IDEAS home Printed from
MyIDEAS: Login to save this paper or follow this series

How about integration: the impact of online activities on store satisfaction and loyalty

  • Teerling, Marije L.

    (Groningen University)

Registered author(s):

    Although there has been widespread support for the concept of integrating the Internet with other channels, relatively little empirical research has been conducted in this area. This paper examines the effects of integrated online activities on customer perceptions, i.e., satisfaction and loyalty, as well as customer behavior, i.e., purchases. As this study focuses on a nontransaction site, the purchases only take place in the store. Through structural equation modeling, we test a model that determines the relationships between loyalty and satisfaction in two channels – the store and the web site –, as well as the antecedents of both store and site satisfaction. The results provide evidence for synergy effects between the store and the site. Site satisfaction and site loyalty are both positively and significantly related to their offline counterparts. Store loyalty and site loyalty are also positively and significantly related to each other, but the relationship between store satisfaction and site satisfaction is not significant. The online activities do not directly influence offline purchases, but there is an indirect effect via store loyalty. However, the magnitude of this effect is rather small.

    If you experience problems downloading a file, check if you have the proper application to view it first. In case of further problems read the IDEAS help page. Note that these files are not on the IDEAS site. Please be patient as the files may be large.

    File URL:
    Download Restriction: no

    Paper provided by University of Groningen, Research Institute SOM (Systems, Organisations and Management) in its series Research Report with number 04F08.

    in new window

    Date of creation: 2004
    Date of revision:
    Handle: RePEc:dgr:rugsom:04f08
    Contact details of provider: Postal: PO Box 800, 9700 AV Groningen
    Phone: +31 50 363 7185
    Fax: +31 50 363 3720
    Web page:

    More information through EDIRC

    References listed on IDEAS
    Please report citation or reference errors to , or , if you are the registered author of the cited work, log in to your RePEc Author Service profile, click on "citations" and make appropriate adjustments.:

    as in new window
    1. Dahl N, Micael & Rasch, Alexandra & Rosengren, Sara, 2003. "Love at First Site? A Study of Website Advertising Effectiveness," Journal of Advertising Research, Cambridge University Press, vol. 43(01), pages 25-33, March.
    2. Bolton, Ruth N & Drew, James H, 1991. " A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, University of Chicago Press, vol. 17(4), pages 375-84, March.
    Full references (including those not matched with items on IDEAS)

    This item is not listed on Wikipedia, on a reading list or among the top items on IDEAS.

    When requesting a correction, please mention this item's handle: RePEc:dgr:rugsom:04f08. 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: (Joke Bulthuis)

    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 references are entirely missing, you can add them using this form.

    If the full references list an item that is present in RePEc, but the system did not link 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 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.

    This information is provided to you by IDEAS at the Research Division of the Federal Reserve Bank of St. Louis using RePEc data.