How to cite this paper
Truong, T., Phan, H & Tran, M. (2020). A study on customer satisfaction on debit cards: The case of Vietnam.Uncertain Supply Chain Management, 8(2), 241-251.
Refrences
Al-Eisa, A., & Alhemound, A. (2009). Using a multiple attribute approach for measuring customer satisfaction with retail banking. International Journal of Banking Marketing, 27(4), 294-314.
Barber, N., & Scarcelli, J. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal, 20(1), 70-88.
Baskar, S., & Ramesh, M. (2010). Linkage between online banking service quality and. Perpectives of innovations, economics and business, 6, 45-52.
Boeschoten, W. C. (1998). Cash management, payment patterns and the demand for money. De Economist, 146, 117-142.
Brown, S. W., & Swartz, T. A. (1898). A gap analysis of professional service quality. The Journal of Marketing, 53(2), 92-98.
Che-Ha, N., & Hashim, S. (2007). Brand equity, customer satisfaction and loyalty: Malaysian banking sector. International Review of Business Research Papers, 3(5), 123-133.
Chu, T. K. (2014). Evaluate the customer satisfaction in service quality – The case in BIC, Haiduong branch. The Journal of Econimcs and Development, 206, 61 - 69.
Dick, A., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99 - 113.
Ennew, C., & Binks, M. (1999). Impact of participative service relationships on quality, satisfaction and retention: An exploratory study. Journal of Business Research, 46(2), 121-132.
Farokhi, S., Teimourpour, B., Shekarriz, F., & Masoudi, M. (2016). A new application of clustering for segmentation of banks’e-payment services based on profitability. Uncertain Supply Chain Management, 4(1), 55-60.
Gounaris, S., & Stathakopoulos, V. (2004). Antecedents and consequences of brand loyalty: an empirical study. The Journal of Brand management, 11(4), 283 - 306.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Gronroos, C. (2001). The perceived service quality concept – a mistake? Managing Service Quality: An International Journal, 11(3), 150-152.
Humphrey, D., Pulley, L., & Vesala, J. (1996). Cash, paper, and electronic payments: a cross-country analysis. The Journal of Money, credit, and banking, 28(2), 914-939.
Jamal, A. & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146-160.
Lehtinen, U., & Lehtinen, J. R. (1982). A study of quality dimensions. Service Management Institute, 5, 25-32.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Matzler, K., Wurtele, A., & Renzl, B. (2006). Dimensions of Price Satisfaction: A study in the Retail Banking Industry. International Journal of Banking Marketing, 24(4), 216-231.
Nguyen, M. S. (2017). Income Diversification and Bank Efficiency in Vietnam. Journal of Economics and Development, 19(3), 52-67.
Nguyen, N. & LeBlanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: an investigation in financial services. International Journal of Bank Marketing, 16(2), 52-65.
Nguyen, T. T. M. (2019). An investigation into the relationship between materialism and green purchase behavior in Vietnam and Taiwan. Journal of Economics and Development, 21(2), 247-258.
Negeri, M. (2018). Application of A Probit Model in Assessing Determinants of Formal Financial Saving Behavior of Rural Households: The Case of Sinana District, Ethiopia. Journal of Economics and Development, 20(2), 94-106.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. The Journal of Marketing research, 17, 460 - 469.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication. The Journal of Marketing, 49, 41 - 50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectation as a comparison standards in measuring service quality: implications for further research. The Journal of Marketing, 58(2), 111 - 124.
Parasuraman, A., Zeithmal, V. A., & Berry, L. L. (1988). SERQUAL: a multi-item scale for measuring consumer perceptions of the service quality. The Journal of Retaitling, 64, 12 - 40.
Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808.
Şchiopu, D. (2010). Applying twostep cluster analysis for identifying bank customers’ profile. Buletinul, 62, 66-75.
Seyedaliakbara, S. M., Zaripourb, M., Zangenehc, G. K., & Sadeghid, H. (2016). An investigation into the determinants of customer satisfaction. Uncertain Supply Chain Management, 4, 263-268.
Teas, R. K. (1993). Consumer Expectations and the Measurement of Perceived Service Quality. The Journal of Professional Services Marketing, 8(2), 33-54.
Tran, Đ. T., & Pham, L. (2013). The relationship between electronic banking and customer satisfaction, loyalty in Vietnam. The Journal of Economics and Development, 195, 26 - 33.
Tran, V. T., & Bui, N. N. (2013). Research on customer satisfaction on lending service offered by Vietinbank, Vinh Long and Can Tho branches. The Journal of Development and Integration, 13(13), 59 - 64.
Truong, T. H., & Phan, H. M. (2017). Assessing Vietnamese banking service quality based on customer satisfaction - Illustrating with debit card service. Business and Management: Framin compliance and dynamics (pp. 517-527). Ha Noi, Viet Nam: The National Economics University Publisher.
Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research, 3(3), 232-240.
Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm. New York: Irwin McGraw-Hill.
Barber, N., & Scarcelli, J. (2010). Enhancing the assessment of tangible service quality through the creation of a cleanliness measurement scale. Managing Service Quality: An International Journal, 20(1), 70-88.
