Factors Influencing Customer Loyalty Toward Online Shopping

Abstract

Abstract-The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. Based on the theoretical model, hypotheses were formulated. The primary data were collected from the respondents which consists of 300 students. Multiple regression and qualitative analysis were used to test the study hypotheses. The empirical study results revealed that satisfaction, trust and commitment have significant impact on student loyalty toward online shopping.

Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business

“…From the analysis of our research data it is revealed that the service quality factors like Responsiveness and Trust positively affected the Customer Satisfaction and Loyalty directly which matched to a great extent with the previous research results pointed out by Alam et.al (2008): Henig and Klee, (1997) in Pratminingsih et al, (2013): Ilias et.al (2009) and Mcmellon (2004 : Gomez et.al (2006) and Turk et.al (2012).…”

“…Rodgers et.al (2005) through his research revealed that system quality and service quality are the most important determining factors for customer satisfaction and loyalty. Pratminingsih et al (2013) pointed out that customer satisfaction is one of the main antecedents for e -loyalty and increase in satisfaction enhance the commitment and trust of customers and hence managers should take care on satisfaction and trust so that there will not be deflection in customer Lin and Sun, (2009) revealed in their study that technology acceptance factors positively influenced the e-satisfaction and e-loyalty of the customers which formed a way for repurchasing behaviour. Also the author pointed out that when the customers Internet familiarity level uplifted, the website service quality and esatisfaction increases accordingly.…”

“…For example, factors like Website Design, Reliability, Customer Service and Trust (Alam et.al., 2008):website design and einformation (Wolfinbarger and Gilly, 2003) (Chen et.al, 2013) and many studies suggest that e-service quality is an important dimension and most valuable determinant for e-retailers business (Lee and Lin,2005) (Eid, 2011) (Li.et al , 2009) in (Turk et.al, 2012 (Shaikh andKhan, 2011) (Anderson andSrinivasan, 2003) (Kassim andIsmail,(2009). (Henig andKlee, 1997) in Pratminingsih et al, 2013).…”

Pelanggan TV Berbayar di Indonesia: Tantangan Hambatan Berpindah dalam Mempertahankan Loyalitas

“…Tingginya persaingan menjadi pertimbangan utama perusahaan dalam mempertahankan loyalitas pelanggan (Françoise & Vanhuele, 2016). Pengaruh perlawanan dari para kompetitor perusahaan sejenispun berkurang, tidak hanya persaingan dalam hal produk namun juga persaingan dalam hal persepsi (Pratminingsih, Lipuringtyas, & Rimenta, 2013).…”

South African generation-X online shopper satisfaction and their repurchase intentions

“…On the other hand, online business provides consumers with quite a good number of benefits ranging from more interactive communications present in the system, both the distribution and the delivery are efficient and fast, product and services that are available in online business are more customized and one can get almost what he orders if not exactly (Pratminingsih, Lipuringtyas & Rimenta, 2013). In addition, the range that exists between products or services in different forms gives a very competitive advantage to online customers, as they can easily compare prices of the products/services (Karami et al, 2014).…”