Comparing the effects of website quality on customer initial purchase and continued purchase at e-commerce websites

Kuan, Huei-Huang; Bock, Gee-Woo; Vathanophas, Vichita

doi:10.1080/01449290600801959

Cited by 174 publications

(141 citation statements)

References 45 publications

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“…The success of an e-commerce company depends much on maintaining customer loyalty [19]. As a consequence, it is crucial for e-commerce companies to manage a loyal customer base, because long-term customer relationships are not only a current main profit contributor but also have a high potential to enlarge the sales volume in the future.…”

Section: Customer Loyaltymentioning

confidence: 99%

The Sustainable Role of the E-Trust in the B2C E-Commerce of Vietnam

Choi

Mai

2018

Sustainability

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Vietnam, as a new emerging market, especially in e-business, has been promoting its emerging e-commerce market in Southeast Asia using aggressive players such as Lazada. Nonetheless, Vietnam has strong cultural background of risk-averse attitudes, like other developing countries, thereby deferring sustainable transformation into the e-business revolution. Therefore, it is necessary to examine the factors leading to the sustainable performance of e-commerce businesses, because highly risk-avert attitudes still cause many problems due to low levels of trust. In this perspective of trust, this research may contribute to promoting Vietnamese online shopping trends and suggesting ways for sustainable business to achieve success in B2C e-commerce. The purpose of this research is to examine whether or not the characteristics of e-service quality (usefulness, convenience, security, responsiveness, and assurance) have a positive influence on customer loyalty, one of the sustainable success factors in this growing e-commerce industry in Asian markets. Using questionnaires and structural equation modelling, we concluded that it is crucial to promote e-trust as a vital element, because it lacks, in the short-run, an initial e-trust.

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Section: Customer Loyaltymentioning

confidence: 99%

The Sustainable Role of the E-Trust in the B2C E-Commerce of Vietnam

Choi

Mai

2018

Sustainability

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“…As mentioned previously, the proposed model of ISS commercial systems contains the knowledge side, which is built on diverse quality requirements (Davis, 1989;Deng et al, 2010;Kuan et al, 2008;Petter et al, 2013;Venkatesh et al, 2003;Zhou, 2011). Therefore, the belief in value added in regard to commercial applications is represented in the quality requirements that meet actual customer needs (Kuan et al, 2008;Zhou, 2011).…”

Section: Implicationmentioning

confidence: 99%

“…Therefore, the belief in value added in regard to commercial applications is represented in the quality requirements that meet actual customer needs (Kuan et al, 2008;Zhou, 2011). Attitudes appear as consequences of customers' behaviour and are added when evaluating electronic systems (Khalil, 2014;Petter et al, 2008;Zhou, 2011).…”

Section: Implicationmentioning

confidence: 99%

“…These requirements represent the customer knowledge side of satisfaction; value added enriches quality for customers, which is the appropriate way to establish the importance of the consumer online shopping experience through smartphone commercial applications (Kuan, 2008;Zhou, 2011;Chen & Chang;2009). US and IU a system represent the emotional side of customer satisfaction, which is important for M-commerce success systems in the future (Wang, 2008;Petter et al, 2013).…”

Section: Implicationmentioning

confidence: 99%

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Evaluating M?Commerce Systems Success: Measurement and Validation of the DeLone and McLean Model of IS Success in Arabic Society (GCC Case Study)

Bahaddad¹

2017

JBTP

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“…Furthermore, Kuan et al (2008) suggested that an online company should focus on system quality to increase customer conversion, and on service quality for customer retention. As regards customer satisfaction, Lin (2007) outlined that system quality (website design and interactivity), information quality (informativeness and security), and service quality (responsiveness, trust, and empathy) were important antecedents of customer satisfaction.…”

Section: Website Quality and Attractivenessmentioning

confidence: 99%

Managing online environment cues: evidence from Generation Y consumers

Matić

Vojvodić

2017

IJEMR

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Previous studies revealed that consumers' interpretations of online environment exerted a powerful influence over buying intention. The paper aimed to investigate the difference between Generation Y online buying behaviour and online environment cues. The paper also explored the relation between Generation Y online buying behaviour and consumers' intention in an online environment. The data were collected using an online survey on a sample of 515 Croatian Generation Y consumers from the Dubrovnik-Neretva County. The data were analysed using factor analysis and analysis of variance. The findings indicated that online consumers were influenced by three major factors, compulsiveness, impulsiveness and functionality. The results also revealed that online environment cues (ease of use, website quality and attractiveness, and website design) had a significant influence on Generation Y consumers who purchased online due to compulsivity and functionality. Additionally, the significant moderately strong relationship was found between online environment cues and consumers' intentions towards online buying.

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Comparing the effects of website quality on customer initial purchase and continued purchase at e-commerce websites

Cited by 174 publications

References 45 publications

The Sustainable Role of the E-Trust in the B2C E-Commerce of Vietnam

The Sustainable Role of the E-Trust in the B2C E-Commerce of Vietnam

Evaluating M?Commerce Systems Success: Measurement and Validation of the DeLone and McLean Model of IS Success in Arabic Society (GCC Case Study)

Managing online environment cues: evidence from Generation Y consumers

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