IDEAS home Printed from https://ideas.repec.org/a/spr/infosf/v17y2015i6d10.1007_s10796-014-9499-0.html
   My bibliography  Save this article

E-commerce web site loyalty: A cross cultural comparison

Author

Listed:
  • Jengchung Victor Chen

    (National Cheng Kung University)

  • David C. Yen

    (SUNY College at Oneonta)

  • Wannasri Pornpriphet

    (National Cheng Kung University)

  • Andree E. Widjaja

    (National Cheng Kung University)

Abstract

This study investigates the factors that affect e-loyalty in e-commerce websites. The e-loyalty model proposed in this study is based on DeLone and McLean’s IS Success Model. E-loyalty is explained using three independent factors (information quality, system quality, and service quality), and two mediating factors (trust and customer satisfaction). The proposed model was tested with Thai and Taiwanese samples using Structural Equation Modeling (SEM) data analysis. The study yielded different results when Thai and Taiwanese samples were tested using SEM multi-group moderation data analysis. This study incorporated the concepts of national identity (NATID) and Hofstede’s five cultural dimensions to better explain cultural differences between the two countries and how culture can affect the e-commerce environment.

Suggested Citation

  • Jengchung Victor Chen & David C. Yen & Wannasri Pornpriphet & Andree E. Widjaja, 2015. "E-commerce web site loyalty: A cross cultural comparison," Information Systems Frontiers, Springer, vol. 17(6), pages 1283-1299, December.
    • Handle: RePEc:spr:infosf:v:17:y:2015:i:6:d:10.1007_s10796-014-9499-0
    DOI: 10.1007/s10796-014-9499-0
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10796-014-9499-0
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10796-014-9499-0?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Arnold Kamis & Tziporah Stern & Daniel M. Ladik, 2010. "A flow-based model of web site intentions when users customize products in business-to-consumer electronic commerce," Information Systems Frontiers, Springer, vol. 12(2), pages 157-168, April.
    2. Dan J. Kim & Donald L. Ferrin & H. Raghav Rao, 2009. "Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration," Information Systems Research, INFORMS, vol. 20(2), pages 237-257, June.
    3. Toufaily, Elissar & Ricard, Line & Perrien, Jean, 2013. "Customer loyalty to a commercial website: Descriptive meta-analysis of the empirical literature and proposal of an integrative model," Journal of Business Research, Elsevier, vol. 66(9), pages 1436-1447.
    4. Singh, Nitish & Matsuo, Hisako, 2004. "Measuring cultural adaptation on the Web: a content analytic study of U.S. and Japanese Web sites," Journal of Business Research, Elsevier, vol. 57(8), pages 864-872, August.
    5. Sarv Devaraj & Ming Fan & Rajiv Kohli, 2002. "Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics," Information Systems Research, INFORMS, vol. 13(3), pages 316-333, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Hyeon Jo & Do-Hyung Park, 2024. "Exploring loyalty drivers for smartphone and mobile carriers," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-12, December.
    2. Lin Xiao & Chuanmin Mi & Yucheng Zhang & Jing Ma, 2019. "Examining Consumers’ Behavioral Intention in O2O Commerce from a Relational Perspective: an Exploratory Study," Information Systems Frontiers, Springer, vol. 21(5), pages 1045-1068, October.
    3. Neeru Malhotra & Sunil Sahadev & P. S. H. Leeflang & Keyoor Purani, 2021. "New Insights into e-Loyalty of Internet Banking Users in an Emerging Market Context: A Multilevel Analysis," Information Systems Frontiers, Springer, vol. 23(6), pages 1521-1536, December.
    4. Darrell Carpenter & Alexander McLeod & Chelsea Hicks & Michele Maasberg, 0. "Privacy and biometrics: An empirical examination of employee concerns," Information Systems Frontiers, Springer, vol. 0, pages 1-20.
    5. Babak Daneshvar Rouyendegh & Kazim Topuz & Ali Dag & Asil Oztekin, 2019. "An AHP-IFT Integrated Model for Performance Evaluation of E-Commerce Web Sites," Information Systems Frontiers, Springer, vol. 21(6), pages 1345-1355, December.
