Please use this identifier to cite or link to this item: http://hdl.handle.net/123456789/4935
Title: Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use
Authors: Saoula O. 
Shamim A. 
Mohd Suki N. 
Ahmad M.J. 
Abid M.F. 
Patwary A.K. 
Abbasi A.Z. 
Keywords: Customer engagement;E-retention;Perceived ease of use
Issue Date: 2023
Publisher: Emerald Publishing
Journal: Spanish Journal of Marketing - ESIC 
Abstract: 
Purpose: This study aims to examine the impact of website design, reliability and perceived ease of use as an engagement motivational factors on customer e-trust and e-retention in online shopping. Design/methodology/approach: By using deductive approach, quantitative methods and purposive sampling technique, this study has collected the data from 295 young online customers to enhance an understanding of website design, reliability and perceived ease of use in an online shopping context. Findings: The findings revealed interesting insights where reliability is the most significant predictor of customer e-trust in online shopping, followed by perceived ease of use and website design. In addition, a significant mediating effect of e-trust is found between customer e-retention, website design, reliability and perceived ease of use. Research limitations/implications: Future research is recommended to predict the antecedents of online engagement motivational factors with value co-creation and co-creation experience in online shopping context. Originality/value: This study offers fresh insights about driving elements and impediments of online customer retention. Customer engagement comprising of website design, reliability and perceived ease of use appear to influence the online customer retention through direct and indirect effect.
Description: 
Scopus
URI: http://hdl.handle.net/123456789/4935
ISSN: 24449695
DOI: 10.1108/SJME-07-2022-0159
Appears in Collections:Faculty of Hospitality, Tourism and Wellness - Journal (Scopus/WOS)

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