TY  - JOUR
AB  - In e‐commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium – here called “e‐trust” – is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e‐commerce context. In the study, e‐trust is found to directly affect loyalty. The e‐service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e‐trust and e‐satisfaction. Other e‐quality dimensions, such as ease of use, e‐scape, responsiveness, and customization influence e‐loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided.
VL  - 14
IS  - 6
SN  - 0960-4529
DO  - 10.1108/09604520410569784
UR  - https://doi.org/10.1108/09604520410569784
AU  - Ribbink Dina
AU  - van Riel Allard C.R.
AU  - Liljander Veronica
AU  - Streukens Sandra
PY  - 2004
Y1  - 2004/01/01
TI  - Comfort your online customer: quality, trust and loyalty on the internet
T2  - Managing Service Quality: An International Journal
PB  - Emerald Group Publishing Limited
SP  - 446
EP  - 456
Y2  - 2024/04/19
ER  -