Sohrabi Safa, Nader and Ismail, Maizatul Akmar (2013) Investigations on e-trust and e-satisfaction of customers for e-loyalty : the case of Iranian e-commerce. Actual Problems of Economics, 139 (1).

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Abstract

In this research two problems have been addressed. Firstly, companies lose their e-customers easily in today's business competitive environment. Secondly, gaining loyal customers needs a long time and high cost. These two basic problems encouraged us to research on loyalty in e-commerce and the main aim of this study is to increase trust, satisfaction and loyalty among e-customers. Our literature review and interviews with experts in this realm revealed that electronic satisfaction (e-satisfaction) and electronic trust (e-trust) are two important factors which influence electronic loyalty (e-loyalty). 6 hypotheses show relationships between technology, organization and customer factors with e-satisfaction and e-trust and two hypotheses indicate the relation between e-satisfaction, e-trust and e-loyalty. Statistical analysis is used to validate and to ensure model reliability.

Item Type:	Journal Article
Subjects:	H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce
Divisions:	Faculty of Science > WMG (Formerly the Warwick Manufacturing Group)
Library of Congress Subject Headings (LCSH):	Electronic commerce--Iran, Consumer satisfaction--Iran, Customer loyalty--Iran, Social responsibility of business--Iran, Internet marketing--Iran, Consumer behavior--Iran
Journal or Publication Title:	Actual Problems of Economics
Publisher:	Natsional'na Akademiya Upravlinnya,National Academy of Management
ISSN:	1993-6788
Official Date:	2013
Dates:	Date Event 2013 Published
Volume:	139
Number:	1
Status:	Peer Reviewed
Publication Status:	Published
Related URLs:	Organisation

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