Al-Gahtani, S. S., & King, M. (1998). Attitudes, satisfaction and usage: Factors con-tributing to each in the acceptance of information technology. Behavior & Informational Technology, 18(4), 277-297.
Al-maamari, G., & Abdulrab, M. (2017). Factors Affecting on Customer Loyalty in Service Organizations. International Journal of Energy Policy and Management, 2(5), 25-31.
Anabila, P. (2020). Integrated marketing communications, brand equity, and business performance in micro-finance institutions: An emerging market perspective. Journal of Marketing Communications, 26(3), 229-242.
Anderson, R. E., & Srinivasan, S. S. ( 2003). E-satisfaction and e-loyalty: a contingency framework. Psychology and Marketing, 20, 123–138.
Bagozzi, R. R., Yi, Y., & Philipps, L. W. ( 1991). Assessing construct validity in organizational research. Administrative Science Quarterly, 36, 421-458.
Barbara, E. (2011). Improving Customer Relationship Management in the Banking Industry. A Case Study of Barclays Bank Ghana Limited, Bantama Branches, Doctoral
dissertation. Institute Of Distance Learning, Kwame Nkrumah University of Science and Technology., 1-91.
Bazargan harandi, A. (2008). Mixed research method: A superior approach for management studies. Journal of Management Knowledge, 21 (81), 19-36. (In Persian)
Belwal, R., & Amrieh, M. (2018). Service quality and attitudinal loyalty consumer s perception of two major telecommunication companies in oman. Arab economic and business journal, 198-208.
Bhattacherjee, A. (2001). Understanding information systems continuance: an expectation- confirmation model. MIS quarterly, 351-370.
Carolyn, F. C., & Karen, N. K. (2002). From prisoners to apostles: A typology of repeat buyers & loyal customers in business. Journal of Services Marketing, 16(4), 322-341.
Chen, S.-C. (2012). The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators. Journal of Retailing and Consumer Services, 19, 202-210.
Cheng, C., Chiu, S., Hu, H., &chang, Y. C. (2010). A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator. Journal of Business Management, 5(13), 5118-5126.
Danaifard, H., Alwani, M., & Azar, A. (2012). Qualitative research methodology in management: a comprehensive approach. Tehran: Safar Publications. (In Persian)
Esmaeili, A., Haghgoo, I., Davidaviciene, V., & Meidute-Kavaliauskiene, L. (2021). Customer Loyalty in Mobile Banking: Evaluation of Perceived Risk, Relative Advantages, and Usability Factors. Inzinerine Ekonomika-Engineering Economics, 32(1), 70–81.
Faez, A., & Tabatabai Mozdabadi, S. M. (2022). Investigating the Effect Of Using Cyberspace Tools On Customer Loyalty (Case study:Bank Shahr, Semnan province). Consumer Behavior Studies Journal, 9(4), 156-172. (In Persian)
Fornell, C., & Larcker, D. (1981). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18, 39-50.
Gee, R. (2008). understanding and profitably managing customer loyalty. Marketing Intelligence and Planning, 26(359), 304-365.
Gremler, D. D., & Gwinner, K. (2000). Customer-Employee Rapport In Service Relationships. Journal of Service Research, 3(1).
Ha, Y. W., & Park, M. C. (2013). Antecedents of customer satisfaction and customerloyalty for emerging devices in the initial market of Korea: An equity framework. Psychology and Marketing, 30(8), 676–689.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (1998). Multivariate data analysis. Upper Saddle River, NJ: Prentice hall, 5(3), 207-219.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139-151.
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2018). When to Use and How to Report the Results of PLS-SEM. European Business Review, 31(1), 2-24.
Han , H., Kim , Y., & Kim , E. K. (2011). Cognitive, affective, conative, and action loyalty: Testing the impact of inertia. International journal of hospitality Management, 30, 1008– 1019.
