TY - GEN
T1 - What makes internet users visit cyber stores again? Key design factors for customer loyalty
AU - Lee, Jungwon
AU - Kim, Jinwoo
AU - Moon, Jae Yun
PY - 2000
Y1 - 2000
N2 - 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.
AB - 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.
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UR - http://www.scopus.com/inward/citedby.url?scp=0033723856&partnerID=8YFLogxK
U2 - 10.1145/332040.332448
DO - 10.1145/332040.332448
M3 - Conference contribution
AN - SCOPUS:0033723856
SN - 1581132166
SN - 9781581132168
T3 - Conference on Human Factors in Computing Systems - Proceedings
SP - 305
EP - 312
BT - Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, CHI'00
T2 - SIGCHI Conference on Human Factors in Computing Systems, CHI 2000
Y2 - 1 April 2000 through 6 April 2000
ER -