Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory

Chiu, Chao‐Min; Lin, Hua-Yang; Sun, Szu‐Yuan; Hsu, Meng Hsiang

doi:10.1080/01449290801892492

Cited by 254 publications

(178 citation statements)

References 65 publications

Supporting

Mentioning

154

Contrasting

Unclassified

Order By: Relevance

“…Recently, researchers have found that satisfaction positively impacts on loyalty and re-purchase intentions toward online shopping [19]. It is evidence from the literature that satisfied customer show a greater intention to use company's products and have a lower intention to find from other e-stores [20].…”

Section: Customer Satisfactionmentioning

confidence: 88%

“…Kim and Kim [25] described that online stores had the potential to influence customer's re-purchase intention if they convinced that online shopping was interactive by providing rich information about the product performance and chatting communication and offering decent store layouts in terms of quality graphics and images. Customer's intention to repurchase online goods and services has been studied as a manifested form of loyalty towards this alternative way of buying [19]. Kim et al [20] pointed out that satisfaction was the strongest predictor of re-purchase intention of customers in online stores.…”

Section: Re-purchase Intentionmentioning

confidence: 99%

See 1 more Smart Citation

An Empirical Study of Perceived Factors Affecting Customer Satisfaction to Re-Purchase Intention in Online Stores in China

Khan¹,

Ling

Shahzad³

2015

JSSM

View full text Add to dashboard Cite

Online stores (e-stores) are growing in China. Consumers perceive some factors affecting their satisfaction to re-purchase intention in e-stores. This study investigates the perceived factors affecting customer satisfaction to re-purchase intention in e-stores. The satisfaction toward the online stores channel environment depends on the customer's perception and also online consumer experiences (OCEs) of the active online shopping stores. From a questionnaire survey, 302 usable data are obtained and hypotheses are tested using multiple regression analysis. The analysis suggests that seven constructs-price, convenience, product information, return policy, financial risk, product risk and delivery risk-are significant with customer satisfaction to re-purchase in estores. This study emphasizes that the importance of customer satisfaction provides more benefits and less risk to re-purchase in e-stores. The finding of this study will help e-store's managers/ owners to understand customer's perceptions in online shopping stores and their satisfaction.

show abstract

Section: Customer Satisfactionmentioning

confidence: 88%

Section: Re-purchase Intentionmentioning

confidence: 99%

An Empirical Study of Perceived Factors Affecting Customer Satisfaction to Re-Purchase Intention in Online Stores in China

Khan¹,

Ling

Shahzad³

2015

JSSM

View full text Add to dashboard Cite

show abstract

“…Perceived Ease of Use (PEOU) positively affects the Perceived Usefulness (PU) of using the BEMS [3,24,37].…”

Section: H4mentioning

confidence: 99%

A Behavioral Model of Managerial Perspectives Regarding Technology Acceptance in Building Energy Management Systems

Chin

Lin

2016

Sustainability

View full text Add to dashboard Cite

Abstract:The Building Energy Management System (BEMS), a well-known system that has been implemented in some energy corporations, has become attractive to many companies seeking to better monitor their energy consumption efficiency. This study investigated the external factors that influence acceptance of the BEMS from managerial perspectives. An extended model based on the Technology Acceptance Model (TAM) was created to evaluate the implementation of the BEMS in the manufacturing industries. A structural equation modeling (SEM) approach was used to analyze the model by adopting compatibility, features, technology complexity, and perceived risk as the external variables, and integrating the five dimensions of perceived ease of use, perceived usefulness, attitude, user satisfaction, and behavioral intention. The analysis results indicated that the external factors positively influenced users' behavioral intention to use the BEMS through expected satisfaction, perceived ease of use, and perceived usefulness. Suggestions for BEMS developers are provided as well.

show abstract

“…Per Parasuraman, Zeithaml, and Malhotra (2005, p.5), online privacy is the extent of "the protection of personal information" of customers in a particular website. In line with prior studies such as Akbar and Parvez (2009), Chiu et al, (2009, we define e-satisfaction as an emotional and psychological response of the customers towards his/her experience in a website. E-loyalty intentions has been identified by the literature as an indicator of a customer's future repeat purchase behavior from a website (Srinivasan, Anderson and Ponnavolu, 2002).…”

Section: Conceptual Framework and Hypothesis Developmentmentioning

confidence: 98%

Çevrimiçi Gizlilik ve E-Sadakat Eğilimi İlişkisi Üzerine Ülkeler Arası Bir İnceleme: Türkiye ve Rusya Arasında Bir Karşılaştırma - A Cross-Country Investigation of Online Privacy and E-Loyalty Intentions Relationship: A Comparison Between Turkey and Russia

