Comfort your online customer: quality, trust and loyalty on the internet

Abstract

Users who downloaded this article also downloaded:Norizan Kassim, Nor Asiah Abdullah, (2010),"The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis", Asia Pacific Journal of Marketing and Logistics, Vol. For AuthorsIf you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comEmerald is a global publisher linking research and practice to the benefit of society. The company manages a portfolio of more than 290 journals and over 2,350 books and book series volumes, as well as providing an extensive range of online products and additional customer resources and services.Emerald is both COUNTER 4 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation. KeywordsCustomer services quality, Customer loyalty, Trust, Electronic commerce, Customer satisfaction AbstractIn 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 for the customer, trust is a condition for exchange. Trust in the electronic medium -here called "e-trust" -is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e-commerce context. In the study, e-trust is found to directly affect loyalty. The e-service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e-trust and e-satisfaction. Other e-quality dimensions, such as ease of use, e-scape, responsiveness, and customization influence e-loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided.

Factors Influencing Customer Loyalty Toward Online Shopping

“…Especially online, it was pointed out that the lack of online consumer trust was the main barrier of consumer participation in e-commerce [38] and has been found to be one of the major obstacles to the popularity of internet transaction [39].…”

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

“…Trust mediates the relationship between interactivity and e-loyalty ). The finding of Ribbink et al (2004) and Kassim and Ismail (2009) identified that customization insignificantly affects trust in online buying. Deriving on this evidence, this paper implies that trustworthiness mediates the relationship between customer interface quality and customer e-loyalty.…”

“…In this sense, an individual consumer believes that internet is secure in transaction and transmitting the personal information data in the database of online company (Salisbury et al, 2001). Apart from that, privacy is acknowledged as an individual control and limits their information to the e-retailers on website (Ribbink, van Riel, Liljander, & Streukens, 2004). Privacy is also defined as the personal data protection from hackers without other e-consumer's knowledge (Deb & Chavali, 2009) such as the personal detail information (e.g., mobile number), total amount of every trip of online purchasing, and financial information (e.g., credit card's number).…”

“…Several researchers have explained the influence of trust on customer e-loyalty (Ribbink et al, 2004). When the customers trust e-retailers, they will disclose their personal information (Kim, 2003), the e-retailers are easier to deal with in the future and money transactions easier to track.…”

Investigating the Determinants of e-Banking Loyalty for Large Business Customers: Two Empirical Models

“…It is defined as the customer's perceived security and privacy when using the e-tailers services. Security concerns the risk of third parties obtaining critical information about the customer, whereas privacy relates to the concern about the potential misuse of personal information by marketers [3]. 3) Responsiveness.…”