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

Comprehensive Evaluation of E-Service Quality Determinants. "Studying the Impact of these Key Quality Determinants On The Satisfaction and Loyalty of Online Jordanian Customers"

The wide use of Internet and the advancement in information and communication technologies have significantly changed the way business is conducted. Over the last decade or so online shopping tendency has increased all over the world. Hence, the purpose of this study was to investigate the impact of customer service quality, system quality, information quality, security &privacy quality, website quality, convenience quality, economic value quality and empathy quality on customer's satisfaction and loyalty "the case of online Jordanian customers". The study is based on a set of null hypotheses that hypnotizes no significance impact of these qualities on customers' satisfaction and customers' loyalty. A quantitative approach is used and relevant data was collected through structured questionnaire distributed to residents of Jordan. The relevant responses of subjects for the study consisted of 680 people. SPSS version 16 was used to for data analysis. Descriptive and inferential statistics were used for data analysis.  Statistical tools were aligned with objective of the research. For this purpose, frequency tables, percentages, means and standard deviations were computed and then substantively interpreted. Inferential statistics like Pearson product moment correlation coefficient (r) and linear regression were used to determine if there is a significant positive relationship existed between the independent variables and the dependent variables. The findings indicate that customer service quality, system quality, information quality, security &privacy quality, website quality, convenience quality, economic value quality and empathy quality  were found to be  positively correlated and claimed statistically significant relationship with customers' satisfaction and customers' loyalty. Analysis and interpretations made at 0.05 level of significance. The study concluded that the impact of these variables is differentials as per customer's perceptions. Furthermore, service providers should concentrate on all e-service qualities to satisfy customers and earn their loyalty. Strict adherence well enable e-service providers to gain online competitive advantage and sustain their businesses in the virtual environment.  Keywords: E-Service Quality, Online, Customers' Satisfaction, loyalty. Jorda

Web Design Attributes in Building User Trust, Satisfaction, and Loyalty for a High Uncertainty Avoidance Culture

In this study, we attempt to evaluate the user pref6 erences for web design attributes (i.e., typography, color, content 7 quality, interactivity, and navigation) to determine the trust, sat8 isfaction, and loyalty for uncertainty avoidance cultures. Content 9 quality and navigation have been observed as strong factors in 10 building user trust with e-commerce websites. In contrast, inter11 activity, color, and typography have been observed as strong de12 terminants of user satisfaction. The most relevant and interesting 13 finding is related to typography, which has been rarely discussed 14 in e-commerce literature. A questionnaire was designed to collect 15 data to corroborate the proposed model and hypotheses. Further16 more, the partial least-squares method was adopted to analyze the 17 collected data from the students who participated in the test (n 18 = 558). Finally, the results of this study provide strong support to 19 the proposed model and hypotheses. Therefore, all the web design 20 attributes were observed as important design features to develop 21 user trust and satisfaction for uncertainty avoidance cultures. Al22 though both factors seem to be relevant, the relationship between 23 trust and loyalty was observed to be stronger than between satis24 faction and loyalty; thus, trust seems to be a stronger determinant 25 of loyalty for risk/high uncertainty avoidance culture

Semantic discovery and reuse of business process patterns

Patterns currently play an important role in modern information systems (IS) development and their use has mainly been restricted to the design and implementation phases of the development lifecycle. Given the increasing significance of business modelling in IS development, patterns have the potential of providing a viable solution for promoting reusability of recurrent generalized models in the very early stages of development. As a statement of research-in-progress this paper focuses on business process patterns and proposes an initial methodological framework for the discovery and reuse of business process patterns within the IS development lifecycle. The framework borrows ideas from the domain engineering literature and proposes the use of semantics to drive both the discovery of patterns as well as their reuse

PENGARUH USER PERCEPTION OF ONLINE RETAIL ATTRIBUTES, PRE-PURCHASE USER ATTITUDES DAN SATISFACTION TERHADAP ONLINE REPATRONAGE INTENTION PADA SITUS ONLINE SHOP

Penelitian ini bertujuan untuk menguji Pengaruh User Perception of Online Retail Attribute (Perceived Usefulness, Perceived Ease Of Use, Perceived Value, Perceived Risk), Pre-purchase User Perception (Trust, Privacy Concern, Internet Literacy) dan Post-purchase User Perception (Satisfaction) terhadap Online Repatronage Intention pada situs online shop. Jenis penelitian yang digunakan adalah penelitian kausal dengan pendekatan kuantitatif. Penelitian ini menggunakan pendekatan purposive sampling, dimana sampel berupa responden yang pernah berbelanja apapun melalui website yang sama selama 1 tahun terakhir dan berpendidikan minimal SMA atau sederajat. Responden dalam penelitian ini berjumlah 390 orang. Analisis dalam penelitian ini menggunakan software SPSS versi 18.0 for Windows serta Amos versi 16.0 for Windows untuk mengujian Model Measurement dan Analisis Regresi Linier Berganda. Hasil penelitian ini menunjukkan bahwa perceived usefulness, perceived value, trust dan satisfaction memiliki pengaruh positif dan signifikan terhadap online repatronage intention. Hasil penelitian ini juga menemukan bahwa perceived ease of use, perceived risk, privacy concern dan internet literacy berpengaruh tidak signifikan terhadap online repatronage intention

