E-satisfaction and e-loyalty: A contingency framework

doi:10.1002/MAR.10063

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E-satisfaction and e-loyalty: A contingency framework

Journal Article•DOI•

E-satisfaction and e-loyalty: A contingency framework

Rolph E. Anderson¹, Srini S. Srinivasan¹•Institutions (1)

Drexel University¹

01 Feb 2003-Psychology & Marketing (John Wiley & Sons, Ltd)-Vol. 20, Iss: 2, pp 123-138

TL;DR: In this paper, the authors investigated the impact of satisfaction on e-loyalty in the context of electronic commerce and found that consumers' individual level factors and firms' business level factors moderated the relationship between satisfaction and e-satisfaction.

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Abstract: The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce Findings of this research indicate that although e-satisfaction has an impact on e-loyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' business level factors Among consumer level factors, convenience motivation and purchase size were found to accentuate the impact of e-satisfaction on e-loyalty, whereas inertia suppresses the impact of e-satisfaction on e-loyalty With respect to business level factors, both trust and perceived value, as developed by the company, significantly accentuate the impact of e-satisfaction on e-loyalty © 2003 Wiley Periodicals, Inc

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Journal Article•DOI•

Progress in information technology and tourism management: 20 years on and 10 years after the Internet - the state of eTourism research.

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Dimitrios Buhalis¹, Rob Law²•Institutions (2)

Bournemouth University¹, Hong Kong Polytechnic University²

01 Aug 2008-Tourism Management

TL;DR: A review of the published articles on eTourism in the past 20 years can be found in this article, where a wide variety of sources, mainly in the tourism literature, are used to comprehensively review and analyze prior studies in the context of Internet applications to tourism.

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2,672 citations

Cites background from "E-satisfaction and e-loyalty: A con..."

...In addition, satisfaction online has a positive impact on loyalty both to the organisational programmes and their website (Anderson & Srinivansan, 2003)....
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Journal Article•DOI•

A Theoretical Integration of User Satisfaction and Technology Acceptance

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Barbara H. Wixom, Peter A. Todd¹•Institutions (1)

University of Virginia¹

01 Mar 2005-Information Systems Research

TL;DR: An integrated research model is developed that distinguishes beliefs and attitudes about the system from beliefs about using the system to build the theoretical logic that links the user satisfaction and technology acceptance literature.

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Abstract: In general, perceptions of information systems (IS) success have been investigated within two primary research streams--the user satisfaction literature and the technology acceptance literature. These two approaches have been developed in parallel and have not been reconciled or integrated. This paper develops an integrated research model that distinguishes beliefs and attitudes about the system (i.e., object-based beliefs and attitudes) from beliefs and attitudes about using the system (i.e., behavioral beliefs and attitudes) to build the theoretical logic that links the user satisfaction and technology acceptance literature. The model is then tested using a sample of 465 users from seven different organizations who completed a survey regarding their use of data warehousing software. The proposed model was supported, providing preliminary evidence that the two perspectives can and should be integrated. The integrated model helps build the bridge from design and implementation decisions to system characteristics (a core strength of the user satisfaction literature) to the prediction of usage (a core strength of the technology acceptance literature).

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2,601 citations

Additional excerpts

...오늘날 온라인 서비스 기업들 은 생존과 성공을 위해서 웹사이트에 막대한 투자를 하고 [59], 고객들의 지속적인 서비 스 사용을 장려하는 전략을 개발하고 있다 [3,25,46]....
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Journal Article•DOI•

The four levels of loyalty and the pivotal role of trust: a study of online service dynamics

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Lloyd C. Harris¹, Mark M.H. Goode¹•Institutions (1)

Cardiff University¹

01 Jan 2004-Journal of Retailing

TL;DR: A four-dimensional scale of loyalty that reflects Oliver's [Satisfaction, a Behavioral Perspective on the Consumer, McGraw-Hill, New York, 1997] conceptualization of a sequential loyalty chain is proposed, operationalized, and tested as discussed by the authors.

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1,388 citations

Journal Article•DOI•

An examination of the determinants of customer loyalty in mobile commerce contexts

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Hsin-Hui Lin, Yi-Shun Wang¹•Institutions (1)

National Changhua University of Education¹

01 Apr 2006-Information & Management

TL;DR: The results indicated that customer loyalty was affected by perceived value, trust, habit, and customer satisfaction, with customer satisfaction playing a crucial intervening role in the relationship of perceived value and trust to loyalty.

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975 citations

Cites background from "E-satisfaction and e-loyalty: A con..."

...studies [6,35], customer loyalty was defined as the customer’s favorable attitude toward an m-commerce website, resulting in repeat purchasing behavior....
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Journal Article•DOI•

Comfort your online customer: quality, trust and loyalty on the internet

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Dina Ribbink¹, Allard C.R. van Riel², Veronica Liljander, Sandra Streukens¹•Institutions (2)

Maastricht University¹, University of Liège²

01 Jan 2004-Managing Service Quality

TL;DR: In this paper, the roles of service quality, satisfaction and trust in an e-commerce context were investigated and it was found that e-trust is found to directly affect loyalty.

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Abstract: In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium – here called “e‐trust” – is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e‐commerce context. In the study, e‐trust is found to directly affect loyalty. The e‐service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e‐trust and e‐satisfaction. Other e‐quality dimensions, such as ease of use, e‐scape, responsiveness, and customization influence e‐loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided.

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847 citations

Cites background from "E-satisfaction and e-loyalty: A con..."

...(2003) suggest a strong positive effect of trust on loyalty to online firms, but theoretical foundations as well as empirical confirmations are lacking (Anderson and Srinivasan, 2003; Grabner-Kräuter and Kalusha, 2003)....
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...In a recent study, for example, Corbitt et al. (2003) suggest a strong positive effect of trust on loyalty to online firms, but theoretical foundations as well as empirical confirmations are lacking (Anderson and Srinivasan, 2003; Grabner-Kräuter and Kalusha, 2003)....
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...Electronic exchanges are believed to present numerous risks to customers (Grabner-Kräuter and Kalusha, 2003), while trust appears to be especially important for creating loyalty when the perceived level of risk is high (Anderson and Srinivasan, 2003)....
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"E-satisfaction and e-loyalty: A con..." refers background in this paper

...Morgan and Hunt (1994) define trust as the “confidence in the exchange partner’s reliability and integrity.”...
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"E-satisfaction and e-loyalty: A con..." refers background in this paper

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Abstract: The author presents a conceptual model of brand equity from the perspective of the individual consumer. Customer-based brand equity is defined as the differential effect of brand knowledge on consu...

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"E-satisfaction and e-loyalty: A con..." refers background in this paper

...Other researchers have defined loyalty as “a favorable attitude toward a brand resulting in consistent purchase of the brand over time” (Assael, 1992; Keller, 1993)....
[...]