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The Effects of B2C Interaction on customer loyalty

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Journal of Data and Information Science 2018年第2期3卷 78-104页

作者： xinyue yang qinjian yuan School of Information Management Nanjing University Nanjing 210023 China

Purpose： This research attempts to examine the relationship between B2C interaction and customer loyalty in Business-to-customer（B2C） context from a new perspective of the interactive ***/methodology/approach： The scale for B2C interactive tools is of seven dimensions： efficiency, security, fulfillment, mobility, community, cultivation, and customization. A model reflecting the influences of these attributes on customer loyalty is developed and empirically examined based on data collected from 265 B2C customers. Findings： Results reveal that the fulfillment, mobility, community, and customization of B2C interactive tools can enhance customer loyalty directly and significantly. Efficiency and security, serving as the premise for possible purchase behavior, facilitate fulfillment. In addition, cultivation promotes the formation of customization, which directly strengthens customer *** limitations： Models considering individual-level indicators and combined with classic loyalty mechanisms in B2C context may lead to a deeper understanding of the tested effects of interaction on customer *** implications： To strengthen B2C interaction and further cultivate loyal customers, making interactive tools more fundamental, flexible, and personalized is critical for B2C enterprises. Originality/value： This study proposes a new perspective from interactive tools when measuring the relationship between B2C interaction and customer loyalty, and offers a useful theoretical lens and reasonable explanations for investigating customer loyalty in B2C e-commerce context.

关键词： B2C e-commerce Interaction Interactive tool customer loyalty

customer loyalty： An Empirical Study on Italian E-commerce Websites

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Chinese Business Review 2014年第6期13卷 388-398页

作者： Adinolfi Raffaele Troisi Orlando University of Salerno Fisciano (SA) Italy

In contemporary entrepreneurial environment based on customer retention, the growth of the internet has pushed the most dynamic businesses to compete in the electronic market. In literature, there are many studies showing how a company＇s brand affects customer loyalty. Less attention has been paid to the relationship between e-commerce website loyalty and e-customer loyalty. This paper can be included in a stream of research that applies the construct of loyalty to e-commerce. Thus, this study aims to analyze, within the electronic market, the elements influencing and determining the trust and loyalty of the e-customers. This research consists of a descriptive study carried out utilizing the survey method. The population in this study includes 421 e-customers of Italian online multi-brand portals. The instrument of data gathering was a web-questionnaire and the data analysis was based on regression. Findings show a positive relationship between three factors （website technological level, e-service quality, and brand） and e-customer trust. Furthermore, the correlation, among the three variables, trust as mediating variable, and e-customer＇s loyalty, has been revealed. Therefore, it can be basically assumed that trust builds e-customer loyalty.

关键词： customer loyalty e-commerce brand trust

The Effects of an Effective customer Journey Design and Brand Experience on Flow and customer loyalty for Luxury Fashion Brands

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The Effects of an Effective Customer Journey Design and Bran...

作者： Sebastian Badde 上海交通大学

学位级别：硕士

In recent years,business practitioners and the scientific community have started appraising customer experience as an emerging marketing *** business practice,corporations have begun focusing on developing a superb customer experience to differentiate themselves from competitors and gain a competitive edge in the *** contrast,scholars increasingly investigated the topic of customer experience,including its components and their respective implications on attitudinal and behavioral *** experience research up until now,however,indicates limitations in examining flow's potential mediating role,applying quantitative research methods with customer journey aspects,and analyzing the luxury fashion ***,this paper examines the impact of an effective customer journey design and brand experience on flow and customer loyalty for luxury fashion brands,helping to close these three research *** study builds on existing customer experience research and theories such as the information processing theory of consumer choice,theory of phenomenological perception,and flow theory to devise the conceptual *** quantitative assessment of the hypothesized interrelationships was completed with the computer program IBM AMOS 26,utilizing the structural equation modeling(SEM)*** data(n = 256)was gathered from consumers living in Germany with the help of an online survey created in Uni *** results demonstrate that an effective customer journey design and brand experience are separate but coherent value drivers,simultaneously influencing customer behavior *** that sense,both customer experience latent variables positively affect customer loyalty directly and indirectly via flow in the luxury fashion ***,the findings illustrate flow's partial mediating role between both customer experience components and customer *** paper offers new theoretical insights into the emerging customer experience resea

关键词： customer experience flow customer loyalty luxury fashion industry

Relationship between Corporate Image and customer loyalty in the Mobile Telecommunication Market in Kenya

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Management Studies 2014年第5期2卷 299-308页

