![]() Keywords Services, Electronic commerce, Customer loyalty, United States of America Second, the research identifies attributes, unique to online shopping that serve as the basis for conceptualizing e-tail image as a second order factor. Originality/value – The research in this paper provides a conceptual model that will help e-retailers better articulate how and why consumers may be e-loyal shoppers. A favorable e-tail store image positively influences e-patronage intentions, which thus leads to e-loyalty. Findings – Results in this paper indicate that e-tail store image is derived from e-merchandise, e-service, and e-shopping atmosphere attributes, all of which support the way consumers shop. We use the structural equation modeling to test the model and hypotheses. ![]() This paper develops a model that describes the extent to which e-tail store image (derived from a set of e-tail store attributes) indicates patronage intentions and finally predicts customer loyalty. To understand the concept of loyalty toward an e-tailer, this study focuses on the importance of the final stage of the customer decision-making process: post-purchase evaluation. ![]() Design/methodology/approach – Acknowledging the importance of customer retention, this paper is designed to examine e-customer loyalty intentions toward the e-tailer. Purpose – The purpose of this paper is to investigate e-tail store attributes that develop customers’ positive perceptions of e-tail store image, and determines whether or not they develop a sense of loyalty to an e-tailer. ![]()
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