Advertisement

IT Value for Customer: Its Influence on Satisfaction and Loyalty in E-commerce

  • Arkadiusz KawaEmail author
  • Justyna Światowiec-Szczepańska
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 11432)

Abstract

Today, in the time of a technological revolution, which has a great influence on the economy, we can say that the world is smaller than ever. IT solutions have significantly changed business activities, which can be developed in almost any place. A specific beneficiary of this amendment is e-commerce. The customer does shopping online because of lower prices, convenience, a wider range of products, etc. Beside logistics and marketing reasons, they pay more and more attention to other aspects, too. One of them is IT solutions which support the majority of processes in online retailers, especially marketing communication and website usability. They can have influence on their satisfaction, and, consequently, on their loyalty. These aspects are relatively rarely studied. The goals of this paper are to identify the components of value for customers related to IT, and to present their influence on satisfaction and loyalty in e-commerce. We administered our survey to managers representing e-tailers, suppliers, complementors, and to customers.

Keywords

E-commerce Value for customer Satisfaction Loyalty 

Notes

Acknowledgements

This paper has been written with financial support of the National Center of Science [Narodowe Centrum Nauki] – grant number DEC-2015/19/B/HS4/02287.

References

  1. 1.
    Carte, T.A., Russell, C.J.: In pursuit of moderation: nine common errors and their solutions. MIS Q. 27, 479–501 (2003)CrossRefGoogle Scholar
  2. 2.
    Chiou, J.-S., Pan, L.-Y.: Antecedents of internet retailing loyalty: differences between heavy versus light shoppers. J. Bus. Psychol. 24, 327–339 (2009)CrossRefGoogle Scholar
  3. 3.
    Chiu, C.-M., Lin, H.-Y., Sun, S.-Y., Hsu, M.-H.: Understanding customers’ loyalty intentions towards online shopping: an integration of technology acceptance model and fairness theory. Behav. Inf. Technol. 28(4), 347–360 (2009)CrossRefGoogle Scholar
  4. 4.
    Cyr, D.: Modeling Web site design across cultures: relationships to trust, satisfaction, and E-loyalty. J. Manag. Inf. Syst. 24(4), 47–72 (2008)CrossRefGoogle Scholar
  5. 5.
    Dawson, J.F.: Moderation in management research: what, why, when and how. J. Bus. Psychol. 29(1), 1–19 (2014)CrossRefGoogle Scholar
  6. 6.
    Fernandez-Lanvin, D., de Andres-Suarez, J., Gonzalez-Rodriguez, M., Pariente-Martinez, B.: The dimension of age and gender as user model demographic factors for automatic personalization in e-commerce sites. Comput. Stan. Interfaces 59, 1–9 (2018)CrossRefGoogle Scholar
  7. 7.
    Gemius: E-commerce w Polsce 2018 (E-commerce in Poland 2018), Warszawa (2018)Google Scholar
  8. 8.
    Hsu, C.L., Lin, J.C.C.: Effect of perceived value and social influences on mobile app stickiness and in-app purchase intention. Technol. Forecast. Soc. Chang. 108, 42–53 (2016)CrossRefGoogle Scholar
  9. 9.
  10. 10.
    Huang, Z., Benyoucef, M.: From e-commerce to social commerce: a close look at design features. Electron. Commer. Res. Appl. 12(4), 246–259 (2013)CrossRefGoogle Scholar
  11. 11.
    Kawa, A., Światowiec-Szczepańska, J.: Value network creation and value appropriation in e-commerce. Przedsiębiorczość i Zarządzanie 19(6), 9–21 (2018)Google Scholar
  12. 12.
    Kotler, P.: Marketing Management: Analysis Planning Implementation and Control. Prentice Hall, Upper Saddle River (1994)Google Scholar
  13. 13.
    Kwon, W.-S., Lennon, S.J.: What induces online loyalty? Online versus offline brand images. J. Bus. Res. 62, 557–564 (2008)CrossRefGoogle Scholar
  14. 14.
    Lusch, R., Vargo, S., Tanniru, M.: Service, value networks and learning. J. Acad. Mark. Sci. 38(1), 19–31 (2010)CrossRefGoogle Scholar
  15. 15.
    Nisar, T.M., Prabhakar, G.: What factors determine e-satisfaction and consumer spending in e-commerce retailing? J. Retail. Consum. Serv. 39, 135–144 (2017)CrossRefGoogle Scholar
  16. 16.
    Olivier, R.I.: Whence consumer loyalty. J. Mark. 63, 33–44 (1999)CrossRefGoogle Scholar
  17. 17.
    Piyathasanan, B., Mathies, Ch., Wetzels, M., Patterson, P.G., Ruyter, K.: A hierarchical model of virtual experience and its influences on the perceived value and loyalty of customers. Int. J. Electron. Commer. 19(2), 126–158 (2015)Google Scholar
  18. 18.
    Raja, K., Pushpa, S.: Feature level review table generation for e-commerce websites to produce qualitative rating of the products. Future Comput. Inf. J. 2(2), 118–124 (2017)CrossRefGoogle Scholar
  19. 19.
    Sharma, A., Rishi, O.P.: A study on e-marketing and e-commerce for tourism development in Hadoti Region of Rajasthan. In: Satapathy, S.C., Joshi, A. (eds.) ICTIS 2017. SIST, vol. 83, pp. 128–136. Springer, Cham (2018).  https://doi.org/10.1007/978-3-319-63673-3_16CrossRefGoogle Scholar
  20. 20.
    Sullivan, Y.W., Kim, D.J.: Assessing the effects of consumers’ product evaluations and trust on repurchase intention in e-commerce environments. Int. J. Inf. Manage. 39, 199–219 (2018)CrossRefGoogle Scholar
  21. 21.
    Yan, Q., Wu, S., Wang, L., Wu, P., Chen, H., Wei, G.: E-WOM from e-commerce websites and social media: which will consumers adopt? Electron. Commer. Res. Appl. 17, 62–73 (2016)CrossRefGoogle Scholar
  22. 22.
    Zhao, Y., Kou, G., Peng, Y., Chen, Y.: Understanding influence power of opinion leaders in e-commerce networks: an opinion dynamics theory perspective. Inf. Sci. 426, 131–147 (2018)MathSciNetCrossRefGoogle Scholar
  23. 23.
    Zhou, L., Wang, W., Xu, J.D., Liu, T., Gu, J.: Perceived information transparency in B2C e-commerce: an empirical investigation. Inf. Manag. 55(7), 912–927 (2018)CrossRefGoogle Scholar
  24. 24.
    Zott, Ch., Amit, R., Donlevy, J.: Strategies for value creation in e-commerce: best practice in Europe. Eur. Manag. J. 18(5), 463–475 (2000)CrossRefGoogle Scholar

Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Arkadiusz Kawa
    • 1
    Email author
  • Justyna Światowiec-Szczepańska
    • 1
  1. 1.Poznan University of Economics and BusinessPoznańPoland

Personalised recommendations