Improving Customer Retention in E-Commerce through a Secure and Privacy-Enhanced Loyalty System

Enzmann, Matthias; Schneider, Markus

doi:10.1007/s10796-005-4808-2

Cited by 18 publications

(12 citation statements)

References 23 publications

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“…However, it must be kept in mind that customers are afraid of losing their personal data and expect appropriate privacy protection therefore, customer loyalty is reliant on the customer's trust in the company. Creation of safe customer profiles can address this issue and will help attract privacy sensitive customers (Enzmann & Schneider, 2005). Gómez, Arranz & Cillán (2006) emphasize that customer loyalty program have to build behavioral and affective loyalty.…”

Section: Loyalty Programsmentioning

confidence: 99%

“…In terms of e-commerce, there are two different types of programs: rewarding system and virtual communities. Rewarding systems give members financial benefits (Enzmann & Schneider, 2005). The popular form is based on cash-back reward program where suppliers pay certain amount of money for every qualified purchase which is a fixed percentage of purchase amounts.…”

Section: Rewarding Systems and Virtual Communitiesmentioning

confidence: 99%

“…Virtual communities refer to social aspects, like an online discussion panel on product related problems (Enzmann & Schneider, 2005). Since social media became popular, loyalty program have started to use Facebook, Twitter and Linkedin for marketing purposes where firms communicate with members about offers and promotions (Vinod, 2011).…”

Section: Rewarding Systems and Virtual Communitiesmentioning

confidence: 99%

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Customer Loyalty Program as a Tool of Customer Retention: Literature Review

Hofman-Kohlmeyer

2016

CBUP

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Customer loyalty is a highly valuable asset. To gain loyalty of current customers and create attachments, the growing ranks of entrepreneurs decide on implementation of loyalty programs. This article aims at providing a theoretical outlook on various approaches on loyalty programs derived from literature review and identifing the factors which lead to success of a company. The literature review offers some directives for managers which are useful in the preparation of rewarding programs and are also a source of valuable customer information that helps in building future marketing strategies. We concluded that loyalty programs impact customers using financial and psychological factors to maintain long-term loyalty. Furthermore, loyalty programs should include financial as well as affective components as only financial incentives don't guarantee a long-term relationship. JEL Classification Number: M31, DOI: http://dx.doi.org/10.12955/cbup.v4.762

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Section: Loyalty Programsmentioning

confidence: 99%

Section: Rewarding Systems and Virtual Communitiesmentioning

confidence: 99%

Section: Rewarding Systems and Virtual Communitiesmentioning

confidence: 99%

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Customer Loyalty Program as a Tool of Customer Retention: Literature Review

Hofman-Kohlmeyer

2016

CBUP

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“…In addition, the present authors note that, whatever the merits of the E-S-QUAL scale, it is of interest that there are few (if any) studies that have established an empirical link between service quality and actual sales in the online environment. Although some studies have proposed models linking e-quality with loyalty (Chiou and Shen, 2006;Enzmann and Schneider, 2005;Ribbink et al, 2004), none appear to have established a definite link between online service quality and actual purchases.…”

Section: Introductionmentioning

confidence: 99%

Purchasing Behaviour in an Online Supermarket

Marimón

Vidgen

Barnes

et al. 2010

International Journal of Market Research

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Purpose: The purpose of this paper is twofold: (i) to assess the applicability of the four dimensions of online service quality as proposed in the E-S-QUAL scale to the setting of an online supermarket; and (ii) to propose and test a model that links these e-quality dimensions with loyalty and purchasing behaviour in the setting of an online supermarket. Design/methodology/approach: An online questionnaire is used to survey 131 customers of an online Spanish supermarket using the E-S-QUAL scale. The data are analysed by exploratory factor analysis to: (i) test the applicability of the E-S-QUAL scale to the setting of an online supermarket: and (ii) generate an extended model (including constructs for 'perceived value', 'loyalty' and 'actual purchases'). The model is then checked by structural equation modelling (SEM). Findings: The four dimensions proposed by the E-S-QUAL scale are confirmed in the setting of an online Spanish supermarket. The influence of these various quality dimensions on perceived value, loyalty, and actual purchases are delineated. Practical implications: The study reassures online vendors that E-S-QUAL is an appropriate instrument by which to measure online service quality. The study also provides empirical evidence that high levels of e-service quality have a positive influence on purchasing behaviour. Originality/value: The study is the first to provide definitive empirical evidence of the commonly presumed linkage between the quality dimensions proposed in the E-S-QUAL scale and the constructs of loyalty and actual -not self-reported -purchase behaviour.

