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West Ashley Library
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Folly Beach Library
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Phone: (843) 588-2001
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Wando Mount Pleasant Library
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Village Library
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St. Paul's/Hollywood Library
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Otranto Road Library
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McClellanville Library
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Hurd/St. Andrews Library
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The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty.
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- Author(s): Kaya, Bahar; Behravesh, Elaheh; Abubakar, A. Mohammed; Kaya, Omer Sami; Orús, Carlos
- Source:
Journal of Internet Commerce. October-Dec2019, Vol. 18 Issue 4, p369-394. 26p. 1 Diagram, 4 Charts. - Source:
- Additional Information
- Subject Terms: COMMITMENT (Psychology); CONCEPTUAL structures; CUSTOMER satisfaction; STATISTICAL correlation; GOODNESS-of-fit tests; INTELLECT; MARKETING; WEB development; QUESTIONNAIRES; STATISTICAL sampling; SCALE analysis (Psychology); SELF-evaluation; WORLD Wide Web; ELECTRONIC commerce; STRUCTURAL equation modeling; DATA analysis software; STATISTICAL models; DESCRIPTIVE statistics
- Subject Terms:
- Abstract: Intense competition drives e-tailers to search for radically new ways to maintain and increase their market share. Drawing on Bagozzi's (1992) appraisal → affective response → behavior framework, this study highlights the need, and develops a framework for customer e-loyalty and website familiarity for e-tailer. The purpose of this study is to investigate the moderating role of website familiarity in the relationships between e-service quality, e-satisfaction and e-loyalty in the context of an emerging economy, Turkey. The survey data were obtained using a judgmental sampling technique and analyzed through structural equation modeling. The findings show that website familiarity has a significant positive moderating effect on the relationship between e-satisfaction and e-loyalty, while e-service quality positively affects e-loyalty directly and indirectly through e-satisfaction. Implications for research and practice are discussed. [ABSTRACT FROM AUTHOR]
- Abstract: Copyright of Journal of Internet Commerce is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
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