Customer E-loyalty Research Articles

The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception

This research aims to investigate the process and factors relevant for developing customer e-loyalty from an e-service quality experience perspective. Based on previously published loyalty studies and e-commerce literature, an integrated model of e-loyalty development process is proposed by including and validating value perception and the e-service quality scale eTailQ scale. The eTailQ scale consists of website design, security/privacy, value perception, reliability and customer support and is mediated by the trust and satisfaction. Data was collected from 140 e-commerce users and analyzed with LISREL 8.8. The empirical results demonstrate that value perception and eTailQ scale are effective in developing customer loyalty and both e-satisfaction and e-trust have played important roles in shaping the e-loyalty development process. Contradictory to the traditional loyalty literature, this study unveils that customer support does not play a significant role in the e-loyalty development process. Theoretical and pragmatic implications are provided to help guide future research in the e-commerce domain.

The role of listening in e-contact center customer relationship management

Purpose– The main purpose of the study is to examine the relationships between e-listening and customers’ perceptions of interpersonal service quality and utilitarian value during e-contact center interactions.Design/methodology/approach– Participants completed an online survey about their service experiences with e-contact centers. Data were analyzed using structural equation modeling.Findings– This study found that e-listening is highly related to interpersonal service quality and utilitarian value. Interpersonal service quality is positively related to e-satisfaction and e-loyalty, both with e-contact centers and e-retailers.Research limitations/implications– The study utilizes general active empathetic listening (AEL) constructs identified in previous research. Although these constructs provide a way to differentiate the cognitive aspects of AEL, and therefore, a mechanism for discerning utilitarian value, further qualitative studies on nonverbal cues in online communications would develop insights into more granular, behavioral dimensions and effects of e-listening. In addition, the study is based on general e-retailing processes, and is not focused on a specific business or sector. The magnitude of the effects of e-listening on the different factors related to customer relationships may vary with different sectors.Practical implications– E-contact centers should provide interpersonal interactions that emphasize utilitarian value. The centers should be staffed by employees who are well trained in AEL and who are provided with appropriate resources. The interactions of these e-contact centers can provide significant input to e-retailers about the improvement of service quality and resulting customer e-loyalty.Originality/value– The research provides an original view of service quality in e-contact center contexts and makes a valuable contribution to understanding the evolving service offerings of multi-channel e-retailing. The study provides support for the argument that value and quality in interpersonal interactions with e-contact centers lead to satisfaction and consequently to customer loyalty.

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

The role of E-quality within the consumer decision making process

Purpose – The purpose of this paper is to develop and test an empirically grounded comprehensive framework of e-quality that is the composite of the relationship between e-satisfaction and e-loyalty. This study’s objectives were: first, to develop a comprehensive measurement scale of perceived quality from an operations perspective, based on the classic Engel-Kollat-Blackwell (EKB) decision-making process; second, to develop a framework that integrates dimensions of quality and measures perceptions of e-quality during the customer’s decision-making process; and third, to examine the predictive capability of quality attributes in relation to service operations that rely on customer satisfaction and customer loyalty. Design/methodology/approach – Following review of the related literature, focus group protocols were developed and interviews conducted. Based on the focus group input, surveys were developed and administered. Survey data from 717 online customers allowed testing the research hypotheses, and structural equation modeling allowed validation of the research framework. Findings – The study determined that “e-channel quality”, “e-service quality” (including “web site quality” and “transaction quality”), and “product quality” positively influence customer e-satisfaction within an online operation. These constructs, in turn, influence customer e-loyalty in the e-commerce domain. The findings contribute valuable theoretical and managerial implications that can improve e-service operations. Originality/value – The paper fills a relevant gap in the e-commerce and services operations literature by empirically developing and validating a new and robust quality measurement scale based on the EKB consumer decision-making process. The study also makes an important research contribution by providing empirical evidence that quality is pivotal in gaining customer loyalty and a competitive e-commerce edge.

