The role of perceived usability, reputation, satisfaction and consumer familiarity on the website loyalty formation process

Computers in Human Behavior

Volumn 24, Issue 2, 2008, Pages 325-345

  Casaló, Luis ^a   Flavián, Carlos ^a   Guinalíu, Miguel ^a  

^a UNIVERSITY OF ZARAGOZA   (Spain)

Author keywords

Familiarity; Internet; Loyalty; Multi sample analysis; Reputation; Satisfaction; Usability

Indexed keywords

CUSTOMER SATISFACTION; ELECTRONIC COMMERCE; MULTI AGENT SYSTEMS; ONLINE SYSTEMS;

CONSUMER SATISFACTION; ELECTRONIC BUSINESS;

WEBSITES;

EID: 38149063823     PISSN: 07475632     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.chb.2007.01.017     Document Type: Article

References (113)

1. Aaker D.A. Managing brand equity (1996), The Free Press, New York
2. Abu-Ghazzeh T.M. Movement and way finding in the King Saud University built environment: A look at freshman orientation and environmental information. Journal of Environmental Psychology 16 (1996) 303-318
3. Adamic, L. A., & Huberman, B.A. (1983). The nature of markets on the World Wide Web. In Proceedings of the 1983 convention of the American Academy of Advertising, Lawrence, KS.
4. AECE (2004). Estudio sobre comercio electrónico B2C 2004, Asociación Española de Comercio Electrónico AECE-FECEMD. . Access on March 2005.
5. a encuesta AIMC a usuarios de Internet. Asociación para la Investigación de Medios de Comunicación. . Access on March 2005.
6. Aladwania A.M., and Palvia P.C. Developing and validating an instrument for measuring user-perceived Web Quality. Information and Management 39 6 (2002) 467-476
7. Alba J.W., and Cooke A. When absence begets inference in conjoint analysis. Journal of Marketing Research 41 November (2004) 382-387
8. Alba J.W., and Hutchinson J.W. Dimensions of consumer expertise. Journal of Consumer Research 13 (1987) 411-453
9. Alba J.W., Lynch J., Weitz B., Janiszewski C., Lutz R., Sawyer A., et al. Interactive home shopping: Consumer, retailer and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing 61 3 (1997) 38-53
10. Anastasi A. Psychological testing (1988), Macmillan, New York
11. Anderson J., and Gerbing D. Structural modeling in practice: A review and recommended two-step approach. Psychological Bulletin 103 3 (1988) 411-423
12. Anderson E., and Sullivan M. The antecedents and consequences of customer satisfaction for firms. Management Science 12 2 (1993) 125-143
13. Anderson E., and Weitz B. The use of pledges to build and sustain commitment in distribution channels. Journal of Marketing Research 29 (1992) 18-34
14. Andreassen T.W. What drives customer loyalty with complaint resolution?. Journal of Service Research 1 4 (1999) 324-332
15. Andreassen T.W., and Lindestad B. The effect of corporate image in the formation of customer loyalty. Journal of Service Research 1 1 (1998) 82-92
16. Arora R., and Stoner C. The effect of perceived service quality and name familiarity. The Journal of Services Marketing 10 1 (1996) 22-34
17. Backman S.J., and Crompton J.L. The usefulness of selected variables for predicting activity loyalty. Leisure Sciences 13 (1991) 205-220
18. Backman S.J., and Veldkamp C. Examination of the relationship between service quality and user loyalty. Journal of Park and Recreation Administration 13 2 (1995) 29-41
19. Bagozzi R.P. Structural equation model in marketing research. Basic principles. Principles of marketing research (1994), Blackwell Publishers, Oxford 317-385
20. Baker D.A., and Crompton D.L. Quality, satisfaction and behavioural intentions. Annals of Tourism Research 27 3 (2000) 785-804
21. Bakos J.Y. Reducing buyer search costs: Implications for electronic marketplaces. Management Science 43 12 (1997) 1676-1692
22. Barnes S.J., and Vidgen R.T. An integrative approach to the assessment of e-commerce quality. Journal of Electronic Commerce Research 3 3 (2002) 114-127
23. Bettman J.R., and Park C.W. Effects of prior knowledge and experience and phase of the choice process on consumer decision processes. A protocol analysis. Journal of Consumer Research 7 (1980) 234-248
24. Bhattacherjee A. Individual trust in online firm. Scale development and initial test. Journal of Management Information Systems 19 1 (2002) 211-241
25. Black N., Lockett A., Ennew C., Winklhofer H., and McKechnie S. Modelling consumer choice of distribution channels: An illustration from financial services. The International Journal of Bank Marketing 20 4 (2002) 161-173
