Influence Factors Research of Customer Loyalty Based on ISM Model

被引：0
|
作者：
Jiang, Daokui [1 ]
Yu, Mengxiao [1 ]
Zhang, Xiaoyan [2 ]
机构：
[1] Shandong Normal Univ, Sch Business, Jinan 250014, Peoples R China
[2] Qingdao Inst Technol, Sch Management, Qingdao 266300, Peoples R China
来源：
2015 5th International Conference on Applied Social Science (ICASS 2015), Pt 2 | 2015年 / 81卷
关键词：
Online shopping; Customer loyalty; Interpretative structural modeling; ONLINE; INTENTION; TRUST;
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：
With the online shopping market competition is becoming increasingly fierce, online sellers pay more and more attention to improve customer loyalty. By constructing the interpretative structural modeling, this paper analysis the online customer loyalty influence factors on the perspective of the seller, the website and the buyer. Seller's perspective includes product quality, product categories and service quality. Website's perspective includes website security and the effectiveness of website information. Buyer's perspective includes buyer's personal characteristics, buyer's online shopping experience, buyer's social network and buyer's satisfaction. This paper took China's largest self-electric commercial enterprises ID for example, and the result showed that the model was validated. Some proposals for the online sellers to improve customer loyalty were put forward.
引用
收藏
页码：381 / 386
页数：6
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