    6. Aaron W. Baur, 2017. "Harnessing the social web to enhance insights into people’s opinions in business, government and public administration," Information Systems Frontiers, Springer, vol. 19(2), pages 231-251, April.
    7. Kumar, Deepak S. & Purani, Keyoor & Viswanathan, Shyam A., 2018. "Influences of ‘appscape’ on mobile app adoption and m-loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 132-141.
    8. Soojung Kim & Yahua Bi & Insin Kim, 2021. "Travel Website Atmospheres Inducing Older Travelers’ Familiarity: The Moderating Role of Cognitive Age," IJERPH, MDPI, vol. 18(9), pages 1-17, April.
    9. Kamran Mahroof & Vishanth Weerakkody & Dilek Onkal & Zahid Hussain, 2020. "Technology as a Disruptive Agent: Intergenerational Perspectives," Information Systems Frontiers, Springer, vol. 22(3), pages 749-770, June.
    10. Aaron W. Baur, 0. "Harnessing the social web to enhance insights into people’s opinions in business, government and public administration," Information Systems Frontiers, Springer, vol. 0, pages 1-21.
    11. Xiaolin Lin & Mauricio Featherman & Stoney L. Brooks & Nick Hajli, 2019. "Exploring Gender Differences in Online Consumer Purchase Decision Making: An Online Product Presentation Perspective," Information Systems Frontiers, Springer, vol. 21(5), pages 1187-1201, October.
    12. Supavich Fone Pengnate & Rathindra Sarathy & Todd J. Arnold, 2021. "The Influence of the Centrality of Visual Website Aesthetics on Online User Responses: Measure Development and Empirical Investigation," Information Systems Frontiers, Springer, vol. 23(2), pages 435-452, April.
    13. Çiğdem Sıcakyüz & Babek Erdebilli, 2023. "Is E-Trust a Driver of Sustainability? An Assessment of Turkish E-Commerce Sector with an Extended Intuitionistic Fuzzy ORESTE Approach," Sustainability, MDPI, vol. 15(13), pages 1-26, July.
    14. Mujianto Mujianto & Hartoyo Hartoyo & Rita Nurmalina & Eva Z. Yusuf, 2023. "The Unraveling Loyalty Model of Traditional Retail to Suppliers for Business Sustainability in the Digital Transformation Era: Insight from MSMEs in Indonesia," Sustainability, MDPI, vol. 15(3), pages 1-31, February.
    15. Purani, Keyoor & Kumar, Deepak S. & Sahadev, Sunil, 2019. "e-Loyalty among millennials: Personal characteristics and social influences," Journal of Retailing and Consumer Services, Elsevier, vol. 48(C), pages 215-223.
    16. Ali Abumalloh, Rabab & Ibrahim, Othman & Nilashi, Mehrbakhsh, 2020. "Loyalty of young female Arabic customers towards recommendation agents: A new model for B2C E-commerce," Technology in Society, Elsevier, vol. 61(C).
    17. Serri Faisal & Kamaal Allil & Nor Aziati Abdul Hamid & Nor Hazana Abdullah, 2021. "WhatsApp! Does Culture Matter to Persuasive System Design and Brand Loyalty?," Sustainability, MDPI, vol. 13(11), pages 1-20, May.
    18. Darrell Carpenter & Alexander McLeod & Chelsea Hicks & Michele Maasberg, 2018. "Privacy and biometrics: An empirical examination of employee concerns," Information Systems Frontiers, Springer, vol. 20(1), pages 91-110, February.
    19. Hyeon Jo & Eun-Mi Baek, 2023. "RETRACTED ARTICLE: Customization, loneliness, and optimism: drivers of intelligent personal assistant continuance intention during COVID-19," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
    20. José Alberto Martínez-González & Carmen D. Álvarez-Albelo, 2021. "Influence of Site Personalization and First Impression on Young Consumers’ Loyalty to Tourism Websites," Sustainability, MDPI, vol. 13(3), pages 1-17, January.
    21. Radka Bauerova, 2019. "Online Grocery Shopping Acceptance: The Impact on the Perception of New Technologies and Loyalty in Retailing," Central European Business Review, Prague University of Economics and Business, vol. 2019(3), pages 18-34.
    22. Sahar Karimi, 2021. "Cross-visiting Behaviour of Online Consumers Across Retailers’ and Comparison Sites, a Macro-Study," Information Systems Frontiers, Springer, vol. 23(3), pages 531-542, June.

