Retail banking services of Vietnamese commercial banks are developing along with economic growth, improving the repurchase behavior of customers helps banks maintain a competitive edge in the market. Therefore, the research was conducted on factors affecting satisfaction and intention to...

Negative disconfirmation will usually lead to switching behaviour and attenuate customers' repurchase intentions, a behaviour that will undercut businesses' profitability. Limited research discussed post-purchase behaviour, in general, and how to retain aggrieved customers during the online...