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Influential factors of customer E-loyalty in Iranian E-stores
2010 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The rapid development of technology and internet has diverted company direction to retain customer e-loyalty. Customer loyalty is becoming an area of great interest for companies and customer loyalty has a direct impact on the revenue and profitability of a company. With regard to customer loyalty’s importance, we investigate three main research problems that are the most important barriers for e-businesses to survival, which are customer too much switching, switching cost, and competition. To overcome this barriers: companies had to invest on building loyal customer in long- time relationship. Also, in this research, the influential factors of customer e-loyalty were investigated, which are e-satisfaction, e-trust, and e-quality. In this research, e-loyalty and e-satisfaction models are elaborated, then, with regard to limitations, the conceptual e-loyalty model are assumed that investigate the relationship between the e-satisfaction, e-trust, and e-quality as basic constructs of model as well as the relationship between each constructs and e-loyalty. In this study, quantitative research is best to this thesis because of linear structure between e-loyalty and its constructs. In addition, research purpose and research questions indicate that this thesis is primarily exploratory then descriptive. Since the aim of this research is to investigate the relationship of variables and to test some predefined hypothesizes among a number of e-stores, survey is selected as research strategy. The aim of this research is to identify influential factors of customer e-loyalty in Iranian e-stores which are focus on selling Book and CDs. Thus, the sample of this survey consists of online buyers who have deals with three e-stores. The names of e-stores were considered anonymous due to owner's request since they feel free to give us customer's information. Moreover, the size of the population under this study is the sample size that has been determined 280 under formula: still, 352 questionnaires were gathered out which 322 were eventually accepted. The result of this research shows that delivery time, distribution system, specific invoice as well as convenience and flexibility of online shopping is very underlying factor of e-satisfaction from customer point of view. In addition, giving Personal Data, Reliable information, Credit card information, and having Physical location have a very influential effect on E-trust from customer point of view. Also, e-stores brand name as well as previous user’s recommendations is the most underling factors which bring about good word of mouth and finally lead to trust in online shopping. Moreover, Experience of members in communities and chartrooms leads to developing E-trust among members. Besides, need fulfillment, advertisement / promotions, and customized attention are the influential factors of E-quality from customer perspective. Also, sending reminder, relevant information, and share of business with customer are the most underlying factors which affect cultivation and increase customer attention in online shopping and consequently increase e-quality. Moreover, one-stop shop and carry a wide selection of products are the most prominent issues which lead to e-quality. In conclusion, all factors which increase E-satisfaction and E-quality lead to e-loyalty so E-satisfaction as well as E-quality considered as two influential factors of customer E-loyalty. Also, since significant relationship between E-trust with E-loyalty and E-satisfaction rejected, we can say that preparing e-trust solely has no effect on E-loyalty and E-satisfaction. In other words, trust is sufficient condition for any e-business for transactions with customer which is not lead to e-loyalty, exclusively. Beside, since there is significant and positive relationship between E-trust and E-quality, and because E-quality has direct effect on E-satisfaction and E-loyalty, we can conclude that E-trust in companion with E-quality will lead to E-satisfaction and E-loyalty.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, E-loyalty, E-satisfaction, E-trust, E-quality
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-55274ISRN: LTU-PB-EX--10/007--SELocal ID: c285ab50-2b32-42df-9bd8-fea33bd1414dOAI: diva2:1028656
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

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