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Journal ArticleDOI

The Effect of Organizational Reputation on E-loyalty: The Roles of E-trust and E-satisfaction

TL;DR: In this paper, the authors examined the effect of organizational reputation on e-loyalty with the roles of E-trust and E-satisfaction. But they did not investigate the relationship between reputation, trust, satisfaction, and loyalty.
Abstract: Purpose- The purpose of this paper is to examine how effect of Organizational Reputation on E-loyalty with the Roles of E-trust and E-satisfaction. Design/methodology/approach- A quantitative approach was undertaken to analyze. The study used Structural Equation Modelling (SEM) operated by LISREL program to analyze the hypothesis. This paper tests the model by using data from 450 customers of Digikala firm in Iran. Findings- Results indicated that organizational reputation affects e-satisfaction significantly and the impact of organizational reputation on e-trust is significant in the selected population. Originality/value- This study emphasized on the impact of corporate reputation on increasing customer satisfaction, customer trust, and customer loyalty in the electronic commerce company. Hence, this paper investigates the interrelationships between reputation, trust, satisfaction, and loyalty as a unique context.
Citations
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Journal ArticleDOI
TL;DR: This paper aims to fill the gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale, and investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty.
Abstract: The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.

28 citations


Cites result from "The Effect of Organizational Reputa..."

  • ...In line with prior research [55,108,109], the results confirm that reputation is recognized as a fundamental aspect that effects e-trust....

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Journal ArticleDOI
01 Mar 2021-Heliyon
TL;DR: In this article, the impact of gamification and reputation on the intention of repurchase in e-commerce has been investigated in a real ecommerce usage context, and the results indicate a positive impact of reputation on trust, as well as the impact on gamification on the effective use of the ecommerce platforms.

28 citations

Journal ArticleDOI
TL;DR: In this paper, a mixed research method with two phases of a sequential exploratory strategy was used to develop and validate an electronic loyalty scale in the context of social commerce, which is expressed in three dimensions: preference, interaction, and personal information disclosure.
Abstract: Loyalty is an important key performance indicator to assess a business's success, especially in an online business environment with fierce competition. The explosion of social networking sites has created a new form of business: social commerce. Simultaneously, the scale of loyalty in online transactions has some limitations; hence, this research aims to develop and validate an electronic loyalty scale in the context of social commerce. The study used a mixed research method with two phases of a sequential exploratory strategy. Qualitative research generated the scale and was used in the initial filtering to develop an e-loyalty scale for social commerce. This study conducted two quantitative studies with 715 social commerce shoppers in five developed areas in Vietnam: Ho Chi Minh City, Ha Noi City, Hai Phong City, Da Nang City, and Binh Duong Province. Based on our research survey and literature review, the research results showed that electronic loyalty in social commerce is expressed in three dimensions: preference, interaction, and personal information’s disclosure. Then, the research proposed several relevant implications for other researchers and administrators of online businesses.

14 citations


Cites background from "The Effect of Organizational Reputa..."

  • ...The final stage is behavioral loyalty, in which customers convert intentions into actions (Sadeghi et al., 2019)....

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Journal ArticleDOI
TL;DR: In this article, the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy was investigated, and the mediation effect of trust in relation between e-services quality and user's e-Loyalty was examined.
Abstract: This study aims to investigate the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy. The current study examined the mediation effect of e-trust in the connection between e-service quality and e-loyalty.,Cross-sectional design was applied for the purpose of data collection and empirical findings of the study. Survey method was used for the purpose of data collection from 783 online digital libraries users.,Results reveal that e-service quality positively predicts e-trust in digital economy. Moreover, in digital economy e-trust predicts the e-loyalty. The findings also reveal that e-trust mediates the relationship between e-service quality and e-loyalty links.,The finding of study suggested that individual level e-trust have a strong effect on e-loyalty in digital economy. Individual level aspects in term of e-service quality have a direct effect on e-trust to improve their e-loyalty. The finding indicated that digital libraries users in future will be more loyal toward e-service quality providers. The results are useful for the management of digital libraries and academia for future. This is the first study that includes e-service quality, e-trust and e-loyalty in the context of digital economy.

10 citations

Journal ArticleDOI
01 Mar 2020
TL;DR: The concepts of Organizational Trust (OT) and JOY have changed substantially both denotatively and conceptually over the span of past years as mentioned in this paper, revealing the insights, understanding a...
Abstract: The concepts of Organizational Trust (OT) and JOY have changed substantially both denotatively and conceptually over the span of past years. This article reveals the insights, understands a...

6 citations

References
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Journal ArticleDOI
TL;DR: In this paper, the statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined, and a drawback of the commonly applied chi square test, in additit...
Abstract: The statistical tests used in the analysis of structural equation models with unobservable variables and measurement error are examined. A drawback of the commonly applied chi square test, in addit...

