Magistro darbą sudaro trys dalys. Pirmojoje darbo dalyje pateikta ir nagrinėta elektroninės prekybos konceptas, klientų lojalumo samprata ir stadijos virtualioje aplinkoje, taip pat išskiriami veiksniai, didinantys klientų lojalumą. Pateiktas klientų lojalumo didinimo virtualioje elektroninėje prekyboje struktūrinis modelis. Antrojoje darbo dalyje. Pateikta tyrimo metodologija, tikslas ir uţdaviniai. Atlikta ankstesnių klientų lojalumo didinimo virtualioje aplinkoje tyrimų rezultatų analizė. Trečiojoje darbo dalyje atliktas klientų lojalumo elektroninėje prekyboje empirinis tyrimas ir apibendrinti jo rezultatai. Empiriškai patikrintas klientų lojalumo didinimo elektroninėje prekyboje struktūrinis modelis. Šiame darbe yra trys dalys, 22 lentelės, 13 paveikslai ir 130 literatūros šaltiniai anglų ir lietuvių kalbomis. / Customer‟s loyalty is one of the biggest concerns by companies today as loyal customers are considered extremely valuable. Most companies are trying to create and keep customer‟s loyalty. With the development of the Internet, more and more companies are finding new ways to do business. The concept of “e-loyalty” has been an area of growing interest by both companies and in the scholary literature. How to build e-loyalty has become the focus of this study. The present study empirically investigates the roles of service quality, satisfaction and trust in an e-commerce context. The main objective of this master„s work is to design increasing customer loyalty on the e-commerce theoretical model and to evaluate it empirically. The paper consists of introduction, three main parts and conclusions. The introduction begins with the analysis of topicality which is followed by definition of problem. In this part the research object, the aim of this work and objectives are formulated. This part ends with description of research method used in this work. The first part begins with the analysis of e-commerce. After that the concept of customer e-loyalty to store is defined and factors influencing e-loylaty are identified and analyzed. In this part the relationship between costumer e-loyalty and store quality dimensions, trust and satisfaction are theoretically justify. This part ends with the analysis of other researchers conceptual e-loayalty models. In the beginning of second... [to full text]
| Identifer | oai:union.ndltd.org:LABT_ETD/oai:elaba.lt:LT-eLABa-0001:E.02~2011~D_20141223_180232-17318 |
| Date | 23 December 2014 |
| Creators | Atutytė, Dovilė |
| Contributors | Virvilaitė, Regina, Vilnius University |
| Publisher | Lithuanian Academic Libraries Network (LABT), Vilnius University |
| Source Sets | Lithuanian ETD submission system |
| Language | Lithuanian |
| Detected Language | English |
| Type | Master thesis |
| Format | application/pdf |
| Source | http://vddb.library.lt/obj/LT-eLABa-0001:E.02~2011~D_20141223_180232-17318 |
| Rights | Unrestricted |
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