Factors that impact the e-consumer loyalty
Autor(a) principal: | |
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Data de Publicação: | 2018 |
Outros Autores: | , , , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Institucional da UFMG |
Texto Completo: | http://dx.doi.org/10.21714/2179-8834/2018v23n2p23-42 http://hdl.handle.net/1843/55099 |
Resumo: | The objective of this study was to identify and analyze the different attributes that can be considered as important by e-consumers for the process of loyalty with e- commerce available in the market. To do so, quantitative survey was conducted with 160 people through an online survey. The data collected were analyzed with the help of SPSS and SmartPLS software. Among the main results, we highlight the fact that the most important factor in the loyalty process is related to the trust of the site, and that design influences the purchasing experience. In addition, the better the Post purchase experience, the better the purchasing experience, and purchasing experience and trust are important aspects for e-consumer loyalty. The main contribution of this research is the collaboration in the clear understanding of which are the most influential aspects in the loyalty process is the virtual commerce entrepreneurs in the sector. |
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2023-06-19T14:29:51Z2023-06-19T14:29:51Z20182322342http://dx.doi.org/10.21714/2179-8834/2018v23n2p23-4221798834http://hdl.handle.net/1843/55099The objective of this study was to identify and analyze the different attributes that can be considered as important by e-consumers for the process of loyalty with e- commerce available in the market. To do so, quantitative survey was conducted with 160 people through an online survey. The data collected were analyzed with the help of SPSS and SmartPLS software. Among the main results, we highlight the fact that the most important factor in the loyalty process is related to the trust of the site, and that design influences the purchasing experience. In addition, the better the Post purchase experience, the better the purchasing experience, and purchasing experience and trust are important aspects for e-consumer loyalty. The main contribution of this research is the collaboration in the clear understanding of which are the most influential aspects in the loyalty process is the virtual commerce entrepreneurs in the sector.O objetivo deste estudo foi identificar e analisar os diferentes atributos que podem ser considerados como importantes pelos e-consumidores para o processo de lealdade com os e-commerce disponíveis no mercado. Para tanto, uma pesquisa quantitativa foi realizada com 160 pessoas por meio de um survey online. Os dados coletados foram analisados com o auxílio dos softwares SPSS e SmartPLS. Dentre os principais resultados, destaca-se que o fator que mais provavelmente impacta experiência de compra é design e a experiência de compra é o que mais impacta em lealdade. Além disso, quanto melhor o pós-vendas, melhor é a experiência de compra, sendo que a experiência de compra e confiabilidade são aspectos importantes para a lealdade do e-consumidor. Por outro lado, design e preço não demonstraram influenciar na lealdade dos e-consumidores. A principal contribuição desta pesquisa é a colaboração na compreensão mais clara de quais sejam os aspectos mais influentes no processo de lealdade para os empresários atuantes no setor de comércio virtual.engUniversidade Federal de Minas GeraisUFMGBrasilFCE - DEPARTAMENTO DE CIÊNCIAS ADMINISTRATIVASReunaComércio eletrônicoComportamento do consumidorConsumo (Economia)E-commerceConsumer behaviorLoyaltyFactors that impact the e-consumer loyaltyFatores que influenciam na lealdade do e-consumidorinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttp://revistas.una.br/index.php/reuna/article/view/1023Tadeu Ataíde Arantes GuedesMarlusa de Sevilha GoslingSolange Riveli de OliveiraIury Teixeira de Sevilha GoslingKelly Cristine Oliveira Meirainfo:eu-repo/semantics/openAccessreponame:Repositório Institucional da UFMGinstname:Universidade Federal de Minas Gerais (UFMG)instacron:UFMGLICENSELicense.txtLicense.txttext/plain; charset=utf-82042https://repositorio.ufmg.br/bitstream/1843/55099/1/License.txtfa505098d172de0bc8864fc1287ffe22MD51ORIGINALFACTORS THAT IMPACT THE E-CONSUMER LOYALTY.pdfFACTORS THAT IMPACT THE E-CONSUMER LOYALTY.pdfapplication/pdf426606https://repositorio.ufmg.br/bitstream/1843/55099/2/FACTORS%20THAT%20IMPACT%20THE%20E-CONSUMER%20LOYALTY.pdf2baa1b78f87060f19a47175fe2945c92MD521843/550992023-06-19 11:29:52.533oai:repositorio.ufmg.br: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Repositório de PublicaçõesPUBhttps://repositorio.ufmg.br/oaiopendoar:2023-06-19T14:29:52Repositório Institucional da UFMG - Universidade Federal de Minas Gerais (UFMG)false |
