The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services

Casaló, Luis V.; Flavián, Carlos; Guinalíu, Miguel

doi:10.1108/02652320810902433

Cited by 380 publications

(343 citation statements)

References 77 publications

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“…In the present literature, the dominant definition of perceived value is similar to that of Zeithaml [232]. Perceived value contributes to loyalty towards an e-business by reducing an individual's need to seek alternative service providers [31]. Characteristically, when customers feel that they are not getting the best value for their money, they will begin searching for alternatives, which means that their loyalty declines dramatically.…”

Section: Perceived Valuementioning

confidence: 92%

“…According to Oh and Parks [142], there are three approaches towards loyalty: behavioural, attitudinal, and integrated. The first examines customers' tendency to repeat and continue their past purchases, while the second refers to the customers' psychological involvement, favouritism, and sense of goodwill towards a particular product or service [31]. The integrated approach is a combination of both the behavioural and attitudinal approaches, with the aim of creating a new concept of loyalty.…”

Section: Definitions Of E-loyaltymentioning

confidence: 99%

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Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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Over the last few years, the concept of online loyalty has been examined extensively in the literature, and it remains a topic of constant inquiry for both academics and marketing managers. The tremendous development of the Internet for both marketing and e-commerce settings, in conjunction with the growing desire of consumers to purchase online, has promoted two main outcomes: (a) increasing numbers of Business-to-Customer companies running businesses online and (b) the development of a variety of different e-loyalty research models. However, current research lacks a systematic review of the literature that provides a general conceptual framework on eloyalty, which would help managers to understand their customers better, to take advantage of industry-related factors, and to improve their service quality. The present study is an attempt to critically synthesize results from multiple empirical studies on e-loyalty. Our findings illustrate that 62 instruments for measuring eloyalty are currently in use, influenced predominantly by Zeithaml et al. (J Marketing. 1996;60(2):31-46) and Oliver (1997; Satisfaction: a behavioral perspective on the consumer. New York: McGraw Hill). Additionally, we propose a new general conceptual framework, which leads to antecedents dividing e-loyalty on the basis of the action of purchase into pre-purchase, during-purchase and after-purchase factors. To conclude, a number of managerial implementations are suggested in order to help marketing managers increase their customers' e-loyalty by making crucial changes in each purchase stage.Keywords: e-loyalty, e-satisfaction, e-trust, customer behaviour, e-commerce, critical review, framework The penetration of the Internet in marketing and e-commerce settings has influenced, to a great extent, the entire business world. From the customer's viewpoint, it has created new and possibly less costly ways of participating in commercial activities [182]. From the business perspective, market globalization, along with the decreasing effectiveness of offline marketing, has motivated organizations to shift their plans to include Internet marketing [120]. Hence, consumers have increasingly favoured online shopping [166], gradually leading more Business-to-Customer (B2C) companies to establish an Internet presence in an effort to attract new and maintain existing customers for long-term profitability [203]. Building and maintaining brand loyalty has been a central theme of marketing theory and practice in traditional consumer marketing [71]. For this reason, businesses should be more interested in keeping long-lasting relationships with their customers than in accumulating occasional exchanges [17]. Presently, the notion of brand loyalty has been expanded to include online loyalty (also known as e-loyalty or website loyalty). The online shopping world has completely changed the relationship between customers and retailers. The minimal cost to a customer to switch brands (compared to the high costs for companies to acquire new e-customers) just...

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Section: Perceived Valuementioning

confidence: 92%

Section: Definitions Of E-loyaltymentioning

confidence: 99%

Critical review of the e-loyalty literature: a purchase-centred framework

Valvi

Fragkos

2012

Electron Commer Res

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“…For example, if a close friend of Lee had a bad experience shopping online on that certain e-retailer site, HoneyQ.com, probably Lee will not visit or purchase any things from that same e-retailer site that his friend mentioned it earlier even Lee has never shop there before. It is more objective and trustworthy compared with any other resources in word of mouth (WOM) as the customers treasure the views from the fellow customers (Casalo, Flavian & Guinaliu, 2008). Thus, e-retailer should not neglect the power of word of mouth (WOM) because there is a significant effect that influences the consumer to shop online or not.…”

Section: Social Influencementioning

confidence: 99%

How the Perceptions towards e-Retailer Image Affect the e-Consumer Behavior: Factors & Procedure Involved

Vivian¹,

Yazdanifard²

2014

Journal of Research in Marketing

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“…Alongside the numerous satisfaction studieson the tourism business (Yoon & Uysal, 2005;Anderson, 1998;Bigne, Sanchez & Sanchez, 2001;Casalo, Flavian & Guinaliu, 2008;Matos & Rossi, 2008), there are specific investigations researching satisfaction in festivals Ayob & Said, 2010;Baker & Crompton, 2000;Bayrak, 2011;Grappi & Montanari, 2011;Schofield & Thompson, 2007;Yoon, Lee & Lee, 2010). It can be generally said from research that satisfaction has a positive effect on festivals and visitors' post-purchase behaviors.…”

Section: Visitor Satisfactionmentioning

confidence: 99%

The festival motivation and its consequences: the case of the Fethiye International Culture and Art Festival, Turkey

Ayazlar¹,

Ayazlar²

2015

JTHM

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Festivals, as an innovative product, have become increasingly popular at various destinations. Although some researches have been conducted about festivals, few researches have been carried out with the aim of understanding the impacts of festival motivations on visitors' post-purchase behaviors. Therefore, this study aims to test a model of whether festival motivations impact on the post-purchase behavior of attendees of the Fethiye International Culture and Art Festival in Turkey. Based on the literature, five push and five pull motivation dimensions were determined. An on-site intercept survey was conducted and 388 items of data were gathered from the festival visitors. According to the structural equation model results, there is an interrelationship between festival motivations, satisfaction and word-of-mouth for attendees of a festival. The novelty is the strongest push motivation dimension that affects festival satisfaction, whereas atmosphere is the most effective pull dimension. The results are valuable to festival organizers in order to promote the attendees' word-of-mouth and thereby increase participation in the festivals, which leads to increased motivation and satisfaction. The practical and theoretical implications of the study results are discussed.

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The role of satisfaction and website usability in developing customer loyalty and positive word‐of‐mouth in the e‐banking services

Cited by 380 publications

References 77 publications

Critical review of the e-loyalty literature: a purchase-centred framework

Critical review of the e-loyalty literature: a purchase-centred framework

How the Perceptions towards e-Retailer Image Affect the e-Consumer Behavior: Factors & Procedure Involved

The festival motivation and its consequences: the case of the Fethiye International Culture and Art Festival, Turkey

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