Anderson, J. C., & Gerbing, D. W. (1988). Structural equation modeling in practice: A review and
recommended two-step approach. Psychological bulletin, 103(3), 411-423.

Bagozzi, R. P., & Yi, Y. (1988). On the evaluation of structural equation models. Journal of the
academy of marketing science, 16(1), 74-94.

Bateson, J. E. (1985). Self-service consumer: An exploratory study. Journal of retailing, 61(3), 49-
76.

Bitner, M. J., Ostrom, A. L., & Meuter, M. L. (2002). Implementing successful self-service
technologies. The Academy of Management Executive, 16(4), 96-108.

Bobbitt, L. M., & Dabholkar, P. A. (2001). Integrating attitudinal theories to understand and predict
use of technology-based self-service: the internet as an illustration. International Journal of
Service Industry Management, 12(5), 423-450.

Chan, A., Go, F. M., & Pine, R. (1998). Service innovation in Hong Kong: attitudes and
practice. Service Industries Journal, 18(2), 112-124.

Chang, T. Z., & Wildt, A. R. (1994). Price, product information, and purchase intention: An empirical
study. Journal of the Academy of Marketing Science, 22(1), 16-27.

Chen, L. D., Gillenson, M. L., & Sherrell, D. L. (2002). Enticing online consumers: an extended
technology acceptance perspective. Information & Management, 39(8), 705-719.

Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and
extension. The journal of marketing, 55-68.

Davies, B., Baron, S., Gear, T., & Read, M. (1999). Measuring and managing service
quality. Marketing Intelligence & Planning, 17(1), 33-40.

Eriksson, K., & Nilsson, D. (2007). Determinants of the continued use of self-service technology:
The case of Internet banking. Technovation, 27(4), 159-167.

Gerrard, P., & Cunningham, J. B. (2003). The diffusion of internet banking among Singapore
consumers. International Journal of Bank Marketing, 21(1), 16-28.

Hensmans, M., Van den Bosch, F. A., & Volberda, H. W. (2001). Clicks vs. bricks in the emerging
online financial services industry. Long Range Planning, 34(2), 231-247.

Ho, S. H., & Ko, Y. Y. (2008). Effects of self-service technology on customer value and customer
readiness: The case of Internet banking. Internet research,18(4), 427-446.

Lin, J. S. C., & Hsieh, P. L. (2006). The role of technology readiness in customers & apos; perception and
adoption of self-service technologies. International Journal of Service Industry
Management, 17(5), 497-517.

McKechnie, S., Winklhofer, H., & Ennew, C. (2006). Applying the technology acceptance model to
the online retailing of financial services. International Journal of Retail & Distribution
Management, 34(4/5), 388-410.

Meuter, M. L., Ostrom, A. L., Bitner, M. J., & Roundtree, R. (2003). The influence of technology
anxiety on consumer use and experiences with self-service technologies. Journal of Business
Research, 56(11), 899-906.

Parasuraman, A. (1990). Delivering quality service: Balancing customer perceptions and
expectations. New York: Free Press; London: Collier Macmillan.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1994). Reassessment of Expectations as a
Comparison Standard in Measuring Service Quaiity: implications for Furtiier Research. Journal of
marketing, 58, 111-24.

Parasuraman, A. (2000). Technology Readiness Index (TRI) a multiple-item scale to measure
readiness to embrace new technologies. Journal of Service Research, 2(4), 307-320.

Robinson, S. (1999). Measuring service quality: current thinking and future requirements. Marketing
Intelligence & Planning, 17(1), 21-32.

Waite, K., Harrison, T., & Hunter, G. (2011). Exploring bank website expectations across two task
scenarios. Journal of Financial Services Marketing, 16(1), 76-85.

Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user acceptance of
internet banking: an empirical study. International Journal of Service Industry
Management, 14(5), 501-519.

Weinstein, A. (2002). Customer retention: a usage segmentation and customer value
approach. Journal of Targeting, Measurement and Analysis for Marketing,10(3), 259-268.

Zhang, N., Guo, X., & Chen, G. (2008). IDT-TAM integrated model for IT adoption. Tsinghua
Science & Technology, 13(3), 306-311.