56,555 citations


"The Effect of Organizational Reputa..." refers methods in this paper

  • ...Finally, e-satisfaction was measured according to the Fornell et al. (1996) questionnaire that includes items such as: “I am satisfied with the product of this online web site” (Table 1)....

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Journal ArticleDOI
TL;DR: Relationship marketing, established, developing, and maintaining successful relational exchanges, constitutes a major shift in marketing theory and practice as mentioned in this paper, after conceptualizing relationship relationships as a set of relationships.
Abstract: Relationship marketing—establishing, developing, and maintaining successful relational exchanges—constitutes a major shift in marketing theory and practice. After conceptualizing relationship marke...

19,920 citations


"The Effect of Organizational Reputa..." refers background in this paper

  • ...Also according to Morgan and Hunt (1994), the idea of trust can be characterized as the “confidence in the exchange partner’s reliability and integrity.”...

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Journal ArticleDOI
TL;DR: In this article, the authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price).
Abstract: The authors examine two aspects of brand loyalty, purchase loyalty and attitudinal loyalty, as linking variables in the chain of effects from brand trust and brand affect to brand performance (market share and relative price). The model includes product-level, category-related controls (hedonic value and utilitarian value) and brand-level controls (brand differentiation and share of voice). The authors compile an aggregate data set for 107 brands from three separate surveys of consumers and brand managers. The results indicate that when the product- and brand-level variables are controlled for, brand trust and brand affect combine to determine purchase loyalty and attitudinal loyalty. Purchase loyalty, in turn, leads to greater market share, and attitudinal loyalty leads to a higher relative price for the brand. The authors discuss the managerial implications of these results.

5,428 citations


"The Effect of Organizational Reputa..." refers result in this paper

  • ...But other previously scientific performed examinations showed that trust had significant positive effect on the loyalty in both offline (Chaudhuri & Holbrook, 2001) and online (Pitta et al., 2006; Sirdeshmukh et al., 2002)....

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Journal ArticleDOI
TL;DR: In this article, the authors argue that firms compete for reputational status in institutional fields and attempt to influence other stakeholders' assessments by signaling firms' salient advantages by signaling their salient advantages.
Abstract: Firms compete for reputational status in institutional fields. Managers attempt to influence other stakeholders' assessments by signaling firms' salient advantages. Stakeholders gauge firms' relati...

4,862 citations


"The Effect of Organizational Reputa..." refers background in this paper

  • ...According to Fombrun and Shanley (1990), the attitudinal definition of organisation reputation holds that it consists of the net full of feeling or enthusiastic response as well as the general estimation in which a company is held by its constituents (Caruana & Ewing, 2010)....

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Journal ArticleDOI
TL;DR: This paper contributes by proposing and validating measures for a multidisciplinary, multidimensional model of trust in e-commerce, which shows that trust is indeed a multiddimensional concept.
Abstract: Evidence suggests that consumers often hesitate to transact with Web-based vendors because of uncertainty about vendor behavior or the perceived risk of having personal information stolen by hackers. Trust plays a central role in helping consumers overcome perceptions of risk and insecurity. Trust makes consumers comfortable sharing personal information, making purchases, and acting on Web vendor advice--behaviors essential to widespread adoption of e-commerce. Therefore, trust is critical to both researchers and practitioners. Prior research on e-commerce trust has used diverse, incomplete, and inconsistent definitions of trust, making it difficult to compare results across studies. This paper contributes by proposing and validating measures for a multidisciplinary, multidimensional model of trust in e-commerce. The model includes four high-level constructs--disposition to trust, institution-based trust, trusting beliefs, and trusting intentions--which are further delineated into 16 measurable, literature-grounded subconstructs. The psychometric properties of the measures are demonstrated through use of a hypothetical, legal advice Web site. The results show that trust is indeed a multidimensional concept. Proposed relationships among the trust constructs are tested (for internal nomological validity), as are relationships between the trust constructs and three other e-commerce constructs (for external nomological validity)--Web experience, personal innovativeness, and Web site quality. Suggestions for future research as well as implications for practice are discussed.

4,526 citations


"The Effect of Organizational Reputa..." refers background in this paper

  • ...The results indicate that perceived company reputation and willingness to customize products and services can significantly affect initial trust on online settings in the United States of America (Koufaris & HamptonSosa, 2004; Yoon, 2002)....

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  • ...X No. 1 Kingdom (Johnson & Grayson, 2005), legal service web sites to consumers in such sensitive fields as law and medicine in the United states of America (McKnight et al., 2002)....

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  • ...Also, the effect of reputation on trust an online auction market in the United States of America is well established in Ba and Pavlou (2002)’ research....

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  • ...Kingdom (Johnson & Grayson, 2005), legal service web sites to consumers in such sensitive fields as law and medicine in the United states of America (McKnight et al., 2002)....

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