Customer E-loyalty: From an estimate in electronic commerce with an artificial neural fuzzy interface system (ANFIS)

Nader Sohrabi Safa, M.A. Ismail

Research output: Chapter in Book/Report/Conference proceedingChapter

Abstract

Companies lose their online customers due to the competitive business environment. Customer loyalty is one of the important topics in the Electronic Commerce (E-commerce) domain. Gaining new loyal customers requires extensive expenditure of time and money. In addition, loyal customers are an important asset for a company, which brings long-term benefits. In this research, a comprehensive conceptual framework is presented that shows E-loyalty based on E-trust and E-satisfaction. The critical factors which influence E-trust and E-satisfaction are classified in organizational, customer and technological groups. Statistical analysis is applied for validity and reliability of the model. Another important method for estimation of uncertain measures is Artificial Neural Fuzzy Network System (ANFNS). E-trust and E-satisfaction data were used as inputs of the ANFIS and the output utilized E-loyalty. The result demonstrated, there is no difference between the aforementioned and the ANFIS model can be used for estimation of E-loyalty in E-commerce.
Original languageEnglish
Title of host publication Proceedings of the First International Conference on Advanced Data and Information Engineering
PublisherSpringer
Pages667-674
Number of pages8
ISBN (Electronic)978-981-4585-18-7
ISBN (Print)978-981-4585-17-0
DOIs
Publication statusPublished - 15 Dec 2013
Externally publishedYes

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    Sohrabi Safa, N., & Ismail, M. A. (2013). Customer E-loyalty: From an estimate in electronic commerce with an artificial neural fuzzy interface system (ANFIS). In Proceedings of the First International Conference on Advanced Data and Information Engineering (pp. 667-674). Springer. https://doi.org/10.1007/978-981-4585-18-7-75