Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery
| Autor: | Negin Ahghar Bazargan, Majid Mohammad Shafiee |
|---|---|
| Jazyk: | angličtina |
| Rok vydání: | 2018 |
| Předmět: |
Service quality
Data collection business.industry media_common.quotation_subject 05 social sciences Online repurchase intention Advertising Usability E-loyalty Information security E-recovery General Business Management and Accounting Computer Science Applications Loyalty business model E-service quality Statistical population 0502 economics and business 050211 marketing The Internet Quality (business) business 050203 business & management media_common E-shopping |
| Zdroj: | Journal of theoretical and applied electronic commerce research, Volume: 13, Issue: 1, Pages: 26-38, Published: JAN 2018 Journal of Theoretical and Applied Electronic Commerce Research Volume 13 Issue 1 Pages 3-38 Journal of theoretical and applied electronic commerce research v.13 n.1 2018 SciELO Chile CONICYT Chile instacron:CONICYT |
| Popis: | 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 e-service 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. |
| Databáze: | OpenAIRE |
| Externí odkaz: |
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