Adams, D. A., Nelson, R. R., & Todd, P. A. (1992). Perceived usefulness, ease of use, and usage of information technology: A replication. MIS Quarterly, 16(2), 227-247.
Alba, J., & Lynch, J. (1997). Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61(3), 38-53.
Amit, R., & Zott, C. (2001). Value creation in e-business. Strategic Management Journal, 22(6/7), 493.
Anderson, R. E., & Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138.
Bailey, J. E., & Pearson, S. W. (1983). Development of a tool form measuring and analyzing computer user satisfaction. Management Science, 29(5), 530-545.
Barnes, S. I., & Vidgen, R. (2001). An evaluation of cyber-bookshops: The webQual method. International Journal of Electronic Commerce, 6(1), 11.
Benbya, H., Passiante, G., & Aissa Belbaly, N. (2004). Corporate portal: A tool for knowledge management synchronization. International Journal of Information Management, 24(3), 201.
Bhatti, N., & Bouch, A. (2000). Integrating user-perceived quality into web server design. Computer Networks, 33(1-6), 1.
Bolton, R. N., & Drew, J. H. (1992). Mitigating the effect of service encounters. Marketing Letters, 3(1), 57-70.
Bradley, R. V., Pridmore, J. L., & Byrd, T. A. (2006). Information systems success in the context of different corporate cultural types: An empirical investigation. Journal of Management Information Systems, 23(2), 267-294.
Brown, I., & Jayakody, R. (2008). B2C e-commerce success: A test and validation of a revised conceptual model. Electronic Journal of Information Systems Evaluation, 11(3), 167-184.
Budman, M. (1998). Why are so many websites so bad? Across the Board, 35(9), 29.
Burrill, C. W., & Ledolter, J. (1999). Achieving quality through continual improvement. New York: John Wiley & Sons.
Carr, C. (1993). The ground rules of smart training: Word Executive Digest.
Cenfetelli, R. T., Benbasat, I., & Al-Natour, S. (2008). Addressing the what and how of online services: Positioning supporting-services functionality and service quality for business-to-consumer success. Information Systems Research, 19(2), 161-181.
Chakraborty, G., Lala, V., & Warren, D. (2002). An empirical investigation of antecedents of B2B websites' effectiveness. Journal of Interactive Marketing (John Wiley & Sons), 16(4), 51-72.
Chakraborty, G., Lala, V., & Warren, D. (2003). What do customers consider important in B2B websites? Journal of Advertising Research, 43(1), 50-61.
Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411-417.
Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411-417.
Chen, C.-W. D., & Cheng, C.-Y. J. (2009). Understanding consumer intention in online shopping: a respecification and validation of the DeLone and McLean model. Behaviour & Information Technology, 28(4), 335-345.
Chin, W. W. (1998). The partial least squares approach for structural equation modeling. Modern Methods for Business Research. Lawrence Erlbaum Associates Publishers, 295-336.
Chiu, C., Chiu, C., & Chang, H. (2007). Examining the integrated influence of fairness and quality on learners' satisfaction and web-based learning continuance intention. . Information Systems Journal, 17(3), 271-287.
Chowdhury, J., & Reardon, J. (1998). Alternative modes of measuring store image: An empirical assessment of structured versus unstructured measures. Journal of Marketing Theory & Practice, 6(2), 72.
Colby, K. L. (2011). Corporate communications. Alaska Business Monthly, 27(5), 52-54.
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275.
Cronin Jr., J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193.
Cronin Jr., J. J., & Taylor, S. A. (1994). Servperf versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality. Journal of Marketing, 58(1), 125-131.
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.
Dabholkar, P. A., Shepherd, C. D., & Thorpe, D. I. (2000). A comprehensive framework for service quality: An investigation of critical conceptual and measurement issues through a longitudinal study. Journal of Retailing, 76(2), 139.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319-340.
