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dc.contributor.authorDharmesti, Maria
dc.contributor.authorNugroho, Sahid S
dc.date.accessioned2019-12-02T07:13:15Z
dc.date.available2019-12-02T07:13:15Z
dc.date.issued2013
dc.identifier.urihttp://hdl.handle.net/10072/389456
dc.description.abstractThe purpose of this study is to know the mediation role of customer satisfaction in the causal relationship between 9 antecedents of customer satisfaction and customer loyalty in the Indonesian online store context. Based on the model from Liu et al. (2008), the antecedents of online store customer satisfaction are information quality, security (privacy), payment system, delivery, customer service, transaction ability, response, web design, and product variation.Based on survey held in Indonesia during January until March 2012, the study analyzed hypotheses by path analysis method. The result shows that the influences of information quality, security (privacy), payment system, delivery, and customer service toward customer loyalty are significantly mediated by customer satisfaction. Two other antecedents that are transaction ability and response have no significant effect to both customer satisfaction and customer loyalty. Whereas 2 other antecedents that are web design and product variation only have a direct significant effect to customer loyalty.This study contributes an insight from Indonesian online store context to identify which antecedents of customer satisfaction need to be addressed in arranging an effective e-commerce strategy.en_US
dc.publisherCentre for Business & Economic Researchen_US
dc.publisher.urihttps://jbrmr.com/details&cid=123en_US
dc.relation.ispartofpagefrom1en_US
dc.relation.ispartofpageto12en_US
dc.relation.ispartofissue2en_US
dc.relation.ispartofjournalJournal of Business and Retail Management Researchen_US
dc.relation.ispartofvolume7en_US
dc.subject.fieldofresearchMarketingen_US
dc.subject.fieldofresearchcode1505en_US
dc.titleThe antecedents of online customer satisfaction and customer loyaltyen_US
dc.typeJournal articleen_US
dcterms.bibliographicCitationDharmesti, M; Nugroho, SS, The antecedents of online customer satisfaction and customer loyalty, Journal of Business and Retail Management Research, 2013, 7 (2), pp. 1-12en_US
dc.date.updated2019-11-13T11:57:19Z
dc.description.versionPublisheden_US
gro.rights.copyright© 2013 Journal of Business and Retail Management Research. The attached file is reproduced here in accordance with the copyright policy of the publisher. Please refer to the journal's website for access to the definitive, published version.en_US
gro.hasfulltextFull Text
gro.griffith.authorDharmesti, Maria D.


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