IDEAS home Printed from https://ideas.repec.org/a/sae/vision/v5y2001i1_supplp14-23.html
   My bibliography  Save this article

What Makes People Visit Internet Stores Again? Customer Loyalty for Purchase Involvements for Electronic Commerce

Author

Listed:
  • Jinwoo Kim

    (Department of Business, Yonsei University, Seoul, 120–749, Korea  jinwoo@yonsei.ac.kr)

  • Jungwon Lee

    (Department of Business, Yonsei University, Seoul, 120–749, Korea)

  • Jae Yun Moon

    (Department of Business, Yonsei University, Seoul, 120–749, Korea)

Abstract

Retaining customer loyalty is crucial in electronic commerce because the value of an Internet store is largely determined by the number of its loyal customers. This paper proposes a multi-phased model of customer loyalty for Internet shopping, which takes the characteristics of the Internet and cyber shopping into consideration. In order to validate the model, we conducted a web-based survey of the customers of various Internet stores, and the data was processed using structural equation modeling analysis. The results indicate that several factors can effectively increase customer loyalty towards an Internet store and that the relative importance of the identified factors varies according to the level of involvement with the product purchased through the store. We suggest several managerial implications in developing Internet stores for higher customer loyalty based on these results.

Suggested Citation

  • Jinwoo Kim & Jungwon Lee & Jae Yun Moon, 2001. "What Makes People Visit Internet Stores Again? Customer Loyalty for Purchase Involvements for Electronic Commerce," Vision, , vol. 5(1_suppl), pages 14-23, January.
  • Handle: RePEc:sae:vision:v:5:y:2001:i:1_suppl:p:14-23
    DOI: 10.1177/09722629010050S103
    as

    Download full text from publisher

    File URL: https://journals.sagepub.com/doi/10.1177/09722629010050S103
    Download Restriction: no

    File URL: https://libkey.io/10.1177/09722629010050S103?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Ha, Young-Won & Hoch, Stephen J, 1989. "Ambiguity, Processing Strategy, and Advertising-Evidence Interactions," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 16(3), pages 354-360, December.
    2. J. Yannis Bakos, 1997. "Reducing Buyer Search Costs: Implications for Electronic Marketplaces," Management Science, INFORMS, vol. 43(12), pages 1676-1692, December.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anindya Ghose & Avi Goldfarb & Sang Pil Han, 2013. "How Is the Mobile Internet Different? Search Costs and Local Activities," Information Systems Research, INFORMS, vol. 24(3), pages 613-631, September.
    2. Oliver Hinz & Jochen Eckert, 2010. "The Impact of Search and Recommendation Systems on Sales in Electronic Commerce," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 2(2), pages 67-77, April.
    3. Zhu, Hongwei & Madnick, Stuart & Siegel, Michael, 2003. "Global Comparison Aggregation Services," Working papers 4410-02, Massachusetts Institute of Technology (MIT), Sloan School of Management.
    4. Edgardo Arturo Ayala Gaytán, 2009. "Social network externalities and price dispersion in online markets," Ensayos Revista de Economia, Universidad Autonoma de Nuevo Leon, Facultad de Economia, vol. 0(2), pages 1-28, November.
    5. Andrei Hagiu & Julian Wright, 2015. "Marketplace or Reseller?," Management Science, INFORMS, vol. 61(1), pages 184-203, January.
    6. Alexandre de Corniere, 2013. "Search Advertising," Economics Series Working Papers 649, University of Oxford, Department of Economics.
    7. Jing Wang & Jay In Oh, 2023. "Factors Influencing Consumers’ Continuous Purchase Intentions on TikTok: An Examination from the Uses and Gratifications (U&G) Theory Perspective," Sustainability, MDPI, vol. 15(13), pages 1-19, June.
    8. Sengupta Anirban & Wiggins Steven N., 2012. "Comparing Price Dispersion on and off the Internet Using Airline Transaction Data," Review of Network Economics, De Gruyter, vol. 11(1), pages 1-38, March.
    9. Ting Li & Robert J. Kauffman & Eric van Heck & Peter Vervest & Benedict G. C. Dellaert, 2014. "Consumer Informedness and Firm Information Strategy," Information Systems Research, INFORMS, vol. 25(2), pages 345-363, June.
    10. Malin Sundström & Anita Radon, 2015. "Utilizing The Concept Of Convenience As A Business Opportunity In Emerging Markets," Organizations and Markets in Emerging Economies, Faculty of Economics, Vilnius University, vol. 6(2).
    11. Jang, Moonkyoung & Baek, Hyunmi & Kim, Seongcheol, 2021. "Movie characteristics as determinants of download-to-own performance in the Korean video-on-demand market," Telecommunications Policy, Elsevier, vol. 45(7).
    12. Radkevitch, U.L. & van Heck, H.W.G.M. & Koppius, O.R., 2008. "Coping with Costly Bid Evaluation in Online Reverse Auctions for IT Services," ERIM Report Series Research in Management ERS-2008-039-LIS, Erasmus Research Institute of Management (ERIM), ERIM is the joint research institute of the Rotterdam School of Management, Erasmus University and the Erasmus School of Economics (ESE) at Erasmus University Rotterdam.
    13. Scott, Stephanie & Hughes, Paul & Hodgkinson, Ian & Kraus, Sascha, 2019. "Technology adoption factors in the digitization of popular culture: Analyzing the online gambling market," Technological Forecasting and Social Change, Elsevier, vol. 148(C).
    14. Jeonghye Choi & David R. Bell & Leonard M. Lodish, 2012. "Traditional and IS-Enabled Customer Acquisition on the Internet," Management Science, INFORMS, vol. 58(4), pages 754-769, April.
    15. Childers, Terry L. & Kaufman-Scarborough, Carol, 2009. "Expanding opportunities for online shoppers with disabilities," Journal of Business Research, Elsevier, vol. 62(5), pages 572-578, May.
    16. Tianle Song, 2022. "Quality Disclosure and Product Selection," Journal of Industrial Economics, Wiley Blackwell, vol. 70(2), pages 323-346, June.
    17. Li, Chen & Swaminathan, Srinivasan & Kim, Junhee, 2021. "The role of marketing channels in consumers’ promotional point redemption decisions," Journal of Business Research, Elsevier, vol. 125(C), pages 314-323.
    18. Ross Niswanger & Eric Walden, 2022. "Quantity bias in comparison-shopping of multi-item baskets," PLOS ONE, Public Library of Science, vol. 17(2), pages 1-19, February.
    19. Grewal, Dhruv & Iyer, Gopalkrishnan R. & Krishnan, R. & Sharma, Arun, 2003. "The Internet and the price-value-loyalty chain," Journal of Business Research, Elsevier, vol. 56(5), pages 391-398, May.
    20. Eric Clemons & Lorin Hitt & Bin Gu & Matt Thatcher & Bruce Weber, 2002. "Impacts of e-Commerce and Enhanced Information Endowments on Financial Services: A Quantitative Analysis of Transparency, Differential Pricing, and Disintermediation," Journal of Financial Services Research, Springer;Western Finance Association, vol. 22(1), pages 73-90, August.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:vision:v:5:y:2001:i:1_suppl:p:14-23. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.