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The Role of Website Features in Creating Loyalty: The Mediating Effect of Commitment
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Author(s): Anil Bilgihan (College of Business, Florida Atlantic University, USA), Anupama Sukhu (The Ohio State University, USA)and Jay Kandampully (The Ohio State University, USA)
Copyright: 2015
Pages: 15
Source title:
Hospitality, Travel, and Tourism: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-4666-6543-9.ch046
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Abstract
This study integrates shopping value dimensions and consumers' commitment to a theoretical model to understand consumer loyalty to e-shopping. E-commerce is established as an efficient sales platform for travel and hospitality vendors. However, extant literature found that it is difficult to attract new customers and retain existing customers in e-commerce. This paper investigates the antecedents of customer loyalty in e-commerce. An online survey with (n=520) was conducted with randomly selected US consumers. A structural equation model reveals that hedonic and utilitarian shopping values determine affective and calculative commitment of e-shoppers which in turn influence consumers' loyalty towards e-shopping. This study contributes to the present literature and provides important implication towards e-tailers and website developers. It is important to fulfill e-shoppers' hedonic and utilitarian needs to gain e-loyalty. Web based hospitality service offerings should provide a convenient and pleasing online environment to gain consumer e-loyalty.
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