The customer satisfaction–loyalty relation in an interactive e-service setting: The mediators |
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| Authors: | Shu-Ching Chen |
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| Institution: | 1. “Atatürk University, Faculty of Ecomomics and Administrative Sciences, Erzurum 25240, Turkey”;2. “Kocaeli University, Faculty of Economics and Administrative Sciences, Kocaeli 41380, Turkey”;3. “Yüzüncüy?l University, Faculty of Ecomomics and Administrative Sciences, Van 65400, Turkey”;1. Y?ld?z Technical University, Istanbul, 34220, Turkey;2. Istanbul Medipol University, Istanbul, 34220, Turkey;1. School of Engineering, Royal Melbourne Institute of Technology (RMIT University), Melbourne, Australia;2. School of Commerce, University of Southern Queensland, Toowoomba, Queensland, Australia;1. Department of Information Technology and Operations Management, College of Business, Florida Atlantic University, 212 Fleming Hall 777 Glades Rd., Boca Raton, FL 33431, United States;2. Department of Management Information Systems, School of Management, Sogang University, 1 Shinsu-dong Mapo-gu, Seoul 121-742, Republic of Korea;3. Department of Management Science and Systems, School of Management, University at Buffalo, 325G Jacobs Management Center, Buffalo, NY 14260, United States |
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| Abstract: | This study aims to examine the relation between customer satisfaction and loyalty through the introduction of commitment, trust, involvement and perceived value as mediators in the e-service context. An online consumer survey on selected web auction sites was used for the data collection. The findings suggest that customer satisfaction is an essential ingredient for service loyalty, but that mediators exist between satisfaction and loyalty. Commitment, trust and involvement are each proven to be partial mediators between satisfaction and loyalty, while perceived value is proven to be a complete mediator. The results have implications for the retention of satisfied customers in an interactive e-service setting. |
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