A customer loyalty formation model in electronic commerce

Nader Sohrabi Safa, M.A. Ismail

Research output: Contribution to journalArticle

38 Citations (Scopus)

Abstract

Traditional commerce has been converted to modern or Electronic Commerce (E-commerce) by new technologies. The advantages of this transformation are less process time, cost, errors and mistakes for sellers and buyers. Companies lose their Electronic Customers (E-customers) due to the competitive business environment on the Internet. In this respect, Electronic Trust (E-trust), Electronic Satisfaction (E-satisfaction) and Electronic Loyalty (E-loyalty) play vital roles. In addition, acquiring new loyal customers requires time and money. In this research, a conceptual framework has been presented that shows E-loyalty formation based on E-trust and E-satisfaction. The model, which was formed based on the literature review, has been improved by factor analysis and the effect of every construct has been determined by regression analysis. The direct and indirect effects of organizational, technological and customer factors on E-loyalty were calculated by path analysis. The results show that technological factors have the most effect on E-satisfaction and the organizational factors have the most effect on E-trust.
Original languageEnglish
Pages (from-to)559-564
Number of pages6
JournalEconomic Modelling
Volume35
DOIs
Publication statusPublished - 4 Sep 2013
Externally publishedYes

Keywords

  • E-commerce
  • E-satisfaction
  • E-trust
  • E-loyalty framework

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