Antecedents to website satisfaction, loyalty, and word-of-mouth

Brent Lynn Selby Coker

36 citations0/0 files storedJournal of Information Systems and Technology Management

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Customer Service Quality and Loyalty Digital Marketing and Social Media Technology Adoption and User Behaviour

Abstract

Satisfaction, loyalty, and likelihood of referral are regarded by marketers and the Big Three diagnostics leading to retail profitability. However, as yet no-one has developed a model to capture all three of these constructs in the context of the internet. Moreover, although several attempts have been made to develop models to measure quality of website experience, no-one has sought to develop an instrument short enough to be of practical use as a quick customer satisfaction feedback form. In this research we sought to fill this void by developing and psychometrically testing a parsimonious model to capture the Big Three diagnostics, brief enough to be used in a commercial environment as a modal popup feedback form.

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References

2003Trust and TAM in Online Shopping: An Integrated Model1 1994Customer Loyalty: Toward an Integrated Conceptual Framework 1993The Antecedents and Consequences of Customer Satisfaction for Firms 1997Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces 1998Customer Satisfaction and Word of Mouth 2003Customer satisfaction and loyalty in online and offline environments 2002Key dimensions of business-to-consumer web sites 2006eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty

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2020The Effect of Service Quality and Product Diversity on Customer Loyalty: The Role of Customer Satisfaction and Word of Mouth 2017Modelling web-based library service quality and user loyalty in the context of a developing country 2021Konseptualisasi Peran Strategis pada Pendidikan Literasi Keuangan Syariah Anak Melalui Pendekatan Systematic Review di TK RA Al-Mu’min Gunung Putri 2021Insights and anatomy of brand experience in app-based retailing (eRBX): Critical play of physical evidence and enjoyment

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