Ünver¹,

Arıkan²,

Malakmadze³

2017

isarder

View full text Add to dashboard Cite

ÖzetE-ticaret, günümüz müşteri ve kurumlarının davranış ve işleyişlerini radikal bir biçimde değiştirmiştir. Öte yandan, gitgide artan çevrimiçi alışveriş zemininde müşterilerin sadakatini sağlamak zor bir hedeftir. Literatürdeki araştırmalar, müşterilerin e-sadakat eğilimlerini etkileyebilecek çeşitli faktörler önermişlerdir ki bunlar arasında arka planda kalmış bir kavram çevrimiçi gizliliktir. Bu bakımdan, çevrimiçi gizliliğin e-sadakat eğilimleri üzerindeki etkisini incelemek hem teorik hem pratik açıdan fayda sağlayacaktır. Bununla birlikte önceki araştırmalar, müşterilerin ehizmet sağlayıcıları ile ilgili tutum ve davranışlarının bağlı bulundukları ülkesel ve kültürel koşullardan da etkilenebileceğini belirtmiştir. Bu doğrultuda araştırmamız, çevrimiçi gizlilik ve e-sadakat eğilimleri arasındaki ilişkiyi, e-ticaretin az tercih edildiği Türkiye ve Rusya kapsamında test etmektedir. Toplam 325 katılımcıdan elde edilen veri ile yapılan analizler doğrultusunda, çevrimiçi gizliliğin e-sadakat eğilimi üzerinde ememnuniyet aracılığıyla dolaylı bir etkisi olduğu bulunmuş, çevrimiçi gizlilik ve ememnuniyet ilişkisinin Türkiye'ye nazaran özellikle Rusya'da daha güçlü olduğu gözlemlenmiştir. Sonuçlarla ilgili hem teorik hem de pratik çıkarımlar ele alınmıştır.Anahtar Kelimeler: Çevrimiçi gizlilik, e-memnuniyet, e-sadakat eğilimi, Türkiye, Rusya Abstract E-commerce has dramatically changed the way customers and organizations behave and function today. Nevertheless, ensuring customer loyalty in online mediums is a challenging task. Extant literature suggests various factors that affect customers' online loyalty intentions including online privacy, which has been an understated concept. Thus, it is critical to investigate the effect of online privacy on e-loyalty intentions. Studies have also mentioned that customers' attitudes and behaviors inonline might be affected by country and culture specific characteristics. Therefore, our DOI: 10.20491/isarder.2017.253 K. Malakmadze -S. Ünver -E. Arıkan 9/1 (2017) Keywords: Online privacy, e-satisfaction, e-loyalty intentions, Turkey, Russia GirişE-ticaret, günümüz tüketici davranışlarını etkilemenin ötesinde, farklı sektörlerde faaliyet gösteren kurumların işleyişini de değiştirmiştir (Elahi ve Hassanzadeh, 2009; Esmaeilpour, Hoseini ve Jafarpour, 2016; Love ve Diğ., 2001). İnternet öncesinde geleneksel mecralar aracılığıyla müşterilerine ulaşan firmalar faaliyetlerini çevrimiçi kanallara da taşımakta, artan çevrimiçi teknolojiler sayesinde yeni ve sadece elektronik mecrada hizmet veren markalar piyasalara girmektedir (Yang, Jun ve Peterson, 2004). Araştırmalar, çevrimiçi alışverişin geçtiğimiz yıllara kıyasla gitgide yükseldiğini belirtmekte ve ilerleyen yıllarda da yükselmeye devam edeceğini öngörmektedir. Örneğin, sadece OECD ülkelerindeki tüketicilerin, internetten alışveriş yapma sıklığı 2007 ile 2014 yılları arasında %31'den %50'ye yükselmiştir (OECD, 2015). Ayrıca, 2013 yılında tüm dünyada yapılan çevrimiçi alışverişin bedeli yaklaşık 1 trilyon dolar olarak gösteri...

show abstract

Understanding customers' loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory

Cited by 254 publications

References 65 publications

An Empirical Study of Perceived Factors Affecting Customer Satisfaction to Re-Purchase Intention in Online Stores in China

An Empirical Study of Perceived Factors Affecting Customer Satisfaction to Re-Purchase Intention in Online Stores in China

A Behavioral Model of Managerial Perspectives Regarding Technology Acceptance in Building Energy Management Systems

Çevrimiçi Gizlilik ve E-Sadakat Eğilimi İlişkisi Üzerine Ülkeler Arası Bir İnceleme: Türkiye ve Rusya Arasında Bir Karşılaştırma - A Cross-Country Investigation of Online Privacy and E-Loyalty Intentions Relationship: A Comparison Between Turkey and Russia

Contact Info

Product

Resources

About