An empirical study of E-loyalty development process from the E-service quality experience: Testing the Etaliq scale

Honglei Li, Cemal Tevrizci, Nnanyelugo Aham-Anyanwu

Research output: Contribution to conferencePosterpeer-review

Abstract

This research aims to investigate the process and factors for developing customer loyalty through eservice quality experience. Based on previous studies on e-loyalty and loyalty, we developed an integrated model of e-loyalty antecedent factors by testing the eTailQ scale including website quality, security/privacy, value perception, reliability and customer support which are mediated through trust and satisfaction. Data was collected from 140 e-commerce users and analyzed with Lisrel 8.8. The analysis result demonstrated that eTailQ scale is effective in developing customer loyalty and both satisfaction and trust has played important roles in shaping the e-loyalty development process. However, contradictory to the traditional loyalty study, customer support does not play a significant role in e-loyalty development process.
Original languageEnglish
Publication statusPublished - 26 Jun 2014
Event18th Pacific Asia Conference on Information Systems - Chengdu, China
Duration: 26 Jun 2014 → …
http://pacis2014.org/

Conference

Conference18th Pacific Asia Conference on Information Systems
Period26/06/14 → …
Internet address

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