Customer satisfaction and loyalty in online and offline environments

Shankar, Venkatesh; Smith, Amy K.; Rangaswamy, Arvind

doi:10.1016/s0167-8116(03)00016-8

Cited by 1,208 publications

(880 citation statements)

References 36 publications

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“…Recently, a number of researchers have empirically tested the impact of the Internet on customer loyalty (Degeratu, Rangaswamy, & Wu, 2000). Shankar, Smith, and Rangaswamy (2003) investigated the difference in customer loyalty between store customers and Internet customers in the travel industry. They argued that Internet customers should be more loyal than non-Internet customers because of the lock-in effects and because the Internet provides extensive information, which should lead to less dissatisfaction.…”

Section: Acquisition Channels and Customer Loyaltymentioning

confidence: 99%

“…Keane and Wang (1995) showed that the acquisition channel determines lifetime value of customers, while Thomas (2001) showed that the acquisition channel affects customer retention. Shankar, Smith, and Rangaswamy (2003) compared Internet-customers' loyalty with store-customers' loyalty in the travel market and concluded that the Internet reinforces loyalty and strengthens the positive relationship between satisfaction and loyalty. Bolton and colleagues (2004) put forward some general propositions about the effect of the acquisition channel on customer behavior.…”

Section: Introductionmentioning

confidence: 99%

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The effect of acquisition channels on customer loyalty and cross-buying

Verhoef

Donkers

2005

Journal of Interactive Marketing

183

109

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cquisition channels are important predictors of customer loyalty in the first stages of a business-consumer relationship. Although some researchers have provided examples of the differences in the value of the customers businesses acquire via different channels, they have not considered the impact of acquisition channels on loyalty and cross-buying. Using probitmodels we explored how retention rates and cross-selling opportunities differ among the various acquisition channels a financial-services provider uses. Our results indicate that the direct-mail acquisition channel performs poorly on retention and cross-selling, while radio and TV perform poorly for retention only. The firm's Web site seems to perform well for retention. The theoretical and practical implications of our results are discussed.

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Section: Acquisition Channels and Customer Loyaltymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

The effect of acquisition channels on customer loyalty and cross-buying

Verhoef

Donkers

2005

Journal of Interactive Marketing

183

109

View full text Add to dashboard Cite

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“…Online trust involves the website's ability to perform required functions (i.e. order fulfillment and absence of errors) [16]. Moreover, investment in developing a brand image can be critical in generating online trust.…”

Section: Online Trustmentioning

confidence: 99%

The impact of organizational efforts on consumer concerns in an online context

Shukla

2014

Information & Management

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“…We also recognize the lack of verification of the nomological validity as a limitation. In subsequent studies, this could be reviewed through a structural model in which quality of service is inserted as a precursor variable of online trust (Sultan & Mooraj, 2001;Harris & Goode, 2004) or satisfaction (Reichheld & Schefter, 2000;Shankar, Smith & Rangaswamy, 2003;Harris & Goode, 2004) and loyalty (Luarn & Lin, 2005;Chouk & Perrien, 2004;Harris & Goode, 2004) as consequential variables of online trust. Another limitation of this study is its national scope, Spain.…”

Section: Limitationsmentioning

confidence: 99%

Multilevel and multidimensional scale for online trust

2014

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This paper examines the nature of the construct of consumers' trust toward the electronic channel of their financial institution. Through a study of a total of 372 individual users of Internet banking in Spain, we have managed to develop a third-order measuring instrument that integrates a total of seven dimensions. The exploratory and confirmatory factor analyses were used to test the validation and reliability of the proposed scale. Findings provide useful information to professionals who seek to identify how customer's trust is formed in the online channel and in the financial sector.KEYWORDS | Scale, trust, online banking, users, validation. RESUMOEste artigo analisa a natureza do construto-confiança dos consumidores em relação ao canal eletrônico de sua instituição financeira. Por meio de um estudo com 372 usuários individuais de operações bancárias via internet na Espanha, conseguimos desenvolver um instrumento de medida de terceira ordem que integra sete dimensões. Foram utilizadas análises fatoriais exploratórias e confirmatórias a fim de testar a validade e a confiabilidade da escala proposta. Os resultados fornecem informações úteis aos profissionais que procuram identificar como se constitui a confiança do cliente no canal online e no setor financeiro.PALAVRAS-CHAVE | Escala, confiança, operações bancárias online, usuários, validação. RESUMEN RAE-Revista de Administração de Empresas | FGV-EAESP

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Customer satisfaction and loyalty in online and offline environments

Cited by 1,208 publications

References 36 publications

The effect of acquisition channels on customer loyalty and cross-buying

The effect of acquisition channels on customer loyalty and cross-buying

The impact of organizational efforts on consumer concerns in an online context

Multilevel and multidimensional scale for online trust

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