Atmosphere of Online Retailing Quality Dimensions and Development of Young Generation Customers Loyalty-An Empirical Study of China

Published on May 31, 2015in International Journal of u- and e- Service, Science and Technology
· DOI :10.14257/IJUNESST.2015.8.5.07
Muhammad Ziaullah3
Estimated H-index: 3
Yi Feng2
Estimated H-index: 2
+ 1 AuthorsSaleem Ahmad2
Estimated H-index: 2
This paper develops a theoretical framework to examine the relationship between e-tail quality dimensions, customer satisfaction and loyalty. Data from a survey of 415 online consumers were used to test the research model. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were conducted to demonstrate the reliability and validity of the measurement model, and the Structural Equation Modeling (SEM) technique was used to test the research model. Our results support the proposed hypotheses. The analytical results showed that the system quality, information quality and service quality affect customer satisfaction and loyalty. Information quality aspects have a positive relationship with system quality and service quality dimensions. Moreover, the latter in turn are significantly related to e-loyalty. While no other study has looked at these sorts of data, collected from university students of China. Moreover, the results of this study provide a valuable reference for managers, researchers of online retailing. This study suggests that to enhance customer loyalty, online retailers can devote valuable resources to better establish e-tail quality dimensions, which can develop and improve customer satisfaction in the context of online retailing.
📖 Papers frequently viewed together
#1Nachiappan Subramanian (UNNC: The University of Nottingham Ningbo China)H-Index: 28
#2Angappa Gunasekaran (UMassD: University of Massachusetts Dartmouth)H-Index: 118
Last. Kun Ning (UNNC: The University of Nottingham Ningbo China)H-Index: 3
view all 5 authors...
This paper attempts to study the impact of customer satisfaction and the Chinese electronic retailers (E-retailers) competitiveness using quality factors. Two conceptual models based on asset-process-performance (APP) competitive theoretical framework have been proposed. The proposed models include E-retailers strategic factors such as logistics, quality and customer satisfaction equivalent to asset, process and performance entities of the APP framework. Using an empirical survey from a young po...
#1Wei-Ming Ou (Shih Chien University)H-Index: 2
#2Chia-Mei ShihH-Index: 4
Last. Kuo‐Chang WangH-Index: 1
view all 4 authors...
Purpose – The purpose of this paper is to measure the impact of customer loyalty programs on relationship quality, relationship commitment, and loyalty.Design/methodology/approach – A survey with 480 qualified observations from department store customers in Taiwan was conducted. A structural equation modeling approach was used.Findings – Customer loyalty programs have a partially supported positive impact on relationship quality; service quality has a positive impact on relationship quality; cus...
#1María Pilar Martínez-Ruiz (UCLM: University of Castilla–La Mancha)H-Index: 16
Last. Robert CascioH-Index: 5
view all 3 authors...
Purpose – This paper aims to establish the main factors that underlie store attributes, to examine which exert the greatest influences on the achievement of a maximum level of customer satisfaction. This study seeks to determine if there are significant differences not only in the factor compositions but also in their influence on customer satisfaction, depending on the country of residence of focal customers.Design/methodology/approach – The test of the proposed framework consists of analyses o...
#1George Christodoulides (University of Birmingham)H-Index: 30
#2Nina Michaelidou (University of Birmingham)H-Index: 21
Customer loyalty is fundamental to the profitability and survival of e-tailers. Yet research on antecedents of e-loyalty is relatively limited. This study contributes to the literature by investigating the effect of motives for online shopping on e-satisfaction and e-loyalty. A structural equations model is developed and tested through data from an online survey involving 797 customers of two UK-based e-tailers focussing on hedonic products. The results suggest that convenience, variety seeking,...
#2Angela Kate Pettinicchio (City University London)H-Index: 8
#3Peter Moizer (University of Leeds)H-Index: 19
This study explores the impact of corporate image and service quality on customer satisfaction in the professional service industries. Data were collected on audit firms, sending a questionnaire to financial executives of leading Italian companies. The results show that the most important variable explaining customer satisfaction was the apparent effectiveness of the audit firm. In relation to service quality, managers' satisfaction was primarily driven by their perception of audit firm's work a...
#1Adam Finn (U of A: University of Alberta)H-Index: 25
#2Luming Wang (U of A: University of Alberta)H-Index: 5
Last. Tema FrankH-Index: 1
view all 3 authors...
Academic research has focused on the quality perceptions that drive customer satisfaction as the key to achieving e-service success. This paper develops a process-based model that relates perceptions of managerially actionable site characteristics to online satisfaction, which mediates the effects of site characteristics on intention to recommend e-services. A unique data set provided by Web Mystery Shoppers International Inc. (, a market research supplier, enables the mod...
#1Jiyoung Kim (OSU: Ohio State University)H-Index: 11
#2Byoungho Jin (OSU: Oklahoma State University–Stillwater)H-Index: 29
Last. Jane Swinney (OSU: Oklahoma State University–Stillwater)H-Index: 12
view all 3 authors...
The purpose of this study is to propose and test an integrative model of e-loyalty development process by conceptualizing that e-loyalty is influenced by e-satisfaction, e-trust and multi-dimensional aspects of etail quality. In order to capture the full picture of etail quality, we attempt to cover the complete purchase experience by focusing on four dimensions of etail quality that go beyond website functionality or system quality aspects: fulfillment/reliability, website design, security/priv...
#1Grace T. R. Lin (NCTU: National Chiao Tung University)H-Index: 10
#2Chia-Chi Sun (NCTU: National Chiao Tung University)H-Index: 6
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 ...
#1Cheolho Yoon (Mokpo National University)H-Index: 15
E-commerce is now international, and thus national culture can affect the behavior of customers. But e-commerce studies related to national culture are limited. Our study explored the effect of national culture on consumer acceptance of e-commerce in China. Our consumer e-commerce acceptance model considered the effect of culture on perceived usefulness, perceived ease of use, trust, and intention to use. We adopted Hofstede's cultural dimensions (power distance, individualism, masculinity, unce...
#1Dianne Cyr (SFU: Simon Fraser University)H-Index: 26
Despite rapidly increasing numbers of diverse online shoppers, the relationship of Web site design to trust, satisfaction, and loyalty has not previously been modeled across cultures. In the current investigation, three components of Web site design (information design, navigation design, and visual design) are considered for their impact on trust and satisfaction. In turn, relationships of trust and satisfaction to online loyalty are evaluated. Utilizing data collected from 571 participants in ...
Cited By2
Online shopping has become popular over the years and is a widely used way to purchase goods and services. For online retailers to succeed, it is important that they have a quality website to attract and retain customers. The aim of this study was to investigate the construct validity of three respective measurement instruments related to website quality factors, namely; system, information and service quality factors, which may influence consumers within the online shopping environment in a Sou...
This website uses cookies.
We use cookies to improve your online experience. By continuing to use our website we assume you agree to the placement of these cookies.
To learn more, you can find in our Privacy Policy.