Customer Loyalty in E-Commerce

@article{Gefen2002CustomerLI,
  title={Customer Loyalty in E-Commerce},
  author={David Gefen},
  journal={J. Assoc. Inf. Syst.},
  year={2002},
  volume={3},
  pages={2}
}
  • D. Gefen
  • Published 2002
  • Business
  • J. Assoc. Inf. Syst.
The high cost of attracting new customers on the Internet and the relative difficulty in retaining them make customer loyalty an essential asset for many online vendors. [] Key Result However, the data suggest that the five dimensions of service quality in SERVQUAL collapse to three with online service quality: (1) tangibles, (2) a combined dimension of responsiveness, reliability, and assurance, and (3) empathy.

Figures and Tables from this paper

A STUDY OF THE CUSTOMERS’PERCEPTIONS OF E-SERVICE QUALITY AND LOYALTY IN ONLINE SHOPPING
Customer satisfaction is becoming an area of great interest for companies and customer satisfaction has a direct impact on the profitability of a company. This paper develops to examine the
Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality
TLDR
This paper aims to fill the gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale, and investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty.
A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping
TLDR
The results of this study legitimate the idea that trust of the customer acts as a mediating factor which enhances the loyalty of theCustomer in regard to the further purchase and consumption of the particular product or service in the online environment.
Customer Loyalty Strategy in the Internet Era
TLDR
In this study these four factors are described as four staged perceptual ingredients constituting customer loyalty and they ultimately affect the customers’ re-purchase intention on the Internet.
FACTORS THAT INFLUENCE CUSTOMER LOYALTY IN USING E-COMMERCE
Electronic commerce or E-commerce is a platform where a process of purchasing goods or services can be done through an online medium.  The emerging trend and development of Information Technology
An Empirical Study of Customers’ Perceptions of Service Quality and Loyalty with Using Structural Equation Modeling
This paper investigated the relationship between service quality and loyalty between online buyers . electronic service quality is found to be a prime determinant of consumer loyalty which is very
An Empirical Study of Customersâ Perceptions of Service Quality and Loyalty with Using Structural Equation Modeling
This paper investigated the relationship between service quality and loyalty between online buyers . electronic service quality is found to be a prime determinant of consumer loyalty which is very
A STUDY OF THE RELATIONSHIP BETWEEN THE VALUE PERCEPTION AND LOYALTY INTENTION TOWARD AN E-RETAILER WEBSITE
The Internet has become an important channel for retailers to effectively reach their target customers or expand into new markets. Due to the low switching costs for customers and few entry barriers
Investigating Customer Resistance to Change in Transaction Relationship with an Internet Vendor
Many academics and practitioners have reiterated the importance of online customer retention to ensure long-term profitability. Consequently, a number of studies have identified various means of
...
...

References

SHOWING 1-10 OF 57 REFERENCES
A Proposal to Assess the Service Quality of Online Travel Agencies: An Exploratory Study
ABSTRACT The importance of service quality in improving customer satisfaction and loyalty in traditional business settings has been established through the use of such instruments as SERVQUAL.54
Switching cost and brand loyalty in electronic markets: evidence from on-line retail brokers
TLDR
It is concluded that on-line brokerage firms appear to have different abilities in retaining customers and have considerable control over their switching costs through product and service design and various unobserved retention strategies.
E-commerce: the role of familiarity and trust
The Behavioral Consequences of Service Quality
If service quality relates to retention of customers at the aggregate level, as other research has indicated, then evidence of its impact on customers’ behavioral responses should be detectable. The
Consumer Trust in an Internet Store: A Cross-Cultural Validation
TLDR
A cross-cultural validation of an Internet consumer trust model is reported on, which examined both antecedents and consequences of consumer trust in a Web merchant and provides tentative support for the generalizability of the model.
The Management of Customer-Contact Service Employees: An Empirical Investigation
The authors develop and test a model of service employee management that examines constructs simultaneously across three interfaces of the service delivery process: manager-employee, employee-role,
Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations
The authors investigate the role of trust between knowledge users and knowledge providers. The kind of knowledge of special concern is formal market research. Users include marketing and nonmarketing
Global Measures of Information Service Quality: A Cross‐National Study
Maintaining consistently high quality information services (IS) is a powerful means of increasing the overall efficiency and effectiveness of a global enterprise. This study introduces a global
Zero defections: quality comes to services.
TLDR
Defection rates are not just a measure of service quality; they are also a guide for achieving it; by listening to the reasons why customers defect, managers learn exactly where the company is falling short and where to direct their resources.
...
...