Customer loyalty in e-retailing: An exploratory study

La, K, Walker, R and Kam, B 2005, 'Customer loyalty in e-retailing: An exploratory study', International Journal of Internet Marketing and Advertising, vol. 2, no. 3, pp. 237-258.


Document type: Journal Article
Collection: Journal Articles

Title Customer loyalty in e-retailing: An exploratory study
Author(s) La, K
Walker, R
Kam, B
Year 2005
Journal name International Journal of Internet Marketing and Advertising
Volume number 2
Issue number 3
Start page 237
End page 258
Total pages 21
Publisher Inderscience Publishers
Abstract This study explores the nature and dimensionality of customer loyalty within an online retailing context. Results show that many types of consumer behaviours that are typically attributed to customer loyalty in the traditional, offline context can also be found in the web-based environment. The analysis also indicates that the attitudinal dimension of e-loyalty itself is multi-dimensional and can be considered as a function of customers' present and future predispositions towards a retailer. The research highlights the complex nature of e-loyalty that is evident through the way in which its different components relate differently to one another. Two levels of e-loyalty are identified, both of which are multi-dimensional and are important to web-based retailers in different ways.
Subject Marketing Management (incl. Strategy and Customer Relations)
Keyword(s) customer loyalty
consumer behaviour
consumer attitude
internet retailing
DOI - identifier 10.1504/IJIMA.2005.007749
ISSN 1477-5212
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