Manzoor kalwaar - Academia.edu (original) (raw)
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Purpose – The purpose of this paper is to investigate e-tail store attributes that develop custom... more Purpose – The purpose of this paper is to investigate e-tail store attributes that develop customers’
positive perceptions of e-tail store image, and determines whether or not they develop a sense of
loyalty to an e-tailer.
Design/methodology/approach – Acknowledging the importance of customer retention, this
paper is designed to examine e-customer loyalty intentions toward the e-tailer. To understand the
concept of loyalty toward an e-tailer, this study focuses on the importance of the final stage of the
customer decision-making process: post-purchase evaluation. This paper develops a model that
describes the extent to which e-tail store image (derived from a set of e-tail store attributes) indicates
patronage intentions and finally predicts customer loyalty. We use the structural equation modeling to
test the model and hypotheses.
Findings – Results in this paper indicate that e-tail store image is derived from e-merchandise,
e-service, and e-shopping atmosphere attributes, all of which support the way consumers shop. A
favorable e-tail store image positively influences e-patronage intentions, which thus leads to e-loyalty.
Originality/value – The research in this paper provides a conceptual model that will help e-retailers
better articulate how and why consumers may be e-loyal shoppers. Second, the research identifies
attributes, unique to online shopping that serve as the basis for conceptualizing e-tail image as a
second order factor.
Keywords Services, Electronic commerce, Customer loyalty, United States of America
Purpose – The purpose of this paper is to investigate e-tail store attributes that develop custom... more Purpose – The purpose of this paper is to investigate e-tail store attributes that develop customers’
positive perceptions of e-tail store image, and determines whether or not they develop a sense of
loyalty to an e-tailer.
Design/methodology/approach – Acknowledging the importance of customer retention, this
paper is designed to examine e-customer loyalty intentions toward the e-tailer. To understand the
concept of loyalty toward an e-tailer, this study focuses on the importance of the final stage of the
customer decision-making process: post-purchase evaluation. This paper develops a model that
describes the extent to which e-tail store image (derived from a set of e-tail store attributes) indicates
patronage intentions and finally predicts customer loyalty. We use the structural equation modeling to
test the model and hypotheses.
Findings – Results in this paper indicate that e-tail store image is derived from e-merchandise,
e-service, and e-shopping atmosphere attributes, all of which support the way consumers shop. A
favorable e-tail store image positively influences e-patronage intentions, which thus leads to e-loyalty.
Originality/value – The research in this paper provides a conceptual model that will help e-retailers
better articulate how and why consumers may be e-loyal shoppers. Second, the research identifies
attributes, unique to online shopping that serve as the basis for conceptualizing e-tail image as a
second order factor.
Keywords Services, Electronic commerce, Customer loyalty, United States of America