26. Bloemer J., and de Ruyter K. On the relationship between store image, store satisfaction and store loyalty. European Journal of Marketing 32 5/6 (1998) 499-513
27. Bower G., and Hilgard E.H. Theories of learning. 5th ed. (1981), Prentice Hall, Englewood Cliffs
28. Brockman B. The influence of affective state on satisfaction ratings. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior 11 (1998) 40-50
29. Churchill G.A. A paradigm for developing better measures for marketing constructs. Journal of Marketing Research 16 1 (1979) 64-73
30. Cronbach L.J. Essentials of psychological testing (1970), Harper and Row, New York
31. Davis F. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13 3 (1989) 319-340
32. Dick A., Jain A., and Richardson P. Correlates of store brand proneness: Some empirical observations. Journal of Product and Brand Management 4 4 (1995) 15-22
33. Doney P.M., and Cannon J.P. An examination of the nature of trust in the buyer-seller relationship. Journal of Marketing 51 (1997) 35-51
34. Flavián C., Guinalíu M., and Gurrea R. The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management. The International Journal of Information Systems Applications 43 1 (2006) 1-14
35. Fombrun C., and Shanley M. What's in a name? Reputation building and corporate strategy. Academy of Management Journal 33 2 (1990) 233-248
36. Fornell C., and Larcker D. Structural equation models with unobserved variables and measurement error. Journal of Marketing Research 18 (1981) 39-50
37. Fullerton G. When does commitment lead to loyalty?. Journal of Service Research 5 4 (2003) 333-344
38. Ganesan S. Determinants of long-term orientation in buyer-seller relationship. Journal of Marketing 58 (1994) 1-19
39. Gärling T., Säisä J., Böök A., and Lindberg E. The spatiotemporal sequencing of every day activities in the large scale environment. Journal of Environmental Psychology 6 (1986) 261-280
40. Gefen D. E-commerce the role of familiarity and trust. OMEGA. The International Journal of Management Science 28 (2000) 725-737
41. Gefen D., and Straub D.W. Consumer trust in B2C e-Commerce and the importance of social presence: Experiments in e-Products and e-Services. OMEGA. The International Journal of Management Science 32 (2004) 407-424
42. Geyskens I., Steenkamp J., and Kumar N. A meta-analysis of satisfaction in marketing channel relationships. Journal of Marketing Research 36 2 (1999) 223-238
43. Gitelson R.J., and Crompton J. Insights into the repeat vacation phenomenon. Annals of Tourism Research 11 (1984) 199-217
44. Gursoy, D. (2001). Development of a travelers' information search behavior model. . Access on March 2005.
45. Hair Jr. J.F., Anderson R.E., Tatham R.L., and Black W.C. Multivariate data analysis. 5th ed. (1998), Prentice Hall, Englewood Cliffs
46. Hardesty D., and Bearden W. The use of expert judges in scale development: Implications for improving face validity of measures of unobservable constructs. Journal of Business Research 57 2 (2004) 98-107
47. Heiens R.A., and Pleshko L.P. Categories of customer loyalty: An application of the customer loyalty classification framework in the fast food hamburger market. Journal of Food Products Marketing 3 1 (1996) 1-12
48. Herbig P., and Milewicz J. The relationship of reputation and credibility to brand success. Journal of Consumer Marketing 10 1 (1993) 5-10
49. Herbig P., Milewicz J., and Golden J. A model of reputation building and destruction. Journal of Business Research 31 (1994) 23-31
50. Hildebrandt L. Consumer retail satisfaction in rural areas A reanalysis of survey data. Journal of Economic Psychology 8 (1987) 19-42
51. Ho T., and Chong J. A parsimonious model of stockkeeping-unit choice. Journal of Marketing Research 40 August (2003) 351-365
52. Hyde A., and Gosschalk B. The business world will never be the same: The contribution of research to corporate governance post-Enron. International Journal of Market Research 47 1 (2005) 29-44
53. Jacoby J.R.W., and Chestnut R. Brand loyalty measurement and management (1978), Wiley, New York
54. Janda S., Trocchia P., and Gwinner K. Consumer perceptions of Internet retail service quality. International Journal of Service Industry Management 13 5 (2002) 412-431
