Examining a hybrid model for e-satisfaction and e-loyalty to e-ticketing on airline websites

In the air transportation industry, web-based marketing has already been widely applied to service frequent customers as well as to attract new ones. The importance of attracting new customers and keeping existing ones loyal to e-ticketing on airline websites is crucial. Accordingly, this study proposes an integrated model for evaluating the effectiveness of airlines' websites from a customer point of view. This model is based on the three perspectives of the marketing mix 4Ps, E-SERVQUAL and Expectancy Disconfirmation Theory. E-marketing and E-SERVQUAL features are divided into three dimensions, specifically information, system and service disconfirmations. The methodology was applied based on Structural Equation Modeling (SEM) and was administered to online customers who carry out e-ticketing via an airline website. The results show that customer disconfirmations have a positive significant impact on overall customer e-satisfaction. The significance of this relationship was more considerable in the service dimension of e-marketing, as well as the system dimensions of E-SERVQUAL and e-marketing. Moreover, overall e-satisfaction was found to mediate the relationship between customer disconfirmations and consumer e-loyalty.     

Role of Shopping Values and Web Atmospherics in E-Satisfaction and Repurchase Intention

Expected to touch US$55 billion in 2016, the e-commerce market in India presents an unprecedented growth opportunity for retailers. Existing studies have identified factors influencing shoppers’ online behaviour pertaining to the developed economies. Hence, it becomes pertinent to validate these antecedents for the economies like India. The article addresses this gap by examining the role of shopping values and web atmospherics, on e-satisfaction of Indian shoppers. Using multiple regression analysis, it also examines the influence of e-satisfaction on repurchase intention. The findings suggest that effectiveness of information content has the most significant impact on e-satisfaction. Web entertainment, utilitarian values and web informativeness are the other influencing factors. Contrary to the earlier studies, this study didn’t find any influence of hedonic shopping values on shoppers’ satisfaction. Also, e-satisfaction was found to have a positive influence on repurchase intention of e-shoppers. The article suggests select strategies that can be adopted by e-retailers.     

A good deal online: The Impacts of acquisition and transaction value on E-satisfaction and E-loyalty

Relying on Thaler's exchange theory, this research examines the unique effects of perceived transaction and acquisition values on consumer e-satisfaction and e-loyalty in an e-commerce setting, along with the moderating role of product/ service category. Overall, consumers' perceptions of transaction value lead to their e-dissatisfaction. Hence, obtaining a good deal does not have the same meaning and influence depending on the type of buying trip (exploratory or goal-directed). These results confirm Thaler's exchange theory's usefulness to analyzing the impact of perceived value on e-satisfaction and e-loyalty. Additionally, in a managerial perspective, this research underlines the importance of adapting promotional strategies to online contexts, since online purchase experience improves when there is an alignment between the customer's goals and the e-tailer’s online offering.     

E-satisfaction: a re-examination

E-satisfaction as a construct has gained increasing importance in the marketing literature in recent times. The examination of consumer satisfaction in an online context follows the growing consensus that in Internet retailing, as in traditional retailing, consumer satisfaction is not only a critical performance outcome, but also a primary predictor of customer loyalty and thus, the Internet retailer's endurance and success. The current study replicates the initial examination of e-satisfaction within the U.S. by [Szymanski, David M., & Richard T. Hise (2000). E-satisfaction: An initial examination. Journal of Retailing, 76(3), 309-322] among a sample of online consumers drawn from Germany. The replication was extended to two contexts—consumer satisfaction with Internet retail shopping and consumer satisfaction with Internet financial services sites. The results yield rich insights into the validity of extending the measurement and predictors of e-satisfaction to a trans-national context.     

E-satisfaction and continuance intention: The moderator role of online ratings

Given the growing importance of SNSs (social networking sites) in the online decision-making process, the authors present a new applied theory of motivation. Drawing from gratification theory, this study develops a causality model that links online informative motivation (OIM), e-satisfaction, and online ratings to guarantee the online customer’s continuance intention. Although the partial least squares (PLS) findings extracted from a representative sample of 313 hotel customers confirm substantial positive linkages among the above constructs within this causality model, fuzzy set/qualitative comparative analysis (fsQCA) results take it one step further by reinforcing and refining the existing findings in the contexts of high and low levels of online ratings. Accordingly, implications for theory and practice, as well as research limitations and directions for future research are also discussed.     

What factors determine e-satisfaction and consumer spending in e-commerce retailing?

Evidently, the Internet has resulted in a fundamental shift in retailing practice, creating a shift in both consumer and business behavior, which has been compared to that of the Industrial Revolution. The purpose of this paper is to analyze customer satisfaction in e-commerce market. In particular, we determine the factors that affect customer e-satisfaction and the relationship between customer satisfaction and consumer spending in e-commerce retailing. We focus on how American based e-commerce firms are impacted by these developments and how marketing practices have reflected the developing e-commerce situation. The results show that customer satisfaction does have an impact on consumer spending in American based e-commerce retailers. Further, the relationship between customer satisfaction and consumer spending is positive, where higher e-satisfaction results in more spending in e-commerce. The results also show that there is a direct relationship among e-service quality, e- satisfaction and e-loyalty in terms of online spending by consumers. However, the analysis shows that e-commerce still faces challenges compared with traditional offline retailers since customers cannot feel and try the products, and may end up choosing the products that they do not want.     

网络购物满意度影响因素研究

随着互联网飞速发展,网络购物给网络零售店带来无限的商机,同时也带来了激烈的竞争与巨大的挑战,如何在众多网店中获得持续竞争优势和盈利是网络零售商关心的重要现实问题。本文从消费者购买行为的角度来剖析,影响网购满意度和忠诚度背后潜藏的因素,并建立理论模型。最后,文章还指出了研究的价值及未来的发展方向。     

The antecedents of client loyalty in business-to-business (B2B) electronic marketplaces

The globalization of economic activity and the emergence of the Internet have led to the appearance of a new model of business-to-business (B2B) known as the electronic B2B market or e-marketplace which facilitates the establishment of marketing relationships between buyers and sellers. In view of the limited research in this area, the present study examines the elements that may influence client (i.e., user) loyalty in this context. The basis of the study is an analysis of empirical data provided by 197 Spanish e-marketplace selling-side users, investigating the influence of image, quality, satisfaction, and value on client loyalty. The results indicated that satisfaction had no direct impact on client loyalty, but that the e-marketplace's image and user-perceived quality and value are antecedents of its clients' loyalty.     

Online drivers and offline influences related to loyalty to airline websites

This paper explores users loyalty to airlines’ websites, by examining differences among users belonging to the Y, X and baby boomer generations. The results indicate that to obtain users loyalty to a company’s site, it is necessary to first, affective e-loyalty, through e-trust, which is also positively influenced by offline perceived value, e-satisfaction, and indirectly by e-quality. We also demonstrates that significant differences exist among the various generations, implying airlines need to fine-tune their online strategies retain customer loyalty.