E‐services and offline fulfilment: how e‐loyalty is created

Semeijn, Janjaap; Riel, A.C.R. van; Birgelen, M.J.H. van; Streukens, Sandra

doi:10.1108/09604520510585361

Cited by 163 publications

(129 citation statements)

References 43 publications

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“…So for the purpose of studying the impact of automated service on the customer satisfaction, we test the services separately. ATM services have the strongest impact on overall satisfaction, while the mobile services and internet services have comparatively low impact on the customer satisfaction [69].…”

Section: Regression Resultsmentioning

confidence: 99%

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Shabbir¹,

Rehma²

2016

Int J Econ Manag Sci

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Section: Regression Resultsmentioning

confidence: 99%

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Shabbir¹,

Rehma²

2016

Int J Econ Manag Sci

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“…In general e-service quality has been identified as having a positive relationship with e-service value (Chi, et al, 2008;Semeijn, van Riel, van Birgelen, & Streukens, 2005). …”

Section: Theoretical Framework and Hypothesesmentioning

confidence: 99%

E-Loyalty: Its Antecedents, Implications and Differences between Developed and Developing Countries

Ponirin

Scott

Heidt

2015

Cultural Perspectives in a Global Marketplace

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“…Yee and Faziharudean [224] reported comparable results from the Malaysian online banking sector. Finally, rather than directly affecting loyalty, Yang and Jing [222] suggest that reputation leads to loyalty through the development of trust.…”

Section: Pre-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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E‐services and offline fulfilment: how e‐loyalty is created

Cited by 163 publications

References 43 publications

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

Combine Effect of Automated Services and Traditional Services Quality on Customer Satisfaction: Evidence from Banking Sector of Pakistan

E-Loyalty: Its Antecedents, Implications and Differences between Developed and Developing Countries

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

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