55. Jarvenpaa S.L., Tractinsky N., and Vitale M. Consumer trust in an Internet store. Information Technology and Management 1 1-2 (2000) 45-71
56. Jayanti R.K., and Ghosh A.K. Service value determination: An integrative perspective. Journal of Hospitality and Leisure Marketing 34 4 (1996) 5-25
57. Jöreskog K.G. Statistical analysis of sets of congeneric tests. Psychometrika 36 (1971) 109-133
58. Jöreskog K.G., and Sörbom D. LISREL 8 Structural equation modeling with the SIMPLIS command language (1993), Scientific Software International, Chicago, IL
59. Kirakowski, J., Claridge, N., & Whitehead, R. (1998). Human centered measures of success in web site design. In Proceedings of the fourth conference on human factors and the Web.
60. Knox S.D., and Denison T.J. Store loyalty: Its impact on retail revenue. An empirical study of purchasing behaviour in the UK. Journal of Retailing and Consumer Services 7 1 (2000) 33-45
61. Kollock, P. (2005). The production of trust in online markets. . Access on March 2005.
62. Kotha S., Rajgopal S., and Rindova V. Reputation building and performance: An empirical analysis of the Top-50 Pure Internet Firms. European Management Journal 19 6 (2001) 571-586
63. Lichtenstein D.R., Netemeyer R.G., and Burton S. Distinguishing coupon proneness from value consciousness: An acquisition-transaction utility theory perspective. Journal of Marketing 54 (1990) 54-67
64. Lin H., Choong Y., and Salvendy G. A proposed index of usability: A method for comparing the relative usability of different software systems. Behaviour and Information Technology 16 4-5 (1997) 267-278
65. Liu K., and Wei X. An empirical study of product differences in consumers' E-commerce adoption behaviour. Electronic Commerce Research and Applications 2 3 (2003) 229-239
66. Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2000). WebQual: A website quality instrument. Working Paper 2000-126-0, University of Georgia.
67. Lynch J.G., and Ariely D. Wine online: Search costs affect competition on price quality and distribution. Marketing Science 19 1 (2000) 83-204
68. McGinnis R. A stochastic model of social mobility. American Sociological Review 33 (1968) 712-721
69. Milloy, M., Fink, D., & Morris, R. (2002). Modelling online security and privacy to increase consumer purchasing intent. In IS2002 Proceedings of the informing science + IT education conference, June 19-21, Cork, Ireland.
70. Murray K.B., and Häubl G. The fiction of no friction: A user skills approach to cognitive lock-in. Advances in Consumer Research 29 (2002) 8-10
71. Nielsen J. Usability engineering (1994), Morgan Kaufman, San Francisco
72. Nielsen, J. Usability 101. . Access on March 2005.
73. Nilsson O.S., and Olsen J.K. Measuring consumer retail store loyalty. European Advances in Consumer Research 2 (1995) 289-297
74. Nunnally J.C. Psychometric theory. 2nd ed. (1978), McGraw-Hill, New York
75. Nunnally J.C., and Bernstein I.H. Psychometric theory (1994), McGraw-Hill, New York
76. Nurosis M. Statistical data analysis (1994), SPSS, Inc.
77. Oh H. Diners' perceptions of quality, value and satisfaction. Cornell Hotel and Restaurant Administration Quarterly 41 3 (2000) 58-66
78. O'Mally L. Can loyalty schemes really build loyalty?. Marketing Intelligence and Planning 16 1 (1998) 47-55
79. Opperman M. Where psychology and geography interface in tourism research and theory. In: Woodside A.G., Crouch G.I., Mazanec J.A., Opperman M., and Sakai M.Y. (Eds). Consumer psychology of tourism, hospitality and leisure (2000), CABI Publishing, Wallingford 19-37
80. Paswan A.K., and Ganesh G. Familiarity and Interest: In a learning center service context. Journal of Services Marketing 17 4 (2003) 393-419
81. Pavlou P. Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce 7 3 (2003) 69-103
82. Petrick J.F., and Backman S.J. An examination of the determinants of golf travellers' satisfaction. Journal of Travel Research 40 (2002) 252-258
83. Ping R. On assuring valid measures for theoretical models using survey data. Journal of Business Research 57 2 (2004) 125-141
84. Pritchard M.P., and Howard D. The loyal traveller: Examining a typology of service patronage. Journal of Travel Research 35 4 (1997) 2-10
85. Punj, G., & Srinavasan, N. (1989). Influence of expertise and purchase experience on the formation of evoked set. In Thomas Srull (Ed.), Advances in consumer research (Vol. 16, pp. 507-514). Association for Consumer Research.