作者： Paul Mensah Agyei James M. Kilika University of Cape Coast Cape Coast Ghana Kenyatta University Nairobi Kenya

customer loyalty is considered to be a key ingredient in enhancing the survival of businesses especially in the situations faced by highly competitive industries. This study assessed the relationship between corporate image and customer loyalty. While the antecedents of customer loyalty connected with the marketing mix factors have been well investigated, much still remains to be studied regarding some of the intermediate conditions created by the marketing mix factors and customer loyalty. This study sought to investigate the relationship between the dimensions of corporate image and customer loyalty in the mobile telecommunication market in Kenya. The study was guided by several hypotheses that tested the nature of the relationship between corporate image and customer loyalty using four dimensions of corporate image, namely service quality, chief executive officer （CEO） reputation, brand image, and physical evidence. The study adopted the descriptive survey research design and used a multi-stage stratified sampling technique to target 320 respondents from among students across campuses of Kenyatta University （KU）. Primary data was obtained using a structured five-point Likert scale questionnaire and analyzed using Pearson product-moment correlation coefficient and regression analysis to test the degree of association between the dependent and the independent variables. The study registered a high response rate of 97.8% from the target respondents. The findings of the study based on the correlation analysis indicated that the four dimensions of corporate image positively correlate with customer loyalty at p 〈 0.01. The regression analysis results however showed that even though the four dimensions correlate with customer loyalty, only service quality and brand image significantly predict customer loyalty. The regression model used explained 25% variation in the dependent variable. The null hypotheses one and four were supported while hypotheses two and three were n

关键词： customer loyalty corporate image telecommunication service quality brand image physical evidence reputation consumer behavior

Influence of customer Relationship Marketing and Satisfaction of customer loyalty （Case Study： In Bank CIMB Niaga Lembong in Bandung）

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Economics World 2018年第2期6卷 98-107页

作者： Anny Nurbasari Nisa Hanum Harani Maranatha Cristian University Bandung Indonesia Indonesia Polytechnic of Post Bandung Indonesia

The purpose of this study was to examine the theoretical basis in an effort to build the competitiveness of the banking services industry, particularly in terms of customer satisfaction and loyalty. This type of research uses explanatory research. The sampling method used a non-probability sampling, used purposive sampling technique that has become a customer for two years, used questionnaires to 100 respondents in Bandung bank customers. Measurement validity uses confirmatory factor analysis, while test reliability is calculated by Cronbach Alpha method. Analysis to test the hypothesis uses the path analysis. The findings illustrate a clear pattern of the dimensions of customer relationship marketing, satisfaction effect built, and several important findings including empirical verification mediating role overall customer satisfaction in the formation of loyalty attributes.

关键词： customer relationship marketing satisfaction customer loyalty

Research on customer loyalty of B2C e-commerce

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Chinese Business Review 2010年第5期9卷 46-52页

作者： ZHAO Gong-min College of Economics and Management North University of China Taiyuan 030051 China

customer loyalty of B2C e-commerce is studied by testing the hypotheses on five latent variables using the structural equation modeling method. After correcting model, online store image is obviously fundamental basis on expectations of shopping online, experience of shopping online, customer satisfaction and customer loyalty between which there are seven positive relationships accepted in the AMOS model. The results provide scientific evidence for B2C e-commerce.

关键词： structural equation modeling e-commerce customer loyalty

Does customer Experience Management Impact customer loyalty Shopping at Supermarket？ The Case in the Mekong Delta, Vietnam

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Economics World 2018年第1期6卷 13-21页

作者： Luu Tien Thuan Nguyen Huynh Bao Ngoc Nguyen Thu Nha Trang Can Tho University Can Tho Vietnam

This research analyzes and answers the question ＂Does customer experience management impact to customer loyalty shopping at supermarket, in the case of Mekong Delta, Vietnam？＂, 321 customers of supermarkets in the Mekong Delta were interviewed by questionnaire. The descriptive statistics, factor analysis, Cronbach＇s alpha, structural equation modeling, and multi-group structural analysis methods were used in this study. The results confirm that customer experience management impacts to customer loyalty shopping at supermarkets. There are six components of customer experience management including brand name, space, commodity, staff, parking lot, and the presence of other stores in supermarkets. In particular, the commodity composition has the strongest impact on customer experience management and satisfaction and directly influences on customer loyalty. In addition, elements of customer experience management affect customer loyalty indirectly through sensory experience, social experience, and satisfaction. The results of multivariate analysis show that age group, spending per shopping at supermarkets, and marital status of the client do not change the relationships in the research model. Meanwhile, the relationship of the different models of the client group income, gender, education, occupation and customers is different. This study adds value to consumer behavior and customer experience management literature.

关键词： customer experience management customer loyalty satisfaction supermarket

Study on Cultivation Strategy of customer loyalty Based on Internet Marketing

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Study on Cultivation Strategy of Customer Loyalty Based on I...

E-Commerce Marketing Strategy on the Basis of customer Value and customer loyalty

2012 National Conference on Information Technology and Computer Science

作者： Zhen Cuimin Economics School,Hebei United University Tangshan,China Bian Shehui Qian''an College,Hebei United University Tangshan,China

In internet marketing environment,many businesses have gradually realized that gaining and maintaining customer loyalty is important source of long-term *** article firstly elaborates the connotation and importance of customer loyalty in internet marketing environment,then analysis the main factors on the formation of customer loyalty and proposes the strategy of raising the customer ***,the conclusion is given that the customer loyalty doesn’t only wins with the technology,but also needs enterprise improve its product and the service progressively and establish the link with customer’s emotion by the sincere manner and consummation service.

关键词： Internet marketing customer loyalty Strategy

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E-Commerce Marketing Strategy on the Basis of Customer Value...