IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v4y2014i3p19-41.html
   My bibliography  Save this article

The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness

Author

Listed:
  • Poh-Ming Wong Winnie

Abstract

Website has been used as an efficient platform to tailor their products or services and as a unique profit mode of e-commerce. Due to this advance of the Internet, this study is mainly to examine the relationship between website quality and customer e-loyalty. The present study aims to explore the effect on website quality on customer e-loyalty through trustworthiness. SmartPLS (M3) was used as the main analytical tool to test the proposed research model. This study provides a theoretical framework combining website quality, trustworthiness, and customer e-loyalty and tests the proposed model empirically by targeting on online consumers. Trustworthiness enacts as the mediator. Based on the statistical analysis, there is a positive relationship is detected between website design and customer e-loyalty. However, the findings revealed that website content and website structure have negative influence on customer e-loyalty. The finding also disclosed that trustworthiness is positively related to customer e-loyalty. Theoretical and practical implications, limitations of the study, and recommendations for future research are discussed.

Suggested Citation

  • Poh-Ming Wong Winnie, 2014. "The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 4(3), pages 19-41, March.
    • Handle: RePEc:hur:ijarbs:v:4:y:2014:i:3:p:19-41
    as

    Download full text from publisher

    File URL: http://hrmars.com/hrmars_papers/The_Effects_of_Website_Quality_on_Customer_e-Loyalty_The_Mediating_Effect_of_Trustworthiness1.pdf
    Download Restriction: no
    File URL: http://hrmars.com/hrmars_papers/The_Effects_of_Website_Quality_on_Customer_e-Loyalty_The_Mediating_Effect_of_Trustworthiness1.pdf
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Gefen, David, 2000. "E-commerce: the role of familiarity and trust," Omega, Elsevier, vol. 28(6), pages 725-737, December.
    2. Ming-Ling Lai & Kwai-Fatt Choong, 2010. "Motivators, Barriers and Concerns in Adoption of Electronic Filing System: Survey Evidence from Malaysian Professional Accountants," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 7(4), pages 562-567.
    3. Yuan-shuh Lii, 2009. "A model of customer e-loyalty in the online banking," Economics Bulletin, AccessEcon, vol. 29(2), pages 891-902.
    4. Keith J. Blois, 1999. "Trust in Business to Business Relationships: An Evaluation of its Status," Journal of Management Studies, Wiley Blackwell, vol. 36(2), pages 197-215, March.
    5. Forsythe, Sandra M. & Shi, Bo, 2003. "Consumer patronage and risk perceptions in Internet shopping," Journal of Business Research, Elsevier, vol. 56(11), pages 867-875, November.
    6. Rosen, Deborah E. & Purinton, Elizabeth, 2004. "Website design: Viewing the web as a cognitive landscape," Journal of Business Research, Elsevier, vol. 57(7), pages 787-794, July.
    7. Griffith, David A., 2005. "An examination of the influences of store layout in online retailing," Journal of Business Research, Elsevier, vol. 58(10), pages 1391-1396, October.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Cao, XinYu & Mokhtarian, Patricia L, 2005. "The Intended and Actual Adoption of Online Purchasing: A Brief Review of Recent Literature," Institute of Transportation Studies, Working Paper Series qt095934s0, Institute of Transportation Studies, UC Davis.
    2. van Rompay, Thomas J.L. & de Vries, Peter W. & van Venrooij, Xaviera G., 2010. "More than Words: On the Importance of Picture–Text Congruence in the Online Environment," Journal of Interactive Marketing, Elsevier, vol. 24(1), pages 22-30.
    3. Xu, Xun & Jackson, Jonathan E., 2019. "Investigating the influential factors of return channel loyalty in omni-channel retailing," International Journal of Production Economics, Elsevier, vol. 216(C), pages 118-132.