Henseler, J., Dijkstra, T. K., Sarstedt, M., Ringle, C. M., Diamantopoulos, A., Straub, D. W., . . . Calantone, R. J. (2014). Common Beliefs and Reality about Partial Least Squares: Comments on Rönkkö & Evermann. Organizational Research Methods, 17(2), 182-209.
Hong, I. B., & Cho, H. (2011). The Impact of Consumer Trust on Attitudinal Loyalty and Purchese Intentions In B. C. E-market Place: Intermediary Trust vs. Seller Trust. International Journal of Information Management, 37, 469-472.
Hu, T., & Kettinger, W. J. (2008). Why People Continue to Use Social Networking Services: Developing a Comprehensive Model. International Conference on Information Systems., ICIS 2008 Proceedings. 89.
Iglesias, O., Markovic, S., & Rialp, J. (2019). How does sensory brand experience influence brand equity? Considering the roles of customer satisfaction, customer affective commitment, and employee empathy. Journal of Business Research, 96, 243-354.
Joyande Abkenar , S., Peydaiee, M. M., & Asli zade, A. (2013). Investigating factors affecting the electronic loyalty of Tejarat Bank customers in Tehran. IT management, 5(4), 23-36. (In Persian)
Kang, Y. S., Hong, S., & Lee, H. (2009). Exploring continued onlion service usage behavior: the roles of self-image congruity and regret. Computers in human behavior, 25(1), 111-122.
Kapferer, J.-N., & Laurent, G. (1985). Consumer Involvement Profiles: A New Practical Approach to Consumer Involvement Journal of Advertising Research, 25(6), 48-56.
Keller, K. L. (2016). Unlocking the power of integrated marketing communications: How integrated is your IMC program? Journal of Advertising, 45(3), 286-301.
Khanifar, H., & Muslimi, N. (2017). Principles and basics of qualitative research methods; Tehran: First Edition. Negah Qalam Publications. (In Persian)
Kim, H. W., & Kankanhalli, A. (2009). Investigating user resistance to information systems implementation: A status quo bias perspective. MIS Quarterly, 33(3), 567-582.
Koo, B., Yu, J., & Han, H. (2020). The role of loyaity programs in boosting hotel guest loyalty: Impact of switshing barriers International journal of hospitality Management, 84.
Kotler, P., & Keller, K. (2015). Marketing management, 15th global edition Harlow, ISBN- 13: 978-0133856460. 1-833.
Kuo, Y.-F., Hu, T.-L., & Yang, S.-C. (2013). Effects of inertia and satisfaction in femaleonline shoppers on repeat-purchase intention. Managing service quality, 23(3), 168–187.
Lin, T. C., Huang, S. L., & Hsu, C. J. (2015). A dual-factor model of loyalty to IT product – The case of smartphones, International Journal of Information Management, 35, 215–228.
Liu, C., Guo, Y., & Lee, C. (2011). The effects of relationship quality and switching barriers on customer loyalty. International Journal of Information Management, 5(4), 71-79.
Luxton, S., Reid, M., & Mavondo, F. (2015). Integrated marketing communication capability and brand performance. Journal of Advertising, 44(1), 37-46.
Maenpa, K., Kaleb, S. H., Kuusela, H., & Mesiranta, N. (2008). Consumer perceptions of Internet banking in Finland: The moderating role of familiarity. Journal of Retailing and Consumer Services, 15, 266-276.
Mahdieh, M., Pirayesh, R., & Baboli, M. (2022). The Effect of Switching Cost on Customers Loyalty and Likelihood of Churn. Consumer Behavior Studies Journal, 8(4), 46-61. (In Persian)
Manoli, A. E., & Hodgkinson, I. R. (2020). The implementation of integrated marketing communication (IMC): evidence from professional football clubs in England. Journal of Strategic Marketing, 28(6), 542-563.
Mouakket, S. (2015). Factors influencing continuance intention to use social network sites: The Facebook case. Computers in Human Behavior, 53, 102-110.
Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing .
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63(33-34).
