The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty

Kaya, Bahar; Behravesh, Elaheh; Abubakar, A. Mohammed; Kaya, Ömer Sami; Orús, Carlos

doi:10.1080/15332861.2019.1668658

Cited by 116 publications

(158 citation statements)

References 79 publications

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“…E-service quality is often characterized by efforts to assess, consider, and evaluate the capabilities and availability of electronic services in online markets 15 . It has a variety of website functions facilitating the mechanisms of shopping, purchasing, and shipping of goods efficiently and effectively 16 . A number of previous studies on e-service quality experienced many changes both in terms of dimensions and indicators with different emphases.…”

Section: E-service Qualitymentioning

confidence: 99%

“…A number of previous studies on e-service quality experienced many changes both in terms of dimensions and indicators with different emphases. Review of the research scopes 15,16,17 includes information quality, reputation, transaction security, availability, suitability, ease of use, navigation, responsiveness, delivery fulfillment, usability, accessibility, design, data update, transaction speed, trust, and data accuracy. This exposure is also inseparable from e-service quality framework and uniformity of measurement for online retail businesses 18,19 .…”

Section: E-service Qualitymentioning

confidence: 99%

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Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Kosasi¹,

Vedyanto²,

Yuliani³

2021

TURCOMAT

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The emergence of the COVID-19 pandemic and a need to conduct physical distancing has led to the latest innovation in the form of operating online supermarkets to continue serving the customers digitally. This innovation is, however, inseparable from the influence of e-service quality, an antecedent factor of online sales. The research goal was on determination and ascertainment of the extent of requiring e-customer satisfaction to significantly boost e-customer loyalty. The research employed a survey method and an explanatory follow-up design. 203 respondents having implemented online sales in West Kalimantan successfully returned the questionnaires to researchers. The whole data was collected and processed through Likert Scales, the SEM-PLS analysis tool, and FGDs with 5 key informants. A finding indicates that it is uncertain that e-customer satisfaction is crucially needed for the improvement of e-customer loyalty. It, conversely, turns out that process quality and service recovery undoubtedly have direct, significant influences on e-customer loyalty. In addition to the finding, there is the insignificance of outcome quality for this loyalty.

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Section: E-service Qualitymentioning

confidence: 99%

Section: E-service Qualitymentioning

confidence: 99%

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Kosasi¹,

Vedyanto²,

Yuliani³

2021

TURCOMAT

View full text Add to dashboard Cite

show abstract

“…Valvi and West (2013) mentioned a one-dimensional scale for e-loyalty, called loyalty with a positive attitude. Kaya et al, (2019) used the behavior intention dimension of attitudinal loyalty, and Alonso-Dos-Santos et al, (2020) recommended using intentional loyalty to measure e-loyalty.…”

Section: E-loyalty Dimensions In S-commercementioning

confidence: 99%

Electronic Loyalty In Social Commerce: Scale Development and Validation

Khoa

Nguyen

2020

GADJAH MADA INT. J. BUS.

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Loyalty is an important key performance indicator to assess a business's success, especially in an online business environment with fierce competition. The explosion of social networking sites has created a new form of business: social commerce. Simultaneously, the scale of loyalty in online transactions has some limitations; hence, this research aims to develop and validate an electronic loyalty scale in the context of social commerce. The study used a mixed research method with two phases of a sequential exploratory strategy. Qualitative research generated the scale and was used in the initial filtering to develop an e-loyalty scale for social commerce. This study conducted two quantitative studies with 715 social commerce shoppers in five developed areas in Vietnam: Ho Chi Minh City, Ha Noi City, Hai Phong City, Da Nang City, and Binh Duong Province. Based on our research survey and literature review, the research results showed that electronic loyalty in social commerce is expressed in three dimensions: preference, interaction, and personal information’s disclosure. Then, the research proposed several relevant implications for other researchers and administrators of online businesses.

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“…Despite its relevance, online loyalty is difficult to achieve, particularly as consumers can change destinations at a mere "click" due to the low switching costs [15][16][17][18]. Among the factors that influence online loyalty, the influence of site personalization, first impression, and website quality have been highlighted [4,6].…”

Section: Introductionmentioning

confidence: 99%

Influence of Site Personalization and First Impression on Young Consumers’ Loyalty to Tourism Websites

Martínez-González

Álvarez‐Albelo

2021

Sustainability

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This study analyzes the influence of site personalization, first impression, and design on young consumers’ loyalty to tourism websites. It is a new and necessary study, taking into account the multimedia profile and purchasing potential of the studied segment, the need for increasing online consumer loyalty, and the tourism websites’ relevance. Based on previous findings and using a sample of 609 young consumers, a causal model (PLS) is designed that is practical, novel, and significantly predicts online loyalty. The descriptive analysis results show young consumers’ positive attitudes toward e-commerce and their high online use and potential for making online purchases. The significant influence of site personalization on consumers’ first impression is also confirmed. In addition, first impression influence perceived website quality, and, in turn, this quality affects consumers’ online purchase intention and loyalty to the website. Finally, it is shown that online purchase intention has a direct and positive influence on website loyalty. Thus, this study provides tourism managers with the knowledge to encourage young consumers’ loyalty to their websites in a market orientation context. It can be achieved by acting on the site’s personalisation, the first impression, and the design of the site. The generational approach (Generation Z) also allows the conclusions and implications to be transferred to other regions and sectors.

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The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty

Cited by 116 publications

References 79 publications

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Electronic Loyalty In Social Commerce: Scale Development and Validation

Influence of Site Personalization and First Impression on Young Consumers’ Loyalty to Tourism Websites

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