The Role of Perceived Usefulness and Perceived Ease-of-Use toward Satisfaction and Trust which Influence Computer Consumers’ Loyalty in China

Nicholas Wilson, Keni Keni, Pauline Henriette Pattyranie Tan
(Submitted 7 January 2018)
(Published 8 August 2021)

Abstract


This study was commenced in order to examine the impact that both perceived usefulness and perceived ease-of-use had toward consumers’ loyalty within the computer industry in China, either directly or indirectly through satisfaction and trust. This current study utilized the survey method; questionnaires were selected as the instrument which would be used to collect all of the data from the respondents. All of the questionnaires were electronically distributed through an online survey site to a total of 400 respondents, who originated from, or were living in, five cities in China. After gathering and assessing all of the collected data, a total of 346 items of data were deemed usable, thus enabling these sets of data to be further analyzed by this study. All of these data were further analyzed using the partial least squares-structural equation modeling (PLS-SEM) method using SmartPLS 3.3.2 software. Based on the results obtained through the data’s analyses, the authors would like to conclude that both perceived usefulness and perceived ease-of-use had a positive and significant impact on customer satisfaction, trust and customer loyalty within China’s computer industry. Furthermore, in this study, both customer satisfaction and trust have been found to positively mediate the impact of perceived usefulness and perceived ease-of-use toward customer loyalty; trust serves as a better mediator compared to satisfaction. Meanwhile, this study contributed to the expansion and the enrichment of the literature in the field of marketing by thoroughly examining the implementation of the technology acceptance model (TAM) in predicting customer loyalty within China’s computer industry.


Keywords


China Computer Industry, Customer Loyalty, Customer Satisfaction, Perceived Usefulness, Perceived Ease of Use, Trust

Full Text: PDF

DOI: 10.22146/gamaijb.32106

References


Aghdaie, S.F.A., Piraman, A., and Fath, S. (2011), “An Analysis of Factors Affecting the Consumer’s Attitude of Trust and their Impact on Internet Purchasing Behavior,” International Journal of Business and Social Science, Vol. 2 (23): 147-158.

Ajzen, I. (1991), “The theory of planned behavior,” Organizational Behavior And Human Decision Processes, Vol. 50 (2): 179-211.

Al‐hawari, M.A. and Mouakket, S. (2010), "The influence of technology acceptance model (TAM) factors on students' e‐satisfaction and e‐retention within the context of UAE e‐learning," Education, Business and Society: Contemporary Middle Eastern Issues, Vol. 3 No. 4, pp. 299-314. https://doi.org/10.1108/17537981011089596

Amin, M., Rezaei, S., and Abolghasemi, M. (2014), "User satisfaction with mobile websites: the impact of perceived usefulness (PU), perceived ease-of-use (PEOU) and trust," Nankai Business Review International, Vol. 5 (3): 258-274

Anser, M.K., Tabash, M.I., Nassani, A.A., Aldakhil, A.M. and Yousaf, Z. (2021), "Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy," Library Hi Tech, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/LHT-07-2020-0165

Ariff, M.S.M., Shan, T.K., Zakuan, N., Ishak, N., and Wahi, M.R. (2014), “Examining Users’ E-Satisfaction in the Usage of Social Networking Sites; Contribution from Utilitarian and Hedonic Information Systems,” IOP Conf. Series: Materials Science and Engineering 58.

Aydin, S. and Ozer, G. (2005), ‘‘National customer satisfaction indices: an implementation in the Turkish mobile telephone market,’’ Marketing Intelligence & Planning, Vol. 23 (5): 486-504.

Baccarella, C.V., Wagner, T.F., Scheiner, C.W., Maier, L. and Voigt, K.-I. (2020), "Investigating consumer acceptance of autonomous technologies: the case of self-driving automobiles," European Journal of Innovation Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/EJIM-09-2019-0245

Ball, D., Coelho, P.S. and Vilares, M.J. (2006), ‘‘Service personalization and loyalty,’’ Journal of Services Marketing, Vol. 6 (6): 391-403.

