Customer Satisfaction and Loyalty in E-Markets: A PLS Path Modeling Approach

Anderson, Rolph E.; Swaminathan, Srinivasan

doi:10.2753/mtp1069-6679190207

Cited by 142 publications

(115 citation statements)

References 50 publications

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“…E-Trust is a key to building customer loyalty and maintaining continuous relationship with the consumers. There is a general consensus among the evidence supporting the impact of trust on customer loyalty [24,28,31], resulting in the following hypothesis.…”

Section: Data Collection and Methodologymentioning

confidence: 99%

“…Yang et al (2009) specified that transaction cost saving (convenience), reliability, responsiveness, and assurance are some of main factors in online game service [27]. Anderson and Swaminathan (2011) suggested interaction, commitment (responsiveness), and assortment (usefulness) as three among eight determinants that have an effect on loyalty in e-market [28]. Kim et al (2012) mentioned security, variety (usefulness), responsiveness, and receptiveness in their research about internet shopping value and customer repurchase intention [22].…”

Section: Hypotheses On Service Quality and E-trustmentioning

confidence: 99%

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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: Data Collection and Methodologymentioning

confidence: 99%

Section: Hypotheses On Service Quality and E-trustmentioning

confidence: 99%

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

Choi

Mai

2018

Sustainability

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“…High level of loyalty thus emerges as cost effective element for an organisation and major source to boost profitability. The evaluation of customers' satisfaction is determined by pre purchase and post purchase experiences if the product meets desired demands of a customer or exceeds to customers' expectations (Anderson and Swaminathan, 2011). Market oriented initiatives help to mitigate various week marketing variables that can distract customers' loyalty and the elimination of these variables mounts customers' satisfaction and loyalty (Luo, Homburg and Wieseke, 2010).…”

Section: Ps and Customer Satisfaction And Loyaltymentioning

confidence: 99%

4Ps: A Strategy to Secure Customers’ Loyalty via Customer Satisfaction

Nuseir

Madanat

2015

IJMS

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This paper explores the role of Marketing mix strategy and its overall positive or negative impact on customer's satisfaction and loyalty. Product, price, place and promotion variables need to be managed by understating psychological traits of customers buying nature. The literary discussion highlights that customer expectations with regards to product quality, price, and product accessibility are managed by communication techniques using advertising agents. The discussion proceeds in analytical style using previous theory as base point to evaluate the role of marketing mix in relation with customer satisfaction turning into loyalty. Inductive data collection approach has proved a great help to extract gist of past research results. A large proportion of data has been gathered from secondary resources including journals, books and old research papers. The results show that all four aspects of marketing mix are equally important and any imbalance among them can damage overall results. Customers' buying intentions are greatly affected by his/her expectations in context of a product quality, price, and product accessibility. The relationship between customer satisfaction and loyalty depends on the elimination of perception gap, service gap, operational gap and behavioural gap that needs to be managed by giving focused attention to these matters. This paper reviews prior literature and proposes to think carefully to use marketing mix strategy to met customer expectations by eliminating any communication or perception gaps that further extend customer loyalty.

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“…Banyak faktor yang mempengaruhi kepuasan konsumen saat berbelanja di toko online, yaitu (a) adaptasi (adaptation), (b) interaksi (interactivity), (c) pemeliharaan (nurturing), (d) komitmen(commitment), (e) jaringan (network), (f) keanekaragaman (assortment), (g) kemudahan transaksi (transaction ease), dan (h) perjanjian pemakaian (engagement) (Anderson dan Swaminathan, 2011).…”

Section: To-government (G2g) Dan Manager-toconsumer (M2c)unclassified