Skip to main content
Fachgebiete
Automobil + Motoren Bauwesen + Immobilien Business IT + Informatik Elektrotechnik + Elektronik Energie + Nachhaltigkeit Finance + Banking Management + Führung Marketing + Vertrieb Maschinenbau + Werkstoffe Versicherung + Risiko
DE
EN
Bücher
Zeitschriften
Themenseiten
Organisationspsychologie Projektmanagement Marketing Smart Manufacturing
Weitere Formate
Podcasts Webinare Technik Webinare Wirtschaft Kongresse Veranstaltungskalender Awards
Jetzt Einzelzugang starten
Zugang für Unternehmen
Referenzkunden
SLX-Digitalkonferenz: Zukunftswerkstatt 2024

Mehr Umsatz mit Top-Kontakten

Am 7. Mai erfahren Sie, wie Vertriebsteams Leadgenerierung, Leadnurturing und Leadstrategien effizient steuern können.
Erweiterte Suche
Anmelden
nach oben
Erschienen in:
Innovative Mobile Device for Human Health Monitoring Kapitel lesen Erstes Kapitel lesen

2021 | OriginalPaper | Buchkapitel

Customer Loyalty: Are They Really Loyal?

verfasst von : Nurul Awati Mohd Lazin, Muhamad Saufi Che Rusuli, Noraani Mustapha, Wan Mohd Nadzrol Wan Mohd Nasir, Siti Sarah Omar, Rosmaini Tasmin

Erschienen in: The Importance of New Technologies and Entrepreneurship in Business Development: In The Context of Economic Diversity in Developing Countries

Verlag: Springer International Publishing

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config
loading …

Abstract

The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factors for business survival and growth. The purpose of this study is to examine empirically the influence trust, perceived risk, satisfaction and habit on customer loyalty in online shopping. This study discusses the influence of trust, perceived risk, satisfaction and habit on customer loyalty toward online shopping. However, the results revealed that trust, perceived risk, satisfaction and habit have significant impact on customer loyalty toward online shopping.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 390 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Maschinenbau + Werkstoffe




 

