An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty
Internet has changed the way retailers do their business. They have gone electronic and are now termed as e-retailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if e-retailers provide good information and system quality to their cons...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Vilnius Gediminas Technical University
2017-08-01
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| Series: | Business: Theory and Practice |
| Subjects: | |
| Online Access: | https://journals.vgtu.lt/index.php/BTP/article/view/8161 |
| _version_ | 1797334902502326272 |
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| author | Souvik Roy Amar Raju Santanu Mandal |
| author_facet | Souvik Roy Amar Raju Santanu Mandal |
| author_sort | Souvik Roy |
| collection | DOAJ |
| description | Internet has changed the way retailers do their business. They have gone electronic and are now termed as e-retailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if e-retailers provide good information and system quality to their consumers and in turn show agility to resolve their issues, e-retailers may develop loyal customers. In our study, we propose a model to provide understanding of this process by studying the antecedents and consequences of e-retailers’ agility. Partial least squares were used for testing the proposed relationships. The empirical findings based on 222 completed responses suggest that information quality and system quality of e-retailer website can be a factor in consumers perceiving e-retailers to be agile. Also, this results in customer loyalty. |
| first_indexed | 2024-03-08T08:27:59Z |
| format | Article |
| id | doaj.art-f9a1e7afcf144ac8970cb505d5951c5b |
| institution | Directory Open Access Journal |
| issn | 1648-0627 1822-4202 |
| language | English |
| last_indexed | 2024-03-08T08:27:59Z |
| publishDate | 2017-08-01 |
| publisher | Vilnius Gediminas Technical University |
| record_format | Article |
| series | Business: Theory and Practice |
| spelling | doaj.art-f9a1e7afcf144ac8970cb505d5951c5b2024-02-02T04:18:10ZengVilnius Gediminas Technical UniversityBusiness: Theory and Practice1648-06271822-42022017-08-011810.3846/btp.2017.01114797An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyaltySouvik Roy0Amar Raju1Santanu Mandal2Department of Marketing and Strategy, Faculty, IFHE University, IFHE Campus, Dontanapally, Shankerpalli Mandal, RR District, A.P.-501203, IndiaDepartment of Marketing and Strategy, Faculty, IFHE University, IFHE Campus, Dontanapally, Shankerpalli Mandal, RR District, A.P.-501203, IndiaDepartment of Operations and IT, Faculty, IFHE University, E-104, IFHE Campus, Dontanapally, Shankerpalli Mandal, RR District, A.P.-501203, IndiaInternet has changed the way retailers do their business. They have gone electronic and are now termed as e-retailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if e-retailers provide good information and system quality to their consumers and in turn show agility to resolve their issues, e-retailers may develop loyal customers. In our study, we propose a model to provide understanding of this process by studying the antecedents and consequences of e-retailers’ agility. Partial least squares were used for testing the proposed relationships. The empirical findings based on 222 completed responses suggest that information quality and system quality of e-retailer website can be a factor in consumers perceiving e-retailers to be agile. Also, this results in customer loyalty.https://journals.vgtu.lt/index.php/BTP/article/view/8161retailers’ agilityconsumer engagementonline reviewselectronic word of mouthloyaltycommitment |
| spellingShingle | Souvik Roy Amar Raju Santanu Mandal An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty Business: Theory and Practice retailers’ agility consumer engagement online reviews electronic word of mouth loyalty commitment |
| title | An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty |
| title_full | An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty |
| title_fullStr | An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty |
| title_full_unstemmed | An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty |
| title_short | An empirical investigation on e-retailer agility, customer satisfaction, commitment and loyalty |
| title_sort | empirical investigation on e retailer agility customer satisfaction commitment and loyalty |
| topic | retailers’ agility consumer engagement online reviews electronic word of mouth loyalty commitment |
| url | https://journals.vgtu.lt/index.php/BTP/article/view/8161 |
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