Effects of E-Customer Satisfaction and E-Trust on E-Loyalty: Mongolian Online Shopping Behavior

Zhu, Dauw-Song; Kuo, Min-Jon; Munkhbold, Emkhzul

doi:10.1109/iiai-aai.2016.144

Cited by 17 publications

(17 citation statements)

References 49 publications

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“…Accordingly, the relationship between e-trust and e-loyalty has been widely recognised in previous research due its importance in building customer relationships. Several studies confirm the direct positive influence of e-trust on e-loyalty [40,41]. Hou [42] points out that customer trust is critical for sustaining the success of an online business.…”

Section: E-trust Reputation E-satisfaction and E-loyaltymentioning

confidence: 88%

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Al-Adwan

Al-Horani

2019

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The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.

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Section: E-trust Reputation E-satisfaction and E-loyaltymentioning

confidence: 88%

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Al-Adwan

Al-Horani

2019

Information

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“…Consumer"s trust, price, convenience, web design, quality of product, delivery time, and previous experience positively affects consumer behavior and their satisfaction. Zhu et al [22] also support that trust and customer satisfaction are the primary factors that have an impact on customer"s loyalty to the eCommerce website.…”

Section: Related Workmentioning

confidence: 94%

“…Appropriate help and search engine optimization of the website should be provided [22]. Feedbacks from consumers can help in understanding their problems and improving website design quality.…”

Section: B Technical Aspects 1) User Interface Quality and Interactimentioning

confidence: 99%

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Novel Causality in Consumer’s Online Behavior: Ecommerce Success Model

Khatoon¹,

Bhatti²,

Tabassum³

et al. 2016

ijacsa

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Abstract-Online shopping (e-Shopping) has grown at a rapid pace with the advancement in modern web technologies, there are then socio and technical aspects (factors) in the mentioned eshopping. The following research paper highlights some mandatory socio-technical factors affecting consumer's behavior in online shopping environment. In this work a comprehensive conceptual model is put forward based on proposed reform DeLone and McLean Success Model for Information Systems. This model is used for the assessment of the success of eCommerce web portals. Approximately thirteen different hypotheses are proposed on the bases of this methodology which represent the cause and effect relationship among the various variables affecting consumer's online buying behavior. Further this work is simulated in iThink technology to show prominently that consumer's satisfaction and trust directly affects productivity of the organization. For development organizations the proposed methodology is valuable because it will facilitate in building the eCommerce websites, web portals whereas retailers can improve the productivity of their organization by accomplishing this.

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“…Improvement of service quality is the key to increasing e-customer satisfaction and to foster etrust and e-loyalty. As expectations of customers increase, the need to improve the services has become more essential [41] Sales are increased by the adoption of e-commerce by a business basically because it also allows the possibility of being able to reduce costs, especially those that are associated towards reaching customers from far-off locations, or those who have been initially limited because of geographical barriers. Costs are also reduced in such a way that sales procedures are already automated, and they do not need to be carried out manually by sales people who may be costly to maintain [1] .…”

Section: Literature Review 21 Adoption Of Online Shoppingmentioning

confidence: 99%

Online Shopping in Saudi Arabia: Opportunities and Challenges

Aljarboa¹

2016

IJMVSC

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This paper examines the application of online shopping in Saudi Arabia, with a focus on opportunities and challenges. As few studies to date have investigated this topic, the current inquiry provides a valuable contribution. In investigating these opportunities and challenges, both quantitative and qualitative research methods have been used, as well as primary sources to collect more useful information and data. Results reveal that there is a lack of supervisory agencies in Saudi Arabia regarding online shopping. There is a lack of awareness among consumers, particularly concerning issues that relate to trust and privacy within the opportunities for online shopping. Internet technology presents an opportunity for growth and the establishment of SADAD, an online payment option, provides a more trusted environment and Saudi Post has established "E-Mall", which is a service whereby electronic pages are provided for companies to sell their electronic products without the need to build websites. The diversity and multiplicity of logistics companies and the intention and vision of the Saudi Government have combined to develop an electronic and technology environment in the country.

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Effects of E-Customer Satisfaction and E-Trust on E-Loyalty: Mongolian Online Shopping Behavior

Cited by 17 publications

References 49 publications

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Novel Causality in Consumer’s Online Behavior: Ecommerce Success Model

Online Shopping in Saudi Arabia: Opportunities and Challenges

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