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A customer loyalty formation model in electronic commerce
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Sohrabi Safa, Nader and Ismail, Maizatul Akmar (2013) A customer loyalty formation model in electronic commerce. Economic Modelling, 35 . pp. 559-564. doi:10.1016/j.econmod.2013.08.011 ISSN 0264-9993.
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Official URL: http://dx.doi.org/10.1016/j.econmod.2013.08.011
Abstract
Traditional commerce has been converted to modern or Electronic Commerce (E-commerce) by new technologies. The advantages of this transformation are less process time, cost, errors and mistakes for sellers and buyers. Companies lose their Electronic Customers (E-customers) due to the competitive business environment on the Internet. In this respect, Electronic Trust (E-trust), Electronic Satisfaction (E-satisfaction) and Electronic Loyalty (E-loyalty) play vital roles. In addition, acquiring new loyal customers requires time and money. In this research, a conceptual framework has been presented that shows E-loyalty formation based on E-trust and E-satisfaction. The model, which was formed based on the literature review, has been improved by factor analysis and the effect of every construct has been determined by regression analysis. The direct and indirect effects of organizational, technological and customer factors on E-loyalty were calculated by path analysis. The results show that technological factors have the most effect on E-satisfaction and the organizational factors have the most effect on E-trust.
Item Type: | Journal Article | ||||||
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Divisions: | Faculty of Science, Engineering and Medicine > Engineering > WMG (Formerly the Warwick Manufacturing Group) | ||||||
Journal or Publication Title: | Economic Modelling | ||||||
Publisher: | Elsevier | ||||||
ISSN: | 0264-9993 | ||||||
Official Date: | September 2013 | ||||||
Dates: |
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Volume: | 35 | ||||||
Page Range: | pp. 559-564 | ||||||
DOI: | 10.1016/j.econmod.2013.08.011 | ||||||
Status: | Peer Reviewed | ||||||
Publication Status: | Published | ||||||
Access rights to Published version: | Restricted or Subscription Access |
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