Factors for Creating Online Customer Loyalty

Anamaria Baranov () and Liliana-Aurora Constantinescu ()
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Anamaria Baranov: "Dimitrie Cantemir" Christian University, Brasov,
Liliana-Aurora Constantinescu: "Dimitrie Cantemir" Christian University, Brasov, Faculty of Finance, Banking and Accountancy

Ovidius University Annals, Economic Sciences Series, 2012, vol. XII, issue 1, 804-807

Abstract: Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer loyalty is generated by many factors, which include satisfaction, service quality, customer expectations and complaints of the customer. Companies operating online need to take into account these factors to ensure that online customers are loyal and relationships with them are developed.

Keywords: online user; satisfaction; relationship; loyalty; expectations. (search for similar items in EconPapers)
JEL-codes: F10 L81 L86 M31 (search for similar items in EconPapers)
Date: 2012
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