How to cite this paper
Giao, H., Vuong, B & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam.Uncertain Supply Chain Management, 8(2), 351-370.
Refrences
Abdullah, F., & Ward, R. (2016). Developing a general extended technology acceptance model for e-learning (GETAMEL) by analysing commonly used external factors. Computers in Human Behavior, 56, 238-256.
Abubakar, A. M., Ilkan, M., & Sahin, P. (2016). eWOM, eReferral and gender in the virtual community. Marketing Intelligence & Planning, 34(5), 692–710.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Inf. Manage., 39(6), 467-476.
Alshibly, H., & Chiong, R. (2015). Customer empowerment: Does it influence electronic government success? A citizen-centric perspective. Electronic Commerce Research and Applications, 14(6), 393-404.
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Arndt, J. (1967). Role of product-related conversationsin the diffusion of a newproduct. JournalofMarketingResearch, 4, 291-295.
Bansal, H. S., McDougall, G. H. G., Dikolli, S. S., et al. (2004). Relating e‐satisfaction to behavioral outcomes: an empirical study. Journal of Services Marketing, 18(4), 290–302.
Bidgoli, H. (2010). The Handbook of Technology Management, Supply Chain Management, Marketing and Advertising, and Global Management. Chichester, United Kingdom: John Wiley and Sons Ltd.
Bone, P. F. (1992). Determinants of word-of-mouth communications during product consumption. Advances in Consumer Research, 19(1), 579-583.
Bulut, Z. A., & Karabulut, A. N. (2018). Examining the role of two aspects of eWOM in online repurchase intention: An integrated trust–loyalty perspective. Journal of Consumer Behaviour, 17(4), 407-417.
Chang, H. H., & Chen, S. W. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(6), 2927-2944.
Cheung, C. M. K., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54, 461-470.
Chu, F., & Zhang, X. (2016, 24-27 July). Satisfaction, trust and online purchase intention: A study of consumer perceptions. Paper presented at the 2016 International Conference on Logistics, Informatics and Service Sciences (LISS).
Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Cimigo. (2019). Vietnam online shopping hits 60% penetration. Retrieved from https://blog.cimigo.com/vietnam-online-shopping/
Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic Commerce Research and Applications, 2(3), 203-215.
Cosgun, V., & Dogerlioglu, O. (2012). Critical success factors affecting e-commerce activities of small and medium enterprises. Information Technology Journal, 11, 1664-1676.
Curran, J. M., & Lennon, R. (2011). Participating in the conversation: Exploring usage of social media networking sites. Academy of Marketing Studies Journal, 15(1), 21-38.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: The Indian experience. Online Information Review, 32(6), 773–790.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace. Journal of Applied Social Psychology, 22(14), 1111-1132.
Dolnicar, S., Coltman, T., & Sharma, R. (2015). Do satisfied tourists really intend to come back? Threeconcerns with empirical studies linking satisfaction to behavioural intentions. Journal of Travel Research, 54(2), 152-178.
Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59(4), 451-474.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90.
Ghalandari, K. (2012). The effect of e-service quality on e-trust and e-satisfaction as key factors influencing creation of e-loyalty in e-business context: The moderating role of situational factors. Journal of Basic and Applied Scientific Research, 2(12), 12847-12855.
Giao, H. N. K., & Vuong, B. N. (2019). Giáo Trình Cao Học Phương Pháp Nghiên Cứu Trong Kinh Doanh Cập Nhật SmartPLS. TP. Hồ Chí Minh, Việt Nam: Nhà Xuất Bản Tài Chính.
Goles, T., Rao, S. V., Lee, S., et al. (2009). Trust violation in electronic commerce: Customer concerns and reactions. Journal Of Computer Information Systems, 49(4), 1-9.
Gommans, M., Krishman, K. S., & Scheffold, K. B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic & Social Research, 3(1), 43.