Bapat, D. (2017), "Exploring the antecedents of loyalty in the context of multi-channel banking," International Journal of Bank Marketing, Vol. 35(2): 174-186. https://doi.org/10.1108/IJBM-10-2015-0155

Bentler, P. M., & Bonett, D. G. (1980). Significance Tests and Goodness-of-Fit in the Analysis of Covariance Structures, Psychological Bulletin, Vol.88, pp. 588-600

Bhat, S.A., Islam, S.B. and Lone, U.M. (2021), "Antecedents and consequences of online buying behavior: a mediation study," South Asian Journal of Business Studies, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/SAJBS-07-2020-0223

Boomsma, A. and Hoogland, J.J. (2001), “The robustness of LISREL modeling revisited,” in Cudeck, R., du Toit, S. and Sorbom, D. (Eds), Structural Equation Modeling: Present and Future, Scientific Software International, Inc, Chicago, IL, pp. 139-168

Caceras, R.C. and Paparoidamis, N.G. (2007), ‘‘Service quality, relationship satisfaction, trust, commitment and business-to-business loyalty,’’ European Journal of Marketing, Vol. 41 (7/8): 836-867.

Chen, Q., Chen, H.M. and Kazman, R. (2007), “Investigating antecedents of technology acceptance of initial eCRM users beyond generation X and the role of self-construal,” Electronic Commerce Research, Vol. 7 (3): 315-339.

Chinomona, R. (2013), “The influence of perceived ease-of-use and perceived usefulness on trust and intention to use mobile social software: technology and innovation,” African Journal for Physical Health Education, Recreation and Dance, Vol. 19 (2): 258-273.

Christodoulides, G. and Michaelidou, N. (2011), “Shopping motives as antecedents of e-satisfaction and e-loyalty,” Journal of Marketing Management, Vol. 27 (1/2): 181-197.

Chu, K.-M. (2009), “The Construction Model of Customer Trust, Perceived Value and Customer Loyalty,” Journal of American Academy of Business, Vol. 14 (2): 98-103.

Cooil, B., Keiningham, T., Aksoy, L. and Hsu, M. (2007), “A longitudinal analysis of customer satisfaction and share of wallet: investigating the moderating effect of customer characteristics,” Journal of Marketing, Vol. 71: 67‐83.

Davis, F.D. (1989), “Perceived usefulness, perceived ease-of-use, and user acceptance ofinformation technology,” MIS Quarterly, Vol. 13 No. 3, pp. 319-340

Davis, F.D., Bagozzi, R.P. and Warshaw, P.R. (1989), “User acceptance of computer technology: a comparison of two theoretical models”, Management Science, Vol. 35 (8): 982-1003.

Delgado-Ballester, E., Munuera-Alemán, J.L. and Guillén, M.J. (2003), “Development and validation of a trust scale,” International Journal of Market Research, Vol. 45 (1): 35-58.

Deshpande, R. and Zaltman, G. (1987), “A Comparison of Factors Affecting Use of Marketing Information in Consumer and Industrial Firms,” Journal of Marketing Research, Vol. 24 (1): 114-118.

Doll, W. J., Hendrickson, A., and Deng, X. (1998), “Using Davis’s Perceived Usefulness and Easeof-use Instruments for Decision Making: A Confirmatory and Multigroup Invariance Analysis,” Decision Sciences Journal, Vol. 29 (4): 839-869.

Doney, P.M. and Cannon, J.P. (1997), “An examination of the nature of the trust in buyer-seller relationship,’’ Journal of Marketing, Vol. 61: 35-51.

Duncan, E. and Elliot, G. (2002), ‘‘Customer service quality and financial performance among Australian retail financial institutions,’’ Journal of Financial Service Marketing, Vol. 7 (1): 25-41.

Ehigie, B.O. (2006), ‘‘Correlates of customer loyalty to their bank: a case study in Nigeria,’’ International Journal of Bank Marketing, Vol. 24 (7): 494-508.

El‐Haddadeh, R., Weerakkody, V. and Peng, J. (2012), "Social networking services adoption in corporate communication: the case of China," Journal of Enterprise Information Management, Vol. 25 No. 6, pp. 559-575. https://doi.org/10.1108/17410391211272838

Eriksson, K., Kerem, K. and Nilsson, D. (2005), “Customer acceptance of internet banking in Estonia,” International Journal of Bank Marketing, Vol. 23(2): 200-216.

