Antecedents to Website Satisfaction, Loyalty, and Word-Of-Mouth

Brent Lynn Selby Coker

Resumo


Satisfaction, loyalty, and likelihood of referral are regarded by marketers and the Big Three diagnostics leading to retail profitability. However, as yet no-one has developed a model to capture all three of these constructs in the context of the internet. Moreover, although several attempts have been made to develop models to measure quality of website experience, no-one has sought to develop an instrument short enough to be of practical use as a quick customer satisfaction feedback form. In this research we sought to fill this void by developing and psychometrically testing a parsimonious model to capture the Big Three diagnostics, brief enough to be used in a commercial environment as a modal popup feedback form.

Palavras-chave


Website Quality; Website Satisfaction

Texto completo:

PDF (English)

Referências


Alba, J. W., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A. & Wood, S. (1997) Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61, 38-53.

Anderson, E. W. (1998) Customer Satisfaction and Word of Mouth. Journal of Service Research, 1, 5-17.

Anderson, E. W. & Sullivan, M. W. (1993) The Antecedents and Consequences of Customer Satisfaction for Firms. Marketing Science, 12, 125-143.

Ba, S. & Pavlou, P. A. (2002) Evidence of the effect of trust in electronic markets: Price premiums and buyer behavior. MIS Quarterly, 23, 243-268.

Balasubramanian, S., Konana, P. & Menon, N. M. (2003) Customer Satisfaction in Virtual Environments: A Study of Online Investing. Management Science, 49, 871-889.

Barnes, S. J. & Vidgen, R. (2001) An evaluation of cyber-bookshops: The webqual method. International Journal of Electronic Commerce, 6, 11-30.

Dick, A. S. (1994) Customer Loyalty: Toward an Integrated Conceptual Framework. Journal of the Academy of Marketing Science, 22, 99-113.

Forrester (2009) Forrester Research Web-Influenced Retail Sales Forecast. Forrester Research Inc.

Gefen, D., Karahanna, E. & Straub, D. W. (2003) Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27, 51-90.

Gruen, T. W., Osmonbekov, T. & Czaplewskia, A. J. (2006) eWOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59, 449-456.

Loiacono, E. T., Watson, R. T. & Goodhue, D. L. (2007) WebQual, An Instrument for Consumer Evaluation of Websites. International Journal of Electronic Commerce, 11, 51-87.

Ramsay, J., Barbesi, A. & Preece, J. (1998) A psychological investigation of long retrieval times on the World Wide Web. Interacting with Computers, 10, 77-86.

Ranganathan, C. & Ganapathy, S. (2002) Key dimensions of business-to-consumer web sites. Information & Management, 39, 457-465

Reichheld, F. F. & Schefter, P. (2000) E-loyalty. Harvard business review, 78, 105.

Shankar, V., Smith, A. K. & Rangaswamy, A. (2003) Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20, 153-175

Teo, T. S. H. & Yeong, Y. D. (2003) Assessing the consumer decision process in the digital marketplace. Omega, 31, 349-363.

U. S. Census Bureau (2010) Quarterly retail e-commerce sales: 3rd quarter 2010. U S Department of Commerce.

Yoo, B. & Donthu, N. (2001) Developing a Scale to Measure the Perceive Quality of An Internet Shopping Site (SITEQUAL). Quarterly Journal of Electronic Commerce, 2, 31-47.