In this article, the authors first propose a simple model summarizing the key drivers of customer loyalty. Then, on the basis of this model and drawing on key insights from the preceding articles in this issue, they outline a set of issues for further research related to the quality-valueloyalty chain. Next, the authors develop a conceptual framework that integrates the quality-value-loyalty ch...

The digital revolution has changed various business environments, including the financial services industry. In this era, a service that called technology been developed. existence of can present kinds innovations in payments, one which is e-wallet. e-wallets lead to increasingly fierce competition get customer e-loyalty. E-loyalty becomes top priority research because e-loyalty plays an import...

This study examines the effect of e-shopping experience towards e-loyalty mediated by e-trust and e-satisfaction on e-commerce fashion in Surabaya city. research is explanatory with a quantitative approach which collects data distributing questionnaires to 150 respondents. The were analyzed using structural equation modeling partial least squares (SEM-PLS). results this indicate that has signif...

As online shopping is becoming more and more popular in recent years, many studies have been conducted to explore the key issues involved in online shopping such as trust problems and strategies to retain customers. This study examined the importance of multi-dimensional trust to e-loyalty, the interrelationships among different dimensions of trust, and the antecedents of different dimensions o...

This research examines the relationships among four dimensions of experiential value (aesthetic, playfulness, service excellence and efficiency), consumer satisfaction, and e-loyalty in an e-shopping setting, along with the moderating role of shopping behavior category. Structural equation model and multiple regression analysis are used to test the hypotheses. The results indicate that extrinsi...

This research examines how website trust differs across cultures (using a four-country sample that includes Canada, the U.S., Germany, and Japan). More specifically, the research looks at institutional-based trust (McKnight et al, 2002) and addresses: (1) how consumer attitudes towards security, privacy, legitimacy of the online vendor, and quality assurance differ across cultures in the contex...

considering the importance of the factors affecting customer satisfaction and loyalty, this study aimed to investigate the relationship between performance and characteristic of a online stores – digi-kala in this particular case, as a perfect example of an electronic customer relationship system, and customer's electronic loyalty and satisfaction. as a practical-descriptive, research, ele...

Product returns present one of the biggest operational challenges in the world of Internet retailing due to the sheer volume and cost of processing returns. But returns also represent an often-missed opportunity to manage customer relationships and build customer loyalty to the retailer. Based upon data from a survey of 464 customers of five different Internet retailers, this article explores h...