We performed a study to determine the influence that perceived usability has on the user’s loyalty to websites that they visit. The results of the empirical analysis confirmed that the trust of the user increases when the user perceived that the system was usable and that there was a consequent increase in the degree of website loyalty. In the same way, greater usability was found to have a pos...

The fierce competition in E-commerce has forced the companies to focus on providing customer satisfaction and gain customer loyalty. Thus, measuring the parameters which drive customer satisfaction is very important for the long-term growth of the businesses. This research work makes an attempt to identify the factors which influence the loyalty and satisfaction of customers in organized E-comm...

Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains in other countries e.g. the Scandinavian countries. This development will demand even more focus on cu...

Aiming to understand the field of customer satisfaction under the electronic commerce context in recent years, a sample of 565 papers on e-commerce customer satisfaction included in Web of Science ( SCIE, SSCI, A&HCI) published during 1993-2013 were analyzed with CiteSpaceII software to reveal the research focuses and frontiers of the field. The results show that the theories of expectancy-disc...

The purpose of this study is to test s structural equation model which aims to explore the extent to which customer lifetime value (CLV) is impacted by customer perceptions of value, satisfaction, and loyalty. A series of examinations revealed that (1) customer value (CV) impacts customer satisfaction and loyalty directly and positively; (2) customer satisfaction is directly and positively rela...

BACKGROUND Previous research has addressed the relationship between customer satisfaction, perceived quality and customer loyalty intentions in consumer markets. In this study, we test and compare three theoretical models of the quality-satisfaction-loyalty relationship in the Chinese healthcare system. METHODS This research focuses on hospital patients as participants in the process of healt...

This study examines the impact of service quality on customer satisfaction and Loyalty in Indian Banking sector by applying SERVPERF scale. A total of 50 customers of State bank of India, Mohan Nagar Township branch of Salem District in Tamilnadu were interviewed on convenient basis for the above purpose.  Tools like Exploratory factor analysis. Inter-Correlation, Analysis of variance, Multiple...

This study examines the formation of consumer loyalty in the context of online games. The test results indicate that both satisfaction and commitment positively influence loyalty. Virtual power status, relational interacting behavior, incentive utility, and feature enhancement positively influence satisfaction, while power status, relational interacting behavior, and incentive utility also posi...

Brand owners use virtual communities to strengthen brand loyalty by engaging consumers in active content creation activities. Personal and reciprocal communication and consumers’ participation in virtual brand communities are the main sources through which communities contribute to brand loyalty formation. This research examines the antecedents and consequences of advocacy participation in virt...