Gaining customer loyalty in the e-tailing marketplace: The role of e-service quality, e-satisfaction and e-trust
Authors: Giovanis, Apostolos 
Athanasopoulou, Pinelopi 
Issue Date: 1-Jan-2014
Journal: International Journal of Technology Marketing 
Volume: 9
Issue: 3
Keywords: E-loyalty, E-satisfaction, E-service quality, E-tailing services, E-trust, Online marketing
Abstract: 
In today's highly competitive environment, the survival/prosperity of e-tailers depends on their ability to provide excellent services to their customers establish successful relationships with them and gain their loyalty. This study empirically tests a model of the determinants of customer loyalty in an e-tailing context. More specifically, e-service quality dimensions and their relationship to e-satisfaction and e-trust, and determine the relevant impact of e-satisfaction and e-trust on e-loyalty are investigated. The analysis of data collected from 451 customers of consumer electronics e-tailers in Greece indicated that: 1) e-loyalty is positively affected by e-satisfaction and e-trust; 2) e-service quality dimensions of reliability/efficiency; privacy/security and ease of use/usability are shown to be antecedents of both e-satisfaction and e-trust; 3) e-satisfaction mediates the relationship between the other three e-service quality dimensions, namely information quality/benefits, responsiveness, and web design and e-trust. Finally, several managerial implications are discussed and further research directions are provided.
ISSN: 1741-8798
1741-878X
DOI: 10.1504/IJTMKT.2014.063857
URI: https://uniwacris.uniwa.gr/handle/3000/2463
Type: Article
Department: Department of Business Administration 
School: School of Administrative, Economics and Social Sciences 
Affiliation: University of West Attica (UNIWA) 
Appears in Collections:Articles / Άρθρα

CORE Recommender
Show full item record

SCOPUSTM   
Citations

37
checked on Oct 31, 2024

Page view(s)

17
checked on Nov 5, 2024

Google ScholarTM

Check

Altmetric

Altmetric


Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.