Underlying Factors Influencing Consumers’ Trust and Loyalty in E-commerce

Wajeeha Aslam · Annas Hussain · Kashif Farhat · Imtiaz Arif

117 citations0/0 files storedBusiness Perspectives and Research

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Customer Service Quality and Loyalty Consumer Behavior and Marketing Influence Technology Adoption and User Behaviour

Abstract

Customer loyalty and trust are the key factors for long-term profitability and growth for organizations. Regardless of the rapid growth and popularity of the e-commerce, still companies face difficulties in gaining customer loyalty and trust ( Eid, 2011 ). Therefore, the aim of this study is to underlie the factors that gauge e-customer’s trust and e-customer loyalty in Business-to-Consumer (B2C) domain. The data were drawn via 5-point Likert scale adapted questionnaire from 328 respondents who had an experience of e-commerce, who were of working class, and were residing in major urban cities of Pakistan, that is, Karachi, Lahore, and Islamabad. Exploratory factor analysis, confirmatory factor analysis and structural equation modeling (SEM) were applied to test the hypotheses. The findings suggested that website user interface quality, information quality, awareness of e-commerce, and perceived privacy are significant predictors of e-customer trust (ECT) and in turn e-loyalty, whereas perceived security risk was found to have insignificant impact on ECT. This article contributes to enhance the determinants that have an influence in gaining customer trust and loyalty and provides interesting perspective of Pakistani consumers. The findings of the study are beneficial for the e-commerce industry in enhancing ECT and e-loyalty and help them in promoting their business online.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 117 citations exist upstream.

References

1989Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research 1988On the Evaluation of Structural Equation Models 1989User Acceptance of Computer Technology: A Comparison of Two Theoretical Models 2000A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies 1994The Commitment-Trust Theory of Relationship Marketing 1995An Integrative Model Of Organizational Trust 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

Cited by

2025The moderating role of personalized recommendations in the trust–satisfaction–loyalty relationship: an empirical study of AI-driven e-commerce 2022Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan 2024Consumers' attitudes and purchase intentions toward food ordering via online platforms 2021Examining the Impact of Trust on the e-Commerce Purchase Intentions of Young Consumers in Poland

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.