analyzing mediators of the customer satisfaction - loyalty relation in internet retailing

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ID: 170620
2014
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Abstract
This study explores the customer satisfaction – loyalty relation in the context of online shopping by introducing various mediators, such as trust, attitude, hedonic value, and utilitarian value. For data collection, we used an online consumer survey in relation to Internet retailing. In this paper we found empirical evidence that loyalty and satisfaction have a reciprocal relationship, but that mediators exist between satisfaction and loyalty. The findings of this study have consequences for customer relationship management, particularly in terms of retention, of the satisfied consumers in an e-shopping environment.
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vinerean2014expertanalyzing Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors ;Simona VINEREAN;Alin OPREANA
Journal forest ecology and management
Year 2014
DOI
DOI not found
URL
http://marketing.expertjournals.com/wp-content/uploads/EJM_201vinerean2014pp1-14.pdf
Keywords
attitude customer satisfaction mediation trust marketing distribution of products

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