![Open Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextgreen.png)
![Restricted Access](https://i-scholar.in/lib/pkp/templates/images/icons/fulltextred.png)
Examining Factors Influencing Customer Loyalty and Repurchase Intentions in Online Shopping:An Indian Perspective
There has been a spurt in the online shopping in India in the recent years. More and more customers have started shopping online as they are developing trust on online transactions. This growth has made online business seemingly lucrative and hence attracts new and intense competitions. Therefore, getting customers has become a great challenge and even more difficult task is retaining them and getting repurchases out of them. Repurchases or repeating customers are very essential for the growth and survival of business in this competitive scenario. Therefore, the purpose of this study is to examine the influence of factors like e-trust, e-satisfaction on e-loyalty and e-repurchase intentions in online shopping. This study involves establishing theoretical model, hypothesis formulation and testing using regression and factor analysis. The finding of this study shows that there is significant effect of the factors on loyalty and repurchase intentions.
Keywords
Online Shopping, E-Repurchase Intentions, E-Loyalty, E-Trust and E-Satisfaction.
User
Font Size
Information
- ASSOCHAM India (2017), ASSOCHAM-Resurgent India Study.
- Delgad, B.E. and Munuera, A.J.L. (2001), “Brand Trust in the Context of customer loyalty,” European Journal of Market Research, Vol. 45(1), pp. 35–53.
- Gomez, B.G., Arranz, A.G. and Cillan, J.G. (2006), “The Role of Loyalty Programs in Behavioral and Affective Royalty”, Journal of Consumer Marketing, Vol. 23(7), pp. 387–396.
- Bhattacherjee, A. (2001), “An Empirical Analysis of the Antecedents of Electronic Commerce Service Continuance”, Decision Support Systems, Vol. 32(2), pp. 201–214.
- Bryant and Colledge, B. (2002), “Trust in Electronic Commerce Business Relationships”, Journal of Electronic Commerce Research, Vol. 3(2), pp. 3–39.
- Flavian, C., Guinaliu, M. and Gurrea, R. (2006), “The Role Played by Perceived Usability, Satisfaction, Consumer Trust on Website Loyalty”, Information and Management, Vol. 43(1), pp. 1–14.
- Terawatanavong, C., Whitwell, G.J. and Widing, R.E. (2007), “Buyer Satisfaction with Relational Exchange Across the Relationship Lifecycle”, European Journal of Marketing, Vol. 41(7–8), pp. 915–938.
- Chaudhuri, M.B. Holbrook (2001), “The Chain of Effects from Brand Trust and Brand Affect to Brand Performance: The Role of Brand Loyalty”, Journal of Marketing, Vol. 65(2), pp. 81–93, Doi:101.1509/jmkg.65.2.1.18255.
- Copeland, M.T. (1923), “Relation of Consumer's Buying Habits to Marketing Methods”, Harvard Business Review, Vol. 1(4), pp. 282–289.
- Ribbink, D., Riel, A.C.R.V., Liljander, V. and Streukens, S. (2005), “Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet”, Managing Service Quality, Vol. 14(6), pp. 446–456, Journal of Services Marketing, Vol. 17(1), pp. 53–67.
- Kim, D. and Benbasat, I. (2003). “Trust Related Argument in Internet Stores: A Framework for Evaluation,” Journal of Electronic Commerce Research, Vol. 4(2), pp. 49–64.
- Mustafa, E. (2011). “Determinants of e-commerce Customer Satisfaction, Trust and Loyalty in Saudi Arabia”, Journal of Electronic Commerce Research, Vol. 12(1).
- Gefen, F., Karahanna, F. and Straub, D.W. (2003), “Inexperience and Experience with Online Stores: The Importance of TAM and Trust”, IEEE Transaction on Engineering Management, Vol. 50, pp. 307–321.
- Velenzuela, F.A. and Parraga, Y.A.V. (2006), “Trust and Commitment as Mediataing Variables in the Relationship between Satisfaction and Hotel Guest Loyalty”, Panoraman Socio Economic, Vol. 24(32), pp. 18–23.
- Tan, F.B., Tung, L. and Xu, Y. (2009), “A Study of Web Designer Criteria for Effective Business to Cutomer (B2C) Websites using the Repertory Grid Technique”, Journal of Ecommerce Research, Vol. 10(3), pp. 155–177.
- Fullerton, F.G. (2005), “The Impact of Brand Commitment on Loyalty to Retail Service Brand, Canadian”, Journal of Administrative Sciences, Vol. 22(2), pp. 97–110.
- Gefen, D. (2000), “E-commerce: The Role of Familiarity and Trust”, Omega: The International Journal of Management Science, Vol. 28(6), pp. 725–737.
- Ha, H.Y., Janda, S. and Muthaly, S.S. (2010), “A New Understanding of Satisfaction Model in E-re-purchase Situation”, European Journal of Marketing, Vol. 44(7/8), pp. 997–1016.
- Internet and Mobile Association of India (2017), “Internet in India 2016”.
- Internet and Mobile Association of India (2017). IAMAI & KANTAR IMRB Report.
- Flint, J., Blocker, C. and Boutin, P. (2011). “Customer Value Anticipation, Customer Satisfaction and Loyalty: An Empirical Examination”, Industrial Marketing Management, Vol. 40, pp. 219–230.
