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The Brand Extension from Clicks to Bricks with Satisfaction, Trust and Loyalty

Although rapid expansion and development of e-commerce makes many physical stores integrate website as their business strategy, we find new commercial trend is more and more e-retailers now activity operate traditional stores. The aim of this study is to examine the relationship of satisfaction, trust and loyalty in both online and offline channels, testing the effects of convenience of Clicks and Bricks, and we also compare different brand experiences affect on satisfaction, trust and loyalty.
This research provides an overview of findings from previous studies in both online and offline environments, presents framework and build the hypothesis. Due to there is no thesis concentrates on satisfaction, trust and loyalty from online to offline, we would like to fill this gap.
We do the examinations and comparisons by questionnaire study. Our target group is female who has one of 17 apparel brands experience. Our results have significant findings and offer researchers and practicing managers alike valuable information on how online shopping experiences relate to offline shopping experiences. Moreover, we prove operating physical stores enhances customer attitude in both online and offline channel.

Identiferoai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0820112-000422
Date20 August 2012
CreatorsCheng, Yi-wen
ContributorsFeng-Yang Kuo, Fen-Hui Lin, Hsin-Hui Lin
PublisherNSYSU
Source SetsNSYSU Electronic Thesis and Dissertation Archive
LanguageEnglish
Detected LanguageEnglish
Typetext
Formatapplication/pdf
Sourcehttp://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0820112-000422
Rightsuser_define, Copyright information available at source archive

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