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E-Satisfaction And E-Loyalty Of Consumers Shopping Online

Author

Listed:
  • Ltifi, Moez

    (Faculty of Economics and Management of Sfax)

  • Gharbi, Jamel-Eddine

    (Faculty of Juridical, Economic and Management Sciences of Jendouba, Jendouba University, LIGUE laboratory)

Abstract

The objective of this research is to study the impact of emotional state and perceived risk of remote purchase on e-satisfaction during the Internet shopping. As well, it aims to study the influence of e-satisfaction on e-loyalty. The data gathering was carried out by a laboratory experiment followed by a questionnaire. The results show that three dimensions of the emotional state during Internet shopping (the pleasure, stimulation and dominance) have a significant positive impact on e-satisfaction. Dimensions of the perceived risk of remote purchase, (the total risk, the financial risk, the social risk, the psychological risk, the functional risk, and the physical risk) don’t have a significant impact on e-satisfaction, except the risk of loss of time has a negative impact. Finally esatisfaction influences positively and significantly the e-loyalty of the cyber consumers.

Suggested Citation

  • Ltifi, Moez & Gharbi, Jamel-Eddine, 2012. "E-Satisfaction And E-Loyalty Of Consumers Shopping Online," Journal of Internet Banking and Commerce, , vol. 17(1), pages 01-20, April.
    • Handle: RePEc:ris:joibac:0333
    as

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    More about this item

    Keywords

    Electronic commerce; Internet; Emotional state; Perceived risk; Satisfaction; E-loyalty;
    All these keywords.

    JEL classification:

    • Z33 - Other Special Topics - - Tourism Economics - - - Marketing and Finance

    Statistics

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