Customer Loyalty in e-Commerce Settings: An Empirical Study

Kassim, Norizan Mohd; Abdullah, Nor Asiah

doi:10.1080/10196780802265843

Cited by 124 publications

(114 citation statements)

References 76 publications

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“…The findings indicated that in line with previous empirical researches (Armelini, 2011;Kassim & Abdullah, 2008;Murtiasih et al, 2013;Rezvani et al, 2012) word of mouth has a significant positive relationship with brand loyalty. Further, Ghorban and Tahernejad (2012) considered word of mouth as a key marketing factor which has a powerful effect on consumers' behavior and the decisions that they form during purchasing process.…”

Section: Discussionsupporting

confidence: 81%

Untitled

2016

JABS

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This paper aims to test the link between word of mouth and brand equity in the restaurant industry. The data were collected from293 customers of the international fast food restaurants in east coast Malaysia using convenience sampling technique. The collected data were analysed using SPSS and Structural Equation Modelling (SEM). The findings revealed that word of mouth has a significant relationship with brand image and brand loyalty. Furthermore, word of mouth has a significant relationship with brand preference and brand leadership. Finally, the findings indicated that word of mouth has a significant positive relationship with overall brand equity. This paper provides useful implications for the decision makers in the fast food restaurants by improving their understanding of the role of word of mouth in affecting brand equity.

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Section: Discussionsupporting

confidence: 81%

Untitled

2016

JABS

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“…Specifically, website communication performance can be defined as the information provided to consumers which is up-to-date, relevant and tailored to the needs of the consumer so that effective consumption-based decisions can be made (Kassim and Abdullah 2008;Loiacono et al 2007;Parasuraman et al 2005). Such communication includes information about the firm, and its products and services, as well as transaction details such as payment processes, options and shipping which are critical in order for online consumers to make consumption decisions.…”

Section: Components Of the Website Interface And Flowmentioning

confidence: 98%

Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences

Carlson

O’Cass

2011

Electron Markets

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While the study of flow has attracted the interest of scholars seeking to understand its nature and effects on consumption related behaviors, it has received limited attention from Internet researchers seeking to understand factors controllable by firms which influence its formation. This study contributes to literature by examining the impact of consumer evaluations of website service interface performance components on the development of flow. The study also examines the moderating role of Internet selfefficacy. The analysis of data collected from consumers of organizations across two samples involved in the professional sport sector and e-retailing sector, indicate that the delivery of compelling website-service interface performance (via web-based components) is significantly related to the development of flow experiences.

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“…Such a platform needs to be user friendly [38]. Features used by Doll and Torkzadeh [38], McKinney et al [4], Kassim and Abduallah [20], Rai et al [39], and Schaupp et al [23] were adapted for measuring systems quality in this study. These features comprised of customization, responsiveness, and comparison.…”

Section: Questionnairementioning

confidence: 99%

“…For businesses this means that increased customer loyalty typically leads to increased profit and growth [15][16][17]. Loyalty is expressed by behavioral intention to reuse, for example, a particular Web site to again engage in business transactions, and/or by giving a positive testimonial and recommendation of the Web site to others [18][19][20]. Loyalty, hence, is the result of being a satisfied customer [21], where loyalty and customer satisfaction are positively and significantly related [22].…”

Section: Introductionmentioning

confidence: 99%

Gender-specific on-line shopping preferences

Ulbrich

Christensen²,

Stankus³

2010

Electron Commer Res

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This study approaches the question of whether on-line shopping preferences differ from a gender perspective. Data is collected by the means of an on-line survey (n = 170) in which male and female on-line shoppers rank the importance of various features that have an impact on their shopping experience. The results show no gender differences at the construct level. However, when comparing the ranking of individual features some statistically significant differences exist. Males, for example, rank accurate description of products and fair pricing significantly more important than females. Females on the other hand consider return labels significantly more important than their male counterparts. The implications for research are twofold. First, the study provides additional insights into on-line shopping preferences from a gender perspective. Second, the study demonstrates that significant differences might not show on the construct level but only when features are individually compared with each other. The implication for practice is to help businesses enhance their on-line shopping platforms to better consider the particular needs of male and female on-line shoppers.

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Customer Loyalty in e-Commerce Settings: An Empirical Study

Cited by 124 publications

References 76 publications

Untitled

Untitled

Creating commercially compelling website-service encounters: an examination of the effect of website-service interface performance components on flow experiences

Gender-specific on-line shopping preferences

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