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Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan

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  • Li-Chun Hsu
  • Kai-Yu Wang
  • Wen-Hai Chih

Abstract

This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market Intelligence Center in Taiwan were recruited and structural equation modeling was used to test the research hypotheses. The result indicates that web site characteristics positively influence relationship quality. A follow-up post-analysis showed how five dimensions of the web site characteristics impacted relationship quality. In addition, both trust and satisfaction have a positive direct effect on e-loyalty, but not on positive WOM. Finally, theoretical and managerial implications of the findings were discussed.

Suggested Citation

  • Li-Chun Hsu & Kai-Yu Wang & Wen-Hai Chih, 2013. "Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan," The Service Industries Journal, Taylor & Francis Journals, vol. 33(11), pages 1026-1050, August.
    • Handle: RePEc:taf:servic:v:33:y:2013:i:11:p:1026-1050
    DOI: 10.1080/02642069.2011.624595
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    Cited by:

    1. J. F. Juliá-Igual & R. Cervelló-Royo & I. Berné-Lafuente, 2017. "Market value analysis of a Chinese e-commerce holding group: a multicriteria approach," Service Business, Springer;Pan-Pacific Business Association, vol. 11(3), pages 475-490, September.
    2. Chen Qian & Stefan Seuring & Ralf Wagner, 2021. "Reviewing interfirm relationship quality from a supply chain management perspective," Management Review Quarterly, Springer, vol. 71(3), pages 625-650, July.
    3. Stefan Markovic & Oriol Iglesias & Jatinder Jit Singh & Vicenta Sierra, 2018. "How does the Perceived Ethicality of Corporate Services Brands Influence Loyalty and Positive Word-of-Mouth? Analyzing the Roles of Empathy, Affective Commitment, and Perceived Quality," Journal of Business Ethics, Springer, vol. 148(4), pages 721-740, April.
    4. Yahua Bi & Insin Kim, 2020. "Older Travelers’ E-Loyalty: The Roles of Service Convenience and Social Presence in Travel Websites," Sustainability, MDPI, vol. 12(1), pages 1-15, January.
    5. Manuela Ingaldi & Robert Ulewicz, 2019. "How to Make E-Commerce More Successful by Use of Kano’s Model to Assess Customer Satisfaction in Terms of Sustainable Development," Sustainability, MDPI, vol. 11(18), pages 1-22, September.

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