86. Reid L.J., and Reid S.D. Communicating tourism suppliers: Services building repeat visitor relationships. Journal of Travel and Tourism Marketing 2 2/3 (1993) 3-20
87. Resnick P., and Zeckhauser R. Trust among strangers in Internet transactions: Empirical analysis of eBay's reputation system. Advances in Applied Microeconomics 11 (2002) 127-157
88. Robertson T.S. How to reduce market penetration cycle times. Sloan Management Review 35 1 (1993) 87-96
89. Roberts K., Varki S., and Brodie R. Measuring the quality of relationships in consumer services: An empirical study. European Journal of Marketing 37 1/2 (2003) 169-196
90. Rowley J., and Dawes J. Disloyalty: A closer look at non-loyals. Journal of Consumer Marketing 16 6 (2000) 538-547
91. Roy M., Dewit O., and Aubert B. The impact of interface usability on trust in web retailers. Internet research: Electronic networking applications and policy 11 5 (2001) 388-398
92. Sanzo M.J., Santos M.L., Vázquez R., and Álvarez L.I. The effect of market orientation on buyer-seller relationship satisfaction. Industrial Marketing Management 32 4 (2003) 327-345
93. Selin S.W., Howard D.R., Udd E., and Cable T.T. An analysis of consumer loyalty to municipal recreation programs. Leisure Sciences 10 (1988) 217-223
94. Severt, E. (2002). The customer's path to loyalty: A partial test of the relationships of prior experience, justice, and customer satisfaction. Doctoral Thesis, Faculty of the Virginia Polytechnic Institute and State University (EEUU).
95. Shankar V., Smith A., and Rangaswamy A. Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing 20 (2003) 153-175
96. Shapiro C. Consumer information, product quality, and seller reputation. The Bell Journal of Economics 13 (1982) 20-35
97. Shapiro C. Premiums for high quality products as returns to reputations. Quarterly Journal of Economics 98 (1983) 659-679
98. Shapiro C., and Varian H.R. Information rules (1999), Harvard Business School Press, Boston
99. Simonin B., and Ruth J.A. Is a company known by the company it keeps? Assessing the spillover effects of brand alliances on consumer brand attitudes. Journal of Marketing Research 35 February (1998) 30-42
100. Smith K.W. On estimating the reliability of composite indexes through factor analysis. Sociological Methods and Research 2 (1974) 485-510
101. Smith J., and Barclay D. The effects of organizational differences and trust on the effectiveness of selling partner relationships. Journal of Marketing 61 (1997) 3-21
102. Spiller P., and Lohse G. A classification of the Internet retail stores. International Journal of Electronic Commerce 2 2 (1998) 29-56
103. Steenkamp J.B., and Van Trijp H.C.M. The use of LISREL in validating marketing constructs. International Journal of Research in Marketing 8 (1991) 283-299
104. Suh B., and Han I. The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce 7 3 (2003) 135-161
105. Tam J. Examining the dynamics of consumer expectations in a Chinese context. Journal of Business Research 58 6 (2005) 777-786
106. Walczuch, R., Seelen, J., & Lundgren, H. (2001). Psychological determinants for consumer trust in e-retailing. In Eighth research symposium on emerging electronic markets.
107. Wilson D.T. An integrated model of buyer-seller relationships. Journal of the Academy of Marketing Science 23 (1995) 335-345
108. Wolfinbarger M., and Gilly M.C. Shopping online for freedom, control and fun. California Management Review 43 2 (2001) 34-55
109. Yang Z., and Fang X. Online service quality dimensions and their relationships with satisfaction. International Journal of Service Industry Management 15 3 (2004) 302-326
110. Yang Z., Shaohan C., Zheng Z., and Nan Z. Development and validation of an instrument to measure user perceived service quality of information presenting web portals. Information and Management 42 4 (2005) 575-589
111. Yoon E., Guffey H.G., and Kijewski V. The effects of information and company reputation on intentions to buy a business service. Journal of Business Research 27 (1993) 215-228
112. Yoon S., and Kim J. An empirical validation of a loyalty model based on expectation disconfirmation. Journal of Consumer Marketing 17 2 (2000) 120-136
113. Zaichkowsky J.L. Measuring the involvement construct. Journal of Consumer Research 12 4 (1985) 341-352