E‐satisfaction and e‐loyalty

A contingency framework

Bibliographic Data

ID23333003
AuthorsRolph E Anderson (0000-0002-3918-6944, Drexel University, corresponding author), Srini S Srinivasan (Drexel University)
Year2003
Volume20
Issue2
Pages123-138
Publication date2003-02-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenuePsychology and Marketing (JOURNAL)
Journal identifiersISSN: 0742-6046 • E-ISSN: 1520-6793
PublisherWiley (PUBLISHER • GB)
DOI10.1002/mar.10063
OpenAlexW2017624521
LanguageEN
Citations received105
References cited25

The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although e‐satisfaction has an impact on e‐loyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' business level factors. Among consumer level factors, convenience motivation and purchase size were found to accentuate the impact of e‐satisfaction on e‐loyalty, whereas inertia suppresses the impact of e‐satisfaction on e‐loyalty. With respect to business level factors, both trust and perceived value , as developed by the company, significantly accentuate the impact of e‐satisfaction on e‐loyalty. © 2003 Wiley Periodicals, Inc.

Advertising · Business · Context (archaeology) · Contingency · Loyalty · Value (mathematics) · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Marketing · Mathematics · Psychology · Social Psychology · Technology Adoption and User Behaviour