How to cite this paper
Pham, C., Vu, N & Tran, G. (2020). The role of e-learning service quality and e-trust on e-loyalty.Management Science Letters , 10(12), 2741-2750.
Refrences
Akter, S., Ray, P., & D’Ambra, J. (2013). Continuance of mHealth services at the bottom of the pyramid: the roles of service quality and trust. Electronic Markets, 23(1), 29-47.
Anwar, S., & Fang, H. (2006). An alternative test of racial prejudice in motor vehicle searches: Theory and evidence. American Eco-nomic Review, 96(1), 127-151.
Arnott, D. C., Wilson, D., Mukherjee, A., & Nath, P. (2007). Role of electronic trust in online retailing. European Journal of Market-ing.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and con-sumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133-152.
Beqiri, M. S., Chase, N. M., & Bishka, A. (2009). Online course delivery: An empirical investigation of factors affecting student sat-isfaction. Journal of Education for Business, 85(2), 95-100.
Chiu, C. M., Hsu, M. H., Sun, S. Y., Lin, T. C., & Sun, P. C. (2005). Usability, quality, value and e-learning continuance deci-sions. Computers & Education, 45(4), 399-416.
Cho, V., Cheng, T. E., & Lai, W. J. (2009). The role of perceived user-interface design in continued usage intention of self-paced e-learning tools. Computers & Education, 53(2), 216-227.
CIEM (2018). Vietnam’s readiness level to participate industrial revolution 4.0: In comparison with that of China. VNEP.
Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). On-line trust: concepts, evolving themes, a model. International Journal of Human-Computer Studies, 58(6), 737-758.
Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9-30.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Market-ing, 61(2), 35-51.
Eisingerich, A. B., & Bell, S. J. (2008). Perceived service quality and customer trust: does enhancing customers' service knowledge matter?. Journal of Service Research, 10(3), 256-268.
Elango, R., Gudep, V. K., & Selvam, M. (2008). Quality of e-Learning: An Analysis Based on e-Learners' Perception of e-Learning. Electronic Journal of E-learning, 6(1), 31-43.
Gambetta, D. )1988(. ‘Can We Trust?’, in D. Gambetta (ed.), Trust, Making and Breaking Cooperative Relations (Basil Blackwell, London), pp. 312-237.
Gronroos, C. (1984). A service quality model and its marketing implications.
Ha, H. Y. (2004). Factors influencing consumer perceptions of brand trust online. Journal of product & brand management.
Shauchenka, H. V., Bleimann, U., Knoll, M., & Clarke, N. L. (2010). Service Quality Assessment in Distance Learning. In INC (pp. 269-277).
Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynam-ics. Journal of Retailing, 80(2), 139-158.
Hay, D., Kinchin, I., & Lygo‐Baker, S. (2008). Making learning visible: the role of concept mapping in higher education. Studies in Higher Education, 33(3), 295-311.
Helgesen, Ø., & Nesset, E. (2007). What accounts for students' loyalty? Some field study evidence. International Journal of Educa-tional Management.
Henrie, C. R., Halverson, L. R., & Graham, C. R. (2015). Measuring student engagement in technology-mediated learning: A re-view. Computers & Education, 90, 36-53.
Henrie, C. R., Bodily, R., Larsen, R., & Graham, C. R. (2018). Exploring the potential of LMS log data as a proxy measure of stu-dent engagement. Journal of Computing in Higher Education, 30(2), 344-362.
Hiltz, S. R. (1994). The virtual classroom: Learning without limits via computer networks. Intellect Books.
Horton, T. R. (2006). The number of nuclei in basidiospores of 63 species of ectomycorrhizal Homobasidiomy-cetes. Mycologia, 98(2), 233-238.
Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecifi-cation. Psychological Methods, 3(4), 424.
Hue, H. T., Thuy, N. T., Thom, N. T., & Giang, T. T. H. (2019). The relationships among overall e-learning service quality, e-learning student trust, and e-learning student loyalty: Evidence in Vietnam. Socio-economic and environmental issues in devel-opment, 751.
Jerman-Blažič, B., & Klobučar, T. (2005). Privacy provision in e-learning standardized systems: status and improvements. Computer Standards & Interfaces, 27(6), 561-578.
Jones, J. M., & Vijayasarathy, L. R. (1998). Internet consumer catalog shopping: findings from an exploratory study and directions for future research. Internet Research.
Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: a content analysis. International Journal of Bank Marketing.
