IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v4y2014i3p19-41.html
   My bibliography  Save this article

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

Author

Listed:
  • Poh-Ming Wong Winnie

Abstract

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
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/The_Effects_of_Website_Quality_on_Customer_e-Loyalty_The_Mediating_Effect_of_Trustworthiness1.pdf
    Download Restriction: no
    File URL: http://hrmars.com/hrmars_papers/The_Effects_of_Website_Quality_on_Customer_e-Loyalty_The_Mediating_Effect_of_Trustworthiness1.pdf
    Download Restriction: no

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    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:hur:ijarbs:v:4:y:2014:i:3:p:19-41. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Hassan Danial Aslam). General contact details of provider: http://hrmars.com/index.php/pages/detail/IJARBSS .

    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 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.

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

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.