Hair, J. F., Hult, G. T. M., Ringle, C. M., et al. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage Publication, Inc.
Hernandez, B., Jimenez, J., & Jose Martin, M. (2009). The impact of self-efficacy, ease of use and usefulness on e-purchasing: An analysis of experienced e-shoppers. Interacting with Computers, 21(1), 146-156.
Iprice. (2019). The map of e-commerce in Vietnam. Retrieved from https://iprice.vn/insights/mapofecommerce/en/
Ittner, C. D., & Larcker, D. F. (1998). Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction. Journal of Accounting Research, 36, 1-35.
Jin, B., Yong Park, J., & Kim, J. (2008). Cross‐cultural examination of the relationships among firm reputation, e‐satisfaction, e‐trust, and e‐loyalty. International Marketing Review, 25(3), 324–337.
Joines, J., Scherer, C., & Scheufele, D. (2003). Exploring motivations for consumer Web use and their implications for e‐commerce. Journal of Consumer Marketing, 20(2), 90-108.
Karthika, I., & Manojanaranjani, A. (2018). A Study on the various food ordering apps based on consumer preference. World Wide Journal of Multidisciplinary Research and Development, 4(11), 88-89.
Kaur, P., & Joshi, M. M. (2012). E-commerce in india: A review. InternatIonal Journal of Computer SCIenCe and teChnology, 3(1), 802-804.
Kim, D., & Benbasat, I. (2003). Trust-related arguments in internet stores: A framework for evaluation. Journal of Electronic Commerce Research, 4(2), 49-64.
Kim, J., Ahn, K., & Chung, N. (2013). Examining the factors affecting perceived enjoyment and usage intention of ubiquitous tour information services: A service quality perspective. Asia Pacific Journal of Tourism Research, 18(6), 598-617.
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers'emotion, perceived risk and purchase intention. Journal of Research in Interactive Marketing, 7(1), 33 - 56.
Li, H., Aham-Anyanwu, N., Tevrizci, C., et al. (2015). The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception. Electronic Commerce Research, 15(4), 585-615.
Liao, C., Palvia, P., & Lin, H.-N. (2006). The roles of habit and web site quality in e-commerce. International Journal of Information Management, 26(6), 469-483.
Lii, Y., & Lee, M. (2012). The joint effects of compensation frames and price levels on service recovery of online pricing error. Managing Service Quality: An International Journal, 22(1), 4-20.
Lim, W., & Ting, D. H. (2012). E-shopping: An analysis of the uses and gratifications theory. Modern Applied Science, 6, 48-63.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2018). A retrospective view of electronic word-of-mouth in hospitality and tourism management. International Journal of Contemporary Hospitality Management, 30(1), 313-325.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. The Academy of Management Review, 20(3), 709-734.
Mihić, M., & Kursan Milaković, I. (2017). Examining shopping enjoyment: personal factors, word of mouth and moderating effects of demographics. Economic Research-Ekonomska Istraživanja, 30(1), 1300-1317.
Mohan, G., Sivakumaran, B., & Sharma, P. (2013). Impact of store environment on impulse buying behavior. European Journal of Marketing, 47(10), 1711–1732.
Nusair, K. K., & Kandampully, J. (2008). The antecedents of customer satisfaction with online travel services: A conceptual model. European Business Review, 20(1), 4-19.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer (2nd Ed.). New York: Routledge.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14(4), 495-507.
Oppenheim, C. (2006). Evaluation of web sites for B2C e‐commerce. Aslib Proceedings, 58(3), 237-260.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7, 101-134.
Polites, G. L., Williams, C. K., Karahanna, E., et al. (2012). A theoretical framework for consumer e-satisfaction and site stickiness: An evaluation in the context of online hotel reservations. Journal of Organizational Computing and Electronic Commerce, 22(1), 1-37.
Prayag, G., Hosany, S., Muskat, B., et al. (2017). Understanding the relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. Journal of Travel Research, 56(1), 41-54.
