The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception

Li, Honglei, Aham-Anyanwu, Nnanyelugo, Tevrizci, Cemal and Luo, Xin (2015) The interplay between value and service quality experience: e-loyalty development process through the eTailQ scale and value perception. Electronic Commerce Research, 15 (4). pp. 585-615. ISSN 1389-5753

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PACIS 2014 E-Loyalty E-Satisfaction E-Trust 5_RLuo_July202015 No Track Change (2).docx - Accepted Version

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Official URL: http://dx.doi.org/10.1007/s10660-015-9202-7

Abstract

This research aims to investigate the process and factors relevant for developing customer e-loyalty from an e-service quality experience perspective. Based on previously published loyalty studies and e-commerce literature, an integrated model of e-loyalty development process is proposed by including and validating value perception and the e-service quality scale eTailQ scale. The eTailQ scale consists of website design, security/privacy, value perception, reliability and customer support and is mediated by the trust and satisfaction. Data was collected from 140 e-commerce users and analyzed with LISREL 8.8. The empirical results demonstrate that value perception and eTailQ scale are effective in developing customer loyalty and both e-satisfaction and e-trust have played important roles in shaping the e-loyalty development process. Contradictory to the traditional loyalty literature, this study unveils that customer support does not play a significant role in the e-loyalty development process. Theoretical and pragmatic implications are provided to help guide future research in the e-commerce domain.

Item Type: Article
Uncontrolled Keywords: ETailQ, E-service quality, E-satisfaction, E-loyalty, E-trust, website design, privacy, value perception
Subjects: G500 Information Systems
N500 Marketing
Department: Faculties > Engineering and Environment > Mathematics and Information Sciences
Depositing User: Nicola King
Date Deposited: 06 Oct 2015 13:49
Last Modified: 03 Nov 2016 15:03
URI: http://nrl.northumbria.ac.uk/id/eprint/23932

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