    4. Sang Soo Kim, 2020. "Purchase Intention in the Online Open Market: Do Concerns for E-Commerce Really Matter?," Sustainability, MDPI, vol. 12(3), pages 1-21, January.
    5. Hong, Ilyoo B. & Cho, Hwihyung, 2011. "The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust," International Journal of Information Management, Elsevier, vol. 31(5), pages 469-479.
    6. Chae, Heeju & Ko, Eunju, 2016. "Customer social participation in the social networking services and its impact upon the customer equity of global fashion brands," Journal of Business Research, Elsevier, vol. 69(9), pages 3804-3812.
    7. Verhagen, T., 2008. "Investigating the impact of C2C electronic marketplace quality on trust," Serie Research Memoranda 0008, VU University Amsterdam, Faculty of Economics, Business Administration and Econometrics.
    8. Elpida TENIDOU & Dimosthenis PAPPAS & Ioannis KAZANIDIS & Stavros VALSAMIDIS, 2016. "The Usage Of E-Commerce In The Area Of Evros, Greece," Scientific Bulletin - Economic Sciences, University of Pitesti, vol. 15(2), pages 3-19.
    9. Hera Laxmi Devi Septiani & Ujang Sumarwan & Lilik Noor Yuliati & Kirbrandoko Kirbrandoko, 2020. "Understanding the Factors Driving Farmers to Adopt Peer-to-Peer Lending Sharing Economy," International Review of Management and Marketing, Econjournals, vol. 10(6), pages 13-21.
    10. Harris, Mark A. & Brookshire, Robert & Chin, Amita Goyal, 2016. "Identifying factors influencing consumers’ intent to install mobile applications," International Journal of Information Management, Elsevier, vol. 36(3), pages 441-450.
    11. Taylor, David G. & Strutton, David, 2010. "Has e-marketing come of age? Modeling historical influences on post-adoption era Internet consumer behaviors," Journal of Business Research, Elsevier, vol. 63(9-10), pages 950-956, September.
    12. Chong, Lee-Lee & Ong, Hway-Boon & Tan, Siow-Hooi, 2021. "Acceptability of mobile stock trading application: A study of young investors in Malaysia," Technology in Society, Elsevier, vol. 64(C).
    13. Kwon, Wi-Suk & Lennon, Sharron J., 2009. "What induces online loyalty? Online versus offline brand images," Journal of Business Research, Elsevier, vol. 62(5), pages 557-564, May.
    14. Hou, Jianwei & Elliott, Kevin, 2014. "How do online bidders differ from non-bidders?," Journal of Retailing and Consumer Services, Elsevier, vol. 21(1), pages 18-25.
    15. Claudia BOBALCA, 2015. "The Loyal Customers’ Perception Regarding The Online Buying Process," CES Working Papers, Centre for European Studies, Alexandru Ioan Cuza University, vol. 7(2), pages 241-255, August.
    16. Ahmed Ibrahim Alzahrani & T. Ramayah & Nalini Suppiah & Osama Alfarraj & Nasser Alalwan, 2020. "Modeling Blog Usage From a Developing Country Perspective Using Structural Equation Modeling (SEM)," SAGE Open, , vol. 10(3), pages 21582440209, July.
    17. Kim, Jeeyeon & Kim, Mingyung & Choi, Jeonghye & Trivedi, Minakshi, 2019. "Offline social interactions and online shopping demand: Does the degree of social interactions matter?," Journal of Business Research, Elsevier, vol. 99(C), pages 373-381.
    18. Christophe Bezes, 2011. "Types de risques perçus et réducteurs de risques dans le commerce électronique : le cas du site Fnac.com," Post-Print hal-02086726, HAL.
    19. Dumpe Maira, 2015. "Online Marketing Issues of Real Estate Companies: A Case of Latvia," Baltic Journal of Real Estate Economics and Construction Management, Sciendo, vol. 3(1), pages 130-139, December.
    20. Ogulin, R. & Selen, W. & Ashayeri, J., 2010. "Determinants of Informal Coordination in Networked Supply Chains," Discussion Paper 2010-133, Tilburg University, Center for Economic Research.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hur:ijarbs:v:4:y:2014:i:3:p:19-41. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Hassan Danial Aslam (email available below). General contact details of provider: http://hrmars.com/index.php/pages/detail/IJARBSS .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.