Does customer sociability matter? Differences in e-quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users

Purpose – The purpose of this study is to investigate the relationships between e-quality, e-satisfaction and e-loyalty and test how these relationships vary across different levels of customer sociability in the UAE banking industry. Design/methodology/approach – The relative importance of customer sociability in the relationships between e-quality, e-satisfaction and e-loyalty was examined. A self-administered questionnaire was developed, and data were collected from a final sample of 245 bank customers. The study’s conceptual model and four hypotheses were tested using AMOS18. Findings – E-quality influences e-satisfaction, which, in turn, affects customer e-loyalty. This study’s findings confirm that the relationships between e-quality, e-satisfaction and e-loyalty are stronger if the online banking user is an introvert (less social) rather than an extravert (very social). Practical implications – This study demonstrates how bank managers could use the sociability level of their customers to manage the relationships between e-quality, e-satisfaction and e-loyalty. Originality/value – The key contribution of this paper is that it demonstrates how the customer sociability level might affect the relationship between customers and online banking services.

The Mediating Effect of e-Satisfaction Between e-Service Quality and e-Loyalty in Internet Banking

Internet banking is a demand-driven industry and therefore providing customers efficient banking services become an important issue of e-commerce success model as well as to sustain banks competitiveness. In internet-based services, such as internet banking, sustaining users' e-Satisfaction is crucial to guarantee high rate of customer retention and e-Loyalty towards banks. As highlighted in services marketing literature, offering high quality of electronic service (e-SQ) is increasingly important because this will make customers satisfied with banks service, and therefore examining the e-satisfaction role as mediator to the e-SQ and e-Loyalty is vital. However, most previous studies examining the mediating role of e-Satisfaction on the relationship between e-SQ and e-Loyalty in internet banking have given more emphasis on private banks and less focus on public banks. This research addresses this empirical gap and attempting to validate the significant role of e-satisfaction, as mediator between e-SQ and e-Loyalty in the context of Iranian public banks. A questionnaire was developed to measure e-SQ, e-Satisfaction and e-Loyalty among internet banking users of a public bank in the district of Kerman, Iran. A total of 298 completed questionnaire, representing 80% of response rate, was gathered using convenience sampling procedure. The result of hierarchical regression analysis revealed that the first three regressions showed significant correlations between variables of this study, and the last path of regression, that is when e-SQ and e-Satisfaction were controlled, proved the mediating role of e-satisfaction between e-SQ and e-Loyalty. Thus, the mediator of e-Satisfaction between e-SQ and e-Loyalty was also observed in the internet banking services of public banks. The result highlights the important of giving more attention to e-Satisfaction as mediator for enhancing e-Loyalty among internet banking users. The e-Satisfaction reflected users' judgment of a bank's internet banking service quality performance, and in e-commerce setting, it is a good predictor of e-Loyalty. The theoretical and managerial implication of the findings was discussed.

The Impact of Trustworthiness and Customer e-Loyalty and e-Satisfaction

Trust, is tremendously essential element of basic human feelings (e.g., sincerity) in addition to being an element of website confidence in this digital world. In this regard, to enrich consumer’s trust in the comprehensive virtual environment, e-service providers or e-stores have to be trustworthy. In fact, trustworthy online stores itself may therefore affect online consumer purchasing intention. The main purpose of this study attempts to identify the impact of trustworthiness on customer e-loyalty and customer e-satisfaction in Malaysia context. In this study, commitment-trust theory is used as the theoretical base to explain the impact of trustworthiness on customer e-loyalty and customer e-satisfaction among Malaysian Internet users. The researcher used smartPLS 2.0 (M3) as the main analytical tool to test the proposed hypotheses. Three hundred ninety-five respondents participated in the study. Empirical results indicated that trustworthiness is positively related to customer e-loyalty and e-satisfaction. Several implications of the findings, limitations of the study and directions for future research were discussed in further. ?

The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness

Website has been used as an efficient platform to tailor their products or services and as a unique profit mode of e-commerce. Due to this advance of the Internet, this study is mainly to examine the relationship between website quality and customer e-loyalty. The present study aims to explore the effect on website quality on customer e-loyalty through trustworthiness. SmartPLS (M3) was used as the main analytical tool to test the proposed research model. This study provides a theoretical framework combining website quality, trustworthiness, and customer e-loyalty and tests the proposed model empirically by targeting on online consumers. Trustworthiness enacts as the mediator. Based on the statistical analysis, there is a positive relationship is detected between website design and customer e-loyalty. However, the findings revealed that website content and website structure have negative influence on customer e-loyalty. The finding also disclosed that trustworthiness is positively related to customer e-loyalty. Theoretical and practical implications, limitations of the study, and recommendations for future research are discussed.