Urdan, T. A., & Weggen, C. C. (2004). WRHAMBRECHT+ CO (2000). Corporate E-learning: Exploring A New Frontier.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia pacific journal of marketing and logistics.
Kettner-Polley, R. B. (1999). The making of a virtual professor. ALN Magazine, 3(1), 15-23.
Khan, B. H. (Ed.). (2005). Managing e-learning: Design, delivery, implementation, and evaluation. IGI Global.
Kolsaker, A., & Payne, C. (2002). Engendering trust in e‐commerce: a study of gender‐based concerns. Marketing intelligence & planning.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education.
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Manage-ment, 4(4), 341-370.
Laurillard, D. (2013). Rethinking university teaching: A conversational framework for the effective use of learning technologies. Routledge.
Lee, B. C., Yoon, J. O., & Lee, I. (2009). Learners’ acceptance of e-learning in South Korea: Theories and results. Computers & Edu-cation, 53(4), 1320-1329.
Lee, Y. C. (2006). An empirical investigation into factors influencing the adoption of an e‐learning system. Online information re-view.
Lee, J. W. (2010). Online support service quality, online learning acceptance, and student satisfaction. The Internet and Higher Edu-cation, 13(4), 277-283.
Liaw, S. S., Huang, H. M., & Chen, G. D. (2007). Surveying instructor and learner attitudes toward e-learning. Computers & Educa-tion, 49(4), 1066-1080.
Liaw, S. S. (2008). Investigating students’ perceived satisfaction, behavioral intention, and effectiveness of e-learning: A case study of the Blackboard system. Computers & Education, 51(2), 864-873.
Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with Web site success in the context of electronic com-merce. Information & Management, 38(1), 23-33.
Long, M., & McMellon, C. (2004). Exploring the determinants of retail service quality on the Internet. Journal of Services Market-ing.
Luhmann, N. (1979). Trust: A mechanism for the reduction of social complexity. Trust and power: Two works by Niklas Luhmann, 1-103.
Marshall, S. (2006). eMM version two process assessment workbook. Wellington: Victoria University of Wellington.
Masoumi, D., & Lindström, B. (2012). Quality in e‐learning: a framework for promoting and assuring quality in virtual institu-tions. Journal of Computer Assisted Learning, 28(1), 27-41.
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23(3), 473-490.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Market-ing, 57(1), 81-101.
Paechter, M., Maier, B., & Macher, D. (2010). Students’ expectations of, and experiences in e-learning: Their relation to learning achievements and course satisfaction. Computers & Education, 54(1), 222-229.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future re-search. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Parasuraman, A., Berry, L., & Zeithaml, V. (2002). Refinement and reassessment of the SERVQUAL scale. Journal of Retail-ing, 67(4), 114.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quali-ty. Journal of Service Research, 7(3), 213-233.
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.
Sun, P. C., Tsai, R. J., Finger, G., Chen, Y. Y., & Yeh, D. (2008). What drives a successful e-Learning? An empirical investigation of the critical factors influencing learner satisfaction. Computers & Education, 50(4), 1183-1202.
Pham, L., Williamson, S., & Berry, R. (2018). Student perceptions of e-learning service quality, e-satisfaction, and e-loyalty. International Journal of Enterprise Information Systems (IJEIS), 14(3), 19-40.
Pham, L., Limbu, Y. B., Bui, T. K., Nguyen, H. T., & Pham, H. T. (2019). Does e-learning service quality influence e-learning stu-dent satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, 16(1), 7.
Reichheld, F., & Schefter, P. (2000). E-loyalty your secret weapon on the Web. Harvard Business Review, July-August, pp.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.
Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust 1. Journal of Personality, 35(4), 651-665.
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.
Schultz, D. E., & Bailey, S. E. (2000). Customer/brand loyalty in an interactive marketplace. Journal of Advertising Research, 40(3), 41-52.
Selim, H. M. (2007). Critical success factors for e-learning acceptance: Confirmatory factor models. Computers & education, 49(2), 396-413.
Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of Services Marketing, 13(2), 151-170.
Shee, D. Y., & Wang, Y. S. (2008). Multi-criteria evaluation of the web-based e-learning system: A methodology based on learner satisfaction and its applications. Computers & Education, 50(3), 894-905.
Trentin, G. (1997). Telematics and on‐line teacher training: the Polaris Project. Journal of Computer Assisted Learning, 13(4), 261-270.
Udo, G. J. (2001). Privacy and security concerns as major barriers for e‐commerce: a survey study. Information Management & Com-puter Security.
