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What makes Internet users visit cyber stores again? key design factors for customer loyalty

Authors:

Jae Yun MoonAuthors Info & Claims

CHI '00: Proceedings of the SIGCHI conference on Human Factors in Computing Systems

Pages 305 - 312

https://doi.org/10.1145/332040.332448

Published: 01 April 2000 Publication History

Abstract

Retaining customer loyalty is crucial in electronic commerce because the value of an Internet store is largely determined by the number of its loyal customers. This paper proposes a multi-phased model of customer loyalty for Internet shopping, which fully takes the characteristics of the Internet and cyber shopping into consideration. In order to validate the model, we conducted a web-based survey of the customers of various Internet stores, and the data was processed using structural equation analysis. The results indicate that several factors can effectively increase customer loyalty towards an Internet store and that the relative importance of the identified factors varies according to the level of involvement with the product purchased through the store. We suggest several managerial implications in developing Internet stores for higher customer loyalty based on these results.

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López-Hernando NLoranca-Valle CCuesta-Valiño P(2023)E-Banking Loyalty and Its Background: A Bibliometric AnalysisAdvances in Empirical Economic Research10.1007/978-3-031-22749-3_14(215-234)Online publication date: 20-Jul-2023
https://doi.org/10.1007/978-3-031-22749-3_14
Ahmad FMustafa KHamid SKhawaja KZada SJamil SQaisar MVega-Muñoz AContreras-Barraza NAnwer N(2022)Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creationFrontiers in Psychology10.3389/fpsyg.2022.89785113Online publication date: 28-Jul-2022
https://doi.org/10.3389/fpsyg.2022.897851
Gürpinar TGroße NSchwarzer MBurov EStammes RIoannidis PKrämer LAhlbäumer RHenke M(2022)Blockchain Technology in Supply Chain Management – A Discussion of Current and Future Research TopicsScience and Technologies for Smart Cities10.1007/978-3-031-06371-8_32(482-503)Online publication date: 17-Jun-2022
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What makes Internet users visit cyber stores again? key design factors for customer loyalty

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cover image ACM Conferences

CHI '00: Proceedings of the SIGCHI conference on Human Factors in Computing Systems

April 2000

587 pages

ISBN:1581132166

DOI:10.1145/332040

Chairmen:
Thea Turner
Motorola Labs
,
Gerd Szwillus
Univ. of Paderborn, Paderborn, Germany

Copyright © 2000 ACM.

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Published: 01 April 2000

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April 1 - 6, 2000

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Cited By

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https://doi.org/10.1007/978-3-031-22749-3_14
Ahmad FMustafa KHamid SKhawaja KZada SJamil SQaisar MVega-Muñoz AContreras-Barraza NAnwer N(2022)Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creationFrontiers in Psychology10.3389/fpsyg.2022.89785113Online publication date: 28-Jul-2022
https://doi.org/10.3389/fpsyg.2022.897851
Gürpinar TGroße NSchwarzer MBurov EStammes RIoannidis PKrämer LAhlbäumer RHenke M(2022)Blockchain Technology in Supply Chain Management – A Discussion of Current and Future Research TopicsScience and Technologies for Smart Cities10.1007/978-3-031-06371-8_32(482-503)Online publication date: 17-Jun-2022
https://doi.org/10.1007/978-3-031-06371-8_32
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