标题：An empirical research on the relationship between perceived customer value and E-loyalty
作者：Wang, Lisheng ;Sun, Shaobo ;Zha, Jin-Xiang
作者机构：[Wang, Lisheng ] School of Economics, Shandong University, Jinan, 250100, China;[Zha, Jin-Xiang ] School of Management, Zhejiang University, Hangzhou, 更多
会议名称：IEEE International Conference on Industrial Engineering and Engineering Management, IEEM 2009
会议日期：8 December 2009 through 11 December 2009
来源：IEEM 2009 - IEEE International Conference on Industrial Engineering and Engineering Management
关键词：E-loyalty; e-retailers; Perceived customer value
摘要：This study developed and empirically tested a model examining the relationship between perceived customer value of e-retailers aud its impact on e-loyalty iuteutiou toward e-retailers. We measure customer value of e-retailers in three dimensions: functional value, process value, and social value. Confirmatory Factor Analysis was performed to examine the reliability and validity of the measurement model, and the structural equation modeling techniques were used to evaluate the casual model. Based on a survey in China, this study showed that functional value, process value, and social value were all very important in generating customer loyalty intention. The conclusion showed that except price, website design characteristic and social evading value, product quality, convenience, internet security, customization, internet interactivity, operation simplicity, website brand and C2C relationship value of e-retailers were the significant influential factor of e-loyalty intention toward the e-retailers. ©2009 IEEE.