E-SATISFACTION AND E-LOYALTY OF CONSUMERS SHOPPING ONLINE

Moez Ltifi () and Jamel-Eddine Gharbi ()
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Moez Ltifi: Faculty of Economics and Management of Sfax
Jamel-Eddine Gharbi: Faculty of Juridical, Economic and Management Sciences of Jendouba, Jendouba University, LIGUE laboratory

Journal of Internet Banking and Commerce, 2012, vol. 17, issue 1, 01-20

Abstract: The objective of this research is to study the impact of emotional state and perceived risk of remote purchase on e-satisfaction during the Internet shopping. As well, it aims to study the influence of e-satisfaction on e-loyalty. The data gathering was carried out by a laboratory experiment followed by a questionnaire. The results show that three dimensions of the emotional state during Internet shopping (the pleasure, stimulation and dominance) have a significant positive impact on e-satisfaction. Dimensions of the perceived risk of remote purchase, (the total risk, the financial risk, the social risk, the psychological risk, the functional risk, and the physical risk) don’t have a significant impact on e-satisfaction, except the risk of loss of time has a negative impact. Finally esatisfaction influences positively and significantly the e-loyalty of the cyber consumers.

Keywords: Electronic commerce; Internet; Emotional state; Perceived risk; Satisfaction; E-loyalty (search for similar items in EconPapers)
JEL-codes: Z33 (search for similar items in EconPapers)
Date: 2012
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