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  • About
  • The Global ETD Search service is a free service for researchers to find electronic theses and dissertations. This service is provided by the Networked Digital Library of Theses and Dissertations.
    Our metadata is collected from universities around the world. If you manage a university/consortium/country archive and want to be added, details can be found on the NDLTD website.
1

What Makes You E-loyal? : A descriptive study on how customers form e-loyalty online.

Nablsi, Amelia, Saha, Swapnajit January 2021 (has links)
With the technology and internet development, customers are moving towards online shopping, which made the new phenomena of e-loyalty emerge out of traditional loyalty. The literature on e-loyalty has been reviewed, and the most influential antecedents to e-loyalty formation were studied in this research, e-satisfaction, and e-trust. Also, the e-tail quality dimensions were studied in this research, fulfillment/reliability, website design, customer service, and security/privacy since these dimensions majorly affect e-satisfaction and e-trust, contributing to forming e-loyalty. This research describes how e-loyalty is being formed online from a customer’s perspective since multiple processes are involved in the formation. This purpose will be reached by finding out what contributes to forming e-loyalty online from a customer’s perspective. In order to answer this research question and capture the customer’s perspective, a qualitative study was conducted with a deductive approach. Six semi-structured in-depth interviews were conducted with participants who have online shopping experiences and are e-loyal to any e-commerce website. This thesis resulted in two different processes contributing to forming e-loyalty online from a customer’s perspective. The first process involves e-satisfaction contributing to form e-loyalty, and the second process involves e-trust contributing to form e-loyalty. Both processes have a specific order to form e-loyalty because the factors affect and depend on each other in a particular pattern.

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