- Kim, J., Morris, D. and Swait, J. (2008), “Antecedents of True Brand Loyalty”, Journal of Advertising, Vol. 37(2), pp. 99–117.
- Tam, J. (2012). “Linking Perceived Service Quality to Relational Outcomes in a Chinese Context”, Journal of International Marketing, Vol. 24, pp. 7–23.
- Lee, K.Y., Huang, H.L. and Hsu, Y.C. (2007), “Trust, Satisfaction and Commitment on Loyalty to International Retail Service Brans”, Asia Pacific Management Review, Vol. 12(3), pp. 161–169.
- Khalifa, M. and Liu, V. (2007), Online Consumer Retention: Contingent Effects of Online Shopping Habit and Online Shopping Experience”, European Journal of Information Systems, Vol. 16, pp. 780–792.
- Reid, L.J. and Reid, S.D. (1993), “Communicating Tourism Supplier Services: Building Repeat Visitor Relationships”, Communication and Channel Systems in Tourism Marketing, pp. 3–19.
- Pleessis, L.D. (2010), Customer Relationship Management and its Influence on Customer Loyalty at Liberty Life in South Africa, University of Johannesberg.
- Lin, C. and Lekhawipat, W. (2014), “Factors Affecting Online Repurchase Intention”, Industrial Management & Data Systems, Vol. 114(4), pp. 597–611.
- Ling, K.C., Chai, L.T. and Piew, T.H. (2010), “The Effects of Shopping Orientations, Online Trust and Prior Online Purchase Experience toward Customers’ Online Purchase Intention”, International Business Research, Vol. 3(3), pp. 63–76.
- Razzaque, M.M.A. and Boon, T.G. (2003), “Effects of Dependence and Trust on Channel Satisfaction, Commitment and Cooperation”, Journal of Business to Business Marketing, Vol. 10(4), pp. 23–48.
- Uncles, M.D., Dowling, G.R. and Hammond, K. (2003), “Customer Loyalty and Customer Loyalty Programs”, Journal of Consumer Marketing, Vol. 20(4), pp. 294–316.
- Rexha, N., John, R.P. and Shang, A.S. (2003), “The Impact of the Relation Plan on Adoption of Electric Banking”, Journal of Services Marketing, Vol. 17(1), pp. 53–67.
- Kotler, P. (2010), Marketing Management, Prentice Hall, Inc, New York.
- Anderson, R.E. and Srinivasan, S.S. (2003), “Satisfaction and e-loyalty: A Contingency Framework”, Psychology and Marketing, Vol. 20(2), pp. 123–138.
- Frederick, R., Robert, M.G. Jr. and Christopher, H. (2000), “e-customer Loyalty–Applying the Traditional Rules of Business for Online Success”, European Business Journal, Vol. 12(4), pp. 173–179.
- Oliver, R.L. (1999), “Whence Consumer Loyalty?” Journal of Marketing, Vol. 63(4), pp. 33–44.
- Rust, R.T. and Zahorik, A.J. (1993), “Customer Satisfaction, Customer Retention, and Market Share”, Journal of Retailing, Vol. 69(2), pp. 193–215.
- Alam, S. and Yasin, N.M. (2010), “What Factors Influence Online Brand Trust: Evidence from Online Tickets Buyers in Malaysia”, Journal of Theoretical and Applied Electronic Commerce Research, Vol. 5, Issue 3, pp. 78–89, December.
- Krauter, S.G. and Kaluschab (2003), “Empirical Research in On-line Trust: A Review and Critical Assessment”, International Journal of Human–Computer Studies, Vol. 58(6), pp. 782–812.
- Ghane, S., Fatian, M. and Gholamian, M.R. (2011), “Full Relationship among e-satisfaction, e-trust, e-service Quality and e-loyalty: The Case of Iran e-banking”, Journal of Theoretical and Applied Information Technology, 15th November, Vol. 33(1).
- Shoemaker, S. and Lewis, R.C. (1999), “Customer Loyalty: The Future of Hospitality Marketing”, International Journal of Hospitality Management, Vol. 18, pp. 345–370.
- Sugiono (2008), Business Research Methodology.
- Thurau, T.H. and Klee, A. (1997), “The Impact of Customer Satisfaction and Relationship Quality on Customer Retention a Critical Reassessment and Model Development”, Psychology & Marketing, Vol. 14(8), pp. 737–765.
- Heidt, T., Der, T.V. and Ponirin, P. (2010). “Modelling the Complexity of Eloyalty: The Role of e-Value, Trust, e-Satisfaction and e-Commitment”.
- Zeithaml, V.A, Berry, L.L. and Parasuraman, A. (1996), “The Behavioral Consequences of Service Quality”, Journal of Marketing, Vol. 60(2), pp. 41–46.
- Bart, Y., Shankar, V., Sultan, F. and Urban, G.L. (2005), “Are the Drivers and Role of Online Trust the Same for all Website and Consumers? A Large-scale Exploratory Empirical Study”, Journal of Marketing, Vol. 69, pp. 133–152.
- Liu, Y. (2007). “The Long Term Impact of Loyalty Programs on Consumer Purchase Behavior and Loyalty”, Journal of Marketing, Vol. 17(4), pp. 19–35.
![](https://i-scholar.in/public/site/images/abstractview.png)
Abstract Views: 281
![](https://i-scholar.in/public/site/images/pdfview.png)
PDF Views: 102