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| Author: | Anderson, R.E. Srinivasan, S.S. |
| Title: | E-satisfaction and e-loyalty: a contingency framework |
| Journal: | Psychology & Marketing
2003 : FEB, VOL. 20:2, p. 123-138 |
| Index terms: | Consumer behaviour Consumer satisfaction Electronic commerce Loyalty |
| Language: | eng |
| Abstract: | The impact of satisfaction on loyalty is investigated in the context of electronic commerce. The findings indicate that although e-satisfaction has an impact on e-loyalty, this relationship is moderated by following factors: 1) consumers' individual level factors and 2) firms' business level factors. |
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