Davis, F. D., Bagozzi, R. P., & Warshaw, P. R. (1989). User acceptance of computer technology. Acomparison of two theoretical models. Management Science, 35(8), 982-1003.
Deighton, J. (1996). The future of interactive marketing. Harvard Business Review, 74(6), 151-152.
DeLone, W. H., & McLean, E. R. (1992). Information systems success: The quest for the dependent variable. Information Systems Research, 3(1), 60-95.
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.
DeLone, W. H., & McLean, E. R. (2004). Measuring e-commerce success: Applying the DeLone & McLean information systems success model. International Journal of Electronic Commerce, 9(1), 31-47.
Demers, E., & Lev, B. (2001). A rude awakening: Internet shakeout in 2000. Review of Accounting Studies, 6(2/3), 331-359.
Dennis, A. R., & Reinicke, B. A. (2004). Beta versus VHS and the acceptance of electronic brainstorming technology. MIS Quarterly, 28(1), 1-20.
Detlor, B. (2000). The corporate portal as information infrastructure: Towards a framework for portal design. International Journal of Information Management, 20(2), 91.
Dick, A. S., & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science, 22(2), 99-113.
Donio, J., Massari, P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: An empirical test. Journal of Consumer Marketing, 23(7), 445-457.
Evans, J., & Liindsay, W. M. (2002). The management and control of quality (5th ed.). Mason, OH: South-Western.
Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
Fornell, C., & Larcker, D. F. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1), 39-50.
Frazier, G. L., Gill, J. D., & Kale, S. H. (1989). Dealer dependence levels and reciprocal actions in a channel of distribution in a developing country. Journal of Marketing, 53(1), 50-69.
Gaski, J. F., & Nevin, J. R. (1985). The differential effects of exercised and unexercised power sources in a marketing channel. Journal of Marketing Research (JMR), 22(2), 130-142.
Ghose, S., & Wenyu, D. (1998). Interactive functions and their impacts on the appeal of internet presence sites. Journal of Advertising Research, 38(2), 29-43.
Griffiths, J. (1999). Social, behavioral and ethical factors. Bulletin of the American Society for Information Science, 26(2), 21-22.
Haelsig, F., Swoboda, B., Morschett, D., & Schramm-Klein, H. (2007). An intersector analysis of the relevance of service in building a strong retail brand. Managing Service Quality, 17(4), 428-448.
Harris, L. C., & Goode, M. M. H. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing, 80(2), 139-158.
Henderson, P. W., & Cote, J. A. (1998). Guidelines for selecting or modifying logos. Journal of Marketing, 62(2), 14-30.
Hsiu-Fen, L. (2010). An investigation into the effects of IS quality and top management support on ERP system usage. Total Quality Management & Business Excellence, 21(3), 335-349.
Hsu, C.-L., & Lin, J. C.-C. (2008). Acceptance of blog usage: The roles of technology acceptance, social influence and knowledge sharing motivation. Information & Management, 45(1), 65-74.
Huddleston, P., Whipple, J., Mattick, R. N., & Lee, S. J. (2009). Customer satisfaction in food retailing: Comparing specialty and conventional grocery stores. International Journal of Retail & Distribution Management, 37(1), 63-80.
Hung, W. T., Tsang, S. S., & Liu, H. Y. (2010). Website characteristics and the impact of user perceived value on user behavior in web 2.0. Academy of Information & Management Sciences Journal, 13(1), 1-18.
Ibrahim, H., & Najjar, F. (2008). Relationship bonding tactics, personality traits, relationship quality and customer loyalty: Behavioral sequence in retail environment. ICFAI Journal of Services Marketing, 6(4), 6-37.
Ives, B., Olson, M., & Baroudi, J. (1983). The measurement of user information satisfaction. Communications of the ACM, 26(10), 785-793.
Jackson, P. M. (1995). Introduction: Reflections on performance measurement in public service organizations: Public Finance Foundation Reader: Measures for Success in the Public Sector.
