Factors influencing satisfaction and loyalty in online shopping: an integrated model

  title={Factors influencing satisfaction and loyalty in online shopping: an integrated model},
  author={Grace T. R. Lin and Chia-chi Sun},
  journal={Online Inf. Rev.},
Purpose – Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. [...] Key ResultFindings – The research results point to the following: first, customer e‐satisfaction will positively influence customer e‐loyalty directly; second, technology acceptance factors will…Expand

Figures, Tables, and Topics from this paper

The Role of Technological Acceptance and E-Service Quality in Predicting Customer Satisfaction and Loyalty
This study investigated the influence of technology acceptance factors and e-service quality towards customer satisfaction and loyalty in online shopping context. An on-line causal survey wasExpand
The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour
The study demonstrated that e‐service quality and customer perceived value influence customer satisfaction, and then influence customer loyalty, and found that customers with a high perceived value have a stronger relationship between satisfaction and customer loyalty than customers withA low perceived value. Expand
Antecedents of Customer e-Loyalty with the Effect of Trustworthiness in Malaysia Context
The rapid growth of online shopping has led to inspire customer e-loyalty among Malaysians especially living in this digital atmosphere. Commitment-Trust Theory is applied as the theoretical base toExpand
Factors Affecting Customer Loyalty in Business E-Commerce: A Case of Indonesia
The purpose of this research is to determine the factors that are first, significantly influence customer satisfaction and secondly, whether customer satisfaction affects customer loyalty includingExpand
Study on the impacts of service quality and customer satisfaction on customer loyalty in B2C e-commerce
  • Yangcheng Hu
  • Business
  • 2009 ISECS International Colloquium on Computing, Communication, Control, and Management
  • 2009
In e-commerce, loyal customers are considered extremely valuable. However, little attention has been given in the literature to understand customer loyalty and its antecedents especially inExpand
Building loyalty with online financial services customers: Is there a gender difference?
This study proposes a research model of the determinants of customer loyalty in an online financial services context. The study examines the online service quality dimensions that influence e-trustExpand
Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business
Due to Globalization and advancement in technology, Electronic commerce business (e-Com) has witnessed an extensive growth together with enthusiastic competition. The intention of this study is toExpand
Analyzing customer satisfaction: users perspective towards online shopping
Purpose - This study aims to identify and analyse the key determinants influencing customer satisfaction towards online shopping in India. Design/methodology/approach - The literature concerningExpand
Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality & E-Recovery
The results indicate that information security and website performance influence e-service quality both positively and directly and e-recovery has positive impact on e-loyalty, which in turn significantly affects online repurchase. Expand
The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation
Researching customer satisfaction becomes key for organizational competitiveness because satisfied customers become loyal customers. Therefore, it is important to measure customer satisfactionExpand


Comfort your online customer: quality, trust and loyalty on the internet
In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties forExpand
Customer Loyalty in e-Commerce Settings: An Empirical Study
Empirical results indicate that the perceived service quality has positive direct effects on both customer satisfaction and trust, and customer satisfaction appears to have a positive direct effect on trust. Expand
E‐satisfaction and e‐loyalty: A contingency framework
The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although e-satisfaction has an impact on e-loyalty, thisExpand
The service quality–loyalty relationship in retail services: does commitment matter?
Abstract The marketing literature has produced two schools of thought on the cause of customer loyalty in services industries. The service quality perspective puts forward that service qualityExpand
Customer satisfaction and loyalty in online and offline environments
Abstract We address the following questions that are becoming increasingly important to managers in service industries: Are the levels of customer satisfaction and loyalty for the same serviceExpand
An empirical analysis of online game service satisfaction and loyalty
The findings imply that how to manage online game service quality better, provide more acceptable transaction cost, and offer more experiential value are the key ways for effectively enhancing players' satisfaction with theOnline game service in order to retain their loyalty to the onlinegame service system. Expand
Customer loyalty in e-commerce: an exploration of its antecedents and consequences
Abstract This paper investigates the antecedents and consequences of customer loyalty in an online business-to-consumer (B2C) context. We identify eight factors (the 8Cs—customization, contactExpand
The Effects of Service Quality on Customer Relational Benefits in Travel Website
Relational benefits are important factors to build relationships with customers. As for our knowledge, no researches have focused on the relationships between service qualities of travel Website withExpand
Evidences from link between quality and loyalty in e- service: an empirical study
There has been a lot of research validating the link between service quality and customer loyalty in traditional (bricks-and-mortar) services. However, despite the strong growth of eservices inExpand
The antecedents of consumers' loyalty toward Internet Service Providers
  • J. Chiou
  • Psychology, Computer Science
  • Inf. Manag.
  • 2004
Based on an internet survey in Taiwan, this study showed that perceived value is very important in generating overall customer satisfaction and loyalty intention toward an ISP, and that perceived trust of an ISP enhances perceived value, overall satisfaction, and loyalty intend. Expand