E‐satisfaction and e‐loyalty: A contingency framework

By R. Anderson, Srini S. Srinivasan. 2003

2,567 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/67a902c72b39c3f76f57ea257569ee12103f933a

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In Information Systems and Management

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Citations in the corpus

The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value (2009, background): “(2004), Wolfinbarger and Gilly (2002) H2: Customer satisfaction is positively associated with customer loyalty Anderson and Srinivasan (2003), Bloemer and Kasper (1995), Gotlieb et al. (1994), Taylor and Baker (1994), Yang and Peterson (2004), Zeithaml et al. (1996) H3: Customer perceived value has ”
Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites (2010, background): “ease of use), since the web site is the principle interface between the consumer and the firm (Anderson and Srinivasan, 2003; Bansal et al., 2004).”
Nothing Can Tear Us Apart: The Effect of Brand Identity Fusion in Consumer–Brand Relationships (2014, background): “While previous research on loyalty has examined the complex relationship between customer satisfaction and repurchase intention (e.g., Anderson & Srinivasan, 2003; Hennig-Thurau & Klee, 1997; Yi & La, 2004), recent research suggests that strong self-brand connections may lead to enhanced branding…”
Assessing e‐commerce systems success: a respecification and validation of the DeLone and McLean model of IS success (2008, background): “However, some of the proposed constructs may be formative constructs, such as Service Quality, Systems Quality and Information Quality.”
The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour (2011, background): “Although there is a large body of evidence from e-commerce contexts that supports the notion that higher levels of overall customer satisfaction generate higher levels of loyalty (Anderson and Srinivasan, 2003; Chiou, 2004; Tsai et al., 2006), some researchers believe that the relationship between s”
Relational Consequences of Perceived Deception in Online Shopping: The Moderating Roles of Type of Product, Consumer’s Attitude Toward the Internet and Consumer’s Demographics (2010, methodology): “Importantly, this study is one of the few to show the strong and positive influence of satisfaction on loyalty intentions in the online context (Anderson and Srinivasan, 2003; Fassnacht and Köse, 2007).”
Consumer perception of interface quality, security, and loyalty in electronic commerce (2009, methodology): “The scale for switching costs was adapted from a rather old study by Ping [17], while the items to assess customer satisfaction and customer loyalty were based on Anderson and Srinivasan [1].”
The role of social presence in establishing loyalty in e-Service environments (2007, background): “In online environments, a few studies have established that loyalty is related to trust (Anderson and Srinivasan, 2003; Flavián et al., 2005; Luarn and Lin, 2003), and to the design of the website (Simon, 2001; Yoon, 2002).”
Examining the Antecedents of Brand Loyalty from an Investment Model Perspective (2008, background): “In addition to supporting the basic premise of IM, this finding is also consistent with most studies on a satisfaction-loyalty relationship in the literature (Anderson and Srinivasan 2003; Bowen and Chen 2001; Yoon and Uysal 2005).”
A consumer perspective of E-service quality (2005, methodology): “These items were used in prior studies [6], [100].”
Understanding Customers' Satisfaction and Repurchase Intentions: An Integration of IS Success Model, Trust, and Justice (2011, neutral): “The relationship between service quality and satisfaction ðH4; t 1⁄4 0:72Þ was insignificant, while the relationship between trust and repurchase intention was marginal ðH8; t 1⁄4 1:82Þ: Items for measuring three justice dimensions were adapted from Anderson and Srinivasan (2003) and Folger and Kono”
Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use (2011, background): “Anderson and Srinivasan (2003) consider that in the electronic commerce context, customers who do not trust an e-business will not be loyal to it even though they are generally satisfied with the e-business, making it apparent that satisfaction is likely to result in stronger loyalty when customers…”
Perceived value, customer attitude and loyalty in retailing (2008, methodology): “(2002) and Anderson and Srinivasan (2003) Statistical techniques Descriptive analysis Analysis of the variance (ANOVA) Linear regression analysis Statistical software SPSS version 15.0 © 2008 Palgrave Macmillan 1479–1110 Journal of Retail & Leisure Property VOL.7 NO.4 PP 305–314 309”