Jreisat, J. E. (1992). Managing public organization: A development perspective on theory and practice. New York: Paragon House Publishers.
Keller, K. L. (1993). Conceptualizing, measuring, managing customer-based brand equity. Journal of Marketing, 57(1), 1-22.
Korgaonkar, P. K., & Wolin, L. D. (1999). A multivariate a of web usage. Journal of Advertising Research, 39(2), 53-68.
Kuehn, A. (1962). Consumer brand choice as a learning process. Journal of Advertising Research, 2, 10-17.
Lederer, A. L., & Maupin, D. J. (2000). The technology acceptance model and the World Wide Web. Decision Support Systems, 29(3), 269.
Lee, M.-C. (2009). Predicting and explaining the adoption of online trading: An empirical study in Taiwan. Decision Support Systems, 47(2), 133-142.
Lim, K. H., & Benbasat, I. (2000). The effect of multimedia on perceived equivocality and perceived usefulness of information systems. MIS Quarterly, 24(3), 449-471.
Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with web site success in the context of electronic commerce. Information & Management, 38(1), 23.
Malhotra, A., Gosain, S., & El Sawy, O. A. (2007). Leveraging standard electronic business interfaces to enable adaptive supply chain partnerships. Information Systems Research, 18(3), 260-279.
Malhotra, N. K., & McCort, J. D. (2001). A cross-cultural comparison of behavioral intention models: Theoretical consideration and an empirical investigation. International Marketing Review, 18(3), 235.
McGill, T., Hobbs, V., & Klobas, J. (2003). User-developed applications and information systems success: A test of DeLone and McLean's model. Information Resources Management Journal, 16(1), 24.
McKinney, V., Kanghyun, Y., & Zahedi, F. M. (2002). The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research, 13(3), 296-315.
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.
Moharir, V. (1997). Policy implementation: Operational capability and administrative performance. : Unpublished Manuscript, Den Haag: Institutes of Social Studies.
Mokhtar, S. S. M., & Yusof, R. Z. (2010). The influence of top management commitment, process quality management and quality design on new product performance: A case of Malaysian manufacturers. Total Quality Management & Business Excellence, 21(3), 291-300.
Nakil, S. (2007). Information technology, efficiency and productivity: Evidence from korean local governments. Applied Economics, 39(13), 1691-1703.
Nosek, J. T., & McManus, M. (2008). Collaboration challenges: Bridging the IT support gap. Information Systems Management, 25(1), 3-7.
Nunnally, J., & Bernstein, I. (1994). Psychometric theory (third ed. ed.). New York: McGraw-Hill.
OBrien, J. A., & Marakas, G. M. (2009). Management information systems (Vol. 9): McGraw-Hill International Edition.
Oh, S. H., Kim, Y. M., Lee, C. W., Shim, G. Y., Park, M. S., & Jung, H. S. (2009). Consumer adoption of virtual stores in Korea: Focusing on the role of trust and playfulness. Psychology & Marketing, 26(7), 652-668.
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research (JMR), 17(4), 460-469.
Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the customer. Boston: McGraw-Hill.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(4), 33-44.
Palmer, J. W. (2002). Web site usability, design, and performance metrics (Industry Overview No. 10477047): INFORMS: Institute for Operations Researcho. Document Number)
Palmer, J. W., & Griffith, D. A. (1998). An emerging model of web site design for marketing. Communications of the ACM, 41(3), 44-51.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Petter, S., Delone, W., & McLean, E. (2008). Measuring information systems success: Models, dimensions, measures, and interrelationships. European Journal of Information Systems, 17(3), 236-263.
Qimei, C., Clifford, S. J., & Wells, W. D. (2002). Attitude toward the site II: New information. Journal of Advertising Research, 42(2), 33-45.
Rai, A., Lang, S. S., & Welker, R. B. (2002). Assessing the validity of IS success models: An empirical test and theoretical analysis. Information Systems Research, 13(1), 50-69.