Uppal, M. A., Ali, S., & Gulliver, S. R. (2018). Factors determining e‐learning service quality. British Journal of Educational Tech-nology, 49(3), 412-426.
VDIC. (2012). Extension phase: Vietnam blended learning program 2011-2015. Journal of Innovative Education, 6(1), 115–133.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of ser-vices purchased from a multiservice provider: does age of relationship matter?. Journal of the Academy of Marketing Science, 30(3), 202-216.
Wang, Y. S., Wang, H. Y., & Shee, D. Y. (2007). Measuring e-learning systems success in an organizational context: Scale devel-opment and validation. Computers in Human Behavior, 23(4), 1792-1808.
Webster, J., & Hackley, P. (1997). Teaching effectiveness in technology-mediated distance learning. Academy of Management Jour-nal, 40(6), 1282-1309.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting retail quality. Journal of Retail-ing, 79(3), 183-198.
Wu, J. H., Tennyson, R. D., & Hsia, T. L. (2010). A study of student satisfaction in a blended e-learning system environ-ment. Computers & Education, 55(1), 155-164.
Wu, B. (2016). Identifying the influential factors of knowledge sharing in e-learning 2.0 systems. International Journal of Enterprise Information Systems (IJEIS), 12(1), 85-102.
Yang, Y., & Cornelious, L. F. (2005). Preparing instructors for quality online instruction. Online Journal of Distance Learning Ad-ministration, 8(1), 1-16.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITE-QUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
Zaheer, A., McEvily, B., & Perrone, V. (1998). Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance. Organization Science, 9(2), 141-159.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Market-ing, 60(2), 31-46.
Anwar, S., & Fang, H. (2006). An alternative test of racial prejudice in motor vehicle searches: Theory and evidence. American Eco-nomic Review, 96(1), 127-151.
Arnott, D. C., Wilson, D., Mukherjee, A., & Nath, P. (2007). Role of electronic trust in online retailing. European Journal of Market-ing.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and con-sumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133-152.
Beqiri, M. S., Chase, N. M., & Bishka, A. (2009). Online course delivery: An empirical investigation of factors affecting student sat-isfaction. Journal of Education for Business, 85(2), 95-100.
Chiu, C. M., Hsu, M. H., Sun, S. Y., Lin, T. C., & Sun, P. C. (2005). Usability, quality, value and e-learning continuance deci-sions. Computers & Education, 45(4), 399-416.
Cho, V., Cheng, T. E., & Lai, W. J. (2009). The role of perceived user-interface design in continued usage intention of self-paced e-learning tools. Computers & Education, 53(2), 216-227.
CIEM (2018). Vietnam’s readiness level to participate industrial revolution 4.0: In comparison with that of China. VNEP.
Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). On-line trust: concepts, evolving themes, a model. International Journal of Human-Computer Studies, 58(6), 737-758.
Cyr, D. (2008). Modeling web site design across cultures: relationships to trust, satisfaction, and e-loyalty. Journal of Management Information Systems, 24(4), 47-72.
Delone, W. H., & McLean, E. R. (2003). The DeLone and McLean model of information systems success: a ten-year update. Journal of Management Information Systems, 19(4), 9-30.
Doney, P. M., & Cannon, J. P. (1997). An examination of the nature of trust in buyer–seller relationships. Journal of Market-ing, 61(2), 35-51.
Eisingerich, A. B., & Bell, S. J. (2008). Perceived service quality and customer trust: does enhancing customers' service knowledge matter?. Journal of Service Research, 10(3), 256-268.
Elango, R., Gudep, V. K., & Selvam, M. (2008). Quality of e-Learning: An Analysis Based on e-Learners' Perception of e-Learning. Electronic Journal of E-learning, 6(1), 31-43.
Gambetta, D. )1988(. ‘Can We Trust?’, in D. Gambetta (ed.), Trust, Making and Breaking Cooperative Relations (Basil Blackwell, London), pp. 312-237.
Gronroos, C. (1984). A service quality model and its marketing implications.
Ha, H. Y. (2004). Factors influencing consumer perceptions of brand trust online. Journal of product & brand management.
Shauchenka, H. V., Bleimann, U., Knoll, M., & Clarke, N. L. (2010). Service Quality Assessment in Distance Learning. In INC (pp. 269-277).
Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynam-ics. Journal of Retailing, 80(2), 139-158.
