Customer Loyalty in E-Commerce

By David Gefen. Journal of the AIS, 2002

1,184 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/00f2f77fe6480f66c2982010a091e8c76c61b7ff

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Citations in the corpus

Perceived e‐service quality (PeSQ) (2007, background): “Gefen (2002) maintains that service quality dimensions may be divided into three categories: tangibles; a combined dimension of responsiveness, reliability and assurance; and empathy.”
Explaining Internet Banking Behavior: Theory of Reasoned Action, Theory of Planned Behavior, or Technology Acceptance Model? (2010, background): “Initially defined in the context of one’s job performance, PU was later used for any common task in nonorganizational settings (e.g., Internet shopping; Gefen, 2002).”
An Empirical Study of an Online Travel Purchase Intention Model (2012, methodology): “Typically, the perceptional factors include attitude toward online shopping, customers' satisfaction, and consumers' trust ( Gefen, 2000 , 2002a ; Gefen et al, 2003 ; Shim et al, 2001 ).”
Understanding users' initial trust in mobile banking: An elaboration likelihood perspective (2012, methodology): “All items were adapted from extant literature to improve content validity (Straub, Boudreau, & Gefen, 2004). These items were first translated into Chinese by a researcher. Then, another researcher translated them back into English to ensure consistency. Both researchers had knowledge on e-business ”
Explaining and Predicting the Impact of Branding Alliances and Web Site Quality on Initial Consumer Trust of E-Commerce Web Sites (2007, neutral): “, [5, 50]) or a lack of empirical support of the proposed model [22].”
Assessing the effects of consumers' product evaluations and trust on repurchase intention in e-commerce environments (2018, background): “…number of studies have been conducted to understand what makes online consumers repurchase from the same online sellers (e.g., Fang et al., 2014; Gefen, 2002; Kim, Ferrin, & Rao, 2009; Srinivasan, Anderson, & Ponnavolu, 2002) and these studies have demonstrated that first-hand experience with…”
The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019, methodology): “The customer satisfaction scale was adapted from Fornell (1992) and customer trust was measured by six items adopted from Gefen (2002), Lee and Turban (2001) and Urban et al. (2009).”
Social Commerce Success: Antecedents of Purchase Intention and the Mediating Role of Trust (2020, background): “Furthermore, Gefen (2002) and Ha and Perks (2005) conclude that brand awareness can increase trust and indirectly influence purchase intentions since consumers who are unfamiliar with a sellers’ website or brand will be less likely to trust it and consequently be reluctant to buy from it.”
Service Quality and Customer Satisfaction in Selected Banks in Rwanda (2017, background): “Gefan (2002) defined service quality as the subjective comparison that customers make between the quality of the service that they want to receive and what they actually get [2].”
Integrating Service Quality with System and Information Quality: An Empirical Test in the E-Service Context (2013, background): “Since IT provides a medium for the delivery of service (e.g., through a retail website) (Gefen 2002; Koufaris 2002), we consider website SQ as customers’ overall evaluations and judgments regarding the excellence of service provision delivered by and via a website.”