Fang, Y.H. (2017), Beyond the usefulness of branded applications: insights from consumer-brand engagement and self-construal perspectives, Psychology & Marketing, Vol. 34 No. 1, pp. 40-58.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of Marketing, Vol. 56(1): 6-21.

García, J. and Caro, L. (2009), “Understanding customer loyalty through systems dynamics,” Management Decision, Vol. 47(1): 151‐172

Garepasha, A., Aali, S., Bafandeh Zendeh, A.R. and Iranzadeh, S. (2021), "Relationship dynamics in customer loyalty to online banking services," Journal of Islamic Marketing, Vol. 12 No. 4, pp. 830-863. https://doi.org/10.1108/JIMA-09-2019-0183

Gender Ration in China. (2021, January 16). https://statisticstimes.com/demographics/country/china-sex-ratio.php.

Guan, J., Wang, W., Guo, Z., Chan, J.H. and Qi, X. (2021), "Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect," International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-10-2020-1177

Guenzi, P., Johnson, M.D., and Castaldo, S. (2009), “A Comprehensive Model of Customer Trust in Two Retail Stores,” Journal of Service Management, Vol. 20(3): 290-316.

Hair, J.F., Black, W.C., Babin, B.J., & Anderson, R.E. (2010). Multivariate Data Analysis: Seventh Edition. Prentice Hall, Upper Saddle River, New Jersey

Hair, J.F., Ringle, C.M., and Sarstedt, M. (2011), “PLS-SEM: Indeed a Silver Bullet,” Journal of Marketing Theory and Practice. Vol. 19(2): 139-151.

Halstead, D., Hartman, D. and Schmidt, S.L. (1994), “Multisource effects on the satisfaction formation process,” Journal of the Academy of Marketing Science, Vol. 22(2): 114-129.

Han, X., Kwortnik, R., Jr. and Wang, C. (2008), “Service loyalty: an integrative model and examination across service contexts,” Journal of Service Research, Vol. 11(1): 22-42.

Hansemark, O.C. and Albinsson, M. (2004), ‘‘Customer satisfaction and retention: the experiences of individual employees,’’ Managing Service Quality, Vol. 14 No. 1, pp. 40-57.

Henseler, J., Ringle, C.M., and Sinkovics, R.R. (2009), “The Use of Partial Least Squares Path Modelling in International Marketing,” Advances in International Marketing, Vol. 20, pp. 277-319.

Hoogland, J. J., & Boomsma, A. (1998). Robustness studies in covariance structure modeling - An overview and a meta-analysis. Sociological Methods & Research, Vol. 26 No.3, 329-367. https://doi.org/10.1177%2F0049124198026003003

Horst, M., Kittschreuter, M., and Gutteling, J.M. (2007), “Perceived usefulness, personal experiences, risk perception and trust as determinants of adoption of e-government services in The Netherlands,” Computers in Human Behavior, Volume 23 No. 4., pp. 1838-1852.

Households' Income and Consumption Expenditure in 2020. National Bureau of Statistics of China. (2021, January 19). http://www.stats.gov.cn/english/PressRelease/202101/t20210119_1812523.html.

Hsu, S.H. (2007), ‘‘Developing an index for online customer satisfaction: adaptation of American Customer Satisfaction Index,’’ Expert Systems with Applications, Vol. 34, pp. 3033-3042.

Hu, L.-t., and Bentler, P. M. (1998). Fit Indices in Covariance Structure Modeling: Sensitivity to Underparameterized Model Misspecification, Psychological Methods, Vol. 3 No.4, pp.424-453.

Jahangir, N., and Begum, N. (2008), “The role of perceived usefulness, perceived ease-of-use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking,” African Journal of Business Management, Vol.2 No. 1, pp. 32-40.

Jin, B., Park, J.Y., and Kim, J. (2008), “Cross-Cultural Examination of the Relationships among Firm Reputation, e-Satisfaction, e-Trust, and e-Loyalty,” International Marketing Review, Vol. 25 No. 3, pp. 324-337.

