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Please use this identifier to cite or link to this item:
https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/58457
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| Title: | Factors Influencing Satisfaction and Loyalty in Online Shopping: An Integrated Model |
| Authors: | 孫嘉祈;Lin, G.T.R |
| Contributors: | 淡江大學國際企業學系 |
| Keywords: | Internet shopping;Customer satisfaction;Customer loyalty |
| Date: | 2009-09-01 |
| Issue Date: | 2011-10-01 01:07:32 (UTC+8) |
| Abstract: | 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. |
| Relation: | Online Information Review 33(3), pp.458-475 |
| DOI: | 10.1108/14684520910969907 |
| Appears in Collections: | [國際企業學系暨研究所] 期刊論文
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Files in This Item:
| File |
Description |
Size | Format | |
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| Factors Influencing Satisfaction and Loyalty in Online Shopping: An Integrated Model.pdf | | 154Kb | Adobe PDF | 2020 | View/Open | | index.html | | 0Kb | HTML | 446 | View/Open |
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