Puranik, R., & Bansal, A. (2014). A study of internet users' perception towards e-shopping. Pacific Business Review International, 6(9), 37-44.
Ribbink, D., Van Riel, A. C., Liljander, V., et al. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14, 446-456.
Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47(1), 68-78.
Rodgers, W., Negash, S., & Suk, K. (2005). The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction. Psychology & Marketing, 22(4), 313-331.
Safa, N. S., & Solms, R. V. (2016). Customers repurchase intenton formaton in e-commerce. South African Journal of Informaton Management, 18(1), 1-9.
Salehnia, N., Saki, M., Eshaghi, A., et al. (2014). A model of e-loyalty and word-of-mouth based on e-trust in e-banking services (case study: Mellat bank). New Marketing Research Journal(Special Issue), 101-114.
Serra-Cantallops, A., Ramon-Cardona, J., & Salvi, F. (2018). The impact of positive emotional experiences on eWOM generation and loyalty. Spanish Journal of Marketing.
Shin, J. I., Chung, K. H., Oh, J. S., et al. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463.
Silverman, G. (2011). The secrets of word-of-mouth marketing: How to trigger exponential sales through runaway word of mouth. New York AMACOM.
Taheri, F., & Akbari, N. (2016). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Academic Institute for Science and Technology, 3(4), 21-27.
Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106-120.
Tirtayani, I. G. A., & Sukaatmadja, I. P. G. (2018). The effect of perceived website quality, e-satisfaction, and e -trust towards online repurchase intention. International Journal of Economics, Commerce and Management, 6(10), 262-287.
Tsao, W.-C., & Hsieh, M.-T. (2012). Exploring how relationship quality influences positive eWOM: the importance of customer commitment. Total Quality Management & Business Excellence, 23(7-8), 821-835.
VECITA. (2018). E-commerce industry in Vietnam. Retrieved from www.ukabc.org.uk/wp-content/uploads/2018/09/EVBN-Report-E-commerce-Final-Update-180622.pdf
Vuong, B. N., & Giao, H. N. K. (2019). The impact of perceived brand globalness on consumers’ purchase intention and the moderating role of consumer ethnocentrism: An evidence from vietnam. Journal of International Consumer Marketing, 1-22. doi:10.1080/08961530.2019.1619115
Wangenheim, F. V. (2005). Postswitching negative word of mouth. Journal of Service Research, 8(1), 67-78.
Warrington, T. B., Abgrab, N. j., & Caldwell, H. M. (2000). Building trust to develop competitive advantage in e‐business relationships. Competitiveness Review, 10(2), 160–168.
Wen, C. (2012). The impact of quality on customer behavioral intentions based on the consumer decision making process as applied in e-commerce. (Doctor of Philosophy), University of North Texas, Texas.
Wen, C., Prybutok, V. R., & Xu, C. (2011). An integrated model for customer online repurchase intention. Journal Of Computer Information Systems, 52(1), 14-23.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198.
Yang, F. X. (2017). Effects of restaurant satisfaction and knowledge sharing motivation on eWOM intentions: The moderating role of technology acceptance factors. Journal of Hospitality & Tourism Research, 41(1), 93-127.
Abubakar, A. M., Ilkan, M., & Sahin, P. (2016). eWOM, eReferral and gender in the virtual community. Marketing Intelligence & Planning, 34(5), 692–710.
Aladwani, A. M., & Palvia, P. C. (2002). Developing and validating an instrument for measuring user-perceived web quality. Inf. Manage., 39(6), 467-476.
Alshibly, H., & Chiong, R. (2015). Customer empowerment: Does it influence electronic government success? A citizen-centric perspective. Electronic Commerce Research and Applications, 14(6), 393-404.
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Arndt, J. (1967). Role of product-related conversationsin the diffusion of a newproduct. JournalofMarketingResearch, 4, 291-295.