    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. Yumei Luo & Qiongwei Ye, 2019. "Understanding Consumers’ Loyalty to an Online Outshopping Platform: The Role of Social Capital and Perceived Value," Sustainability, MDPI, vol. 11(19), pages 1-18, September.
    2. Wu, Ing-Long, 2013. "The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust," International Journal of Information Management, Elsevier, vol. 33(1), pages 166-176.
    3. Shweta Pandey & Deepak Chawla, 2016. "Impact of changing consumer lifestyles and website quality on online satisfaction and loyalty - an emerging market framework," International Journal of Indian Culture and Business Management, Inderscience Enterprises Ltd, vol. 12(1), pages 50-71.
    4. Naif Almakayeel, 2023. "Relationship Modeling of Travel Website Quality toward Customer Satisfaction Influencing Purchase Intention," Sustainability, MDPI, vol. 15(10), pages 1-15, May.
    5. Pereira, Hélia Gonçalves & Salgueiro, Maria de Fátima & Rita, Paulo, 2016. "Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 279-291.
    6. Chaolin Yang & Liang Guo & Sean X. Zhou, 2022. "Customer Satisfaction, Advertising Competition, and Platform Performance," Production and Operations Management, Production and Operations Management Society, vol. 31(4), pages 1576-1594, April.
    7. Akwesi Assensoh-Kodua, 2014. "A Theoretic Extension and Empirical investigation of conducting Business Online Social Network: The Continuance Intention Phenomenon," Journal of Economics and Behavioral Studies, AMH International, vol. 6(5), pages 373-385.
    8. J. Freitas SANTOS & Bahareh BIDI, 2016. "Cultural Adaptation of Websites: A Comparative Study of Portuguese and Dutch Websites," REVISTA DE MANAGEMENT COMPARAT INTERNATIONAL/REVIEW OF INTERNATIONAL COMPARATIVE MANAGEMENT, Faculty of Management, Academy of Economic Studies, Bucharest, Romania, vol. 17(2), pages 94-107, May.
    9. Xi Chen & Shaofen Fang & Yujie Li & Haibin Wang, 2019. "Does Identification Influence Continuous E-Commerce Consumption? The Mediating Role of Intrinsic Motivations," Sustainability, MDPI, vol. 11(7), pages 1-20, April.
    10. Yi Sun & Shihui Li & Lingling Yu, 2022. "The dark sides of AI personal assistant: effects of service failure on user continuance intention," Electronic Markets, Springer;IIM University of St. Gallen, vol. 32(1), pages 17-39, March.
    11. Gökçe Esenduran & James A. Hill & In Joon Noh, 2020. "Understanding the Choice of Online Resale Channel for Used Electronics," Production and Operations Management, Production and Operations Management Society, vol. 29(5), pages 1188-1211, May.
    12. Faqih, Khaled M.S., 2016. "An empirical analysis of factors predicting the behavioral intention to adopt Internet shopping technology among non-shoppers in a developing country context: Does gender matter?," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 140-164.
    13. 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).
    14. Hatice Doğan-Südaş & Ali Kara & Emre Karaca, 2023. "Effects of Gamified Mobile Apps on Purchase Intentions and Word-of-Mouth Engagement: Implications for Sustainability Behavior," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    15. Leonie Kuen & Fiona Schürmann & Daniel Westmattelmann & Sophie Hartwig & Shay Tzafrir & Gerhard Schewe, 2023. "Trust transfer effects and associated risks in telemedicine adoption," Electronic Markets, Springer;IIM University of St. Gallen, vol. 33(1), pages 1-22, December.
    16. Shuk Ying Ho & David Bodoff & Kar Yan Tam, 2011. "Timing of Adaptive Web Personalization and Its Effects on Online Consumer Behavior," Information Systems Research, INFORMS, vol. 22(3), pages 660-679, September.
    17. Moghaddam, Kaveh & Sethi, Deepak & Weber, Thomas & Wu, Jun, 2014. "The Smirk of Emerging Market Firms: A Modification of the Dunning's Typology of Internationalization Motivations," Journal of International Management, Elsevier, vol. 20(3), pages 359-374.
    18. Wu, Ing-Long & Chen, Kuei-Wan & Chiu, Mai-Lun, 2016. "Defining key drivers of online impulse purchasing: A perspective of both impulse shoppers and system users," International Journal of Information Management, Elsevier, vol. 36(3), pages 284-296.
    19. José Alberto Martínez-González & Carmen D. Álvarez-Albelo, 2021. "Influence of Site Personalization and First Impression on Young Consumers’ Loyalty to Tourism Websites," Sustainability, MDPI, vol. 13(3), pages 1-17, January.
    20. Lin, Tung-Ching & Huang, Shiu-Li & Hsu, Chieh-Ju, 2015. "A dual-factor model of loyalty to IT product – The case of smartphones," International Journal of Information Management, Elsevier, vol. 35(2), pages 215-228.

    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:spr:infosf:v:17:y:2015:i:6:d:10.1007_s10796-014-9499-0. 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: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    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.