Factors influencing satisfaction and loyalty in online shopping: an integrated model

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 dyn...

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Bibliographic Details
Published in:Online information review 2009-06, Vol.33 (3), p.458-475
Main Authors: Lin, Grace T.R., Sun, Chia-Chi
Format: Article
Language:English
Subjects:
Attitudes
Brand loyalty
Consumer attitudes
Consumer behavior
Consumers
Cost Effectiveness
Customer loyalty
Customer satisfaction
Customer services
Dynamic structural analysis
Electronic commerce
Electronic Equipment
Empathy
Exact sciences and technology
Hypotheses
Information and communication sciences
Information science. Documentation
Information systems
Information technology
Internet
Internet shopping
Job Performance
Library and information science. General aspects
Literature Reviews
Merchandise Information
Online shopping
Perceptions
Quality of service
Sciences and techniques of general use
Shopping
Studies
Technology Acceptance Model
Use and user studies. Information needs
Websites
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Summary: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 main analytical tool. It investigates the shopping experiences of users of the major shopping websites of Taiwan.Findings - The research results point to the following: first, customer e-satisfaction will positively influence customer e-loyalty directly; second, technology acceptance factors will positively influence customer e-satisfaction and e-loyalty directly; third, website service quality can positively influence customer e-satisfaction and e-loyalty directly; and fourth, specific holdup cost can positively influence customer e-loyalty directly, but cannot positively influence customer e-satisfaction directly.Originality value - This paper draws on the research results for implications for shopping website management and design, then suggests some ways to enhance performance for the website shopping industry.
ISSN:1468-4527
1468-4535
DOI:10.1108/14684520910969907