Bansal, H. S., McDougall, G. H. G., Dikolli, S. S., et al. (2004). Relating e‐satisfaction to behavioral outcomes: an empirical study. Journal of Services Marketing, 18(4), 290–302.
Bidgoli, H. (2010). The Handbook of Technology Management, Supply Chain Management, Marketing and Advertising, and Global Management. Chichester, United Kingdom: John Wiley and Sons Ltd.
Bone, P. F. (1992). Determinants of word-of-mouth communications during product consumption. Advances in Consumer Research, 19(1), 579-583.
Bulut, Z. A., & Karabulut, A. N. (2018). Examining the role of two aspects of eWOM in online repurchase intention: An integrated trust–loyalty perspective. Journal of Consumer Behaviour, 17(4), 407-417.
Chang, H. H., & Chen, S. W. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(6), 2927-2944.
Cheung, C. M. K., & Thadani, D. R. (2012). The impact of electronic word-of-mouth communication: A literature analysis and integrative model. Decision Support Systems, 54, 461-470.
Chu, F., & Zhang, X. (2016, 24-27 July). Satisfaction, trust and online purchase intention: A study of consumer perceptions. Paper presented at the 2016 International Conference on Logistics, Informatics and Service Sciences (LISS).
Churchill, G. A., & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research, 19(4), 491-504.
Cimigo. (2019). Vietnam online shopping hits 60% penetration. Retrieved from https://blog.cimigo.com/vietnam-online-shopping/
Corbitt, B. J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: a study of consumer perceptions. Electronic Commerce Research and Applications, 2(3), 203-215.
Cosgun, V., & Dogerlioglu, O. (2012). Critical success factors affecting e-commerce activities of small and medium enterprises. Information Technology Journal, 11, 1664-1676.
Curran, J. M., & Lennon, R. (2011). Participating in the conversation: Exploring usage of social media networking sites. Academy of Marketing Studies Journal, 15(1), 21-38.
Cyr, D., Kindra, G. S., & Dash, S. (2008). Web site design, trust, satisfaction and e-loyalty: The Indian experience. Online Information Review, 32(6), 773–790.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1992). Extrinsic and intrinsic motivation to use computers in the workplace. Journal of Applied Social Psychology, 22(14), 1111-1132.
Dolnicar, S., Coltman, T., & Sharma, R. (2015). Do satisfied tourists really intend to come back? Threeconcerns with empirical studies linking satisfaction to behavioural intentions. Journal of Travel Research, 54(2), 152-178.
Featherman, M. S., & Pavlou, P. A. (2003). Predicting e-services adoption: A perceived risk facets perspective. International Journal of Human-Computer Studies, 59(4), 451-474.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90.
Ghalandari, K. (2012). The effect of e-service quality on e-trust and e-satisfaction as key factors influencing creation of e-loyalty in e-business context: The moderating role of situational factors. Journal of Basic and Applied Scientific Research, 2(12), 12847-12855.
Giao, H. N. K., & Vuong, B. N. (2019). Giáo Trình Cao Học Phương Pháp Nghiên Cứu Trong Kinh Doanh Cập Nhật SmartPLS. TP. Hồ Chí Minh, Việt Nam: Nhà Xuất Bản Tài Chính.
Goles, T., Rao, S. V., Lee, S., et al. (2009). Trust violation in electronic commerce: Customer concerns and reactions. Journal Of Computer Information Systems, 49(4), 1-9.
Gommans, M., Krishman, K. S., & Scheffold, K. B. (2001). From brand loyalty to e-loyalty: A conceptual framework. Journal of Economic & Social Research, 3(1), 43.
Hair, J. F., Hult, G. T. M., Ringle, C. M., et al. (2014). A primer on partial least squares structural equation modeling (PLS-SEM). Thousand Oaks: Sage Publication, Inc.