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“…Most of related studies are focused on the fixed Internet environment (Aberer and Despotovic 2001;Enzmann and Schneider 2004;Enzmann and Schneider 2005;Golbeck et al 2003;Kinateder and Rothermel 2003;Lin et al 2004;Sabater and Sierra 2002), where the trustworthy information are always available. Little is known about the ad-hoc ubiquitous environment or wireless distributed network environments (Lin et al 2004;Shand et al 2004;Wilhelm et al 2000).…”

Section: Related Workmentioning

confidence: 99%

Ubiquitous collaborative iTrust service: Exploring proximity collective wisdom

Hwang¹,

Yuan

2008

Inf Syst Front

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Ubiquitous e-service is one of the most recent links in the chain of evolution that has characterized the different eras of the internetworking environment. In order to leap the trust barrier for the users to embrace these ubiquitous e-services, we present a collaborative iTrust e-service for exploring proximal collective wisdom in the ad-hoc ubiquitous environment. By highlighting the homophily of e-service participants, these isolated individuals can be treated as a group with proximity. Proximity thus enables ad-hoc e-service participants to contribute their strength for ubiquitous collective wisdom. Simulation outcomes for trust decision quality enhancement show significant improvement over traditional designs. The iTrust e-service makes it possible for users to collaborate with the nearby user groups for establishing a reliable and trustworthy interaction environment. It also facilitates and empowers the potential benefits of various ubiquitous e-service applications.Keywords Ubiquitous e-service . Trust . Proximal collective wisdom . Ad-Hoc ubiquitous environment 1 Challenges for ubiquitous trustworthy e-Service Current e-service applications focus more on centralized control aspect, where long-term historical data are collected and top-down design architectures are used to guarantee information service quality of e-service applications. Since Mark Weiser (1991) termed 'ubiquitous' as a new paradigm for computing in 1988, efforts have been concerted to develop and advance information technologies towards 'connecting, invisible calm and silent, and real' ubiquitous computing. The rapid growth of information systems technologies and networking has generated significant opportunities for streamlining decision-making processes and maximizing productivity through distributed collaborations. Emerging collaborative environments need to provide efficient support for seamless integration of heterogeneous technologies such as mobile devices and infrastructures, web services, grid computing systems, various operating environments, and diverse products. Such heterogeneity introduces, however, significant security and privacy challenges for distributed collaborative applications. In such a loosely-coupled open computing system, trust management has become essential, together with traditional cryptography techniques, for building a healthy collaboration among participating peers (or agents). Hence, ensuring trust in an ubiquitous environment is one of the most important tasks of the new networking paradigm. Recent work (McKnight and Chervany 2002) suggests that reputation based trust systems as an effective way for nodes to identify and avoid malicious nodes in order to minimize the threat and protect the system from possible misuses and abuses by malicious nodes in a decentralized overlay networks. Such systems typically assign each node a trust value based on the transactions it has performed with others and the feedbacks it has received.

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Improving Customer Retention in E-Commerce through a Secure and Privacy-Enhanced Loyalty System

Cited by 18 publications

References 23 publications

Customer Loyalty Program as a Tool of Customer Retention: Literature Review

Customer Loyalty Program as a Tool of Customer Retention: Literature Review

Purchasing Behaviour in an Online Supermarket

Ubiquitous collaborative iTrust service: Exploring proximity collective wisdom

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