Review of Consumer Stickiness Research from Influence Factor Perspective

  • Xiaohua Ou
  • Qun Wang
  • Jun Xue
Part of the Communications in Computer and Information Science book series (CCIS, volume 211)


This paper reviews influence factors of the stickiness from the website, consumers and demographic factor perspective. In view of the website, this paper stress on the website should be concerned about web credibility, web monitoring and web service quality in order to increase consumers stickiness to the website; In view of consumers’ perspective, customer’s satisfaction, trust and customer commitment are main influence factors in this paper; It’s especially concerned that the demographic statistics variables affect the stickiness of has been analyzed such as gender, age and educational level. At last, the future research directions are put forward.


Customer stickiness customer factor website factor demographic factor 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. 1.
    Lin, J.C.-C.: Online Stickiness: Its Antecedents and Effect on Purchasing Intention. Behavior &Information Technology 26(6), 507, 509–516 (2007)Google Scholar
  2. 2.
    Wathen, C.N., Burkell, J.: Believe it or not: factors influencing credibility on the web. Journal of the American Society for Information Science and Technology 53(2), 134–144 (2002)CrossRefGoogle Scholar
  3. 3.
    Gefen, D., Straub, D.W.: Managing user trust in B2C e-services. e-Service, 7–24 (2003)Google Scholar
  4. 4.
    Pavlou, P.A., Gefen, D.: Building effective online marketplaces with institution-based trust. Information Systems esearch 15(1), 37–59 (2004)CrossRefGoogle Scholar
  5. 5.
    Gefen, D., Straub, D.W.: Consumer trust in B2C e-commerce and the importance of social presence: Experiments in e-products and e-services. Omega 32, 407–424 (2004)CrossRefGoogle Scholar
  6. 6.
    Brown, J., Morgan, J.: Reputation in online auctions: The market for trust. California Management Review 49(1), 61–81 (2006)CrossRefGoogle Scholar
  7. 7.
    Yang, Z., Cai, S., Zhou, Z., Zhou, N.: Development and validation of an instrument to measure user perceived service quality of information presenting Web portals. Information&Management 42(4), 575–589 (2005)Google Scholar
  8. 8.
    Lin, G.T.R., Sun, C.-C.: Factors influencing satisfaction and loyalty in online shopping: an integrated model. Online information review 33(3), 458–475 (2009)CrossRefGoogle Scholar
  9. 9.
    Teo, T.S.H.: Demographic and motivation variables associated with internet usage activities. Internet Research: Electronic Networking Applications and Policy 11(2), 125–137 (2001)CrossRefGoogle Scholar
  10. 10.
    Wang, H.: Review of Online Stickiness Research from Consumer Perspective. In: International Conference on Networking and Digital Society, pp. 116–119 (2010)Google Scholar
  11. 11.
    Khalifa, M., Liu, V.: Determinants of Satisfaction at Different Adoption Stages of Internet-based Services. Journal of the Association for Information Systems 4(5), 206–232 (2003)Google Scholar
  12. 12.
    Bansal Harvir, S., McDougall, Gordon, H.G., Dikolli Shane, S., Sedatole Karen, L.: Relating E-satisfaction to Behavioral Outcomes: an Empirical Study. Journal of Services Marketing 18(4), 290–302 (2004)CrossRefGoogle Scholar
  13. 13.
    Kurniawan, S.H.: Merged Structural Equation Model of Online Retailer’s Customer Preference and Stickiness. Communications of the ACM 39, 341–346 (2000)Google Scholar
  14. 14.
    Fogg, B.J.: Persuasive Technologies: Using Computers to Change What We Think and Do. Morgan Kaufmann Publishers, San Francisco (2003)Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2011

Authors and Affiliations

  • Xiaohua Ou
    • 1
  • Qun Wang
    • 1
  • Jun Xue
    • 1
  1. 1.School of economic and managementXi’an University of Posts & Telecommunications/Northwest UniversityXi’anChina

Personalised recommendations