Hernandez, B., Jimenez, J., & Jose Martin, M. (2009). The impact of self-efficacy, ease of use and usefulness on e-purchasing: An analysis of experienced e-shoppers. Interacting with Computers, 21(1), 146-156.
Iprice. (2019). The map of e-commerce in Vietnam. Retrieved from https://iprice.vn/insights/mapofecommerce/en/
Ittner, C. D., & Larcker, D. F. (1998). Are nonfinancial measures leading indicators of financial performance? An analysis of customer satisfaction. Journal of Accounting Research, 36, 1-35.
Jin, B., Yong Park, J., & Kim, J. (2008). Cross‐cultural examination of the relationships among firm reputation, e‐satisfaction, e‐trust, and e‐loyalty. International Marketing Review, 25(3), 324–337.
Joines, J., Scherer, C., & Scheufele, D. (2003). Exploring motivations for consumer Web use and their implications for e‐commerce. Journal of Consumer Marketing, 20(2), 90-108.
Karthika, I., & Manojanaranjani, A. (2018). A Study on the various food ordering apps based on consumer preference. World Wide Journal of Multidisciplinary Research and Development, 4(11), 88-89.
Kaur, P., & Joshi, M. M. (2012). E-commerce in india: A review. InternatIonal Journal of Computer SCIenCe and teChnology, 3(1), 802-804.
Kim, D., & Benbasat, I. (2003). Trust-related arguments in internet stores: A framework for evaluation. Journal of Electronic Commerce Research, 4(2), 49-64.
Kim, J., Ahn, K., & Chung, N. (2013). Examining the factors affecting perceived enjoyment and usage intention of ubiquitous tour information services: A service quality perspective. Asia Pacific Journal of Tourism Research, 18(6), 598-617.
Kim, J., & Lennon, S. J. (2013). Effects of reputation and website quality on online consumers'emotion, perceived risk and purchase intention. Journal of Research in Interactive Marketing, 7(1), 33 - 56.
Li, H., Aham-Anyanwu, N., Tevrizci, C., et al. (2015). The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception. Electronic Commerce Research, 15(4), 585-615.
Liao, C., Palvia, P., & Lin, H.-N. (2006). The roles of habit and web site quality in e-commerce. International Journal of Information Management, 26(6), 469-483.
Lii, Y., & Lee, M. (2012). The joint effects of compensation frames and price levels on service recovery of online pricing error. Managing Service Quality: An International Journal, 22(1), 4-20.
Lim, W., & Ting, D. H. (2012). E-shopping: An analysis of the uses and gratifications theory. Modern Applied Science, 6, 48-63.
Litvin, S. W., Goldsmith, R. E., & Pan, B. (2018). A retrospective view of electronic word-of-mouth in hospitality and tourism management. International Journal of Contemporary Hospitality Management, 30(1), 313-325.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. The Academy of Management Review, 20(3), 709-734.
Mihić, M., & Kursan Milaković, I. (2017). Examining shopping enjoyment: personal factors, word of mouth and moderating effects of demographics. Economic Research-Ekonomska Istraživanja, 30(1), 1300-1317.
Mohan, G., Sivakumaran, B., & Sharma, P. (2013). Impact of store environment on impulse buying behavior. European Journal of Marketing, 47(10), 1711–1732.
Nusair, K. K., & Kandampully, J. (2008). The antecedents of customer satisfaction with online travel services: A conceptual model. European Business Review, 20(1), 4-19.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perspective on the Consumer (2nd Ed.). New York: Routledge.
Oliver, R. L., & DeSarbo, W. S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14(4), 495-507.
Oppenheim, C. (2006). Evaluation of web sites for B2C e‐commerce. Aslib Proceedings, 58(3), 237-260.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7, 101-134.
Polites, G. L., Williams, C. K., Karahanna, E., et al. (2012). A theoretical framework for consumer e-satisfaction and site stickiness: An evaluation in the context of online hotel reservations. Journal of Organizational Computing and Electronic Commerce, 22(1), 1-37.
