Nonlinear impact of online retail characteristics on customer satisfaction and loyalty
Volume: 7, Issue: 2/3, Pages: 152 - 169
Published: Jun 15, 2015
Abstract
Purpose – The purpose of this paper is to consider the nonlinear impact of online retail stores’ quality dimensions on general customer satisfaction and loyalty. Design/methodology/approach – Using a quantitative approach, 429 online users answered a closed questionnaire regarding their present satisfaction with 26 service attributes, their general satisfaction and loyalty. Using factorial analysis with Varimax rotation, five service-quality...
Paper Details
Title
Nonlinear impact of online retail characteristics on customer satisfaction and loyalty
Published Date
Jun 15, 2015
Volume
7
Issue
2/3
Pages
152 - 169
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