A Framework for Modelling the Determinants of e-Loyalty in Business-to-Consumer Internet Commerce

The issue of measuring the relationship between e-service quality to develop e-loyalty has emerged as an area of strategic importance in the information systems and marketing literature in recent times. This paper proposes a conceptual framework for measuring the determinants of e-loyalty1 that includes e-service quality, esatisfaction2, e-value3 and Internet expertise. It is hypothesized that the quality of a Website can contribute to strengthening attitudinal and behavioural outcomes that ultimately enhance consumer relationships. Furthermore, it is hypothesized that Internet expertise moderates the impact on the proposed direct relationships. Resultant research hypotheses are explored with reference to the theoretical framework. Managerial implications are highlighted with potential research areas identified and discussed.

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