This research aims to investigate the process and factors for developing customer loyalty through eservice quality experience. Based on previous studies on e-loyalty and loyalty, we developed an integrated model of e-loyalty antecedent factors by testing the eTailQ scale including website quality, security/privacy, value perception, reliability and customer support which are mediated through trust and satisfaction. Data was collected from 140 e-commerce users and analyzed with Lisrel 8.8. The analysis result demonstrated that eTailQ scale is effective in developing customer loyalty and both satisfaction and trust has played important roles in shaping the e-loyalty development process. However, contradictory to the traditional loyalty study, customer support does not play a significant role in e-loyalty development process.
Li, Honglei; Tevrizci, Cemal; and Aham-Anyanwu, Nnanyelugo, "AN EMPIRICAL STUDY OF E-LOYALTY DEVELOPMENT PROCESS FROM THE E-SERVICE QUALITY EXPERIENCE: TESTING THE ETALIQ SCALE" (2014). PACIS 2014 Proceedings. 51.