Juliana, J., Putri, F.F., Wulandari, N.S., Saripudin, U. and Marlina, R. (2021), "Muslim tourist perceived value on revisit intention to Bandung city with customer satisfaction as intervening variables," Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JIMA-08-2020-0245

Kartika, T., Firdaus, A. and Najib, M. (2020), "Contrasting the drivers of customer loyalty; financing and depositor customer, single and dual customer, in Indonesian Islamic bank," Journal of Islamic Marketing, Vol. 11 No. 4, pp. 933-959. https://doi.org/10.1108/JIMA-04-2017-0040

Keni, K. (2020). How Perceived Usefulness and Perceived Ease-of-use Affecting Intent to Repurchase? Jurnal Manajemen, Vol. 24(3), pp. 481-496.

Kim, S.C., Yoon, D. and Han, E.K. (2016), Antecedents of mobile app usage among smartphone users, Journal of Marketing Communications, Vol. 22 No. 6, pp. 653-670

Kline, R. B. (2016). Principles and Practice of Structural Equation Modeling (4th ed.). Guilford Press.

Koufaris, M., Kambil, A., and Labarbera, P. A. (2001), “Consumer Behavior in Web-Based Commerce: An Empirical Study,” International Journal of Electronic Commerce Vol. 6 No. 2, pp. 115-138.

Kumar, P., Mokha, A.K. and Pattnaik, S.C. (2021), "Electronic customer relationship management (E-CRM), customer experience and customer satisfaction: evidence from the banking industry," Benchmarking: An International Journal, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/BIJ-10-2020-0528

Lam, R. and Burton, S. (2006), ‘‘SME banking loyalty (and disloyalty): a qualitative study in Hong Kong,’’ International Journal of Bank Marketing, Vol. 24 No. 1, pp. 37-52.

Latif, K.F., Bunce, L. and Ahmad, M.S. (2021), "How can universities improve student loyalty? The roles of university social responsibility, service quality, and “customer” satisfaction and trust," International Journal of Educational Management, Vol. 35 No. 4, pp. 815-829. https://doi.org/10.1108/IJEM-11-2020-0524

Lee, T. and Jun, J. (2007), “Contextual perceived value?: Investigating the role of contextual marketing for customer relationship management in a mobile commerce context,” Business Process Management Journal, Vol. 13 No. 6, pp. 798-814.

Lindsay, R., Jackson, T.W. and Cooke, L. (2011), "Adapted technology acceptance model for mobile policing," Journal of Systems and Information Technology, Vol. 13 No. 4, pp. 389-407. https://doi.org/10.1108/13287261111183988

Lohmöller, J.-B. (1989). Latent Variable Path Modeling with Partial Least Squares, Physica: Heidelberg

Martínez‐López, F.J., Gázquez‐Abad, J.C. and Sousa, C.M.P. (2013), "Structural equation modelling in marketing and business research: Critical issues and practical recommendations," European Journal of Marketing, Vol. 47 No. 1/2, pp. 115-152. https://doi.org/10.1108/03090561311285484

Mittal, B. and Lassar, W.M. (1998), ‘‘Why do customers switch? The dynamics of satisfaction versus loyalty,’’ Journal of Service Marketing, Vol. 12 No. 3, pp. 177-194.

Mohamed, N., Hussein, R., Hidayah Ahmad Zamzuri, N. and Haghshenas, H. (2014), "Insights into individual's online shopping continuance intention," Industrial Management & Data Systems, Vol. 114 No. 9, pp. 1453-1476. https://doi.org/10.1108/IMDS-07-2014-0201

Morgan, R. and Hunt, S. (1994), “The commitment-trust theory of relationship marketing,” Journal of Marketing, Vol. 58 No. 1, pp. 20-38.

Nguyen, N., Leclerc, A., and LeBlanc, G. (2013), “The Mediating Role of Customer Trust on Consumer Loyalty,” Journal of Service Science and Management, Vol. 6, pp. 96-109.

