Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis

Mithas, Sunil; Ramasubbu, Narayan; Krishnan, Mayuram S.; Fornell, Claes

doi:10.2753/mis0742-1222230305

Cited by 139 publications

(81 citation statements)

References 50 publications

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“…Lee and Lin (2005) modified SERVQUAL model for online shopping and included website design, reliability, responsiveness, and trust in overall service quality. Mithas et al (2006) emphasized website structure, website content, and website functionality as important dimensions of website service quality. Ahn et al (2007) stated that the website service quality is a multidimensional construct comprising information quality, system quality, and service quality.…”

Section: Website Service Quality Dimensionsmentioning

confidence: 99%

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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Abstract. The purpose of this research is to develop a research model to understand the important dimensions of website service quality and its influence on repurchase intention. The study also analyzes the mediating effect of customer satisfaction on repurchase intention. The results of empirical analysis confirmed that website quality can be conceptualized as a composite of navigation, ease of understanding, information usefulness, website design, ease of use, security and privacy, ease of ordering, and customization. Second, website quality positively affects repurchase intention and customer satisfaction. Third, website service quality can affect repurchase intention by enhancing mediators like customer satisfaction, as it has full mediating effect on repurchase intention. This study has developed the instrument dimensions of website service quality in online shopping context. The study has also refined the scale of repurchase intention by including "cash-on-delivery" (COD) mode of payment as a new dimension to inculcate confidence for online shopping in emerging economies. Supplemental Material:The online appendix is available at https://doi

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Section: Website Service Quality Dimensionsmentioning

confidence: 99%

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

2017

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“…However, most of this research has been conducted in the context of B2C e-commerce and the findings are not necessarily applicable to other markets. Mithas et al [7], for instance, have shown that the relative importance of website features for customer loyalty differs between business domains.…”

Section: Introductionmentioning

confidence: 99%

“…Given that users' reason for visiting a news website is not the system itself, but the content it provides, its functionality is of less importance than that of online shops [7]. We therefore assume that the system quality does not contribute to fulfilling the gratifications the user seeks.…”

Section: Influences Of Quality Dimensionsmentioning

confidence: 99%

“…Whereas online shop users primarily wish to make a purchase, which good content may facilitate, news website users are interested in the content itself. The content quality is therefore of higher importance for user loyalty towards news websites than towards B2C e-commerce websites [7,10]. Second, since many news websites still offer at least a part of their content for free, users usually do not need to register and disclose personal information to use these websites.…”

Section: Introductionmentioning

confidence: 99%

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Will They Stay or Will They Go? An Examination of the Factors Influencing User Loyalty towards News Websites

Berger

Geimer²,

Heß

2017

Proceedings of the 50th Hawaii International Conference on System Sciences (2017)

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“…Web-ServQual can be defined as the extent to which a website facilitates efficient and effective shopping, purchasing, and delivery of products and service [234]. A range of academic articles from the present critical review found a positive direct or indirect -through satisfaction or trust -association between service quality dimensions and customer loyalty, with website design and associated usability factors being the most frequent features reported [28,72,97,184,218]. This association also depends on the sample examined, since website design, for instance, might not play a prominent role in affecting loyalty behaviours in novice e-commerce markets (e.g., in China, see Wang et al [211]).…”

Section: During-purchase Factorsmentioning

confidence: 99%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis

Cited by 139 publications

References 50 publications

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Customer Satisfaction as Mediator Between Website Service Quality and Repurchase Intention: An Emerging Economy Case

Will They Stay or Will They Go? An Examination of the Factors Influencing User Loyalty towards News Websites

Critical review of the e-loyalty literature: a purchase-centred framework

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