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The antecedents of e-satisfaction and e-loyalty

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  • Anca Maria CONSTANTIN

    (Faculty of Economics and Business Administration, West University of Timisoara, Romania)

Abstract

The present research aims to see if the relationship between online satisfaction and online loyalty can still be validated given that the online buyer is more experienced now, due to the considerable increase in the number of online purchases. It also tries to validate website quality, online service quality as important antecedents of e-satisfaction. Today, the online buyer is aware of the many benefits gained by making purchases on the Internet, including the possibility to compare offers, prices and shops with just a mouse click. Does this knowledge make him less loyal to an online shop, even though he is satisfied with that particular shop? Is the online buyer more adventurous now that he knows how to avoid threats? Does online experience influence perceived online satisfaction? Is there any link between online experience and loyalty? By conducting a quantitative research on 193 Romanian respondents through an online questionnaire we found out that online satisfaction is still an antecedent of online loyalty and that experience has a positive effect on perceived online satisfaction. The relationship between website quality and e-satisfaction was supported as well. However no significant statistical link was found between the buyer’s loyalty and the frequency of his online purchases and between online service quality and e-satisfaction.

Suggested Citation

  • Anca Maria CONSTANTIN, 2012. "The antecedents of e-satisfaction and e-loyalty," Timisoara Journal of Economics, West University of Timisoara, Romania, Faculty of Economics and Business Administration, vol. 5(18), pages 236-252.
    • Handle: RePEc:wun:journl:tje:v05:y2012:i18:a03
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    References listed on IDEAS

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    Cited by:

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    2. Jahyun Goo & C. Derrick Huang & Chul Woo Yoo & Chulmo Koo, 2022. "Smart Tourism Technologies’ Ambidexterity: Balancing Tourist’s Worries and Novelty Seeking for Travel Satisfaction," Information Systems Frontiers, Springer, vol. 24(6), pages 2139-2158, December.
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    4. Juan L. Tato-Jiménez & María Buenadicha-Mateos & Óscar R. González-López, 2019. "Evolution and Sustainability of Benefits Offered to Employees in On-Line Recruitment," Sustainability, MDPI, vol. 11(16), pages 1-17, August.

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    More about this item

    Keywords

    e-satisfaction; e-loyalty; online buyer; switching costs; website quality; online service quality;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • L81 - Industrial Organization - - Industry Studies: Services - - - Retail and Wholesale Trade; e-Commerce

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