 

Okpala, I., Nnaji, C. and Awolusi, I. (2021), "Wearable sensing devices acceptance behavior in construction safety and health: assessing existing models and developing a hybrid conceptual model," Construction Innovation, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/CI-04-2020-0056

Oliver, R.L. (1997), Satisfaction: A Behavioral Perspective on the Consumer, Irwin/McGraw Hill, New York. NY.

Park, E., Kim, K.J. and Del Pobil, A.P. (2013), “An examination of psychological factors affecting drivers’ perceptions and attitudes toward car navigation systems,” IT Convergence and Security2012, Springer, Netherlands, pp. 555-562

Pavlou, P. A. (2003), “Consumer Acceptance of Electronic Commerce—Integrating Trust and Risk with the Technology Acceptance Model,” International Journal of Electronic Commerce, Vol. 73, pp. 69-103.

Peterson, R.A. (1994), “A Meta-analysis of Cronbach’s coefficient alpha,” Journal of Consumer Research, Vol. 21 No. 2, pp. 381-391.

Polatoglu, V.N., and Ekin, S. (2001), “An empirical investigation of the Turkish consumers' acceptance of internet banking services,” International Journal of Bank Marketing, Vol. 19 No. 4, pp. 156-165.

Rahman, M.M., Lesch, M.F., Horrey, W.J. and Strawderman, L. (2017), “Assessing the utility of TAM,TPB, and UTAUT for advanced driver assistance systems,” Accident Analysis and Prevention,Vol. 108, pp. 361-373

Rezaei, S. and Amin, M. (2013), “Exploring online repurchase behavioural intention of university students in Malaysia,” Journal for Global Business Advancement, Vol. 6 No. 2, pp. 92-119.

Rouibah, K., Abbas, H. and Rouibah, S. (2011), “Factors affecting camera mobile phone adoption before e-shopping in the Arab world,” Technology in Society, Vol. 33 No.3/4, pp. 271-283.

Seiders, K., Voss, G., Grewal, D. and Godfrey, A. (2005), “Do satisfied customers buy more? Examining moderating influences in a retailing context,” Journal of Marketing, Vol. 69, pp. 26‐43.

Sibona, C., and Choi, J. H. (2012), “Factors Affecting End-User Satisfaction on Facebook,” Paper presented In Sixth International AAAI Conference on Weblogs and Social Media.

Sreeram, A., Kesharwani, A. and Desai, S. (2017), "Factors affecting satisfaction and loyalty in online grocery shopping: an integrated model," Journal of Indian Business Research, Vol. 9 No. 2, pp. 107-132. https://doi.org/10.1108/JIBR-01-2016-0001

Sum Chau, V. and Ngai, L.W.L.C. (2010), "The youth market for internet banking services: perceptions, attitude and behaviour," Journal of Services Marketing, Vol. 24 No. 1, pp. 42-60. https://doi.org/10.1108/08876041011017880

Tan, M., and Teo, T.S.H. (2000), “Factors influencing the adoption of internet banking,” Journal of the Association for Information Systems, Vol. 1 No. 5, pp. 22-38.

Tang, T.-W., and Chi, W.-H. (2005), “The Role of Trust in Customer Online Shopping Behavior: Perspective of Technology Acceptance Model,” Paper presented at the Proccedings of NAACSOS Conference 2005 Indiana, USA.

Tu, C.C., Fang, K., and Lin, C.Y. (2012), “Perceived Ease-of-use, Trust, and Satisfaction as Determinants of Loyalty in e-Auction Marketplace,” Journal of Computers, Vol. 7 No. 3, pp. 645-652.

Usman, H., Mulia, D., Chairy, C. and Widowati, N. (2020), "Integrating trust, religiosity and image into technology acceptance model: the case of the Islamic philanthropy in Indonesia," Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JIMA-01-2020-0020

Usman, H., Projo, N.W.K., Chairy, C. and Haque, M.G. (2021), "The exploration role of Sharia compliance in technology acceptance model for e-banking (case: Islamic bank in Indonesia)," Journal of Islamic Marketing, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JIMA-08-2020-0230

Veloutsou, C. (2015), "Brand evaluation, satisfaction and trust as predictors of brand loyalty: the mediator-moderator effect of brand relationships," Journal of Consumer Marketing, Vol. 32 No. 6, pp.405-421.

