Effects of web site characteristics on customer loyalty in B2B e-commerce: evidence from Taiwan

Abstract

This study proposes a model to explain how web site characteristics influence customer e-loyalty and positive word-of-mouth (WOM) via relationship quality (trust, satisfaction, and commitment) in business-to-business e-commerce. Three hundred and twelve online services users of the Market Intelligence Center in Taiwan were recruited and structural equation modeling was used to test the research hypotheses. The result indicates that web site characteristics positively influence relationship quality. A follow-up post-analysis showed how five dimensions of the web site characteristics impacted relationship quality. In addition, both trust and satisfaction have a positive direct effect on e-loyalty, but not on positive WOM. Finally, theoretical and managerial implications of the findings were discussed.