Study on the impacts of service quality and customer satisfaction on customer loyalty in B2C e-commerce

Hu, Yangcheng

doi:10.1109/cccm.2009.5267498

Cited by 6 publications

(5 citation statements)

References 14 publications

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“…Results indicated that the quality features had a significant effect on brand loyalty and purchase intentions. This finding is consistent with a study conducted by Hu (2009), which found that service quality positively affects brand loyalty. In addition, loyalty towards mobile payments was directly affected by the satisfaction gained from the mobile services, similar to a study by (Thakur, 2014), and to previous studies that found customer satisfaction with mobile payment services affects brand loyalty and purchase intentions (e.g.…”

Section: Discussion Implications and Recommendationssupporting

confidence: 93%

“…In addition, loyalty towards mobile payments was directly affected by the satisfaction gained from the mobile services, similar to a study by (Thakur, 2014), and to previous studies that found customer satisfaction with mobile payment services affects brand loyalty and purchase intentions (e.g. Chen, 2008; Choi et al , 2008; Dai and Palvia, 2009; Hu, 2009; Lin and Wang, 2006; Taha et al , 2013; Turel and Serenko, 2006; Wang and Li, 2012; Wang and Lin, 2012; Zhou, 2013; Zhou and Lu, 2011; Zhao et al , 2012). Brand loyalty was found to be an important factor for driving consumer payment choice in the past and can play a pivotal role in driving the mobile payment revolution (Epsilon, 2013).…”

Section: Discussion Implications and Recommendationssupporting

confidence: 86%

“…Reviewing the relevant literature, this paper will build on past studies (e.g. Choi et al , 2008; Chen, 2008; Dahlberg et al , 2008; Dai and Palvia, 2009; Hu, 2009; Kim et al , 2010; Lin and Wang, 2006; Mallat, 2007; Taha et al , 2013; Turel and Serenko, 2006; Wang and Li, 2012; Wang and Lin, 2012; Zhao et al , 2012; Zhou and Lu, 2011; Zhou, 2011) through addressing customer satisfaction with mobile payment applications, use experience, use expectations and brand loyalty as antecedents to continuous purchase intentions. The main reason behind selecting a sample of Arabs from the Middle East is due to the rise of mobile banking as a new way of doing business in the region, and so far, limited research has been undertaken on actual users from this region.…”

Section: Introductionmentioning

confidence: 99%

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A model of mobile payment usage among Arab consumers

Ramadan

Aita

2018

IJBM

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Purpose The purpose of this paper is to investigate the impact of perceived satisfaction with mobile payment applications based on use experience, and subsequent stated expectations on brand loyalty and future use behavior using a theory-based research integrative model of factors that influence Arabs’ intentions to use mobile payment application(s). Design/methodology/approach A conceptual model was developed using the mixed research method approach. The focus group approach was used for the qualitative study and structural equation modeling for the quantitative study. Primary data were collected online. Participants were 305 Arab consumers from nine countries in the Middle East. Findings Satisfaction with the quality of mobile payment application(s) increased use experience and enhanced consumers’ expectations, which in turn positively affected loyalty and purchase intentions. Research limitations/implications The study encompassed mobile payment application(s) in nine countries rather than focusing on one market, or on one product type and business. The paper did not perform a comparative study between sampled Arab countries, but rather it sees all countries and respondents just as Arabs. Practical implications Service providers should build mobile application(s) based on the features of usability, availability, reliability, adaptability, accessibility, responsiveness and security. Originality/value This study is one of the first studies that empirically examines mobile payment consumer’s usage behavior from nine countries of the Arab world where there is scarce research on the topic in the region.

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Section: Discussion Implications and Recommendationssupporting

confidence: 93%

Section: Discussion Implications and Recommendationssupporting

confidence: 86%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

A model of mobile payment usage among Arab consumers

Ramadan

Aita

2018

IJBM

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“…Companies which decide to carry out m-sales must get satisfied customers, as it is shown as the most important way to achieve WOM recommendations by innovative and pioneer m-shoppers. This result was also confirmed with other studies conducted in offline, online and mobile contexts (Armario et al , 2004; Prenshaw et al , 2006; Wang, 2008; Hu, 2009; Kuo et al , 2009; Akroush et al , 2011). The enhancement of satisfaction and WOM recommendation can be achieved by fulfilling their expectations, reinforcing their shopping decision and providing and enriching and differential shopping experience.…”

Section: Discussionsupporting

confidence: 90%

What makes services customers say “buy it with a mobile phone”?

Gutiérrez

Prodanova

Catalán

2016

JSM

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Purpose This study aims to explore the issue of word of mouth (WOM) about mobile shopping, including activities conducted by consumers using a wireless internet connection to make a purchase. The objective is to ascertain the determinants of m-shoppers’ WOM. Design/methodology/approach This study uses a causal model to examine how satisfaction, perceived control, perceived entertainment and subjective norms affect WOM about mobile commerce. The authors treated a sample of 447 Spanish mobile phone buyers and applied different sound theoretical approaches to support the research. Findings Shopping experience, control over the process, group influence and satisfaction with mobile purchasing affect subsequent WOM shopping recommendations by innovative and pioneer mobile shoppers. Besides, entertainment, group influence, shopping experience and perceived control influence customer satisfaction in mobile shopping contexts. Originality/value This research provides a better understanding of WOM regarding m-shopping and contributes by outlining important variables for recommending WOM regarding m-shopping, which is key in the m-shopping diffusion. To the best of the authors’ knowledge, this is a pioneer study in Europe focusing on these variables for addressing the ways of achieving m-shopper WOM and one of the few addressing WOM in the m-shopping context. This study is based on information collected from real buyers, who are pioneer in m-shopping.

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“…They also need to be satisfied with the service provided in the sense of customer relations [8,13,34,40] or what is important to them personally [27]. Customer-relations quality (CQ) was measured using features capturing trust, support service, and smooth shopping.…”

Section: Questionnairementioning

confidence: 99%

Gender-specific on-line shopping preferences

Ulbrich

Christensen²,

Stankus³

2010

Electron Commer Res

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This study approaches the question of whether on-line shopping preferences differ from a gender perspective. Data is collected by the means of an on-line survey (n = 170) in which male and female on-line shoppers rank the importance of various features that have an impact on their shopping experience. The results show no gender differences at the construct level. However, when comparing the ranking of individual features some statistically significant differences exist. Males, for example, rank accurate description of products and fair pricing significantly more important than females. Females on the other hand consider return labels significantly more important than their male counterparts. The implications for research are twofold. First, the study provides additional insights into on-line shopping preferences from a gender perspective. Second, the study demonstrates that significant differences might not show on the construct level but only when features are individually compared with each other. The implication for practice is to help businesses enhance their on-line shopping platforms to better consider the particular needs of male and female on-line shoppers.

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Study on the impacts of service quality and customer satisfaction on customer loyalty in B2C e-commerce

Cited by 6 publications

References 14 publications

A model of mobile payment usage among Arab consumers

A model of mobile payment usage among Arab consumers

What makes services customers say “buy it with a mobile phone”?

Gender-specific on-line shopping preferences

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