E-store loyalty: Longitudinal comparison of website usefulness and satisfaction
Customer loyalty is vital to the survival of online stores. Many cross-sectional studies have shown that e-store loyalty is strongly affected by perceived website usefulness (PU) and satisfaction with a purchase experience. By its very nature, loyalty develops cumulatively over multiple purchases. Y...
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| Format: | Journal Article |
| Sprache: | English |
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2018
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| Online Zugang: | https://hdl.handle.net/10356/89041 http://hdl.handle.net/10220/44776 |
| _version_ | 1826111978378100736 |
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| author | Pee, Loo Geok Jiang, James Klein, Gary |
| author2 | Wee Kim Wee School of Communication and Information |
| author_facet | Wee Kim Wee School of Communication and Information Pee, Loo Geok Jiang, James Klein, Gary |
| author_sort | Pee, Loo Geok |
| collection | NTU |
| description | Customer loyalty is vital to the survival of online stores. Many cross-sectional studies have shown that e-store loyalty is strongly affected by perceived website usefulness (PU) and satisfaction with a purchase experience. By its very nature, loyalty develops cumulatively over multiple purchases. Yet, our understanding of how longitudinal changes in PU and satisfaction influence the development of (i.e., change in) loyalty remains limited. Drawing upon the information-processing perspective and experiential perspective of customer evaluation, this study shows that PU has a stronger effect on loyalty in the first purchase. In subsequent purchases, PU changes less (i.e., is more stable) than satisfaction. Furthermore, change in satisfaction has a stronger effect in the development of (i.e., change in) loyalty. This study extends research by clarifying the differential longitudinal changes and effects of two important antecedents of e-store loyalty. For practitioners, the findings suggest a longitudinal approach to initiate and nurture e-store loyalty that focuses on clarifying the usefulness of website to new customers, while increasing the satisfaction of returning customers. |
| first_indexed | 2024-10-01T02:59:23Z |
| format | Journal Article |
| id | ntu-10356/89041 |
| institution | Nanyang Technological University |
| language | English |
| last_indexed | 2024-10-01T02:59:23Z |
| publishDate | 2018 |
| record_format | dspace |
| spelling | ntu-10356/890412020-03-07T12:15:50Z E-store loyalty: Longitudinal comparison of website usefulness and satisfaction Pee, Loo Geok Jiang, James Klein, Gary Wee Kim Wee School of Communication and Information E-store Loyalty Experiential Evaluation Customer loyalty is vital to the survival of online stores. Many cross-sectional studies have shown that e-store loyalty is strongly affected by perceived website usefulness (PU) and satisfaction with a purchase experience. By its very nature, loyalty develops cumulatively over multiple purchases. Yet, our understanding of how longitudinal changes in PU and satisfaction influence the development of (i.e., change in) loyalty remains limited. Drawing upon the information-processing perspective and experiential perspective of customer evaluation, this study shows that PU has a stronger effect on loyalty in the first purchase. In subsequent purchases, PU changes less (i.e., is more stable) than satisfaction. Furthermore, change in satisfaction has a stronger effect in the development of (i.e., change in) loyalty. This study extends research by clarifying the differential longitudinal changes and effects of two important antecedents of e-store loyalty. For practitioners, the findings suggest a longitudinal approach to initiate and nurture e-store loyalty that focuses on clarifying the usefulness of website to new customers, while increasing the satisfaction of returning customers. Accepted version 2018-05-10T08:01:27Z 2019-12-06T17:16:35Z 2018-05-10T08:01:27Z 2019-12-06T17:16:35Z 2018 Journal Article Pee, L. G., Jiang, J., & Klein, G. (2018). E-store loyalty: Longitudinal comparison of website usefulness and satisfaction. International Journal of Market Research, in press. 1470-7853 https://hdl.handle.net/10356/89041 http://hdl.handle.net/10220/44776 10.1177/1470785317752045 en International Journal of Market Research © 2018 The Author(s). This is the author created version of a work that has been peer reviewed and accepted for publication by International Journal of Market Research, SAGE Publications. It incorporates referee’s comments but changes resulting from the publishing process, such as copyediting, structural formatting, may not be reflected in this document. The published version is available at: [http://dx.doi.org/10.1177/1470785317752045]. 23 p. application/pdf |
| spellingShingle | E-store Loyalty Experiential Evaluation Pee, Loo Geok Jiang, James Klein, Gary E-store loyalty: Longitudinal comparison of website usefulness and satisfaction |
| title | E-store loyalty: Longitudinal comparison of website usefulness and satisfaction |
| title_full | E-store loyalty: Longitudinal comparison of website usefulness and satisfaction |
| title_fullStr | E-store loyalty: Longitudinal comparison of website usefulness and satisfaction |
| title_full_unstemmed | E-store loyalty: Longitudinal comparison of website usefulness and satisfaction |
| title_short | E-store loyalty: Longitudinal comparison of website usefulness and satisfaction |
| title_sort | e store loyalty longitudinal comparison of website usefulness and satisfaction |
| topic | E-store Loyalty Experiential Evaluation |
| url | https://hdl.handle.net/10356/89041 http://hdl.handle.net/10220/44776 |
| work_keys_str_mv | AT peeloogeok estoreloyaltylongitudinalcomparisonofwebsiteusefulnessandsatisfaction AT jiangjames estoreloyaltylongitudinalcomparisonofwebsiteusefulnessandsatisfaction AT kleingary estoreloyaltylongitudinalcomparisonofwebsiteusefulnessandsatisfaction |