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Factors for Creating Online Customer Loyalty

Author

Listed:
  • Anamaria Baranov

    ("Dimitrie Cantemir" Christian University, Brasov,)

  • Liliana-Aurora Constantinescu

    ("Dimitrie Cantemir" Christian University, Brasov, Faculty of Finance, Banking and Accountancy)

Abstract

Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer loyalty is generated by many factors, which include satisfaction, service quality, customer expectations and complaints of the customer. Companies operating online need to take into account these factors to ensure that online customers are loyal and relationships with them are developed.

Suggested Citation

  • Anamaria Baranov & Liliana-Aurora Constantinescu, 2012. "Factors for Creating Online Customer Loyalty," Ovidius University Annals, Economic Sciences Series, Ovidius University of Constantza, Faculty of Economic Sciences, vol. 0(1), pages 804-807, May.
    • Handle: RePEc:ovi:oviste:v:xii:y:2012:i:12:p:804-807
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    More about this item

    Keywords

    online user; satisfaction; relationship; loyalty; expectations.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce
    • L86 - Industrial Organization - - Industry Studies: Services - - - Information and Internet Services; Computer Software
    • F10 - International Economics - - Trade - - - General

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