The factors driving continuance intention to online shopping (e-loyalty): behaviour differences in the case of Saudi Arabia

This thesis was submitted for the degree of Doctor of Philosophy and awarded by Brunel University LondonThis study proposes a model of e-shopping continuance intentions that incorporate the revised technology acceptance model and expectation confirmation theory to measure continuance online shopping intentions within Saudi Arabia. Using structural equation modelling to confirm the model fit, and a 463-person sample, the author finds that perceived usefulness, enjoyment, and subjective norms determine online shopping continuance intentions, across male (30% of the sample) and female (70%) respondents. The structural weights are largely equivalent, yet the regression paths from site quality to perceived usefulness and perceived usefulness to continuation intentions are not invariant across the research sample. This research thus moves beyond consideration of online shopping intentions to include factors that may affect online shopping continuance. The research model is able to explain 61% of the variance in intentions to continue shopping online. Therefore, online strategies cannot ignore either direct or indirect differences in continuance intentions due to behaviour differences among shoppers in Saudi Arabia. With the high percentages of participants from the main populated regions in Saudi Arabia, the research model can be generalized across Saudi Arabia. Thus, the research has added to the limited literature on online repurchase intention or continuance intention by testing the proposed model in a context that has never before been tested. Furthermore, few prior studies use SEM as their methodological approach, and even fewer apply invariance analysis to verify behavioural differences based on gender, regional, education, e-shopping experience, and e-shopping spending with a sample obtained from Saudi Arabia. This study addresses these various knowledge gaps. Moreover, this thesis provides managers with useful and important information they can use to plan their Web sites and marketing strategies. The findings will help e-retailers to identify which web site attributes influence consumers’ e-shopping intentions, and thus improve the effectiveness of their e-shopping sites. A more thorough understanding of e-shopping continuance intention helps e-retailers to entice e-shoppers to shop online more, and entice non-online shoppers to shop online. Keywords: Internet shopping, e-shopping, technology acceptance, behavioural differences, continuance intentions, online shopping, Saudi Arabia.Government of Saudi Arabia represented by the Minister of Higher Educatio

Factors Impacting Customer Loyalty of Online Shopping: A Case Study of China’s E-commerce Platforms

Purpose: This study investigates the factors impacting satisfaction, commitment, and customer loyalty of online shopping. The research establishes a theoretical framework based on the service quality model (SERVQUAL), e-service quality model (E-S-QUAL), e-tail quality model (eTailQ), theory of reasoned action (TRA), and customer loyalty model. Research design, data, and methodology: A total of 516 responses were collected from online questionnaires using step-by-step sampling, including purposive sampling, stratified random sampling, and convenience sampling. The respondents were customers who had online shopping experience on China’s top three e-commerce platforms and who shop online at least 1 to 2 times per week. The Structural Equation Model (SEM) and Confirmatory Factor Analysis (CFA) were used to analyze the data to verify the model’s goodness of fit and hypotheses. Results: The results showed that reliability, responsiveness, and privacy significantly and positively impacted satisfaction; however, web design did not significantly impact satisfaction. Satisfaction and perceived value had a significant impact on both commitment and customer loyalty, but commitment did not have a significant impact on customer loyalty. Conclusion: To improve customer satisfaction, commitment, and loyalty, it is necessary to focus on reliability, responsiveness, and privacy in e-services. Additionally, improving perceived value is essential for commitment and customer loyalty

TRUST IN ELECTRONIC-SERVICE PROVIDERS: A META- ANALYSIS OF ANTECEDENTS

Consumers\u27 trust beliefs are considered amongst the most important psychological states influencing their online behaviour. Understanding the antecedents of consumer trust is thus of both academic and practical interest. Research into these antecedents has however been disconnected, and has not been integrated to provide an answer as to which are the most significant antecedents of trust. To address this problem, we synthesized the antecedents of trust in e-service through a meta-analysis of 59 previously published studies. The findings showed that structural assurance (STA), reputation (REP), and perceived usefulness (PU) demonstrate the strongest effect sizes on trust. Furthermore, vendor size (SIZ) and privacy protection (PRC) also affect trust, but to a lesser degree. We considered explanations for identified heterogeneity in effect sizes through moderator analysis. We found that cultural context of the study moderated all the effect sizes, and certain effect sizes were also moderated by factors such as the type of e-service and the use of student samples. Results are important to guiding future e-services research