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-loyalty is not all about trust, price also matters: extending expectation-confirmation theory in bookselling websites

Identifying factors that influence customers’ e-loyalty is paramount for practitioners and academics to develop successful marketing strategies and behavioral models. Online bookselling is a rapid growing industry in the UK, where e-loyalty models have yet to reach a conclusive argument. This paper aims to explore factors influencing customers’ e-loyalty to five online bookselling websites in the UK by testing a theoretical model, based on expectation-confirmation theory. A quantitative approach was employed using questionnaires; the sample consisted of 290 respondents (50% males, age range: 18 to over 54). The questionnaire was pretested and confirmatory factor analysis was performed to assess the measurement model. Structural equation modeling and MANOVA were employed to examine the association between latent constructs. Eleven hypotheses were formulated examining different independent variables in the theoretical model; results showed a significant direct and positive association between satisfaction and e-loyalty. Web design affected e-loyalty significantly on all bookselling websites, perceived value was a significant predictor of satisfaction while price notably influenced e-trust development. E-trust was not associated with e-loyalty. This study introduces new variables that affect e-loyalty as well as illuminates new associations between existing factors – perceived value, price, and trust are new aspects which practitioners and academics should take into account for marketing strategies and behavioral models, respectively. Hence, managers will likely increase customer satisfaction and loyalty by improving web design and balancing quality with price, predisposing positively customer’s attitudes towards the website

Online and mobile customer behaviour: a critical evaluation of grounded theory studies

With the rapid increase of electronic and mobile commerce over the last few years, the academic literature on online and mobile customer behaviour has been fairly plentiful with a great deal of quantitative studies testing variations of existing customer behaviour theories. However, little attention has been given to qualitative studies in the field, which seek to explore new aspects of online or mobile customer behaviour, adding to existing theories or even creating new ones. Thus, the purpose of the present paper is to critically evaluate studies employing Grounded Theory, a method commonly used for theory building in qualitative social research. Nine studies were identified examining online or mobile customer behaviour under this approach, providing theories based on emerging categories. Results of their studies seem to be very similar to existing customer behaviour theories, occasionally adding new categories to the existing theory nomenclature. Studies presented weaknesses regarding the accurate methodological conduct of Grounded Theory and the process of generating theory, attributed predominantly to methodological, verification and reporting bias. Nevertheless, the main advantage of Grounded Theory studies remains the generation of theory that can be applied in practice, reinforced by the presentation of conceptual prospects for testing new variables in quantitative studies. Overall, the contribution of Grounded Theory studies to online and mobile customer behaviour research should be based on more rigorous methodology and aim to challenge rather than confirm existing theories with the purpose of advancing knowledge in the field

The International Monetary Fund, the World Bank and Financial Stability: The Case of Russian and East Asian Financial Crises

The role of the International Monetary Fund (IMF) and the World Bank (WB) in providing financial stability to countries with financial problems has received conflicting views from different social and political groups. The purpose of this paper is to examine whether these two international organizations provide financial stability by focusing on the case of the Russian and East Asian financial crises. After a comprehensive analysis (graphs, tables and statistical regression models), the researchers found that the support of both the IMF and the WB was mostly without success in these two crises; thus promoting financial instability. This finding comes from both a descriptive analysis of financial stability in terms of unemployment, inflation and changes in GDP and GDP per capita and quantitative calculations by performing multiple linear regressions in PASW 18.0 with certain indicators [GDP Annual growth rate, Interest rate spread (lending rate minus deposit rate, %), Inflation, GDP deflator (annual %), Annual industrial value and GINI Index]. The intervention of these international organizations appears to have been followed by unemployment and inflation rises, as a result of their financial policies. These results provide important incentives for international policy changes in dealing with financial crises, emphasizing the importance for less destabilizing practices

Factors affecting customers’ decision for taking out bank loans: a case of Greek customers

The concept of loyalty has received much consideration from both academics and practitioners in various industries and is a predominant research topic in the banking industry. Identifying the factors that affect customers’ decision to take out a loan from a particular bank has become an essential asset for many banks in their effort to attract new customers and to maintain existing ones. The purpose of the present study is to identify factors that influence Greek customers’ decision to take out a loan from commercial banks. A number of variables (demographics, service quality and satisfaction) have been examined as potential factors influencing customers’ decision to take out a loan. A randomly selected sample of Greek citizens (n=277) was chosen in order to test our hypotheses. A questionnaire with self-determined scales was created after ensuring the instrument’s validity through confirmatory factor analysis. Logistic regression results show that personal marital status, customer service, shop design and interest rates are the most significant predictors of taking loans. Several managerial implications suggest bank managers should focus on giving loans to single individuals as well as change their interest rates policies by decreasing rates for all kinds of loans, especially housing loans