Factors influencing satisfaction and loyalty in online shopping: an integrated model

Abstract

Purpose -Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Design/methodology/approach -This study adopts structural equation modelling (SEM) as the main analytical tool. It investigates the shopping experiences of users of the major shopping websites of Taiwan. Findings -The research results point to the following: first, customer e-satisfaction will positively influence customer e-loyalty directly; second, technology acceptance factors will positively influence customer e-satisfaction and e-loyalty directly; third, website service quality can positively influence customer e-satisfaction and e-loyalty directly; and fourth, specific holdup cost can positively influence customer e-loyalty directly, but cannot positively influence customer e-satisfaction directly. Originality/value -This paper draws on the research results for implications for shopping website management and design, then suggests some ways to enhance performance for the website shopping industry.

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

“…Srinivasan, Anderson, and Ponnavolu (2002b) also reported that interactivity influenced customer e-loyalty (Balabanis, Reynolds, & Simintiras, 2006). Despite customer interface quality, Oliveira (2007) also found that e-SERVQUAL directly linked to customer e-loyalty (Lin & Sun, 2009). This is due to the fact that acquiring new customers is costly exercise and the existing customer purchase more (Long & McMellon, 2004).…”

Customer Loyalty: An Empirical Study on Italian E-commerce Websites

“…TAM theory is based on this idea: Perceived Usefulness (PU) and Perceived Easiness of Use (PEOU) determine how users act towards technology and the extent of its use. The online purchaser's decisions are directly linked with his degree of acceptance of technology (Shih, 2004), making online shopping easier to increase customer's satisfaction and, consequently, his long term loyalty (Lin & Sun, 2009). …”

“…The research (Lin & Sun, 2009) shows how TAM is useful and underlines that it influences, in a determining way, customer attitude and the inclination to re-purchase.…”

“…According to Lin and Sun (2009), new web technologies give a better quality service and maximize web security, and these two factors would foster satisfaction and customer loyalty towards e-commerce (Parasuraman & Grewal, 2000). Other authors (Gommans, Krishnan, & Scheffold, 2001) have underlined how online purchase experiences are a further factor influencing inclination to online purchase for customers.…”

Evolving the online customer experience … is there a role for online customer support?

“…Previous studies exploring the online customer experience have overlooked the variable of the length of time spent on the website. Limited research from Ludin and Cheng (2014) and Luo et al (2010) acknowledge that the length of time spent searching online may be influenced by the quality of the information provided. The findings highlight that the website characteristics (including: website aesthetics, level of control, information quality, website credibility and flow) influence how long customers are willing to spend on the website, poor website characteristics result in customers spending longer searching on the website, proving hypothesis H2.…”