The DOI matches its Crossref record; 12 of the 12 references it cites were found in a registry or an index.
Customer Loyalty in e-Commerce Settings: An Empirical Study
Abstract
The aim of this paper is to investigate the impact of individual dimensions of perceived service quality on customer satisfaction, trust and loyalty in e‐commerce settings. Empirical results indicate that the perceived service quality has positive direct effects on both customer satisfaction and trust. The results also show that customer satisfaction appears to have a positive direct effect on trust, while both customer satisfaction and trust have direct positive effects on loyalty through word‐of‐mouth and intention. Thus, both satisfaction and trust play an imperative role in creating customer loyalty as suggested by many authors. Some theoretical and managerial implications and suggestions for future research are also provided.
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Cites
Perceived usefulness, perceived ease of use, and user acceptance of information technology
Davis, F. D. (1989) · MIS Quarterly · doi:10.2307/249008 · Cited by 68,483
A national customer satisfaction barometer: the Swedish experience
Fornell, C. (1992) · Journal of Marketing · doi:10.2307/1252129 · Cited by 5,641
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610
Parasuraman, A. (2000) · Journal of Service Research · doi:10.1177/109467050024001 · Cited by 3,328
Customer Switching Behavior in Service Industries: An Exploratory Study
Keaveney, S. M. (1995) · Journal of Marketing · doi:10.2307/1252074 · Cited by 2,905
Product/Consumption-Based Affective Responses and Postpurchase Processes
Westbrook, R. A. (1987) · Journal of Marketing Research · doi:10.1177/002224378702400302 · Cited by 2,462 · cited 1×
“Indeed, when feeling satisfied, the affective components may be more important for customers than cognitive aspects (Dabholkar 1995, Oliver 1989, Westbrook 1987).”
BackgroundeTailQ: dimensionalizing, measuring and predicting etail quality
Wolfinbarger, M., & Gilly, M. C. (2003) · Journal of Retailing · doi:10.1016/s0022-4359(03)00034-4 · Cited by 2,340
Building consumer trust online
Hoffman, D. L., Novak, T. P., & Peralta, M. (1999) · Communications of the ACM · doi:10.1145/299157.299175 · Cited by 2,132
The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption
Drexel University, Gefen, D., Straub, D., & Georgia State University (2000) · Journal of the Association for Information Systems · doi:10.17705/1jais.00008 · Cited by 1,833
Ganesh, J., Arnold, M. J., & Reynolds, K. E. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.3.65.18028 · Cited by 1,305
Cited by
Toufaily, E., Ricard, L., & Perrien, J. (2013) · Journal of Business Research · doi:10.1016/j.jbusres.2012.05.011 · Cited by 263
Cheshin, A., Amit, A., & van Kleef, G. A. (2018) · Organizational Behavior and Human Decision Processes · doi:10.1016/j.obhdp.2017.10.002 · Cited by 183
Metadata
- Authors
- Kassim, N., & Abdullah, N. A.
- Venue
- Electronic Markets
- Publisher
- Informa UK Limited
- Published
- 2008-08
- Volume
- 18
- Issue
- 3
- Pages
- 275-290
- ISSN
- 1019-6781 (ISSN-L)
- OpenAlex
- W2041628898
- Cited by
- 170
- References
- 12
- FWCI
- 13.67
- Type
- journal article
- Language
- en
- Open access
- closed
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Data sources
Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
