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

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. Fahad Najeeb Khan & Muhammad Usman Arshad & Muhammad Munir, 2023. "Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction," Future Business Journal, Springer, vol. 9(1), pages 1-12, December.
    2. Jeeva Venkatakrishnan & Ravikumar Alagiriswamy & Satyanarayana Parayitam, 2024. "Disentangling the relationship between trust, online buying, and customer satisfaction: a three-way interaction model," Journal of Marketing Analytics, Palgrave Macmillan, vol. 12(4), pages 806-828, December.
    3. 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.
    4. Chang, Woondeog & Park, Jungkun, 2024. "A comparative study on the effect of ChatGPT recommendation and AI recommender systems on the formation of a consideration set," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    5. 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).
    6. Sheena Lovia Boateng & Bedman Narteh, 2016. "Online relationship marketing and affective customer commitment – The mediating role of trust," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 21(2), pages 127-140, June.
    7. 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.
    8. 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.
    9. 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.
    10. 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).
    11. 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).
    12. Casaló, Luis V. & Flavián, Carlos & Ibáñez-Sánchez, Sergio, 2021. "Be creative, my friend! Engaging users on Instagram by promoting positive emotions," Journal of Business Research, Elsevier, vol. 130(C), pages 416-425.
    13. 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.
    14. Sang M. Lee & Soon Goo Hong & DonHee Lee, 2024. "A comparative analysis of contactless e-service encounters in online platforms," Service Business, Springer;Pan-Pacific Business Association, vol. 18(1), pages 1-26, March.
    15. Kilsheimer Eastman, Jacqueline & Iyer, Rajesh & Babin, Barry, 2022. "Luxury not for the masses: Measuring inconspicuous luxury motivations," Journal of Business Research, Elsevier, vol. 145(C), pages 509-523.
    16. 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).
    17. Anuruddha Nandasena & Mihiri Wickramasinghe, 2024. "Factors Affecting Customer Satisfaction in Online Shopping in Sri Lanka," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(2), pages 2083-2109, February.
    18. Timotius, 2020. "Gen Z Switching Behaviour in Indonesia Smartphone Industry," GATR Journals jmmr262, Global Academy of Training and Research (GATR) Enterprise.
    19. Qingyang Ding & Tong Zhang & Xin Zhu & Jin Zhang, 2022. "Impact of Perceived Value and Community Attachment on Smart Renovation Participation Willingness for Sustainable Development of Old Urban Communities in China," Sustainability, MDPI, vol. 14(18), pages 1-19, September.
    20. 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.

    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.