Which Dimensions Affect Private Shopping e-customer Loyalty?

The Internet currently plays an important role as a business medium. In recent years in Turkey, e-commerce uptake has accelerated rapidly. As the number of people who shop online continues to grow, so too does the need to understand why and how users choose to shop online rather than in traditional channels. This naturally leads to the increase in research being conducted around gaining a better understanding of how to facilitate the future of e- commerce. It can be said that two of the most important aspects of e-commerce are e-service quality and e-service recovery. The main purpose of this research was examining the effects of the dimensions of e-service quality and e-service recovery on customer e-loyalty. This study intends to understand the e-service quality and recovery of Internet companies from the consumer perspective, by identifying the main factors that are able to predict the e-loyalty of consumers. Furthermore, the study identifies the influence of the individual dimension of e- service quality and e-recovery on service loyalty. As a result of analysis, one of the sub dimensions of service quality efficiency and sub dimensions of e-service recovery contact are the most important factors affecting e-loyalty. Online retailers are provided with tactical strategies on how to immunize online shoppers’ loyalty against switching behavior.

Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan

This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market Intelligence Center in Taiwan were recruited and structural equation modeling was used to test the research hypotheses. The result indicates that web site characteristics positively influence relationship quality. A follow-up post-analysis showed how five dimensions of the web site characteristics impacted relationship quality. In addition, both trust and satisfaction have a positive direct effect on e-loyalty, but not on positive WOM. Finally, theoretical and managerial implications of the findings were discussed.

The Impacts of Service Quality and Customer Satisfaction on Customer Loyalty in Internet Banking

This study examined the relationship and the impacts of e-SQ and e-Satisfaction on e-Loyalty in internet banking. The modified version of E-SERVQUAL instrument was used to determine e-SQ for internet banking service of a commercial bank in Malaysia. Questionnaires were collected randomly from 265 internet banking users. The findings indicated that assurance-fulfillment, efficiency-system availability; privacy, contact-responsiveness and website aesthetics and guide constitute e-SQ for the internet banking service. Website aesthetics and Guide, Efficiency-System availability and Contact-Responsiveness of the internet banking e-SQ were positively affected e-Satisfaction. E-Satisfaction was positively significant to e-Loyalty. E-Satisfaction was found to partially mediate the relationship of Website aesthetics and Guide of e-SQ and customer e-Loyalty. The result highlighted that attractiveness and appearance of banks’ websites, and the information and guidance provide by the websites are important features to internet banking users. This finding reflected that in internet banking, beside the technical and functionality aspects of banks’ websites e-SQ, such as efficiency, fulfilment and system availability, the aesthetic value and proper guidance of the websites are also crucial to ensure quality of e-SQ that will lead to e-Satisfaction and e-Loyalty.

Assessing Customer e-Loyalty for Business-to-Consumer (B2C) Service Based on Fuzzy MCDM Techniques

Assessing Customer e-Loyalty for Business-to-Consumer (B2C) Service Based on Fuzzy MCDM Techniques

Customer e-loyalty to internet banking: an empirical analysis

The purpose of the present study is to examine the efficiency of alternative electronic communication channels employed by bank management to attract new customers and to satisfy the existing ones. Cornerstone of this paper is also the investigation of the impact of quality of online banking services on customer’s trust, overall satisfaction and finally e-loyalty. The research sample is consisted of 153 customers of various banks in the region of Central and Eastern Macedonia in Greece. Logit analysis is incorporated for the construction of a model for the prognosis of customer e-loyalty to internet banking. The results of the logistic regression indicate that the independent variables of trust, quality of alternative e-banking channels and gender are statistically significant for the prediction of customer e-loyalty. On the other hand, the research provides insufficient evidence about the relationship among the quality of service, the overall satisfaction and the adoption of internet banking.

