International Business Management

Year: 2015
Volume: 9
Issue: 6
Page No. 1297 - 1303

Strategy of Banking Organizations in Providing Better e-Services and their Effect on Creating Clients’ e-Trust (Case Study: e-Banking Services of Hekmat Iranian Bank)

Authors : Mohammad Hassan Ahmadi, Mohammad Reza Aslani, Mariam Akhavan Khrazian and Hossein Morid Sadat

References

Abzari, M., H. Ghorbani, S.K. Zade and E. Makinian, 2012. Rating influential factors of trust in internet setting by using Analysis of Hierarchical Process (AHP). IT Manage. Mag., 3: 1-17.

Akinci, S., E. Atilgan-Inan and S. Aksoy, 2010. Re-assessment of E-S-Qual and E-RecS-Qual in a pure service setting. J. Bus. Res., 63: 232-240.
CrossRef  |  

Bart, Y., V. Shankar, F. Sultan and G.L. Urban, 2005. Are the drivers and role of online trust and same for all web sites and consumers? A large-scale exploratory empirical study. J. Market., 69: 133-152.

Chai, L. and P.A. Pavlou, 2002. Customer relationship management: A cross-cultural empirical investigation of electronic commerce. Proceedings of the 8th Americas Conference on Information Systems, August 9-11, 2002, Dallas, USA., pp: 483-491.

Cox, J. and B.G. Dale, 2001. Service quality and e-commerce: An exploratory analysis. Managing Serv. Qual., 11: 121-131.
CrossRef  |  Direct Link  |  

Ding, D.X., P.J.H. Hu and O.R.L. Sheng, 2011. e-SELFQUAL: A scale for measuring online self-service quality. J. Bus. Res., 64: 508-515.
CrossRef  |  

Gefen, D., E. Karahanna and D.W. Straub, 2003. Inexperience and experience with online stores: The importance of tam and trust. IEEE Trans. Eng. Manage., 50: 307-321.
CrossRef  |  Direct Link  |  

Hoseini, S.H.K., M. Shirkhodaei and A. Kordnaeij, 2009. Effective factors on customer trust in e-commerce. J. Hum. Sci. Teacher, 13: 93-188.

Jarvenpaa, S.L., N. Tractinsky and M. Vitale, 2000. Consumer trust in an internet store. Inform. Technol. Manage., 1: 45-71.
CrossRef  |  Direct Link  |  

Kumar, N., 1996. The power of trust in manufacturer-retailer relationships. Harvard Bus. Rev., 74: 92-106.

Lee, F.H. and W.Y. Wu, 2011. Moderating effects of technology acceptance perspectives on e-service quality formation: Evidence from airline websites in Taiwan. Expert Syst. Applic., 38: 7766-7773.
CrossRef  |  

Marcella, A.J., 1999. Establishing Trust in Virtual Markets. Institute of Internal Auditors, USA., ISBN-13: 9780894134289, Pages: 89.

Mard, H.J. and A.S. Zadeh, 2010. Investigation of internet and websites brands and their effects on clients. Bus. Res. Monthly, 53: 225-256.

McKnight, D.H. and N.L. Chervany, 2002. What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. Int. J. Electron. Commerce, 6: 35-60.
Direct Link  |  

McKnight, D.H., V. Choudhury and C. Kacmar, 2002. The impact of initial consumer trust on intentions to transact with a web site: A trust building model. J. Strat. Inform. Syst., 11: 297-323.
Direct Link  |  

Merrilees, B. and M.L. Fry, 2003. E-trust: The influence of perceived interactivity on e-retailing users. Market. Intelli. Plann., 21: 123-128.
CrossRef  |  Direct Link  |  

Mukherjee, A. and P. Nath, 2003. A model of trust in online relationship banking. Int. J. Bank Market., 21: 5-15.
CrossRef  |  

Parasuraman, A., V.A. Zeithaml and A. Malhotra, 2005. E-S-Qual: A multiple item scale for measuring electronic service quality. J. Serv. Res., 7: 213-233.

Pavlou, P.A., 2003. Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. Int. J. Electron. Commer., 7: 101-134.
Direct Link  |  

Pennanen, K., T. Tiainen and H.T. Luomala, 2007. A qualitative exploration of a consumer's value-based e-trust building process: A framework development. Qual. Market Res.: Int. J., 10: 28-47.
CrossRef  |  Direct Link  |  

Reichheld, F.F., 1996. The Loyalty Effect: The Hidden Force Behind Growth, Profits and Lasting Value. 4th Edn., Harvard Business School Press, Boston, MA., USA., ISBN-13: 9780875844480, Pages: 323.

Sahadev, S. and K. Purani, 2008. Modelling the consequences of e-service quality. Market. Intell. Plann., 26: 605-620.
CrossRef  |  Direct Link  |  

Schurr, P.H. anmd J.L. Ozanne, 1985. Influences on exchange processes: Buyers' preconceptions of a seller's trustworthiness and bargaining toughness. J. Consumer Res., 11: 939-953.
Direct Link  |  

Tate, M., J. Evermann, B. Hope and S. Barnes, 2007. Perceived service quality in a university web portal: Revising the E-Qual instrument. Proceeding of the 40th Annual Hawaii International Conference on System Science, January 3-6, 2007, Waikoloa, HI., USA., pp: 147b-147b.

Urban, G.L., F. Sultan and W.J. Qualls, 2000. Placing trust at the center of your internet strategy. Sloan Manage. Rev., 42: 39-48.

Vanderstraeten, R., 2000. Autopoiesis and socialization: On Luhmann's reconceptualization of communication and socialization. Br. J. Sociol., 51: 581-598.
CrossRef  |  

Walczuch, R. and H. Lundgren, 2004. Psychological antecedents of institution-based consumer trust in e-retailing. Inform. Manage., 42: 159-177.
Direct Link  |  

Wolfinbarger, M.F. and M.C. Gilly, 2002. COMQ: Dimensional zing, measuring and predicting quality of the e-tailing experience. Working Paper, Marketing Science Institute, Cambridge, UK.

Yang, Z., M. Jun and R.T. Peterson, 2004. Measuring customer perceived online service quality. Int. J. Oper. Prod. Manage., 24: 1149-1174.
CrossRef  |  Direct Link  |  

Yousafzai, S.Y., J.G. Pallister and G.R. Foxall, 2003. A proposed model of e-trust for electronic banking. Technovation, 23: 847-860.
CrossRef  |  Direct Link  |  

Zahedi, S. and J. Biniaz, 2009. Measurement of e-services quality in raja passenger trains. IT Management Magazine, Year 1, pp: 65-82.

Zaker, N.H., 2007. Characteristics and seasonal variations of dissolved oxygen. Int. J. Environ. Res., 1: 296-301.
Direct Link  |  

Zeithaml, V.A., A. Parasuraman and A. Malhotra, 2000. E-service quality: Definition, dimensions and conceptual model. Working Paper, Marketing Science Institute, Cambridge, UK.

Design and power by Medwell Web Development Team. © Medwell Publishing 2024 All Rights Reserved