Investigations on e-trust and e-satisfaction of customers for e-loyalty: The case of Iranian e-commerce

Nader Sohrabi Safa, M.A. Ismail

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

In this research two problems have been addressed. Firstly, companies lose their e-customers easily in today's business competitive environment. Secondly, gaining loyal customers needs a long time and high cost. These two basic problems encouraged us to research on loyalty in e-commerce and the main aim of this study is to increase trust, satisfaction and loyalty among e-customers. Our literature review and interviews with experts in this realm revealed that electronic satisfaction (e-satisfaction) and electronic trust (e-trust) are two important factors which influence electronic loyalty (e-loyalty). 6 hypotheses show relationships between technology, organization and customer factors with e-satisfaction and e-trust and two hypotheses indicate the relation between e-satisfaction, e-trust and e-loyalty. Statistical analysis is used to validate and to ensure model reliability.
Original languageEnglish
Pages (from-to)492-502
Number of pages11
JournalActual Problems of Economics
Volume139
Issue number1
Publication statusPublished - 2013
Externally publishedYes

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Electronic commerce
Loyalty
Literature review
Statistical analysis
Influence factors
Costs
Customer needs
Factors
Competitive environment

Cite this

Investigations on e-trust and e-satisfaction of customers for e-loyalty: The case of Iranian e-commerce. / Sohrabi Safa, Nader; Ismail, M.A.

In: Actual Problems of Economics, Vol. 139, No. 1, 2013, p. 492-502.

Research output: Contribution to journalArticle

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