Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery
Abstract Nowadays, the internet has become a suitable platform for the trade of products and services. Online shopping transactions are carried out without face-to-face contact; thus, various factors can affect customers’ purchase intentions. In addition to aesthetics and ease of use, trus...
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| Lenguaje: | English |
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Universidad de Talca
2018
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oai:scielo:S0718-187620180001001032018-05-16Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-RecoveryShafiee,Majid MohammadBazargan,Negin Ahghar E-shopping E-loyalty E-service quality E-recovery Online repurchase intention Abstract Nowadays, the internet has become a suitable platform for the trade of products and services. Online shopping transactions are carried out without face-to-face contact; thus, various factors can affect customers’ purchase intentions. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store. Online merchants need to find ways to keep trusting customers satisfied and loyal. This paper investigates how customer loyalty can be created and/or enhanced in online shopping. The statistical population of the study includes the customers of several online stores in Iran. Data collection is carried out using a questionnaire. The results indicate that information security and website performance influence e-service quality both positively and directly. Also, responsiveness, compensation, and contact positively influence e-recovery. E-recovery has positive impact on e-loyalty, which in turn significantly affects online repurchase.info:eu-repo/semantics/openAccessUniversidad de TalcaJournal of theoretical and applied electronic commerce research v.13 n.1 20182018-01-01text/htmlhttp://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762018000100103en10.4067/S0718-18762018000100103 |
| institution |
Scielo Chile |
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Scielo Chile |
| language |
English |
| topic |
E-shopping E-loyalty E-service quality E-recovery Online repurchase intention |
| spellingShingle |
E-shopping E-loyalty E-service quality E-recovery Online repurchase intention Shafiee,Majid Mohammad Bazargan,Negin Ahghar Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery |
| description |
Abstract Nowadays, the internet has become a suitable platform for the trade of products and services. Online shopping transactions are carried out without face-to-face contact; thus, various factors can affect customers’ purchase intentions. In addition to aesthetics and ease of use, trust is a critical factor which allows customers to choose an online store. Online merchants need to find ways to keep trusting customers satisfied and loyal. This paper investigates how customer loyalty can be created and/or enhanced in online shopping. The statistical population of the study includes the customers of several online stores in Iran. Data collection is carried out using a questionnaire. The results indicate that information security and website performance influence e-service quality both positively and directly. Also, responsiveness, compensation, and contact positively influence e-recovery. E-recovery has positive impact on e-loyalty, which in turn significantly affects online repurchase. |
| author |
Shafiee,Majid Mohammad Bazargan,Negin Ahghar |
| author_facet |
Shafiee,Majid Mohammad Bazargan,Negin Ahghar |
| author_sort |
Shafiee,Majid Mohammad |
| title |
Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery |
| title_short |
Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery |
| title_full |
Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery |
| title_fullStr |
Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery |
| title_full_unstemmed |
Behavioral Customer Loyalty in Online Shopping: The Role of E-Service Quality and E-Recovery |
| title_sort |
behavioral customer loyalty in online shopping: the role of e-service quality and e-recovery |
| publisher |
Universidad de Talca |
| publishDate |
2018 |
| url |
http://www.scielo.cl/scielo.php?script=sci_arttext&pid=S0718-18762018000100103 |
| work_keys_str_mv |
AT shafieemajidmohammad behavioralcustomerloyaltyinonlineshoppingtheroleofeservicequalityanderecovery AT bazarganneginahghar behavioralcustomerloyaltyinonlineshoppingtheroleofeservicequalityanderecovery |
| _version_ |
1714202227792412672 |