Hay, D., Kinchin, I., & Lygo‐Baker, S. (2008). Making learning visible: the role of concept mapping in higher education. Studies in Higher Education, 33(3), 295-311.
Helgesen, Ø., & Nesset, E. (2007). What accounts for students' loyalty? Some field study evidence. International Journal of Educa-tional Management.
Henrie, C. R., Halverson, L. R., & Graham, C. R. (2015). Measuring student engagement in technology-mediated learning: A re-view. Computers & Education, 90, 36-53.
Henrie, C. R., Bodily, R., Larsen, R., & Graham, C. R. (2018). Exploring the potential of LMS log data as a proxy measure of stu-dent engagement. Journal of Computing in Higher Education, 30(2), 344-362.
Hiltz, S. R. (1994). The virtual classroom: Learning without limits via computer networks. Intellect Books.
Horton, T. R. (2006). The number of nuclei in basidiospores of 63 species of ectomycorrhizal Homobasidiomy-cetes. Mycologia, 98(2), 233-238.
Hu, L. T., & Bentler, P. M. (1998). Fit indices in covariance structure modeling: Sensitivity to underparameterized model misspecifi-cation. Psychological Methods, 3(4), 424.
Hue, H. T., Thuy, N. T., Thom, N. T., & Giang, T. T. H. (2019). The relationships among overall e-learning service quality, e-learning student trust, and e-learning student loyalty: Evidence in Vietnam. Socio-economic and environmental issues in devel-opment, 751.
Jerman-Blažič, B., & Klobučar, T. (2005). Privacy provision in e-learning standardized systems: status and improvements. Computer Standards & Interfaces, 27(6), 561-578.
Jones, J. M., & Vijayasarathy, L. R. (1998). Internet consumer catalog shopping: findings from an exploratory study and directions for future research. Internet Research.
Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: a content analysis. International Journal of Bank Marketing.
Urdan, T. A., & Weggen, C. C. (2004). WRHAMBRECHT+ CO (2000). Corporate E-learning: Exploring A New Frontier.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings. Asia pacific journal of marketing and logistics.
Kettner-Polley, R. B. (1999). The making of a virtual professor. ALN Magazine, 3(1), 15-23.
Khan, B. H. (Ed.). (2005). Managing e-learning: Design, delivery, implementation, and evaluation. IGI Global.
Kolsaker, A., & Payne, C. (2002). Engendering trust in e‐commerce: a study of gender‐based concerns. Marketing intelligence & planning.
Kotler, P., & Armstrong, G. (2010). Principles of marketing. Pearson education.
Lau, G. T., & Lee, S. H. (1999). Consumers' trust in a brand and the link to brand loyalty. Journal of Market-Focused Manage-ment, 4(4), 341-370.
Laurillard, D. (2013). Rethinking university teaching: A conversational framework for the effective use of learning technologies. Routledge.
Lee, B. C., Yoon, J. O., & Lee, I. (2009). Learners’ acceptance of e-learning in South Korea: Theories and results. Computers & Edu-cation, 53(4), 1320-1329.
Lee, Y. C. (2006). An empirical investigation into factors influencing the adoption of an e‐learning system. Online information re-view.
Lee, J. W. (2010). Online support service quality, online learning acceptance, and student satisfaction. The Internet and Higher Edu-cation, 13(4), 277-283.
Liaw, S. S., Huang, H. M., & Chen, G. D. (2007). Surveying instructor and learner attitudes toward e-learning. Computers & Educa-tion, 49(4), 1066-1080.
Liaw, S. S. (2008). Investigating students’ perceived satisfaction, behavioral intention, and effectiveness of e-learning: A case study of the Blackboard system. Computers & Education, 51(2), 864-873.
Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with Web site success in the context of electronic com-merce. Information & Management, 38(1), 23-33.
Long, M., & McMellon, C. (2004). Exploring the determinants of retail service quality on the Internet. Journal of Services Market-ing.
Luhmann, N. (1979). Trust: A mechanism for the reduction of social complexity. Trust and power: Two works by Niklas Luhmann, 1-103.
Marshall, S. (2006). eMM version two process assessment workbook. Wellington: Victoria University of Wellington.
Masoumi, D., & Lindström, B. (2012). Quality in e‐learning: a framework for promoting and assuring quality in virtual institu-tions. Journal of Computer Assisted Learning, 28(1), 27-41.
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998). Initial trust formation in new organizational relationships. Academy of Management Review, 23(3), 473-490.