Reichheld, F. F. (1993). Loyalty-based management. Harvard Business Review, 71(2), 64-73.
Ribbnk, D., Riel, A. C. R. v., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446-456.
Schachter, H. L. (2007). Does frederick taylor’s ghost still haunt the halls of government? A look at the concept of governmental efficiency in our time. Public Administration Review, 67(5), 800-810.
Schaffer, E. (2000). A better way for web design. Informationweek(784), 194.
Scharl, A., Gebauer, J., & Bauer, C. (2001). Matching process requirements with information technology to assess the efficiency of web information systems. Information Technology and Management, 2(5), 193-210.
Schaupp, L. C., Bélanger, F., & Fan, W. (2009). Examining the success of websites beyond e-commerce: An extension of the IS success model. Journal of Computer Information Systems, 49(4), 42-52.
Seddon, P. B. (1997). A respecification and extension of the DeLone and McLean model of IS success. Information Systems Research, 8(3), 240.
Seddon, P. B., & Kiew, M. (1994). A partial test and development of the DeLone and McLean model of IS success. In J.I. DeGross, S.L. Huff and M.C. Munro (Eds.). International Conference on Information System, 99-110.
Shannon, C. E., & Weaver, W. (1949). The mathematical theory of communication: University of Illinois Press.
Shih, H.-P. (2004). An empirical study on predicting user acceptance of e-shopping on the Web. Information & Management, 41(3), 351-368.
Song, J. H., & Zinkhan, G. M. (2008). Determinants of perceived web site interactivity. Journal of Marketing, 72(2), 99-113.
Spiteri, J. M., & Dion, P. A. (2004). Customer value, overall satisfaction, end-user loyalty, and market performance in detail intensive industries. Industrial Marketing Management, 33(8), 675-687.
Spreng, R. A., MacKenzie, S. B., & Olshavsky, R. W. (1996). A reexamination of the determinants of consumer satisfaction. Journal of Marketing, 60(3), 15.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50.
Sung-Joon, Y. (2002). The antecedents and consequences of trust in online-purchase decisions. Journal of Interactive Marketing (John Wiley & Sons), 16(2), 47-63.
Szymanski, D. M., & Hise, R. T. (2000). e-satisfaction: An initial examination. Journal of Retailing, 76(3), 309-322.
Tarafdar, M., & Zhang, J. (2007). Determinants of reach and loyalty - A study of website performance and implications for website design. Journal of Computer Information Systems, 48(2), 16-24.
Thorsten, H.-T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: An Integration of relational benefits and relationship quality. Journal of Service Research, 4(3), 230.
Wang, Y.-S. (2008). Assessing e-commerce systems success: A respecification and validation of the DeLone and McLean model of IS success. Information Systems Journal, 18(5), 529-557.
Weiyin, H., Thong, J. Y. L., Chasalow, L. C., & Dhillon, G. (2011). User acceptance of agile information systems: A model and empirical test. Journal of Management Information Systems, 28(1), 235-272.
Wixom, B. H., Dennis, A. R., & Vandenberg, R. J. (2001). Understanding fit and appropriation effects in group support systems via meta-analysis. MIS Quarterly, 25(2), 167-193.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79(3), 183-198.
Xiaoni, Z., & Prybutok, V. R. (2005). A consumer perspective of e-service quality. IEEE Transactions on Engineering Management, 52(4), 461-477.
Youjae, Y., & Hoseong, J. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the Academy of Marketing Science, 31(3), 229-240.
Zeithaml, V. A., Berry, L. L., & Parasuraman, A. (1996). The behavioral consequences of service quality. Journal of Marketing, 60(2), 31-46.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362-375.
Zigurs, I., & Buckland, B. K. (1998). A theory of task/technology fit and group support systems effectiveness. MIS Quarterly, 22(3), 313-334.