Change search
ReferencesLink to record
Permanent link

Direct link
Online customer service: building e-loyalty in cyberspace
2004 (English)Independent thesis Advanced level (degree of Master (One Year)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

Customer’s loyalty is one of the biggest concerns by companies today. Most companies are trying to create and keep customer’s loyalty. With the development of the Internet, more and more companies are finding new ways to do business. The concept of “e-loyalty” has been an area of growing interest by both companies and in the scholarly literature. How to build e-loyalty (i.e. loyalty to the websites that organizations develop) has become the focus of this study. This thesis is based on the topic purpose of gaining a better understanding of online customer service in building e-loyalty. A qualitative, case study approach is used to investigate four websites. Research questions related to the online environment as well as the organizations customer service and response to inquiry were stated. Our findings show that an online environment as well as how a customers is handled (and responded to) are of key importance in building e-loyalty.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, online customer service, e-loyalty
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-47860ISRN: LTU-SHU-EX--04/090--SELocal ID: 55c238df-06c2-4758-bdc3-2960f67911a6OAI: diva2:1021190
Subject / course
Student thesis, at least 15 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

Open Access in DiVA

fulltext(935 kB)6 downloads
File information
File name FULLTEXT01.pdfFile size 935 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search outside of DiVA

GoogleGoogle Scholar
Total: 6 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

Total: 1 hits
ReferencesLink to record
Permanent link

Direct link