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

Jetzt informieren
Vorheriges Kapitel A Model for E-Commerce Adoption by SMEs in Developing Countries
Nächstes Kapitel Online Customer Satisfaction: An Analysis of the Kelantan Fashion Industry
Literatur
Alalwan, A.A., Algharabat, R.S., Baabdullah, A.M., Rana, N.P., Qasem, Z., Dwivedi, Y.K.: Examining the impact of mobile interactivity on customer engagement in the context of mobile shopping. J. Enterp. Inf. Manage. 33, 627–653 (2020)
Alam, S.S., Yasin, N.M.: An investigation into the antecedents of customer satisfaction of online shopping. J. Mark. Dev. Competitiveness 5(1), 71–78 (2010)
Cheng, R.: Customer engagement: from social shoppers to social learners and collaborators In: Strategies and Tools for Managing Connected Consumers, pp. 163–176. IGI Global (2020)
Constantinides, E.: Influencing the online consumer’s behavior: the Web experience. Internet Res. 14, 111–126 (2004)
Elida, T., Rahardjo, W., Raharjo, A., Sukirman, E.: Online shopping: what factors determine consumers to buy? Management 7(3), 238–246 (2019)
Grabner-Kräuter, S., Kaluscha, E.A.: Empirical research in on-line trust: a review and critical assessment. Int. J. Hum Comput Stud. 58(6), 783–812 (2003)CrossRef
Grewal, D., Levy, M., Kumar, V.: Customer experience management in retailing: An organizing framework. J. Retail. 85(1), 1–14 (2009)CrossRef
Gupta, R., Pal, S.K.: Converting apprehensive customers to willing customers: building trust in online shopping Arena. IIMS J. Manage. Sci. 8(2), 198–220 (2017)
Ha, N.: The impact of perceived risk on consumers’ online shopping intention: an integration of TAM and TPB. Manage. Sci. Lett. 10(9), 2029–2036 (2020)CrossRef
Haidery, A., Kamran, A., Syed, N.A., Rizvi, S.A.: Factors influencing online shopping experience and customer satisfaction in Karachi. In: Paper presented at the International Conference on Management Science and Engineering Management (2020)
Iglesias, O., Markovic, S., Bagherzadeh, M., Singh, J.J.: Co-creation: a key link between corporate social responsibility, customer trust, and customer loyalty. J. Bus. Ethics 163(1), 151–166 (2020)CrossRef
Johnson, M.D., Gustafsson, A., Andreassen, T.W., Lervik, L., Cha, J.: The evolution and future of national customer satisfaction index models. J. Econ. Psychol. 22(2), 217–245 (2001)CrossRef
Ketzenberg, M. E., Abbey, J. D., Heim, G. R., Kumar, S.: Assessing customer return behaviors through data analytics. J. Oper. Manage. 66, 622–645 (2020)
Kim, J.-C., Chun, S.-H.: Cannibalization and competition effects on a manufacturer’s retail channel strategies: Implications on an omni-channel business model. Decis. Support Syst. 109, 5–14 (2018)CrossRef
Lim, P.L., Yazdanifard, R.: What internal and external factors influence impulsive buying behavior in online shopping? Glob. J. Manage. Bus. Res. 15(5), 25–32 (2015)
Mosteller, J., Donthu, N., Eroglu, S.: The fluent online shopping experience. J. Bus. Res. 67(11), 2486–2493 (2014)CrossRef
Mustafa, S., Al-Abdallah, G.: The evaluation of traditional communication channels and its impact on purchase decision. Manage. Sci. Lett. 10(7), 1521–1532 (2020)CrossRef
Otika, U., Olise, E., Oby, O.B.: Risk perceptions and online shopping intention among internet users in Nigeria. Glob. J. Manage. Bus. Res. 19(6), 1–12 (2019)
Pekovic, S., Rolland, S.: Recipes for achieving customer loyalty: a qualitative comparative analysis of the dimensions of customer experience. J. Retail. Consum. Serv. 56, 102171 (2020)CrossRef
Permatasari, P., Mardhiyah, D.: Influence of trust on online shopping in predicting purchase intention. Paper presented at the Advances in Business, Management and Entrepreneurship: Proceedings of the 3rd Global Conference on Business Management & Entrepreneurship (GC-BME 3), Bandung, Indonesia, 8 August 2018 (2020)
Ranaweera, C., Prabhu, J.: The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. Int. J. Serv. Ind. Manage. 14(3/4), 374–395 (2003)CrossRef
Roy, S.K., Kesharwani, A., Bisht, S.S.: The impact of trust and perceived risk on internet banking adoption in India. Int. J. Bank Mark. 30(4), 303–322 (2012)CrossRef
Shah Alam, S., Mohd Yasin, N.: What factors influence online brand trust: evidence from online tickets buyers in Malaysia. J/ Theor. Appl. Electron. Commer. Res. 5(3), 78–89 (2010)
Tan, F.B., Sutherland, P.: Online consumer trust: a multidimensional model. J. Electron. Commer. Organ. 2(3), 40–58 (2004)CrossRef
Ul Islam, J., Rahman, Z.: The impact of online brand community characteristics on customer engagement. Telematics Inform. 34(4), 96–109 (2017)CrossRef
Sekaran, U.: Research Method for Business: A Skill Building Approach. John Wiley & sons Inc, United Kingdom (2006)
Yuan, C.L., Moon, H., Kim, K.H., Wang, S., Yu, X.: Third-party organization endorsement impacts on perceived value and B2B customer loyalty. Ind. Mark. Manage. 90, 221–230 (2020a)CrossRef
Yuan, C., Moon, H., Wang, S., Yu, X., Kim, K.H.: Study on the influencing of B2B parasocial relationship on repeat purchase intention in the online purchasing environment: an empirical study of B2B E-commerce platform. Ind. Mark. Manage. 92, 101–110 (2020b)CrossRef
Metadaten
Titel
Customer Loyalty: Are They Really Loyal?
verfasst von
Nurul Awati Mohd Lazin
Muhamad Saufi Che Rusuli
Noraani Mustapha
Wan Mohd Nadzrol Wan Mohd Nasir
Siti Sarah Omar
Rosmaini Tasmin
Copyright-Jahr
2021
Buch
The Importance of New Technologies and Entrepreneurship in Business Development: In The Context of Economic Diversity in Developing Countries

Print ISBN: 978-3-030-69220-9

Electronic ISBN: 978-3-030-69221-6

Copyright-Jahr: 2021

DOI
https://doi.org/10.1007/978-3-030-69221-6_40

Premium Partner

    Marktübersichten

    Die im Laufe eines Jahres in der „adhäsion“ veröffentlichten Marktübersichten helfen Anwendern verschiedenster Branchen, sich einen gezielten Überblick über Lieferantenangebote zu verschaffen. 

    Zur Marktübersicht
    Bildnachweise