IDEAS home Printed from https://ideas.repec.org/a/bcp/journl/v9y2025issue-5p469-477.html

Click, Add to Cart, and Checkout: Unpacking E-Commerce Features Driving Loyalty among Online Users in Cauayan City, Isabela

Author

Listed:
  • Jacqueline S. Antalan, PhD.

    (College of Business and Management, Isabela State University, Cauayan Campus)

Abstract

This study explored the influence of e-commerce platform features on buyer loyalty and commitment, focusing on key elements such as perceived security, product categories, customer preferences, delivery performance, and information quality. Conducted among 65 online financial management students at Isabela State University, Cauayan City, using purposive sampling, the research employed a descriptive survey method with a structured questionnaire as the primary data collection tool. Findings reveal that customer satisfaction plays a crucial role in fostering consumer loyalty, particularly regarding platform usability and the reliability of delivery services. Additionally, the accuracy and timeliness of product information significantly enhance user trust and overall experience. Despite generally positive feedback, the study highlighted areas for improvement, particularly in product display and categorization. Overall, the results underscore the importance of a seamless and secure online shopping experience, characterized by efficient delivery, clear communication, and strong safety protocols, in building and sustaining consumer trust and loyalty in the e-commerce sector.

Suggested Citation

  • Jacqueline S. Antalan, PhD., 2025. "Click, Add to Cart, and Checkout: Unpacking E-Commerce Features Driving Loyalty among Online Users in Cauayan City, Isabela," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(5), pages 469-477, May.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-5:p:469-477
    as

