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={G. R. Lin and Chia-Chi Sun},
  journal={Online Inf. Rev.},
  year={2009},
  volume={33},
  pages={458-475}
}
  • G. R. Lin, Chia-Chi Sun
  • Published 2009
  • Business, Computer Science
  • 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 Abstract
    171 Citations

    Figures, Tables, and Topics from this paper.

    Explore Further: Topics Discussed in This Paper

    The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour
    • 242
    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
    • 6
    Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery
    • 11
    • PDF

    References

    SHOWING 1-10 OF 60 REFERENCES
    Comfort your online customer: quality, trust and loyalty on the internet
    • 769
    • Highly Influential
    • PDF
    Customer Loyalty in e-Commerce Settings: An Empirical Study
    • 132
    • PDF
    E‐satisfaction and e‐loyalty: A contingency framework
    • 1,703
    • PDF
    The service quality–loyalty relationship in retail services: does commitment matter?
    • 276
    Customer satisfaction and loyalty in online and offline environments
    • 1,422
    • PDF
    An empirical analysis of online game service satisfaction and loyalty
    • 94
    • PDF
    The Effects of Service Quality on Customer Relational Benefits in Travel Website
    • 22
    Evidences from link between quality and loyalty in e- service: an empirical study
    • 20
    The antecedents of consumers' loyalty toward Internet Service Providers
    • 357