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

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 e-loyalty, 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 e-loyalty 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

e-Consumer Behaviour

Purpose – The primary purpose of this article is to bring together apparently disparate and yet interconnected strands of research and present an integrated model of e-consumer behaviour. It has a secondary objective of stimulating more research in areas identified as still being underexplored. Design/methodology/approach – The paper is discursive, based on analysis and synthesis of econsumer literature. Findings – Despite a broad spectrum of disciplines that investigate e-consumer behaviour and despite this special issue in the area of marketing, there are still areas open for research into econsumer behaviour in marketing, for example the role of image, trust and e-interactivity. The paper develops a model to explain e-consumer behaviour. Research limitations/implications – As a conceptual paper, this study is limited to literature and prior empirical research. It offers the benefit of new research directions for e-retailers in understanding and satisfying e-consumers. The paper provides researchers with a proposed integrated model of e-consumer behaviour. Originality/value – The value of the paper lies in linking a significant body of literature within a unifying theoretical framework and the identification of under-researched areas of e-consumer behaviour in a marketing context

Business-to-consumer e-commerce in Nigeria: Prospects and challenges

The growth of Internet usage in Nigeria continues to increase, recording over 90% growth rate between 2000 and 2008. While businesses in Nigeria are reported to have online access with opportunity for ecommercial activities, customers in the country however access business websites only to source for information but make purchases the traditional way. This paper aims at assessing the prospects and challenges of Business-to-consumer (B2C) e-commerce implementation in Nigeria from the consumers’ perspective. Survey research was adopted for this study. Research hypotheses were formulated and questionnaire designed and administered randomly to 900 respondents. Collected data was used to evaluate the acceptance of B2C e-commerce using the extended technology acceptance model (TAM). The extended TAM combines task-technology fit, relationship related construct: trust and risk, and the two TAM constructs to determine factors influencing consumer acceptance of B2C e-commerce in Nigeria. Findings revealed that there are significant relationships between the model variables. Tasktechnology fit and perceived usefulness have significant relationships with intentions to use, having a correlation coefficient of 0.2623 and 0.2002 respectively. Similarly, the interrelationship among trust, perceived risk, and behavioral intention are significant. The effect of risk on trust was statistically showing that risk is a predictor of trust. Risk has a high significant on trust and trust in turn has low significant effect on behavioral intention. Adding TTF and its relationships to the TAM also fit the data. The relationship between task-technology fit, perceived ease of use, perceived usefulness and intention are significant

CONSUMERS’ WILLINGNESS TO BUY FOOD VIA THE INTERNET: A REVIEW OF THE LITTERATURE AND A MODEL FOR FUTURE RESEARCH

In the first part of the paper, existing studies on consumer propensity to buy via the Internet are reviewed in an attempt to shed light on factors explaining consumer willingness to buy food via the Internet. Following a model by Sindhav and Balazs (1999), determinants relating to medium, product, consumer, firm and environment are distinguished. In order to draw the various results together and provide a coherent framework for future research, we then propose a model which combines the Theory of Planned Behaviour and the lifestyle construct. The model can be used to analyse how beliefs affecting consumers intention to buy food via the Internet are formed and changed due to experience with such shoppingNo keywords;

How about integration: the impact of online activities on store satisfaction and loyalty

Although there has been widespread support for the concept of integrating the Internet with other channels, relatively little empirical research has been conducted in this area. This paper examines the effects of integrated online activities on customer perceptions, i.e., satisfaction and loyalty, as well as customer behavior, i.e., purchases. As this study focuses on a nontransaction site, the purchases only take place in the store. Through structural equation modeling, we test a model that determines the relationships between loyalty and satisfaction in two channels – the store and the web site –, as well as the antecedents of both store and site satisfaction. The results provide evidence for synergy effects between the store and the site. Site satisfaction and site loyalty are both positively and significantly related to their offline counterparts. Store loyalty and site loyalty are also positively and significantly related to each other, but the relationship between store satisfaction and site satisfaction is not significant. The online activities do not directly influence offline purchases, but there is an indirect effect via store loyalty. However, the magnitude of this effect is rather small.

