E‐satisfaction and e‐loyalty: A contingency framework

TLDR

The authors investigate how e‑satisfaction influences e‑loyalty in electronic commerce. The study finds that e‑satisfaction affects e‑loyalty, with consumer factors such as convenience motivation and purchase size amplifying the effect while inertia dampens it, and business factors like trust and perceived value further strengthening the relationship. © 2003 Wiley Periodicals, Inc.

Abstract

Abstract The authors investigate the impact of satisfaction on loyalty in the context of electronic commerce. Findings of this research indicate that although e‐satisfaction has an impact on e‐loyalty, this relationship is moderated by (a) consumers' individual level factors and (b) firms' business level factors. Among consumer level factors, convenience motivation and purchase size were found to accentuate the impact of e‐satisfaction on e‐loyalty, whereas inertia suppresses the impact of e‐satisfaction on e‐loyalty. With respect to business level factors, both trust and perceived value , as developed by the company, significantly accentuate the impact of e‐satisfaction on e‐loyalty. © 2003 Wiley Periodicals, Inc.