Gaining customer loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust

Giovanis, Apostolos; Athanasopoulou, Pinelopi

doi:10.1504/ijtmkt.2014.063857

Cited by 54 publications

(40 citation statements)

References 55 publications

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“…This in turn increases online repurchase intentions ultimately resulting in long-term profits. The research findings are consistent with those of other studies including Sur [60], Giovanis and Athanasopoulou [23], Ha and Stoel [27], Kim et al [36], Lee and Lin [37], and Anderson and Srinivasan [2]. Bernardo et al [7] also investigated the impact of improving service quality on customer satisfaction and loyalty in the context As with any scientific endeavor, this study also had some limitations.…”

Section: Resultssupporting

confidence: 87%

Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery

Shafiee

Bazargan

2018

J. theor. appl. electron. commer. res.

124

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Nowadays, the internet has become a suitable platform for the trade of products and services. Online shopping transactions are carried out without face-to-face contact; thus, various factors can affect customers' purchase intentions. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store. Online merchants need to find ways to keep trusting customers satisfied and loyal. This paper investigates how customer loyalty can be created and/or enhanced in online shopping. The statistical population of the study includes the customers of several online stores in Iran. Data collection is carried out using a questionnaire. The results indicate that information security and website performance influence eservice quality both positively and directly. Also, responsiveness, compensation, and contact positively influence e-recovery. E-recovery has positive impact on e-loyalty, which in turn significantly affects online repurchase.

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Section: Resultssupporting

confidence: 87%

Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery

Shafiee

Bazargan

2018

J. theor. appl. electron. commer. res.

124

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“…Loyal customers and general customers have completely different influences on enterprises. Larger numbers of loyal consumers are huge competitive advantage, market value and learning resources for enterprises (Giovanis & Athanasopoulou, 2014).…”

Section: Implications and Limitationmentioning

confidence: 99%

Relationship value based on customer equity influences on online group-buying customer loyalty

Zhang

Wang

et al. 2016

Journal of Business Research

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The purposes of this article is to clarify the composition of relationship value based on consumer equity and examine the mediating role of relationship quality and moderating role of customer relationship life cycle in the relationship between the relationship value and customer loyalty. This paper finds that different dimensions of relationship quality have different effects on customer loyalty by empirical analysis. Besides, relationship quality plays a mediator role in the relationship between relationship value and customer loyalty, and relationship life cycle in different stage have significant different moderation effects between customer relationship value and customer loyalty. This study's outcomes indicate that establishing and maintaining good relationships with consumers can effectively improve customer loyalty, and then enhance customer equity, besides, customer participation behavior and positive word of mouth can improve customer loyalty. The findings are valuable for marketing managers of online group-buying.

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“…The relationship between service quality and customer satisfaction has been widely documented in the literature [13]. Experts agreed that, by providing good services, consumers will tend to feel satisfied [14]. Conversely, if a service provider or company provides poor services, consumers will feel disappointed.…”

Section: The Relationship Between E-service Quality and E-satisfactionmentioning

confidence: 99%

“…The consequences of e-service quality have become an interesting issue for academics and practitioners [12,10]. One of them is to increase customer satisfaction [14]. Meanwhile, e-service quality has a positive effect on customer's trust (e-trust) [15].…”

Section: Introductionmentioning

confidence: 99%

Building Customer E-Loyalty in Online Marketing

Muzaki¹,

Bachr²,

Ada³

et al. 2020

Proceedings of the 3rd Asia Pacific International Conference of Management and Business Science (AICMBS 2019)

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The development of technology and information has influenced people's lifestyles in making purchases, from conventional to online shopping. Therefore, research on online marketing becomes an interest for academic and practitioners in recent years. This study attempts to build customer loyalty in online marketing by investigating the relationships between e-service quality, e-trust, e-satisfaction, and e-loyalty. The measurement of e-service quality is reconstructed based on the review on conceptual and empirical literatures. Hence, the long-term goal of this research is to build customer e-loyalty through the reconstruction of eservice quality dimension.

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Gaining customer loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust

Cited by 54 publications

References 55 publications

Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery

Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery

Relationship value based on customer equity influences on online group-buying customer loyalty

Building Customer E-Loyalty in Online Marketing

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