Data analysis reveals e-satisfaction improves e-loyalty in online retail, suggesting key attributes like convenience matter.
This paper investigates the relationship among e-retailing attributes, e satisfaction, and e-loyalty. We identify five attributes (shopping convenience, product selection, informativeness, price, and customization) of e-retailing that potentially affect e-satisfaction and impact e-loyalty. Data collected from 238 online customers demonstrate that shopping convenience and informativeness except product selection, price and customization affect e-satisfaction and informativeness, price, and customization except shopping convenience and product selection impact e-loyalty. Also, the data show that e-satisfaction strongly affect e-loyalty.
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Kihan et al. (2008) studied this question.
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