Effects of Online Store Attributes on Customer Satisfaction & Loyalty
نویسندگان
چکیده
With a choice of many online store attributes, retail managers are concerned about which attributes to include and how to operationalize them as well as their impact on customer satisfaction and loyalty. There is a lack of consensus regarding online store attributes and their categories, and there is very limited empirical research regarding their effects. This paper uses a widely cited secondary source (Bizrate.com) that generates ratings on a wide variety of retail sites to look at the relationships. Based on the selected attributes included in the Bizrate data set, the analyses find varying relationships between specific online store attributes and site design, satisfaction and loyalty. The discussion, taking the methodological limitations in mind, draws certain conclusions between the online store attributes and the key dependent variables.
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