An empirical validation of a loyalty model based on expectation disconfirmation

By Sungjoon Yoon, Jooho Kim. 2000

179 citations recorded by the source corpus.

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

Effects of e‐service quality on loyalty intention: an empirical study in online auction (2008, background): “Expectancy disconfirmation theory Expectancy disconfirmation theory (EDT) has been widely used in the marketing field of consumer behavior to study post-purchase phenomena, including consumer satisfaction, repurchase intentions and complaining behaviors (e.g. Swan and Trawick, 1981; Wilton and Myers”
Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a web site (2006, unknown): “…(G2) 2.2153 0.2246 1.3757 1.0300 3.5303 0.5890 Standard dev 1.1631 1.2580 1.0532 1.0252 0.9390 1.4132 Table I. Univariate statistics IMDS 106,5 608 and O’Cass and Fenech (2003); and for loyalty, Rowley and Dawes (2000), Nilsson and Olsen (1995), Yoon and Kim (2000) and Flavián et al. (2001).”
Perceived e‐service quality (PeSQ) (2007, background): “The securing of higher levels of consumer satisfaction leads to an improvement in both purchasing intentions and loyalty levels (Anderson and Sullivan, 1990; Yoon and Kim, 2000).”
The role of security, privacy, usability and reputation in the development of online banking (2007, methodology): “In this respect, the set of interactions produced between the company and its customers will be a source of information for them to appreciate the quality of the products in comparison with the available alternatives (Yoon and Kim, 2000).”