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Bases of e-store loyalty: Perceived switching barriers and satisfaction

By Nina L. Reynolds, A. Simintiras and G. Balabanis


NoLoyalty, its antecedents, and its consequences have been considered extensively. Store loyalty, in particular e-store loyalty, has not, however, received the same level of attention despite the increase in the number of organisations that sell directly over the Internet. This paper focuses on two antecedents of e-store loyalty, perceived switching barriers and satisfaction, and the way in which they interact. It found that customers do not consider themselves loyal to the e-store they frequent despite being largely satisfied, that the impact of switching barriers varies at different levels of customer satisfaction, and that what customers consider to be a switching barrier differs at different levels of customer satisfaction

Topics: Switching Barriers, e-Store Loyalty, Satisfaction
Year: 2006
DOI identifier: 10.1016/j.jbusres.2005.06.001
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Provided by: Bradford Scholars
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