IDEAS home Printed from https://ideas.repec.org/a/hur/ijarbs/v5y2015i7p213-225.html
   My bibliography  Save this article

Prioritization of Factors affecting Online Customers' Loyalty in E-commerce Using Topsis and Numerical Taxonomy Methods

Author

Listed:
  • Mandana Izadi
  • Ezatallah Asghari Zadeh

Abstract

According to the conducted researches, cost of attracting new customers is far more than the cost necessary to maintain customer loyalty. Therefore, maintaining customer loyalty is very important in various businesses. The aim of this study was identify and prioritization of factors affecting the formation process of electronic consumer's loyalty. This study was applied and descriptive-survey in terms of purpose and research method, respectively. T-test and Pearson's correlation test were used for hypotheses testing and correlation of each factor with main indicator. Topsis and numerical Taxonomy methods were used to prioritize the factors identified in customer loyalty. Findings of the study showed that there is a significant relationship between identified factors and the main indicator of the study. Moreover, in both methods from customer perspective, quality of provided service and the value of services received by customers were of higher importance and priority than other identified factors. such as the ability to customize product or customer's image of brand or product trademark.

Suggested Citation

  • Mandana Izadi & Ezatallah Asghari Zadeh, 2015. "Prioritization of Factors affecting Online Customers' Loyalty in E-commerce Using Topsis and Numerical Taxonomy Methods," 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. 5(7), pages 213-225, July.
    • Handle: RePEc:hur:ijarbs:v:5:y:2015:i:7:p:213-225
    as

    Download full text from publisher

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

    References listed on IDEAS

    as
    1. Vanessa Apaolaza Ibáñez & Patrick Hartmann & Pilar Zorrilla Calvo, 2006. "Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs," The Service Industries Journal, Taylor & Francis Journals, vol. 26(6), pages 633-650, September.
    2. Ramanathan, Ramakrishnan, 2011. "An empirical analysis on the influence of risk on relationships between handling of product returns and customer loyalty in E-commerce," International Journal of Production Economics, Elsevier, vol. 130(2), pages 255-261, April.
    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. OĞUZ Suzan & YAŞAR DİNÇER Fatma Cande & YİRMİBEŞOĞLU Gözde, 2022. "E-Commerce In Eu Countries And Turkey: An Econometric Analysis," Studies in Business and Economics, Lucian Blaga University of Sibiu, Faculty of Economic Sciences, vol. 17(3), pages 152-161, December.
    2. Chung-Yu Wang, 2007. "Investigating antecedents of consumers' recommend intentions and the moderating effect of switching barriers," The Service Industries Journal, Taylor & Francis Journals, vol. 29(9), pages 1231-1241, November.
    3. José L. Vilar-Zanón & Eduardo Vilar & Antonio Heras, 2017. "Online product returns risk assessment and management," TOP: An Official Journal of the Spanish Society of Statistics and Operations Research, Springer;Sociedad de Estadística e Investigación Operativa, vol. 25(3), pages 445-466, October.
    4. Lin, Winston T. & Chen, Yueh H. & Chou, Chia-Ching, 2021. "Assessing the business values of e-commerce and information technology separately and jointly and their impacts upon US firms' performance as measured by productive efficiency," International Journal of Production Economics, Elsevier, vol. 241(C).
    5. Shivangi Dhawan, 2022. "Higher Education Quality and Student Satisfaction: Meta-Analysis, Subgroup Analysis and Meta-Regression," Metamorphosis: A Journal of Management Research, , vol. 21(1), pages 48-66, June.
    6. Duong, Quang Huy & Zhou, Li & Meng, Meng & Nguyen, Truong Van & Ieromonachou, Petros & Nguyen, Duy Tiep, 2022. "Understanding product returns: A systematic literature review using machine learning and bibliometric analysis," International Journal of Production Economics, Elsevier, vol. 243(C).
    7. Syed Karamatullah Hussainy & Umair Tariq & Eesar Khan, 2017. "A Preliminary Investigation of the Effects of Servicescape on Consumers’ Loyalty Intentions," KASBIT Business Journals (KBJ), Khadim Ali Shah Bukhari Institute of Technology (KASBIT), vol. 10, pages 101-130, December.
    8. Pappas, Nikolaos, 2016. "Marketing strategies, perceived risks, and consumer trust in online buying behaviour," Journal of Retailing and Consumer Services, Elsevier, vol. 29(C), pages 92-103.
    9. Meherishi, Lavanya & Narayana, Sushmita A. & Ranjani, K.S., 2021. "Integrated product and packaging decisions with secondary packaging returns and protective packaging management," European Journal of Operational Research, Elsevier, vol. 292(3), pages 930-952.
    10. Chunting Liu & Shanshan Wang & Guozhu Jia, 2020. "Exploring E-Commerce Big Data and Customer-Perceived Value: An Empirical Study on Chinese Online Customers," Sustainability, MDPI, vol. 12(20), pages 1-22, October.
    11. Dimitrios Drosos & Michalis Skordoulis & Garyfallos Arabatzis & Nikos Tsotsolas & Spyros Galatsidas, 2019. "Measuring Industrial Customer Satisfaction: The Case of the Natural Gas Market in Greece," Sustainability, MDPI, vol. 11(7), pages 1-16, March.
    12. Grzegorz Chodak, 2020. "The problem of shelf-warmers in electronic commerce: a proposed solution," Information Systems and e-Business Management, Springer, vol. 18(2), pages 259-280, June.
    13. 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.
    14. T. M. Rofin & Biswajit Mahanty, 2018. "Optimal dual-channel supply chain configuration for product categories with different customer preference of online channel," Electronic Commerce Research, Springer, vol. 18(3), pages 507-536, September.
    15. Javed, Muhammad Kashif & Wu, Min, 2020. "Effects of online retailer after delivery services on repurchase intention: An empirical analysis of customers’ past experience and future confidence with the retailer," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    16. Wiyada Thitimajshima & Vatcharaporn Esichaikul & Donyaprueth Krairit, 2018. "A framework to identify factors affecting the performance of third-party B2B e-marketplaces: A seller’s perspective," Electronic Markets, Springer;IIM University of St. Gallen, vol. 28(2), pages 129-147, May.
    17. Jing Chen & Bintong Chen, 2016. "Competing with customer returns policies," International Journal of Production Research, Taylor & Francis Journals, vol. 54(7), pages 2093-2107, April.
    18. Pan, Yue & Sheng, Simon & Xie, Frank T., 2012. "Antecedents of customer loyalty: An empirical synthesis and reexamination," Journal of Retailing and Consumer Services, Elsevier, vol. 19(1), pages 150-158.
    19. Gianfranco Walsh & Daniel Brylla, 2017. "Do product returns hurt relational outcomes? some evidence from online retailing," Electronic Markets, Springer;IIM University of St. Gallen, vol. 27(4), pages 329-339, November.
    20. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.

    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:5:y:2015:i:7:p:213-225. 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.