    Download full text from publisher

    File URL: https://www.rsisinternational.org/journals/ijriss/Digital-Library/volume-9-issue-5/469-477.pdf
    Download Restriction: no
    File URL: https://rsisinternational.org/journals/ijriss/articles/click-add-to-cart-and-checkout-unpacking-e-commerce-features-driving-loyalty-among-online-users-in-cauayan-city-isabela/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Shukla, Paurav & Banerjee, Madhumita & Singh, Jaywant, 2016. "Customer commitment to luxury brands: Antecedents and consequences," Journal of Business Research, Elsevier, vol. 69(1), pages 323-331.
    2. Thabang Excellent Mofokeng, 2021. "The impact of online shopping attributes on customer satisfaction and loyalty: Moderating effects of e-commerce experience," Cogent Business & Management, Taylor & Francis Journals, vol. 8(1), pages 1968206-196, January.
    3. Manish Mishra & Rohit Kushwaha & Nimit Gupta, 2024. "Impact of sales promotion on consumer buying behavior in the apparel industry," Cogent Business & Management, Taylor & Francis Journals, vol. 11(1), pages 2310552-231, 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. Nursyakirah Sulaiman & Nalini Arumugam, 2025. "Consumers’ Behavior in Online Purchasing among Universiti Sultan Zainal Abidin (UniSZA) Undergraduates Students," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(4), pages 6730-6742, April.
    2. Uddin, Mohiy & Siddiqui, Danish Ahmed, 2026. "How Societal and Individual Diversity Affect Brand Equity of High Versus Low Involvement Products," EconStor Preprints 341074, ZBW - Leibniz Information Centre for Economics.
    3. Nguyen Ngoc Thuy & Gunjan Saxena & Keshab Bhattarai & Hoang Ha Anh, 2025. "A Quantitative Study on the Consumption of Organic Fruits and Vegetables in Vietnam," SAGE Open, , vol. 15(2), pages 21582440251, June.
    4. Raza, Ali & Wasim, Manahil & Ishaq, Muhammad Ishtiaq, 2024. "Virtual reality-based product displays to inspire consumers’ purchase intentions: An experimental study," Journal of Business Research, Elsevier, vol. 175(C).
    5. Cristini, Hélène & Kauppinen-Räisänen, Hannele & Barthod-Prothade, Mireille & Woodside, Arch, 2017. "Toward a general theory of luxury: Advancing from workbench definitions and theoretical transformations," Journal of Business Research, Elsevier, vol. 70(C), pages 101-107.
    6. Siti Noor Aishah Mohd Sidik & Adilah Othman & Koay Huey Sian, 2026. "Factors Influence Brand Recommendations among Smartphone Users," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 10(5), pages 1088-1094, May.
    7. Jose Ribamar Siqueira Junior & Enrique Horst & German Molina & Laura H. Gunn & Felipe Reinoso-Carvalho & Burcu Sezen & Nathalie Peña-García, 2023. "Branding in the eye of the storm: the impact of brand ethical behavior on brand commitment during the COVID-19 crisis in a South American country," Journal of Marketing Analytics, Palgrave Macmillan, vol. 11(1), pages 95-115, March.
    8. Zahra MajlesiRad & Abdol Hamid Haji pour Shoushtari, 2020. "Analysis of the impact of social network sites and eWOM marketing, considering the reinforcing dimensions of the concept of luxury, on tendency toward luxury brand," Future Business Journal, Springer, vol. 6(1), pages 1-19, December.
    9. Rodríguez-Rad, Carlos & Sánchez del Rio-Vázquez, María-Elena, 2023. "The relevance of participation Behavior, organizational Commitment, and attitudinal loyalty to the management of professional associations," Journal of Business Research, Elsevier, vol. 154(C).
    10. Khan, Imran & Hollebeek, Linda D. & Fatma, Mobin & Islam, Jamid Ul & Riivits-Arkonsuo, Iivi, 2020. "Customer experience and commitment in retailing: Does customer age matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    11. Anwar Sadat Shimul & Ian Phau & Michael Lwin, 2019. "Conceptualising luxury brand attachment: scale development and validation," Journal of Brand Management, Palgrave Macmillan, vol. 26(6), pages 675-690, November.
    12. Singh, Jaywant & Shukla, Paurav & Schlegelmilch, Bodo B., 2022. "Desire, need, and obligation: Examining commitment to luxury brands in emerging markets," International Business Review, Elsevier, vol. 31(3).
    13. Timotius, 2020. "Gen Z Switching Behaviour in Indonesia Smartphone Industry," GATR Journals jmmr262, Global Academy of Training and Research (GATR) Enterprise.
    14. Chailan, Claude, 2018. "Art as a means to recreate luxury brands' rarity and value," Journal of Business Research, Elsevier, vol. 85(C), pages 414-423.
    15. Činjarević Merima & Alić Adi & Hašimović Naida, 2025. "Can You Feel the Luxe? Exploring Consumer-Brand Relationships with Luxury and Neo-Luxury Brands," South East European Journal of Economics and Business, Sciendo, vol. 20(1), pages 149-162.
    16. Koryoe Anim-Wright & Rhodalene Amartey, 2024. "Examining the Effect of Brand Like and Brand Love on Brand Loyalty," International Journal of Business and Management, Canadian Center of Science and Education, vol. 19(2), pages 1-51, March.
    17. Kapferer, Jean-Noël & Valette-Florence, Pierre, 2018. "The impact of brand penetration and awareness on luxury brand desirability:," Journal of Business Research, Elsevier, vol. 83(C), pages 38-50.
    18. Armah, Abdul Karim & Li, Jinfa & Wei, Mengdi, 2025. "Effect of infrastructure and technological factors on slum online commerce and product delivery: A structural functionalism perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 85(C).
    19. Bellary, Sreevatsa & Bala, Pradip Kumar & Chakraborty, Shibashish, 2024. "Exploring cognitive-behavioral drivers impacting consumer continuance intention of fitness apps using a hybrid approach of text mining, SEM, and ANN," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
    20. Zhang, Yiyue & Ha, Hong-Youl, 2024. "The evolution of consumer restaurant selection: Changes in restaurant and food delivery application attributes over time," Journal of Business Research, Elsevier, vol. 170(C).

    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:bcp:journl:v:9:y:2025:issue-5:p:469-477. 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: Dr. Pawan Verma (email available below). General contact details of provider: https://rsisinternational.org/journals/ijriss/ .

    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.