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Examining the Impact of Trust, Satisfaction and Service Qualityon Consumer E-Loyalty

Author

Listed:
  • Fehmi AZEMI

    (PhD Candidate at Agricultural University of Tirana,Faculty of Economics and Agribusiness)

  • Krenar BINAKU

    (MBA at Cardiff Metropolitan University)

Abstract

Literature suggests that inherited advantages in e-tailing are experienced if customers e-loyalty is reached. E-loyalty has traditionally been explained on grounds of trust, satisfaction, andservice quality. Scholars have greatly emphasised the effect of these elements to customer e-loyalty. However,the explanations are isolated to developed countries,leaving the phenomenon in developing ones unexplained. This study examines the impact of trust, satisfaction, and service quality in consumer e-loyalty in Kosovo.It empirically measures the correlation of relationships across e-loyalty and three elements. The findings reveal a positive correlation between the proposed relationships. Further, it associates trust to the factor with the greatest impact on consumer e-loyalty.

Suggested Citation

  • Fehmi AZEMI & Krenar BINAKU, 2015. "Examining the Impact of Trust, Satisfaction and Service Qualityon Consumer E-Loyalty," International Conference on Economic Sciences and Business Administration, Spiru Haret University, vol. 2(1), pages 5-13, December.
    • Handle: RePEc:icb:wpaper:v:2:y:2015:i:1:5-13
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    More about this item

    Keywords

    Trust; Satisfaction; ServiceQuality; E-loyalty; E-tailing.;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising

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