標題: Factors influencing satisfaction and loyalty in online shopping: an integrated model
作者: Lin, Grace T. R.
Sun, Chia-Chi
科技管理研究所
Institute of Management of Technology
關鍵字: Internet shopping;Customer satisfaction;Customer loyalty
公開日期: 2009
摘要: 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.
URI: http://hdl.handle.net/11536/7827
http://dx.doi.org/10.1108/14684520910969907
ISSN: 1468-4527
DOI: 10.1108/14684520910969907
期刊: ONLINE INFORMATION REVIEW
Volume: 33
Issue: 3
起始頁: 458
結束頁: 475
Appears in Collections:Articles


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