The rapid growth of Internet shopping has led to increasing interest in how to inspire customer e-loyalty and e-satisfaction in Malaysia. By using TAM and TRA as the theoretical base, this study aims to investigate the impact of perceived usefulness, perceived ease of use and perceived enjoyment on customer e-loyalty and e-satisfaction. SPSS and SmartPLS (M3) are used as the main analytical too...

Owing to the increased competition in electronic markets, customer loyalty has become an important success factor in e-business. However, the antecedents of customer loyalty differ between business domains. While the formation of customer loyalty in e-commerce has been studied extensively, little is known about how loyalty towards news websites develops. Integrating findings from uses and grati...

While the importance of customer loyalty has been recognized in the marketing literature for at least three decades, the conceptualization and empirical validation of a customer loyalty model for e-service context has not been addressed. This paper describes a theoretical model for investigating the three main antecedent influences on loyalty (attitudinal commitment and behavioral loyalty) for ...

Structured Abstract Purpose: Despite having been widely studied in traditional (bricks-and-mortar) services, the effect of service failures and recovery on customer loyalty has received only limited attention in the context of e-services. Taking the default stance that theory from traditional services will find replication in e-services, this study sets out to empirically test the following set...

With the high costs of attracting new customers on the Internet, the profitability of an e-retailer is realized only during later purchases. Fostering loyalty among patrons is thus necessary for the success of e-retailers. This is more so because repeat purchases are not the only behavioral trait of the loyal customer—he also recommends his favorite e-retailers to potential buyers. This calls f...

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...

Building on previous models for e-loyalty, the research incorporates website design and culture as important elements related to how trust and e-loyalty evolve in online business relationships. A new model for e-loyalty is proposed and subsequently tested in a four-country sample that includes Canada, the U. S., Germany and Japan. More specifically the research addresses: (1) the degree to whic...

The growth of Internet shopping motivates a better understanding of how e-loyalty is built online between businesses and consumers. In this study website design and culture are advanced as important to website trust, website satisfaction, and e-loyalty in online business relationships. Based on data collected in Canada, the U.S., Germany and Japan, the research considers (1) examining within cu...

a r t i c l e i n f o The globalization of economic activity and the emergence of the Internet have led to the appearance of a new model of business-to-business (B2B) known as the electronic B2B market or e-marketplace which facilitates the establishment of marketing relationships between buyers and sellers. In view of the limited research in this area, the present study examines the elements t...

Research in traditional (bricks-and-mortar) services has broadly supported the link between service quality and customer loyalty. Given the significance of customer loyalty for the profitability of eservices, it is important to ascertain whether the established role of service quality as a driver of loyalty in traditional services translates to e-service settings. An important feature which dif...