The Empirical Study on the Influencing Factors of Customers´ E-Loyalty

Author

Yan, Yang ; Jing Fengjie

Author_Institution

Coll. of Econ. & Manage., Wuhan Univ. of Sci. & Eng., Wuhan, China

fYear

2009

fDate

20-22 Sept. 2009

Firstpage

1

Lastpage

4

Abstract

Customer loyalty is one of the most important factors that will bring profits and competition strength not only in traditional shopping environment but also in E-commence. In this study we explore six main effecting factors on customer e-loyalty including Website security, contact interactivity, Website reputation, initial trust, switch cost, customer satisfaction based on the survey for 200 undergraduates in Wuhan using structural equations modeling method. It shows that all the six variables have a significant effect on the e-loyalty. Management solutions are also suggested in details.

Keywords

Web sites; customer satisfaction; electronic commerce; security of data; Website reputation; Website security; contact interactivity; customer loyalty; customer satisfaction; e-commence; e-loyalty; initial trust; structural equations modeling method; switch cost; Costs; Customer satisfaction; Electronic commerce; Engineering management; Environmental management; Equations; Security; Switches; Technology management; Web and internet services;

fLanguage

English

Publisher

ieee

Conference_Titel

Management and Service Science, 2009. MASS '09. International Conference on

Conference_Location

Wuhan

Print_ISBN

978-1-4244-4638-4

Electronic_ISBN

978-1-4244-4639-1

Type

conf

DOI

10.1109/ICMSS.2009.5305712

Filename

5305712