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 |
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