FACTOR INFLUENCING THE CUSTOMERS TO USE ONLINE SHOPPING PLATFORM FOR SHOPPING COSMETICS: A CASE STUDY OF PEOPLE IN BANGKOK

Nowadays social media highly influence people with the enjoyment of online platform such as chatting, watching, listing, working and/or shopping. The research has been gathered to survey and look into the points that impact consumers use of online shopping platform to shop cosmetics in Bangkok. The data were collected through questionnaire survey by distributing 400 questionnaires to 400 qualified respondents who are living in Bangkok and have experience from an online platform to shop cosmetics by using easy sampling techniques. Confirmatory Factor Analysis (CFA) and Structural Equation Model (SEM) are used to test the validity and credibility of the model and to analyze the impact between factors. The study results indicated that eWOM and Relative Advantage have a direct considerable impact on trust and indirect significant influence on attitude towards online shopping. Moreover, the research has been found that relative advantage, perceived benefit and trust also have a direct significant influence on attitude towards online shopping. Thus, the online platform encourages people to seek and consume products as well as cosmetics, customers could select the willingness of cosmetic products according to their preference

Internet banking acceptance model: Cross-market examination

This article proposes a revised technology acceptance model to measure consumers’ acceptance of Internet banking, the Internet Banking Acceptance Model (IBAM). Data was collected from 618 university students in the United Kingdom and Saudi Arabia. The results suggest the importance of attitude, such that attitude and behavioral intentions emerge as a single factor, denoted as “attitudinal intentions” (AI). Structural equation modeling confirms the fit of the model, in which perceived usefulness and trust fully mediate the impact of subjective norms and perceived manageability on AI. The invariance analysis demonstrates the psychometric equivalence of the IBAM measurements between the two country groups. At the structural level, the influence of trust and system usefulness on AI vary between the two countries, emphasizing the potential role of cultures in IS adoption. The IBAM is robust and parsimonious, explaining over 80% of AI

Factors Affecting Consumers’ Green Purchasing Behavior: An Integrated Conceptual Framework

In this modern era of societal marketing business ethics and social responsibility are becoming the guiding themes for marketing strategies and practices. Within the field of ethics and social responsibility environmental and green marketing topics are the central topics, which are closely related to biodiversity and sustainability. This paper suggests a different approach to assessing the variables of consumers’ green purchasing behavior. Based on thoroughly researched secondary data, this conceptual paper suggests a framework integrating the so far incoherent frameworks as proposed by previous authors. Emanating from this eclectic and chronological literature review, the paper will also propose further missing links that need to be included in the proposed integrated framework. Based on this holistic framework, in a future study, the authors will explain a sustainability index of green consumer behavior, which will be tested empirically in the study. In fact, from the proposed integrated framework, in total eight vital factors/aspects of green/environmental issues are likely to have an impact on consumer green purchasing behavior. Demographic variables will play an intervening or mediating role in the framework.pro-environmental consumer behaviour, sustainability, green consumer behavior, green purchasing

Airline Ticket E-Reservation: Adoption Among Malaysians

Sistem tempahan tiket penerbangan telah banyak direvolusikan oleh syarikat-syarikat penerbangan melalui penggunaan Internet dan pengenalan alat-alat mudah alih moden. The air ticket reservation system has been much revolutionized by the airline companies through the usage of the Internet and introduction of modern mobile devices

Affecting Factors Affecting Non-Residents’ Attitude towards Online Purchase Intention in Taiyuan China

Purpose: This study examines affecting factors of non-residents’ attitudes toward online purchase intention in Taiyuan, Shanxi Province, China. Six variables were used to construct a conceptual framework: trust, subjective norms, perceived risk, perceived behavioral control, attitudes, and purchase intention. Research design, data, and methodology: The researcher applied a quantitative method (n=500) to distribute questionnaires to consumers about online purchase intention. A non-probabilistic sampling includes judgmental sampling, quota sampling, and convenience sampling. The index approved the construct validity of item-objective congruence (IOC). Cronbach's Alpha coefficient values verified each construct in the pilot test of 42 respondents. Structural equation modeling (SEM) and confirmatory factor analysis (CFA) were employed, including model fitting, reliability, and validity tests. Results: The results show that trust has a significant impact on online shopping attitude; subjective norm, perceived risk, perceived behavior control, and attitude all have significant effects on purchase intention. Attitude has the most significant effect on online purchase intention. Conclusion: The five hypotheses have been proven to meet the research objectives. Therefore, it is suggested that the managers of online shopping platforms should investigate consumers' attitudes toward online shopping, improve the trust mechanism, and manage risks to enhance higher purchase intention