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

@article{Lin2009FactorsIS,
  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.},
  year={2009},
  volume={33},
  pages={458-475}
}
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

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