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The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness


  • Poh-Ming Wong Winnie


Website has been used as an efficient platform to tailor their products or services and as a unique profit mode of e-commerce. Due to this advance of the Internet, this study is mainly to examine the relationship between website quality and customer e-loyalty. The present study aims to explore the effect on website quality on customer e-loyalty through trustworthiness. SmartPLS (M3) was used as the main analytical tool to test the proposed research model. This study provides a theoretical framework combining website quality, trustworthiness, and customer e-loyalty and tests the proposed model empirically by targeting on online consumers. Trustworthiness enacts as the mediator. Based on the statistical analysis, there is a positive relationship is detected between website design and customer e-loyalty. However, the findings revealed that website content and website structure have negative influence on customer e-loyalty. The finding also disclosed that trustworthiness is positively related to customer e-loyalty. Theoretical and practical implications, limitations of the study, and recommendations for future research are discussed.

Suggested Citation

  • Poh-Ming Wong Winnie, 2014. "The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(3), pages 19-41, March.
  • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:3:p:19-41

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    References listed on IDEAS

    1. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
    2. Keith J. Blois, 1999. "Trust in Business to Business Relationships: An Evaluation of its Status," Journal of Management Studies, Wiley Blackwell, vol. 36(2), pages 197-215, March.
    3. Forsythe, Sandra M. & Shi, Bo, 2003. "Consumer patronage and risk perceptions in Internet shopping," Journal of Business Research, Elsevier, vol. 56(11), pages 867-875, November.
    4. Rosen, Deborah E. & Purinton, Elizabeth, 2004. "Website design: Viewing the web as a cognitive landscape," Journal of Business Research, Elsevier, vol. 57(7), pages 787-794, July.
    5. Ming-Ling Lai & Kwai-Fatt Choong, 2010. "Motivators, Barriers and Concerns in Adoption of Electronic Filing System: Survey Evidence from Malaysian Professional Accountants," EconStor Open Access Articles, ZBW - Leibniz Information Centre for Economics, pages 562-567.
    6. Griffith, David A., 2005. "An examination of the influences of store layout in online retailing," Journal of Business Research, Elsevier, vol. 58(10), pages 1391-1396, October.
    7. Yuan-shuh Lii, 2009. "A model of customer e-loyalty in the online banking," Economics Bulletin, AccessEcon, vol. 29(2), pages 891-902.
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