The Impact of Customer Perceptions and Satisfaction on E-Loyalty

Abstract

As Internet use continues to increase, companies have to emphasize the understanding of the implications of its use on long term purchase behavior, in terms of satisfaction and loyalty. Ultimately, companies should be interested in consumer perceptions and the factors that play a role in following a certain behavior over an extended period of time. Attaining a successful marketing program compels companies to fully connect with their targeted customers. Therefore, this paper aims to propose a new model that examines relationships between cognitive – affective – conative constructs in an e-shopping environment.

Keywords

• online consumer behavior
• perceived usefulness
• perceived ease of use
• perceived value
• customer satisfaction
• customer loyalty
• structural equation model
• online shopping