Veloutsou, C., Gilbert, R., Moutinho, L. and Goode, M. (2005), “Measuring transaction specific satisfaction in services: are the measures transferable across cultures?” European Journal of Marketing, Vol. 39 No. 1/2, pp. 606-628.

Wangwacharakul, P., Márquez Medina, S. and Poksinska, B.B. (2021), "Cross-cultural comparability of customer satisfaction measurement – the case of mobile phone service providers," International Journal of Quality and Service Sciences, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJQSS-01-2020-0011

Wilson, N. (2018). The Impact of Service Quality and Brand Image Toward Customer Loyalty in The Indonesian Airlines Industry, Jurnal Manajemen Indonesia. Vol. 18 No.3, pp.222-234. https://doi.org/10.25124/jmi.v18i3.1734

Wilson, N. (2019). The Impact of Perceived Usefulness and Perceived Ease-of-Use toward Repurchase Intention in the Indonesian E-Commerce Industry, Jurnal Manajemen Indonesia. Vol. 19 (3), pp. 241-249. https://doi.org/10.25124/jmi.v19i3.2412

Wilson, N. (2020). Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry? Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020), https://dx.doi.org/10.2991/aebmr.k.200915.003

Wilson, N., & Christella, R. (2019). An Empirical Research of Factors Affecting Customer Satisfaction: A Case Of The Southeast Asian E-Commerce Industry, DeReMaJurnalManajemen, Vol. 14 No.1, pp.21-44.http://dx.doi.org/10.19166/derema.v14i1.1108

Wilson, N., & Makmud, S.T. (2018). The Effect of Brand Evaluation, Satisfaction, Brand Relationship And Trust To Brand Loyalty: A Case Study Of The Southeast Asian Smartphone Industry, Jurnal Muara Ilmu Sosial, Humaniora, dan Seni, Vol 2 No.2, pp.633-649.http://dx.doi.org/10.24912/jmishumsen.v2i2.2077

Wilson, N., Alvita, M., and Wibisono, J. (2021). The Effect of Perceived Ease of Use and Perceived Security Toward Satisfaction and Repurchase Intention, Jurnal Muara Ilmu Ekonomi dan Bisnis, Vol. 5 No. 1, pp. 145-159. http://dx.doi.org/10.24912/jmieb.v5i1.10489

Wilson, N., and Keni, K. (2018). Pengaruh Website Design Quality dan Kualitas Jasa Terhadap Repurchase Intention: Variabel Trust Sebagai Variabel Mediasi, Jurnal Manajemen dan Pemasaran Jasa, Vol.11 No.2, pp.291- 310. http://dx.doi.org/10.25105/jmpj.v11i2.3006

Wilson, N., Keni, K., and Tan, P.H.P. (2019). The Effect of Website Design Quality and Service Quality on Repurchase Intention in the E-commerce Industry: A CrossContinental Analysis, Gadjah Mada International Journal of Business, Vol. 21(2), 187-222. https://doi.org/10.22146/gamaijb.33665

Wu, J., Liu, L. and Huang, L. (2017), "Consumer acceptance of mobile payment across time: Antecedents and moderating role of diffusion stages," Industrial Management & Data Systems, Vol. 117 No. 8, pp. 1761-1776. https://doi.org/10.1108/IMDS-08-2016-0312

Yap, B.W.,  Ramayah, T., and Shahidan, W.N.W. (2012), "Satisfaction and trust on customer loyalty: a PLS approach," Business Strategy Series, Vol. 13 No. 4, pp.154-167.

Yi, Y. and La, S. (2004), “What influences the relationship between customer satisfaction and repurchase intention? Investigating the effects of adjusted expectations and customer loyalty,” Psychology & Marketing, Vol. 21 No. 5, pp. 351‐373

Zhou, T., Lu, Y., and Wang, B. (2009), “The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior,” Information Systems Management. Vol. 26, pp. 327–337.


Refbacks

  • There are currently no refbacks.




Copyright (c) 2021 Gadjah Mada International Journal of Business

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.