What makes internet users visit cyber stores again? Key design factors for customer loyalty

Jungwon Lee, Jinwoo Kim, Jae Yun Moon

Research output: Chapter in Book/Report/Conference proceedingConference contribution

90 Citations (Scopus)

Abstract

Retaining customer loyalty is crucial in electronic commerce because the value of an Internet store is largely determined by the number of its loyal customers. This paper proposes a multi-phased model of customer loyalty for Internet shopping, which fully takes the characteristics of the Internet and cyber shopping into consideration. In order to validate the model, we conducted a web-based survey of the customers of various Internet stores, and the data was processed using structural equation analysis. The results indicate that several factors can effectively increase customer loyalty towards an Internet store and that the relative importance of the identified factors varies according to the level of involvement with the product purchased through the store. We suggest several managerial implications in developing Internet stores for higher customer loyalty based on these results. Copyright ACM 2000.

Original languageEnglish
Title of host publicationProceedings of the SIGCHI Conference on Human Factors in Computing Systems, CHI'00
Pages305-312
Number of pages8
DOIs
Publication statusPublished - 2000 Dec 1
EventSIGCHI Conference on Human Factors in Computing Systems, CHI 2000 - The Hague, Netherlands
Duration: 2000 Apr 12000 Apr 6

Publication series

NameConference on Human Factors in Computing Systems - Proceedings

Other

OtherSIGCHI Conference on Human Factors in Computing Systems, CHI 2000
CountryNetherlands
CityThe Hague
Period00/4/100/4/6

All Science Journal Classification (ASJC) codes

  • Software
  • Human-Computer Interaction
  • Computer Graphics and Computer-Aided Design

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  • Cite this

    Lee, J., Kim, J., & Moon, J. Y. (2000). What makes internet users visit cyber stores again? Key design factors for customer loyalty. In Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, CHI'00 (pp. 305-312). (Conference on Human Factors in Computing Systems - Proceedings). https://doi.org/10.1145/332040.332448