Prayag, G., Hosany, S., Muskat, B., et al. (2017). Understanding the relationships between tourists’ emotional experiences, perceived overall image, satisfaction, and intention to recommend. Journal of Travel Research, 56(1), 41-54.
Puranik, R., & Bansal, A. (2014). A study of internet users' perception towards e-shopping. Pacific Business Review International, 6(9), 37-44.
Ribbink, D., Van Riel, A. C., Liljander, V., et al. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14, 446-456.
Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47(1), 68-78.
Rodgers, W., Negash, S., & Suk, K. (2005). The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction. Psychology & Marketing, 22(4), 313-331.
Safa, N. S., & Solms, R. V. (2016). Customers repurchase intenton formaton in e-commerce. South African Journal of Informaton Management, 18(1), 1-9.
Salehnia, N., Saki, M., Eshaghi, A., et al. (2014). A model of e-loyalty and word-of-mouth based on e-trust in e-banking services (case study: Mellat bank). New Marketing Research Journal(Special Issue), 101-114.
Serra-Cantallops, A., Ramon-Cardona, J., & Salvi, F. (2018). The impact of positive emotional experiences on eWOM generation and loyalty. Spanish Journal of Marketing.
Shin, J. I., Chung, K. H., Oh, J. S., et al. (2013). The effect of site quality on repurchase intention in Internet shopping through mediating variables: The case of university students in South Korea. International Journal of Information Management, 33(3), 453-463.
Silverman, G. (2011). The secrets of word-of-mouth marketing: How to trigger exponential sales through runaway word of mouth. New York AMACOM.
Taheri, F., & Akbari, N. (2016). Moderating effects of online shopping experience on customer satisfaction and repurchase intentions. International Academic Institute for Science and Technology, 3(4), 21-27.
Tandon, U., Kiran, R., & Sah, A. N. (2017). Customer satisfaction as mediator between website service quality and repurchase intention: An emerging economy case. Service Science, 9(2), 106-120.
Tirtayani, I. G. A., & Sukaatmadja, I. P. G. (2018). The effect of perceived website quality, e-satisfaction, and e -trust towards online repurchase intention. International Journal of Economics, Commerce and Management, 6(10), 262-287.
Tsao, W.-C., & Hsieh, M.-T. (2012). Exploring how relationship quality influences positive eWOM: the importance of customer commitment. Total Quality Management & Business Excellence, 23(7-8), 821-835.
VECITA. (2018). E-commerce industry in Vietnam. Retrieved from www.ukabc.org.uk/wp-content/uploads/2018/09/EVBN-Report-E-commerce-Final-Update-180622.pdf
Vuong, B. N., & Giao, H. N. K. (2019). The impact of perceived brand globalness on consumers’ purchase intention and the moderating role of consumer ethnocentrism: An evidence from vietnam. Journal of International Consumer Marketing, 1-22. doi:10.1080/08961530.2019.1619115
Wangenheim, F. V. (2005). Postswitching negative word of mouth. Journal of Service Research, 8(1), 67-78.
Warrington, T. B., Abgrab, N. j., & Caldwell, H. M. (2000). Building trust to develop competitive advantage in e‐business relationships. Competitiveness Review, 10(2), 160–168.
Wen, C. (2012). The impact of quality on customer behavioral intentions based on the consumer decision making process as applied in e-commerce. (Doctor of Philosophy), University of North Texas, Texas.
Wen, C., Prybutok, V. R., & Xu, C. (2011). An integrated model for customer online repurchase intention. Journal Of Computer Information Systems, 52(1), 14-23.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258-270.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198.
Yang, F. X. (2017). Effects of restaurant satisfaction and knowledge sharing motivation on eWOM intentions: The moderating role of technology acceptance factors. Journal of Hospitality & Tourism Research, 41(1), 93-127.