Factors influencing satisfaction and loyalty in online shopping: an integrated model

Volume: 33, Issue: 3, Pages: 458 - 475
Published: Jun 19, 2009
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...
Paper Details
Title
Factors influencing satisfaction and loyalty in online shopping: an integrated model
Published Date
Jun 19, 2009
Volume
33
Issue
3
Pages
458 - 475
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