The rise and development of O2O e-commerce has brought new opportunities for the enterprise, and also proposed the new challenge to the traditional electronic commerce. The formation process of customer loyalty of O2O e-commerce environment is a complex psychological process. This paper will combine the characteristics of O2O e-commerce, customer's consumer psychology and consumer behavior char...

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...

While the importance of customer loyalty has been recognized in marketing literature for at least three decades, the development and empirical validation of a customer loyalty model in a mobile commerce (m-commerce) context had not been addressed. The purpose of our study was to develop and validate such a customer loyalty model. Based on IS and marketing literature, a comprehensive set of cons...

Purpose – Taking into consideration external (technology acceptance factors, website service quality) as well as internal (specific holdup cost) factors, this paper aims to explore how internet customer satisfaction and loyalty can be associated with each other and how they are affected by these dynamics. Design/methodology/approach – This study adopts structural equation modelling (SEM) as the...

This research has proposed a conceptual framework to investigate the effects of customers’ perceived service quality, trust, and customer satisfaction on customer loyalty. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 304 customers of a major private telecommunication company operating in Bangladesh. The results of the stud...

The rationale behind conducting this study is to evaluate the impact of E-CRM (used by customer relationship officer and web portal) on customer satisfaction that further helps in building customer loyalty. Moreover anxiety is taken as a moderating variable that moderates the relationship between E-CRM and customer satisfaction. For this 300 questionnaires were distributed out of which 250 usab...

This study examines how customers can be maintained, which is a particularly important issue for service industry area. Customer service is important not only to private firms but also to public organizations. To improve service quality and maintain customers, organizations must ensure their employees’ job satisfaction. This study measures job satisfaction and examines its effects on service qu...

The relationship of employee job satisfaction with customer service quality evaluation and customer loyalty is studied. A study of the UK financial services industry finds that, contrary to previous research, employee job satisfaction does not affect customers’ perceptions of service quality; but there is a relationship between job satisfaction and one measure of customer loyalty repurchase int...