TITLE

INVESTIGATIONS ON E-TRUST AND E-SATISFACTION OF CUSTOMERS FOR E-LOYALTY: THE CASE OF IRANIAN E-COMMERCE

AUTHOR(S)
Safa, Nader Sohrabi; Ismail, Maizatul Akmar
PUB. DATE
January 2013
SOURCE
Actual Problems of Economics / Aktual'ni Problemi Ekonomìki;Jan2013, Vol. 139 Issue 1, p492
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
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.
ACCESSION #
85126480

 

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