Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism

Detalhes bibliográficos
Autor(a) principal: Pereira, H.
Data de Publicação: 2016
Outros Autores: Salgueiro, M. F., Rita, P.
Tipo de documento: Artigo
Idioma: eng
Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
Texto Completo: http://hdl.handle.net/10071/11011
Resumo: The purpose of this research is to investigate the impact of four online purchase determinants (website image, routine, website knowledge and innovativeness) on customer loyalty and the mediating effect of customer satisfaction within the context of e-commerce. The research model is tested using data collected from 3188 regular buyers of the national leader in the sector being studied. The statistical analyses were conducted within the Structural Equation Modeling framework. Results show that there is a complete mediating effect of e-customer satisfaction in the relationship between three online purchase determinants (website image, online routine and website knowledge) and e-customer loyalty. The research results provide an important insight into how e-companies can pursuit and use delight to highlight customers' loyalty. These results allow for a better understanding of customer specificities, with practical actions aimed at their real needs and expectations.
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spelling Online purchase determinants of loyalty: the mediating effect of satisfaction in tourismE-commerceOnline LoyaltyOnline customer satisfactionWebsite imageOnline routineWebsite knowledgeInnovativenessStructural Equation ModelingThe purpose of this research is to investigate the impact of four online purchase determinants (website image, routine, website knowledge and innovativeness) on customer loyalty and the mediating effect of customer satisfaction within the context of e-commerce. The research model is tested using data collected from 3188 regular buyers of the national leader in the sector being studied. The statistical analyses were conducted within the Structural Equation Modeling framework. Results show that there is a complete mediating effect of e-customer satisfaction in the relationship between three online purchase determinants (website image, online routine and website knowledge) and e-customer loyalty. The research results provide an important insight into how e-companies can pursuit and use delight to highlight customers' loyalty. These results allow for a better understanding of customer specificities, with practical actions aimed at their real needs and expectations.Elsevier2016-03-04T10:29:17Z2016-01-01T00:00:00Z20162019-03-28T16:19:44Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/11011eng0969-698910.1016/j.jretconser.2016.01.003Pereira, H.Salgueiro, M. F.Rita, P.info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:40:42Zoai:repositorio.iscte-iul.pt:10071/11011Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:18:50.909868Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse
dc.title.none.fl_str_mv Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
title Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
spellingShingle Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
Pereira, H.
E-commerce
Online Loyalty
Online customer satisfaction
Website image
Online routine
Website knowledge
Innovativeness
Structural Equation Modeling
title_short Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
title_full Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
title_fullStr Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
title_full_unstemmed Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
title_sort Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism
author Pereira, H.
author_facet Pereira, H.
Salgueiro, M. F.
Rita, P.
author_role author
author2 Salgueiro, M. F.
Rita, P.
author2_role author
author
dc.contributor.author.fl_str_mv Pereira, H.
Salgueiro, M. F.
Rita, P.
dc.subject.por.fl_str_mv E-commerce
Online Loyalty
Online customer satisfaction
Website image
Online routine
Website knowledge
Innovativeness
Structural Equation Modeling
topic E-commerce
Online Loyalty
Online customer satisfaction
Website image
Online routine
Website knowledge
Innovativeness
Structural Equation Modeling
description The purpose of this research is to investigate the impact of four online purchase determinants (website image, routine, website knowledge and innovativeness) on customer loyalty and the mediating effect of customer satisfaction within the context of e-commerce. The research model is tested using data collected from 3188 regular buyers of the national leader in the sector being studied. The statistical analyses were conducted within the Structural Equation Modeling framework. Results show that there is a complete mediating effect of e-customer satisfaction in the relationship between three online purchase determinants (website image, online routine and website knowledge) and e-customer loyalty. The research results provide an important insight into how e-companies can pursuit and use delight to highlight customers' loyalty. These results allow for a better understanding of customer specificities, with practical actions aimed at their real needs and expectations.
publishDate 2016
dc.date.none.fl_str_mv 2016-03-04T10:29:17Z
2016-01-01T00:00:00Z
2016
2019-03-28T16:19:44Z
dc.type.status.fl_str_mv info:eu-repo/semantics/publishedVersion
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv http://hdl.handle.net/10071/11011
url http://hdl.handle.net/10071/11011
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv 0969-6989
10.1016/j.jretconser.2016.01.003
dc.rights.driver.fl_str_mv info:eu-repo/semantics/openAccess
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Elsevier
publisher.none.fl_str_mv Elsevier
dc.source.none.fl_str_mv reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron:RCAAP
instname_str Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
instacron_str RCAAP
institution RCAAP
reponame_str Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
collection Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
repository.name.fl_str_mv Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação
repository.mail.fl_str_mv
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