dc.title.pt_BR.fl_str_mv |
Factors that impact the e-consumer loyalty |
dc.title.alternative.pt_BR.fl_str_mv |
Fatores que influenciam na lealdade do e-consumidor |
title |
Factors that impact the e-consumer loyalty |
spellingShingle |
Factors that impact the e-consumer loyalty Tadeu Ataíde Arantes Guedes E-commerce Consumer behavior Loyalty Comércio eletrônico Comportamento do consumidor Consumo (Economia) |
title_short |
Factors that impact the e-consumer loyalty |
title_full |
Factors that impact the e-consumer loyalty |
title_fullStr |
Factors that impact the e-consumer loyalty |
title_full_unstemmed |
Factors that impact the e-consumer loyalty |
title_sort |
Factors that impact the e-consumer loyalty |
author |
Tadeu Ataíde Arantes Guedes |
author_facet |
Tadeu Ataíde Arantes Guedes Marlusa de Sevilha Gosling Solange Riveli de Oliveira Iury Teixeira de Sevilha Gosling Kelly Cristine Oliveira Meira |
author_role |
author |
author2 |
Marlusa de Sevilha Gosling Solange Riveli de Oliveira Iury Teixeira de Sevilha Gosling Kelly Cristine Oliveira Meira |
author2_role |
author author author author |
dc.contributor.author.fl_str_mv |
Tadeu Ataíde Arantes Guedes Marlusa de Sevilha Gosling Solange Riveli de Oliveira Iury Teixeira de Sevilha Gosling Kelly Cristine Oliveira Meira |
dc.subject.por.fl_str_mv |
E-commerce Consumer behavior Loyalty |
topic |
E-commerce Consumer behavior Loyalty Comércio eletrônico Comportamento do consumidor Consumo (Economia) |
dc.subject.other.pt_BR.fl_str_mv |
Comércio eletrônico Comportamento do consumidor Consumo (Economia) |
description |
The objective of this study was to identify and analyze the different attributes that can be considered as important by e-consumers for the process of loyalty with e- commerce available in the market. To do so, quantitative survey was conducted with 160 people through an online survey. The data collected were analyzed with the help of SPSS and SmartPLS software. Among the main results, we highlight the fact that the most important factor in the loyalty process is related to the trust of the site, and that design influences the purchasing experience. In addition, the better the Post purchase experience, the better the purchasing experience, and purchasing experience and trust are important aspects for e-consumer loyalty. The main contribution of this research is the collaboration in the clear understanding of which are the most influential aspects in the loyalty process is the virtual commerce entrepreneurs in the sector. |
publishDate |
2018 |
dc.date.issued.fl_str_mv |
2018 |
dc.date.accessioned.fl_str_mv |
2023-06-19T14:29:51Z |
dc.date.available.fl_str_mv |
2023-06-19T14:29:51Z |
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/1843/55099 |
dc.identifier.doi.pt_BR.fl_str_mv |
http://dx.doi.org/10.21714/2179-8834/2018v23n2p23-42 |
dc.identifier.issn.pt_BR.fl_str_mv |
21798834 |
url |
http://dx.doi.org/10.21714/2179-8834/2018v23n2p23-42 http://hdl.handle.net/1843/55099 |
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21798834 |
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eng |
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eng |
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Reuna |
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openAccess |
dc.publisher.none.fl_str_mv |
Universidade Federal de Minas Gerais |
dc.publisher.initials.fl_str_mv |
UFMG |
dc.publisher.country.fl_str_mv |
Brasil |
dc.publisher.department.fl_str_mv |
FCE - DEPARTAMENTO DE CIÊNCIAS ADMINISTRATIVAS |
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Universidade Federal de Minas Gerais |
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reponame:Repositório Institucional da UFMG instname:Universidade Federal de Minas Gerais (UFMG) instacron:UFMG |
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UFMG |
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UFMG |
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Repositório Institucional da UFMG |
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Repositório Institucional da UFMG |
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