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Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view

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  • Shiu-Wan Hung

    (National Central University)

  • Min-Jhih Cheng

    (National Central University)

  • Pei-Chun Chiu

    (National Central University)

Abstract

The emergence of the Internet has advanced the flourishing area of electronic commerce. Furthermore, alongside traditional physical channels, virtual channels have rapidly increased. The focus of both practice and research on marketing channels has changed dramatically over the past few decades. We performed structural equation model analysis with a sample of 794 observations consisting of two different channels (physical and virtual). The influence of the perceived factors of clothes shopping on customer satisfaction and loyalty was investigated. The empirical results suggested that social presence affects loyalty through satisfaction or trust to promote loyalty. As for service quality, physical store consumers value assurance the most, while virtual store consumers mostly value reliability. The core service quality can effectively promote loyalty via satisfaction.

Suggested Citation

  • Shiu-Wan Hung & Min-Jhih Cheng & Pei-Chun Chiu, 2019. "Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 1-23, March.
  • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:1:d:10.1007_s11628-018-0364-y
    DOI: 10.1007/s11628-018-0364-y
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    Cited by:

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    5. Guanghui Yuan & Zhiqiang Liu & Yaqiong Wang & Dongping Pu, 2023. "Market Demand Optimization Model Based on Information Perception Control," Mathematics, MDPI, vol. 11(3), pages 1-16, February.
    6. Lucía Melián-Alzola & Josefa D. Martín-Santana, 2020. "Service quality in blood donation: satisfaction, trust and loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 101-129, March.
    7. Mark Anthony Camilleri & Ciro Troise, 2023. "Live support by chatbots with artificial intelligence: A future research agenda," Service Business, Springer;Pan-Pacific Business Association, vol. 17(1), pages 61-80, March.
    8. Hung-Che Wu & Xiaolian Chen & Ya-Yuan Chang, 2021. "Structural relationships between psychosocial risk, relationship quality, need for cognition, and quarantine intentions: the case of the quarantine hotel," Service Business, Springer;Pan-Pacific Business Association, vol. 15(4), pages 587-611, December.

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