TY  - JOUR
AB  - Past e‐service research has largely concentrated on customer responses to online retailers. The present study sheds light on the determinants of customer loyalty to a content‐based service, a healthcare Web site. Content‐based service providers must build a loyal customer base in order to attract advertisers and sponsors. Lack of trust has been one of the most important reasons for consumers not adopting online services involving financial exchanges, but trust appears to be equally important to exchanges that require divulging sensitive information, such as health issues. Results reveal that loyalty to the health site is satisfaction‐driven, but that trust is the main antecedent of satisfaction. Need fulfilment, responsiveness, security and technical functionality of the Web site are shown to influence trust. Managerial implications are provided.
VL  - 18
IS  - 3
SN  - 0887-6045
DO  - 10.1108/08876040410536486
UR  - https://doi.org/10.1108/08876040410536486
AU  - Gummerus Johanna
AU  - Liljander Veronica
AU  - Pura Minna
AU  - van Riel Allard
PY  - 2004
Y1  - 2004/01/01
TI  - Customer loyalty to content‐based Web sites: the case of an online health‐care service
T2  - Journal of Services Marketing
PB  - Emerald Group Publishing Limited
SP  - 175
EP  - 186
Y2  - 2024/04/24
ER  -