FACTORS THAT INFLUENCE E-LOYALTY OF INTERNET BANKING USERS

The objective of this study was to examine factors that influence customer e-loyalty. In this respect, we identified three factors that may influence customer e-loyalty, namely trust, customer satisfaction, and sense of belonging. We used Internet banking as the target technology and college students as subjects for this study. One hundred and nineteen questionnaires were used for the data analysis and multiple regression analyses were conducted to analyze the data. Trust, customer satisfaction, and sense of belonging were found to have a significant impact on customer e-loyalty in Internet banking. To cite this document: Ameen M Al-Agaga and Khalil Md Nor, "Factors that influence e-loyalty of internet banking users", International Journal of Electronic Commerce Studies, Vol.3, No.2, pp.297-304, 2012. Permanent link to this document: http://dx.doi.org/10.7903/ijecs.1097

Who may be loyal? Personality, flow experience and customer e-loyalty

Marketers heavily prioritise customer loyalty. Previous works have identified the ‘flow’ experience (optimal experience with total concentration and intrinsic enjoyment) as a predictor of online customer e-loyalty. However, applications of the concept to managing customer e-loyalty are limited. Personality traits influence individual psychology and can thus reveal which individuals are likely to experience flow. This study thus examines how customer openness, conscientiousness, extraversion, skill, flow and online customer e-loyalty are related. This study surveyed 1,852 online game customers. The analytical results of a follow-up survey of 593 customers confirmed the findings of the initial survey that openness and conscientiousness positively influence customer skills and thus increase the likelihood of online game customers experiencing flow, which then enhances customer e-loyalty. The influence of extraversion was observed in the follow-up survey but not in the initial survey.

A Quality-Centred View of Customer e-Satisfaction and e-Loyalty in Online Shopping

A Quality-Centred View of Customer e-Satisfaction and e-Loyalty in Online Shopping

MMORPG 이용자 충성도에 대한 영향요인간 구조적 관계

MMORPG makes up 25.9% of domestic market share in game industry, and it has become increasingly fierce in competition. Game developer and publisher make every effort to build customer e-loyalty to sustain their competitiveness. Thus, this paper examines the determinants of e-loyalty that reflect the features of MMORPG such as intensive and real-time interactivity. For this purpose, we selected interactivity, sense of community, reward and fun as the key antecedents of e-loyalty based on the extensive review of previous researches related to online game and Internet service usage. A total of 202 responses were used for analysis and the research results are as follow. The findings show that interactivity, sense of community and reward influence significantly on fun, then fun is positively related to e-loyalty. Also, interactivity and reward are proven to have a positive influence on sense of community, and sense of community mediates the effect of interactivity and reward on fun.

The Effect of E-SERVQUAL on e-Loyalty for Apparel Online Shopping

Abstract With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic commerce. Therefore, this study explores e-service quality (E-SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al’ s (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and ...

한.중 대학생들의 인터넷 의복쇼핑동기와 고객충성도

This study identifies the main factors of internet clothing shopping motivation and analyzes their effect on customer e-loyalty among Korean and Chinese college students. Data were collected from 300 Koreans and 300 Chinese college students. The survey was statistically analyzed through an exploratory and confirmatory factor analysis, T-test, and structural equation modeling. The factors of clothing shopping motivations were identified as merchandising characteristics, shopping convenience, value price, and hedonic pleasure. Chinese students had stronger motivations for value price and hedonic pleasure; Koreans had stronger motivations for merchandising characteristics. The structural equation model showed that the shopping motivations for merchandising characteristics, shopping convenience, and hedonic pleasure had significant effects on e-loyalty for Chinese students and the motivations for value price had significant effects on e-loyalty for Korean students. The conclusion shows a strategic direction for entering the Chinese e-market.

Electronic customer care: The innovative path to e-loyalty

In this paper, the authors argue that the use of an electronic customer relationship management system (eCRM system) enables traditional ‘physical’ customer proximity to be substituted by ‘digital’ proximity, within the scope of a multi-channel approach. This method of substitution presents enormous potential for cost reduction, profit maximisation and customer loyalty. The main intention of the paper is to illustrate how electronic customer care tools can be used to create customer e-loyalty in the field of private internet banking. The knowledge is supported by findings of a questionnaire survey based on a sample of 45 bank experts involved in eCRM and private internet banking in Germany, Austria, Switzerland and the USA. This empirical study of the capability of electronic customer care technologies to enable individual customer banking relationships in the private internet banking field demonstrates the potential for customer loyalty specifically for the internet channel of distribution.