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 Information Review},
  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. Design/methodology/approach – This study adopts structural equation modelling (SEM) as the main analytical tool. It investigates the shopping experiences of users of the major shopping… CONTINUE READING
Highly Cited
This paper has 40 citations. REVIEW CITATIONS