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors affecting trust in market research relationships. Journal of Market-ing, 57(1), 81-101.
Paechter, M., Maier, B., & Macher, D. (2010). Students’ expectations of, and experiences in e-learning: Their relation to learning achievements and course satisfaction. Computers & Education, 54(1), 222-229.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future re-search. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perc. Journal of Retailing, 64(1), 12.
Parasuraman, A., Berry, L., & Zeithaml, V. (2002). Refinement and reassessment of the SERVQUAL scale. Journal of Retail-ing, 67(4), 114.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quali-ty. Journal of Service Research, 7(3), 213-233.
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.
Sun, P. C., Tsai, R. J., Finger, G., Chen, Y. Y., & Yeh, D. (2008). What drives a successful e-Learning? An empirical investigation of the critical factors influencing learner satisfaction. Computers & Education, 50(4), 1183-1202.
Pham, L., Williamson, S., & Berry, R. (2018). Student perceptions of e-learning service quality, e-satisfaction, and e-loyalty. International Journal of Enterprise Information Systems (IJEIS), 14(3), 19-40.
Pham, L., Limbu, Y. B., Bui, T. K., Nguyen, H. T., & Pham, H. T. (2019). Does e-learning service quality influence e-learning stu-dent satisfaction and loyalty? Evidence from Vietnam. International Journal of Educational Technology in Higher Education, 16(1), 7.
Reichheld, F., & Schefter, P. (2000). E-loyalty your secret weapon on the Web. Harvard Business Review, July-August, pp.
Ribbink, D., Van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal.
Rotter, J. B. (1967). A new scale for the measurement of interpersonal trust 1. Journal of Personality, 35(4), 651-665.
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.
Schultz, D. E., & Bailey, S. E. (2000). Customer/brand loyalty in an interactive marketplace. Journal of Advertising Research, 40(3), 41-52.
Selim, H. M. (2007). Critical success factors for e-learning acceptance: Confirmatory factor models. Computers & education, 49(2), 396-413.
Sharma, N., & Patterson, P. G. (1999). The impact of communication effectiveness and service quality on relationship commitment in consumer, professional services. Journal of Services Marketing, 13(2), 151-170.
Shee, D. Y., & Wang, Y. S. (2008). Multi-criteria evaluation of the web-based e-learning system: A methodology based on learner satisfaction and its applications. Computers & Education, 50(3), 894-905.
Trentin, G. (1997). Telematics and on‐line teacher training: the Polaris Project. Journal of Computer Assisted Learning, 13(4), 261-270.
Udo, G. J. (2001). Privacy and security concerns as major barriers for e‐commerce: a survey study. Information Management & Com-puter Security.
Uppal, M. A., Ali, S., & Gulliver, S. R. (2018). Factors determining e‐learning service quality. British Journal of Educational Tech-nology, 49(3), 412-426.
VDIC. (2012). Extension phase: Vietnam blended learning program 2011-2015. Journal of Innovative Education, 6(1), 115–133.
Verhoef, P. C., Franses, P. H., & Hoekstra, J. C. (2002). The effect of relational constructs on customer referrals and number of ser-vices purchased from a multiservice provider: does age of relationship matter?. Journal of the Academy of Marketing Science, 30(3), 202-216.
Wang, Y. S., Wang, H. Y., & Shee, D. Y. (2007). Measuring e-learning systems success in an organizational context: Scale devel-opment and validation. Computers in Human Behavior, 23(4), 1792-1808.
Webster, J., & Hackley, P. (1997). Teaching effectiveness in technology-mediated distance learning. Academy of Management Jour-nal, 40(6), 1282-1309.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting retail quality. Journal of Retail-ing, 79(3), 183-198.
Wu, J. H., Tennyson, R. D., & Hsia, T. L. (2010). A study of student satisfaction in a blended e-learning system environ-ment. Computers & Education, 55(1), 155-164.
Wu, B. (2016). Identifying the influential factors of knowledge sharing in e-learning 2.0 systems. International Journal of Enterprise Information Systems (IJEIS), 12(1), 85-102.
Yang, Y., & Cornelious, L. F. (2005). Preparing instructors for quality online instruction. Online Journal of Distance Learning Ad-ministration, 8(1), 1-16.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITE-QUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
Zaheer, A., McEvily, B., & Perrone, V. (1998). Does trust matter? Exploring the effects of interorganizational and interpersonal trust on performance. Organization Science, 9(2), 141-159.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Market-ing, 60(2), 31-46.