Pattern of Identifying Factors Affecting Formation Process of Customer Loyalty in Electronic Stores

Document Type : Research Paper

10.22111/jmr.2011.641

Abstract

E-loyalty refers to stable support of e-tail customers and trying to address the issue of loyalty in the electronic environment. This term, e-loyalty combines two areas of information technology in the Internet and the concept of loyalty in behavioral issues and addressing this expression requires attention simultaneously to both of those areas. The purpose of this study is to provide a useful model to identify factors influencing the formation of customer loyalty in the electronic stores. The model is presented by considering the theoretical principles of research and the view of professors and experts in customer relationship management (CRM) and the e-loyalty process is split to three phases by this model. The survey research has been done by using a questionnaire on a sample size of 276 and the population includes customers of e-tails in the computer business. Finally the research model was fitted by LISREL software and questions of research were examined then e-satisfaction, e-trust and e-tail quality were identified as indicators of e-loyalty.

Keywords

References

منابع انگلیسی
1-Alam, S. S., and Yasin, N. M. (2010). What factors influence online brand trust: Evidence from online tickets buyers in Malaysia. Journal of Theoretical and Applied Electronic Commerce Research, 5, 78-89. 
2-Anderson, R. E., and Srinivasan, s.s. (2003). E-satisfaction and e-loyalty: a contingency framework.” Psychology and Marketing 20(2): 123-38.
3-Caruana, A., Ewing, T. M. (2010). How corporate reputation, quality and value influence online loyalty. Journal of Business Research, 26, 125-136. 
4-Chen, S.C., & Dhillon, G.S. (2003). Intrpreting dimensions of consumer trust in e-commerce. Information Technology and Management, 4, 303-318.
5-Casalo, L., Flavian, C., and Guinaliu, M. (2008). The role of perceived usability, reputation, satisfaction and customer familiarity on the website loyalty formation process. Computers Human Behavior, 24, 325-34.
6-Chang, H., Chung, S. (2008). The impact of customer interface quality, satisfaction and switching cost on e-loyalty: internet experience as moderator. Computers Human Behavior, 24, 2927-2944.
7-Chia, C. L. (2004). A critical appraisal of customer satisfaction and e commerce. Managerial Auditing Journal, 18(3), 89-102.
8-Duffy, D.L. (2005). The evolution of customer loyalty strategy. Journal of Consumer Marketing, 22(5), 284–286.
9-Flavian, C., Guinalio, M., Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Journal of Information and Management, 43, 1-14.
10-Gummerus, J., Liljander, V., Pura, M. and Van Riel, A. (2004). Customer loyalty to content-base web sites: the case of an online health care service. Journal of Services Marketing, 18(3), 175-192.
11-Ha, H. Y. (2004).Factors influencing consumer perceptions of brand trust online. Journal of Product & Brand Management, 13(5), 329–342.
12-Hsu, L. & Wang, C. (2008). A study of e-trust in online auctions. Journal of Electronic Commerce Research, 9(4), 112-128.
13-Jiung. K, Byoungho. J., Jane, L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer Services, 16, 239-247.
14-Karna, S., Junnonen, J. & Sorvala, V. M. (2009). Modeling structure of customer satisfaction with construction. Journal of Facilities Management, 7, 111-122.
15-Lee, M. K. O., and Turban, E. (2004). A trust model for cosumer internet shopping. International Journal of Electronic commerce, 6, 75-91.
16-Lin, C. C. (2003). A critical appraisal of customer satisfaction and e-commerce. Managerial Auditing Journal, 18(3), 202-212.
17-Mukhrejee, A. & Nath, P. (2007). Role of electronic trust in online retailing: a re-examination of the commitment-trust theory. European Journal of Marketing, 41(9/10), 1173-1202.
18-Oliver, R. (1999). Whence consumer loyalty. Journal of Marketing, 44, 33-63.
19-Reynolds, K. E., and Betty Sharon, E. (1999). Customer benefits and company consequences of customer-saleperson relationship in retailing. Journal of Retailing, 75(1), 11-32.
20-Ribbinik, D., Van Riel, C. R., Liljander, V., and Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on internet. Managing Service Quality, 14(6), 446-456.
21-Rodger, W., Negash, S., & Suk, K. (2005). The moderating effect of online experience on the antecedents and consequences of online satisfaction. Psychology and Marketing, 22(4), 313-331.
22-Semeijin, D., Van riel, C. R., Birgelen, V., Marcel, J. H., Streuken, S. (2005). E-services and offline fulfillment: how e-loyalty is created. Managing Service Quality, 15(2), 182-194.
23-Srivinasan, S. S., Rolph, A., And Kishore, P. (2002). Customer loyalty in e-comerce: an exploration of its antecedents and consequences. Journal of Retail, 78, 41-50.
24-Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A proposed model of e-trust for electronic banking. Technovation, 23, 847-860.
25-Wang, H. C., Pallister, J. G., & Foxal, G. R. (2006). Innovativeness and involvement as determinants of website loyalty. Thechnovation, 26, 1366-1373

Files

Share

How to cite

Statistics