Oliver, R. L. ( 1997). Satisfaction: A Behavioral Perspective on the Consumer. McGraw-Hill, New York.
Polites, G. L., & Karahanna, E. (2012). Shackled to the status quo the inhibiting effects of incumbent system habit, switching costs, and inertia on new system acceptance. MIS Quarterly, 36, 21-42.
Rastegar, A., & Aghmohammadi, Z. (2011). Investigating factors affecting the adoption of electronic banking (case study of Bank Mellat). Business Management, 3(4), 93-114. (In Persian)
Rawwash, H., Masa'd, F., Enaizan, O., Eneizan, B., Adaileh, M. J., Salehc, A. M., & Almestarihic, R. (2020). Factors affecting Jordanian electronic banking services. Management Science Letters, 10, 915–922.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal.
Rijsdijk, S. A., Hultink, E. J., & Diamantopoulos, A. (2007). Product intelligence: Itsconceptualization, measurement and impact on consumer satisfaction. Journal of the Academy of Marketing Science, 35(3), 340–356.
Salehi, M., & Alipour, M. ( 2010). E-banking in emerging economy: empirical evidence of Iran. International Journal of Economics and Finance, 16(9), 6-14.
Samuelson, W., & Zeckhauser, R. (1988). Status quo bias in decision making. Journal of Risk and Uncertainty, 1(1), 7–59.
Schlesinger, W., Cervera-Taulet, A., & Perez-Cabanero, C. (2020). Exploring the like between destination attributes , quality of service experience and loyalty in emerging mediterranean destinations Tourism Management perspective, 35.
Selnes, F. (1993). An Examination of the effect of product performance on brand reputation, satisfaction and loyalty European Journal Of Marketing, 27(9), 19-35.
Shafiee, M.M., & Bazargan, N. (2018). Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality & E-Recovery. Journal of Theoretical and Applied Electronic Commerce Research, 13(1), 26-38.
Shi, X., Lin, Z., Liu, J., & Hui, Y. K. (2018). Consumer loyalty toward smartphone brands: The determining roles of deliberate inertia and cognitive lock-in(in press).
Information & Management. doi:
https://doi.org/10.1016/j.im.2018.03.013
Soleimani Beshli, A., & Akbari Asl, A. (2012). Marketing of banking services. Tehran: Etihad (In Persian)
Strauss, A., & Corbin, J. (1998). Basics of qualitative research: Grounded theory procedures and techniques. Translation: Beyuk Mohammadi.Tehran. Institute for Humanities and Cultural Studies. (In Persian)
Strauss, A., & Corbin, J. (2011). Fundamentals of qualitative research techniques and stages of production of grounded theory, translated by Ebrahim Afshar. Tehran: Ney Publishing. (In Persian)
Tourez-Moraga, E., Vasquez-Parraga, A. Z., & Zamora-Gonza’lez, J. (2008). Customer satisfaction and loyalty: Start with the product, culminate with the brand. Journal of Consumer Marketing, 25(5), 302–313.
Ventatesh, V., & Goyal, S. (2010). Expectation disconfirmation and technology adoption: Polynomial modeling and response surface analysis. MIS quarterly, 34(2), 281-303.
Wang, W.-T., Ou, W.-M., & Chen, W.-Y. (2019). The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective. International Journal of Information Management, 44, 178–193.
Wang, Y. Y., Wang, Y. S., & Lin, T. C. (2018). Developing and validating a technology upgrade model. International Journal of Information Manag, 38, 7-26.
Wernerfelt, B. (1991). Brand Loyalty and Market Equilibrium Marketing Science, 10(3), 229-145.
Xhema, J., Metin, H., & Groumpos, P. (2018). Switchinh cost, corporate image and product quality effect on customer loyalty: Kosovo retail market. IFAC papers online, 51(30), 287-292.
Yuan, S., Liu, L., Su, B., & Zhang, H. (2020). Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives. Electronic Commerce Research and Applications, 41.