TITLE

E-SATISFACTION AND E-LOYALTY OF CONSUMERS SHOPPING ONLINE

AUTHOR(S)
Ltifi, Moez; Gharbi, Jamel-Eddine
PUB. DATE
April 2012
SOURCE
Journal of Internet Banking & Commerce;Apr2012, Vol. 17 Issue 1, Special section p1
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
The objective of this research is to study the impact of emotional state and perceived risk of remote purchase on e-satisfaction during the Internet shopping. As well, it aims to study the influence of e-satisfaction on e-loyalty. The data gathering was carried out by a laboratory experiment followed by a questionnaire. The results show that three dimensions of the emotional state during Internet shopping (the pleasure, stimulation and dominance) have a significant positive impact on e-satisfaction. Dimensions of the perceived risk of remote purchase, (the total risk, the financial risk, the social risk, the psychological risk, the functional risk, and the physical risk) don't have a significant impact on e-satisfaction, except the risk of loss of time has a negative impact. Finally e-satisfaction influences positively and significantly the e-loyalty of the cyber consumers.
ACCESSION #
75499979

 

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