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| Author: | Otim, S. Grover, V. |
| Title: | An empirical study on Web-based services and customer loyalty |
| Journal: | European journal of information systems
2006 : DEC, VOL. 15:6, p. 527-541 |
| Index terms: | electronic commerce purchasing Internet service customers consumer behaviour loyalty |
| Freeterms: | e-commerce e-business WWW |
| Language: | eng |
| Abstract: | This paper examines Web-based (hereafter as: W-bd.) services (here as: srvs.) and the effects of three sets of factors: i. pre-purchase (as: pre-p.), ii. transaction-related (as: trns-rltd.), and iii. post-purchase (as: post-p.) srvs. on customer loyalty (as: c-lty.) in a business-to-consumer (B2C) environment. Based on the study's results, pre-p. srvs. supporting search and evaluation of products replete in e-commerce systems have limited effect on c-lty. Among trns-rltd. srvs., transparency of the billing mechanism positively impacts c-lty. Customers avoid any hidden costs associated with product acquisition. Post-p. srvs. consisting of support of order tracking, on-time delivery, and customer support positively influence c-lty. These findings imply that W-bd. stores need to pay more attention to post-p. srvs. in their strategy to retain customers. |
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