Research on the Influence of Customer Experience upon Brand Loyalty of B2C Website

被引：0
|
作者：
Yang, Yi [1 ]
Cai, Yao [1 ]
机构：
[1] Guilin Univ Elect Technol, Dept Business, Guilin, Guangxi, Peoples R China
来源：
PROCEEDINGS OF THE 2016 INTERNATIONAL CONFERENCE ON POLITICS, ECONOMICS AND LAW (ICPEL 2016) | 2016年 / 42卷
关键词：
customer experience; brand loyalty; B2C website; suggestions;
D O I：
暂无
中图分类号：
C [社会科学总论];
学科分类号：
03 ; 0303 ;
摘要：
In order to enhance customer's brand loyalty of B2C website and improve customer's repeat purchase rate in the website, this research based on the perspective of customer's online shopping experience. To conclude the influencing factors of consumer's brand loyalty to B2C website: website experience, logistics experience, product experience and after-sales experience. Finally, corresponding countermeasures and suggestions are proposed to improve customer's experience and brand loyalty to B2C website. Such as enhance the responsiveness of website's services, strengthen website's sensory experience; improve the order processing speed and the logistics service quality; rich the product information of website, provide competitive products; improve the quality of after-sales service, shape excellent service brand. This paper's innovation is that Consumers' shopping experience was analyzed from the online experience to offline experience. Therefore, the conclusions can be applied to B2C website in some degree.
引用
收藏
页码：5 / 8
页数：4
相关论文
共 50 条
  • [41] Research on the Evaluation of Customer Satisfaction in B2C E-commerce Enterprises
    Cai Huali
    Jiang Yawei
    Song Heliang
    [J]. PROCEEDINGS OF THE 3RD INTERNATIONAL CONFERENCE ON MECHATRONICS AND INDUSTRIAL INFORMATICS, 2015, 31 : 202 - 205
  • [42] Relational Dynamics between Customer Engagement, Brand Experience, and Customer Loyalty: An Empirical Investigation
    Rasool, Aaleya
    Shah, Farooq Ahmad
    Tanveer, Muhammad
    [J]. JOURNAL OF INTERNET COMMERCE, 2021, 20 (03) : 273 - 292
  • [43] Empirical Research on Customer Value Evaluation in B2C Electronic Commerce Company
    Fang Lingyun
    [J]. 2009 INTERNATIONAL CONFERENCE ON E-BUSINESS AND INFORMATION SYSTEM SECURITY, VOLS 1 AND 2, 2009, : 118 - 121
  • [44] The Analysis and Research of Influence of Switching Costs on E-loyalty under the B2C E-commerce Environment
    He Xuelin
    Chen Jian
    [J]. 2015 7TH INTERNATIONAL CONFERENCE ON INFORMATION TECHNOLOGY IN MEDICINE AND EDUCATION (ITME), 2015, : 623 - 627
  • [45] User Experience Evaluation of B2C E-Commerce Website Based on Fuzzy Information
    Wen, Hui
    [J]. Engineering Intelligent Systems, 2022, 30 (05): : 367 - 375
  • [46] Hotel customer-based experience, brand image and loyalty in Iran
    Sadat, H. Robabeh
    Zainal, A.
    [J]. HOSPITALITY AND TOURISM: SYNERGIZING CREATIVITY AND INNOVATION IN RESEARCH, 2014, : 239 - 241
  • [47] Store Brand as a Customer Experience Touchpoint and Its Contribution to Store Loyalty
    Ieva, Marco
    Fornari, Edoardo
    Ziliani, Cristina
    [J]. ADVANCES IN NATIONAL BRAND AND PRIVATE LABEL MARKETING, 2017, : 131 - 138
  • [48] Examining the influence of customer-brand relationship constructs and bandwagon effect on brand loyalty
    Anantharaman, Rajesh
    Prashar, Sanjeev
    Tata, Sai Vijay
    [J]. BENCHMARKING-AN INTERNATIONAL JOURNAL, 2023, 30 (02) : 361 - 381
  • [49] How B2C Service Quality Influences Website Continuance
    Dai, Lei
    Huang, Lihua
    Yi, Yuandong
    [J]. PACIFIC ASIA CONFERENCE ON INFORMATION SYSTEMS 2005, SECTIONS 1-8 AND POSTER SESSIONS 1-6, 2005, : 1375 - 1381
  • [50] Customer experience and brand loyalty in the full-service hotel sector: the role of brand affect
    Guan, Jingjing
    Wang, Wanfei
    Guo, Zhigang
    Chan, Jin Hooi
    Qi, Xiaoguang
    [J]. INTERNATIONAL JOURNAL OF CONTEMPORARY HOSPITALITY MANAGEMENT, 2021, 33 (05) : 1620 - 1645
12345