Building Customer Loyalty: The Effect of Experiential State, the Value of Shopping, and Trust and Perceived Value of Service on Online Clothes Shopping

被引：22
作者：
Molinillo, Sebastian [1 ]
Gomez-Ortiz, Beatriz [2 ]
Perez-Aranda, Javier [1 ]
Navarro-Garcia, Antonio [3 ]
机构：
[1] Univ Malaga, Dept Business Management, Malaga, Spain
[2] Univ Malaga, PhD Program Econ & Business, Malaga, Spain
[3] Univ Seville, Fac Econ & Business Management, Dept Business Management & Mkt, Seville, Spain
来源：
CLOTHING AND TEXTILES RESEARCH JOURNAL | 2017年 / 35卷 / 03期
关键词：
consumer behavior; Internet shopping; retail; loyalty; clothing; E-SATISFACTION; ANTECEDENTS; QUALITY; ROLES; MODEL; BUY; FUN;
D O I：
10.1177/0887302X17694270
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
Based on consumer behavior theories, the aim of this study is to provide a model supported by empirical evidence in order to improve knowledge of the antecedents of loyalty to online clothing retailers. The model has been verified through partial least squares analysis of the data obtained from a survey of a sample of 412 online clothing shoppers. The results show that, firstly, the affective and cognitive experiences have a positive effect on the degree of satisfaction, and the affective experiences also have a positive impact on trust. Secondly, it has been demonstrated that consumer satisfaction with online clothing retailers can be increased by both the hedonic and utilitarian values of shopping. Thirdly, an indirect relationship has been established between satisfaction and loyalty through trust and perceived value of service. These findings can improve our understanding of the determinants of online consumer loyalty. Discussion and implications are provided.
引用
收藏
页码：156 / 171
页数：16
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