Baskar, S., & Ramesh, M. (2010). Linkage between online banking service quality and. Perpectives of innovations, economics and business, 6, 45-52.
Boeschoten, W. C. (1998). Cash management, payment patterns and the demand for money. De Economist, 146, 117-142.
Brown, S. W., & Swartz, T. A. (1898). A gap analysis of professional service quality. The Journal of Marketing, 53(2), 92-98.
Che-Ha, N., & Hashim, S. (2007). Brand equity, customer satisfaction and loyalty: Malaysian banking sector. International Review of Business Research Papers, 3(5), 123-133.
Chu, T. K. (2014). Evaluate the customer satisfaction in service quality – The case in BIC, Haiduong branch. The Journal of Econimcs and Development, 206, 61 - 69.
Dick, A., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99 - 113.
Ennew, C., & Binks, M. (1999). Impact of participative service relationships on quality, satisfaction and retention: An exploratory study. Journal of Business Research, 46(2), 121-132.
Farokhi, S., Teimourpour, B., Shekarriz, F., & Masoudi, M. (2016). A new application of clustering for segmentation of banks’e-payment services based on profitability. Uncertain Supply Chain Management, 4(1), 55-60.
Gounaris, S., & Stathakopoulos, V. (2004). Antecedents and consequences of brand loyalty: an empirical study. The Journal of Brand management, 11(4), 283 - 306.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Gronroos, C. (2001). The perceived service quality concept – a mistake? Managing Service Quality: An International Journal, 11(3), 150-152.
Humphrey, D., Pulley, L., & Vesala, J. (1996). Cash, paper, and electronic payments: a cross-country analysis. The Journal of Money, credit, and banking, 28(2), 914-939.
Jamal, A. & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing, 20(4), 146-160.
Lehtinen, U., & Lehtinen, J. R. (1982). A study of quality dimensions. Service Management Institute, 5, 25-32.
Levesque, T., & McDougall, G. H. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14(7), 12-20.
Matzler, K., Wurtele, A., & Renzl, B. (2006). Dimensions of Price Satisfaction: A study in the Retail Banking Industry. International Journal of Banking Marketing, 24(4), 216-231.
Nguyen, M. S. (2017). Income Diversification and Bank Efficiency in Vietnam. Journal of Economics and Development, 19(3), 52-67.
Nguyen, N. & LeBlanc, G. (1998). The mediating role of corporate image on customers’ retention decisions: an investigation in financial services. International Journal of Bank Marketing, 16(2), 52-65.
Nguyen, T. T. M. (2019). An investigation into the relationship between materialism and green purchase behavior in Vietnam and Taiwan. Journal of Economics and Development, 21(2), 247-258.
Negeri, M. (2018). Application of A Probit Model in Assessing Determinants of Formal Financial Saving Behavior of Rural Households: The Case of Sinana District, Ethiopia. Journal of Economics and Development, 20(2), 94-106.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. The Journal of Marketing research, 17, 460 - 469.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implication. The Journal of Marketing, 49, 41 - 50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of expectation as a comparison standards in measuring service quality: implications for further research. The Journal of Marketing, 58(2), 111 - 124.
Parasuraman, A., Zeithmal, V. A., & Berry, L. L. (1988). SERQUAL: a multi-item scale for measuring consumer perceptions of the service quality. The Journal of Retaitling, 64, 12 - 40.
Reimer, A., & Kuehn, R. (2005). The impact of servicescape on quality perception. European Journal of Marketing, 39(7/8), 785-808.
Şchiopu, D. (2010). Applying twostep cluster analysis for identifying bank customers’ profile. Buletinul, 62, 66-75.
Seyedaliakbara, S. M., Zaripourb, M., Zangenehc, G. K., & Sadeghid, H. (2016). An investigation into the determinants of customer satisfaction. Uncertain Supply Chain Management, 4, 263-268.
Teas, R. K. (1993). Consumer Expectations and the Measurement of Perceived Service Quality. The Journal of Professional Services Marketing, 8(2), 33-54.
Tran, Đ. T., & Pham, L. (2013). The relationship between electronic banking and customer satisfaction, loyalty in Vietnam. The Journal of Economics and Development, 195, 26 - 33.
Tran, V. T., & Bui, N. N. (2013). Research on customer satisfaction on lending service offered by Vietinbank, Vinh Long and Can Tho branches. The Journal of Development and Integration, 13(13), 59 - 64.
Truong, T. H., & Phan, H. M. (2017). Assessing Vietnamese banking service quality based on customer satisfaction - Illustrating with debit card service. Business and Management: Framin compliance and dynamics (pp. 517-527). Ha Noi, Viet Nam: The National Economics University Publisher.
Varki, S., & Colgate, M. (2001). The role of price perceptions in an integrated model of behavioral intentions. Journal of Service Research, 3(3), 232-240.
Zeithaml, V. A., & Bitner, M. J. (2000). Services marketing: Integrating customer focus across the firm. New York: Irwin McGraw-Hill.