Exploring the impact of customer experience on customer loyalty in e-commerce

Urdea Ana-Maria () and Constantin Cristinel Petrișor
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Urdea Ana-Maria: Transilvania University, Brașov, România
Constantin Cristinel Petrișor: Transilvania University, Brașov, România

Proceedings of the International Conference on Business Excellence, 2021, vol. 15, issue 1, 672-682

Abstract: In recent years, with the remarkable growth of the global digital market, specialists took a new direction of focus in the field of marketing, considering customer experience an important differentiator in today’s digital landscape. In an online setting, in contrast to traditional marketing, the dimensions of customer experience include informativeness, entertainment, social presence and sensory, elements that create customer value. The experience is an increasingly significant component in defining the success of an online company, becoming a source of competitive advantage for any e-business. Yet, to accomplish these favorable results, a business needs to focus on customer loyalty, a concept that is understood from a relational perspective as the consumer’s preferences to sustain a stable relationship with the brand, fact that involves consistent visits of the site, and in consequence, repeat purchases. The research presented in this paper is based on the literature review. Subsequently, a conceptual model was proposed as the intersection of the online customer experience dimensions with the concept of customer loyalty, which, in turn, includes consumer’s attitudes and behaviors toward an online business. The purpose of this study is twofold: (1) to offer an outline of opportunities to use customer experience for increasing customer loyalty and (2) to provide managerial implications and guides future research opportunities to empirically measure the impact of online customer experience components on customer loyalty.

Keywords: customer experience; customer loyalty; e-commerce; digital marketing strategy; marketing communication (search for similar items in EconPapers)
Date: 2021
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Persistent link: https://EconPapers.repec.org/RePEc:vrs:poicbe:v:15:y:2021:i:1:p:672-682:n:33

DOI: 10.2478/picbe-2021-0063

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