.vn E-Commerce Platform. Journal of Asian Finance, Economics, and Business, 7(4), 173-183. https://doi.org/10.13106/jafeb.2020.vol7.no4.173
DOI
|
30 |
Gilbert, D., Balestrini, P., & Littleboy, D. (2004). Barriers and benefits in the adoption of e-government. International Journal of Public Sector Management, 17(4), 286-301.
DOI
|
31 |
Jiang, J. J., Klein, G., & Crampton, S. M. (2000). A Note on SERVQUAL Reliability and Validity in Information System Service Quality Measurement. Decision Sciences, 31(3), 725-744.
DOI
|
32 |
Kim, S., & Lee, J. (2012). E-participation, transparency, and trust in local government. Public Administration Review, 72(6), 819-828.
DOI
|
33 |
Meijer, A. (2013). Understanding the complex dynamics of transparency. Public Administration Review, 73(3), 429-439.
DOI
|
34 |
Lin, H.-F. (2007). The Impact of Website Quality Dimensions on Customer Satisfaction in the B2C E-commerce Context. Total Quality Management & Business Excellence, 18(4), 363-378.
DOI
|
35 |
Livari, J. (2005). An empirical test of the DeLone-McLean model of information system success. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 36(2), 8-27.
DOI
|
36 |
Loan, N. (2020). Business satisfaction of online tax filing service in Thai Nguyen (Thai Nguyen University of Economics-Finance). Retrieved from: https://drive.google.com/drive/u/1/folders/15erD2Z4PvtwPpQ83D187oUltg8pD_ohD
|
37 |
Meuter, M. L., Ostrom, A. L., Roundtree, R. I., & Bitner, M. J. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64.
DOI
|
38 |
Miyazaki, A. D., & Fernandez, A. (2001). Consumer Perceptions of Privacy and Security Risks for Online Shopping. Journal of Consumer Affairs, 35(1), 27-44.
DOI
|
39 |
Mosahab, R., Mahamad, O., & Ramayah, T. (2010). Service Quality, Customer Satisfaction and Loyalty: A Test of Mediation. International Business Research, 3(4), 72. DOI:10.5539/ibr.v3n4p72
|