Factors Influencing Satisfaction and Loyalty in Online Shopping: An Integrated Model
學年 98
學期 1
出版（發表）日期 2009-09-01
作品名稱 Factors Influencing Satisfaction and Loyalty in Online Shopping: An Integrated Model
作品名稱（其他語言）
著者 孫嘉祈; Lin, G.T.R
單位 淡江大學國際企業學系
出版者
著錄名稱、卷期、頁數 Online Information Review 33(3), pp.458-475
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.
關鍵字 Internet shopping;Customer satisfaction;Customer loyalty
語言 en
ISSN
期刊性質 國外
收錄於 SSCI
產學合作
通訊作者
審稿制度 否
國別 TWN
公開徵稿
出版型式 ,電子版
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