A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping

Autor:	Rabin Mazumder, Umama Nasrin Haque
Rok vydání:	2020
Předmět:	Service (business) Customer retention business.industry Order (business) media_common.quotation_subject Loyalty Market environment Customer relationship management Marketing business Consumer behaviour Loyalty business model media_common
Zdroj:	International Journal of Online Marketing. 10:1-16
ISSN:	2156-1745 2156-1753
DOI:	10.4018/ijom.2020040101
Popis:	Recently, the online market environment is quite competitive, and the organizations have to make sure to focus on continuously meeting the current and potential needs of the customers. Customer loyalty is primarily achieved by satisfying customer's expectations. In online shopping, since the products are intangible, it is important to build trust among the customers. Organizations need to thoroughly understand the consumer behavior and consumer needs in order to create and implement effective customer retention strategies. This study attempts to study the relationship between customer loyalty and customer trust in online shopping since trust is the glue that holds the customer relationship together in the current competitive market. Data is collected through the structured questionnaire. The results of this study legitimate the idea that trust of the customer acts as a mediating factor which enhances the loyalty of the customer in regard to the further purchase and consumption of the particular product or service in the online environment.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::7a88fe313366233002b4d3e84810ea7a https://doi.org/10.4018/ijom.2020040101 Zobrazit plný text záznamu