Abstract
The objective of this study was to identify and analyze the different attributes that can be considered as important by e-consumers for the process of loyalty with e-commerce available in the market. To do so, quantitative survey was conducted with 160 people through an online survey. The data collected were analyzed with the help of SPSS and SmartPLS software. Among the main results, we highlight the fact that the most important factor in the loyalty process is related to the trust of the site, and that design influences the purchasing experience. In addition, the better the Post purchase experience, the better the purchasing experience, and purchasing experience and trust are important aspects for e-consumer loyalty. The main contribution of this research is the collaboration in the clear understanding of which are the most influential aspects in the loyalty process is the virtual commerce entrepreneurs in the sector.
Highlights
Even with a scenario of uncertainty introduced in Brazil in recent years, the Brazilian e-commerce followed in opposite direction with a growth of 15% and 8% in the years 2015 and 2016, respectively (WEBSHOPPERS REPORT, 2017)
In addition to the billing, the market presents relevant figures as the growth of 22% in the number of e-consumers between 2015 and 2016; growth of 8% in average ticket and indicators pointing out that approximately 25% of the Brazilian population already has the habit of consuming over the internet (WEBSHOPPERS REPORT, 2017)
The population studied in the research was of Brazilians with internet access and with the habit of making online purchases. This is due to the fact that the analysis aims to identify trends and the profile of consumers, in order to obtain data relating to what are the factors that build the consumer loyalty to a specific virtual store
Summary
Even with a scenario of uncertainty introduced in Brazil in recent years, the Brazilian e-commerce followed in opposite direction with a growth of 15% and 8% in the years 2015 and 2016, respectively (WEBSHOPPERS REPORT, 2017). Considering a scenario of good expectations, investment and resources intended for the market of e-commerce, in addition to the constant growth of its sales (WEBSHOPPERS REPORT, 2017), changes in the environment in which organizations are inserted are evident and has been providing changes in relation to the final consumer (NAPIER; JUDD; RIVERS; WAGNER, 2001; LIN; SILVEIRA; RAMOS, 2014). The e-commerce became one of the major business segment of the new economy and, following its trends, changing every form of consumption and the relationship of the traditional sales model (ENSSLIN; LACERDA; CHAVES; LIMA; LIMA, 2014), presenting, including, as a fundamental strategy and of the greatest potential to the current context. Much more representative than this, this type of business is a global trend
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
