The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value

Chang, Hsin Hsin; Wang, Yao Hua; Yang, Wenying

doi:10.1080/14783360902781923

Cited by 402 publications

(366 citation statements)

References 32 publications

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“…The results of the study found that overall service quality and customer satisfaction are significantly related to repurchase intentions. Chang et al (2009) tested the relationships among perception of e-service quality and customer satisfaction and found significant effect of e-service quality on customer satisfaction, which leads to customer loyalty. Chau and Kao (2009) concluded that the dimensions of service quality have a significant and positive impact on customer satisfaction and future repurchase intentions.…”

Section: Repurchase Intentionmentioning

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: Repurchase Intentionmentioning

confidence: 99%

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

2017

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“…Bentley Glass [70, p. 583] Up to this point, various studies have tried to explain the concepts of loyalty and satisfaction in online markets as well as the potential factors that influence them [37,154,197]. However, many online companies fail to cultivate e-loyalty because they are not aware of the mechanisms involved in generating customer loyalty on the Internet [169].…”

Section: Purposementioning

confidence: 99%

“…The impact ratio (IR) of each paper was also examined; it ranged from 0 [128] to 95.5 [108], with mean IR = 4.1. The impact ratio controls for year so it clearly depicts the impact of each instrument independent of its year of publication [37]. According to their IR, the most important papers describing a new e-loyalty instrument are those by (a) Koufaris [108] (IR = 95.5) and Shankar et al [181] (IR = 50.6) among the oneitem instruments; (b) Yen and Gwinner [225] (IR=10.4) and Vatanasombut et al [206] (IR =9.3) among the self-defined instruments; and (c) Srinivasan et al [189] (instrument use by subsequent authors: 40 times) and Gefen and Straub [69] (instrument use by subsequent authors: 16 times) among the adapted instruments.…”

Section: Critical Assessment Of E-loyalty Instruments Overview Of E-lmentioning

confidence: 99%

“…e-Satisfaction Satisfaction is considered to be the most discussed factor in the literature that leads to e-loyalty [37,197]. Customers become satisfied after they evaluate the quality of their purchase -as defined in the during-purchase stage -and their experience from a particular online purchase [197,234].…”

Section: After-purchase Factorsmentioning

confidence: 99%

“…For each study, we noted the other dimensions/concepts measured by authors and results of their hypotheses concerning e-loyalty. Finally, the number of citations each paper received from Google Scholar and an impact ratio (citations in Google Scholar/year) were included to assess the relative impact of each paper [37]. A detailed list of all papers identified is included in the Supplementary Appendix (Table A2).…”

mentioning

confidence: 99%

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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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How websites compete in the Middle East: The example of Iran

Naami

Anesbury

Stocchi

et al. 2021

J of Consumer Behaviour

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Based on the analysis of two sets of data (a cross‐sectional online survey of five product categories with an average sample size of 525 and a longitudinal telecommunications panel of more than two million respondents), this study detects a positive relationship between the market size (purchase penetration) of Iranian e‐brands (or websites) and the percentage of customers shared with other e‐brands. This finding is consistent with the well‐established Duplication of Purchase Law; it also holds over time and across different markets (e.g., repertoire vs. subscription). Hence, this study makes a twofold contribution to marketing knowledge. First, it expands the collection of empirical evidence concerning the Duplication of Purchase, which thus far is primarily within offline contexts and Western countries. Second, it addresses issues inherent to research on e‐loyalty, such as the over emphasis on evaluating loyalty for one e‐brand at a time via complex attitudinal measures. Accordingly, this study advances consumer buying behaviour research by clarifying that, similar to offline domains and other geographical areas, e‐loyalty in this buoyant Middle Eastern market divides across a small number of e‐brands. It is also best appraised through behavioural loyalty and by comparing multiple e‐brands competing within the same market. These outcomes translate into a series of practical guidelines for the strategic management of e‐brands, improving the practical understanding how e‐brands compete and grow.

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The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value

Cited by 402 publications

References 32 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

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

How websites compete in the Middle East: The example of Iran

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