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Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view

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  • Shiu-Wan Hung

    (National Central University)

  • Min-Jhih Cheng

    (National Central University)

  • Pei-Chun Chiu

    (National Central University)

Abstract

The emergence of the Internet has advanced the flourishing area of electronic commerce. Furthermore, alongside traditional physical channels, virtual channels have rapidly increased. The focus of both practice and research on marketing channels has changed dramatically over the past few decades. We performed structural equation model analysis with a sample of 794 observations consisting of two different channels (physical and virtual). The influence of the perceived factors of clothes shopping on customer satisfaction and loyalty was investigated. The empirical results suggested that social presence affects loyalty through satisfaction or trust to promote loyalty. As for service quality, physical store consumers value assurance the most, while virtual store consumers mostly value reliability. The core service quality can effectively promote loyalty via satisfaction.

Suggested Citation

  • Shiu-Wan Hung & Min-Jhih Cheng & Pei-Chun Chiu, 2019. "Do antecedents of trust and satisfaction promote consumer loyalty in physical and virtual stores? a multi-channel view," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 1-23, March.
    • Handle: RePEc:spr:svcbiz:v:13:y:2019:i:1:d:10.1007_s11628-018-0364-y
    DOI: 10.1007/s11628-018-0364-y
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    Cited by:

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    3. Dan-Cristian Dabija & Veronica Câmpian & Anna-Rebeka Pop & Raluca Bãbu?, 2022. "Generating loyalty towards fast fashion stores: a cross-generational approach based on store attributes and socio-environmental responsibility," Oeconomia Copernicana, Institute of Economic Research, vol. 13(3), pages 891-934, September.
    4. Lucía Melián-Alzola & Josefa D. Martín-Santana, 2020. "Service quality in blood donation: satisfaction, trust and loyalty," Service Business, Springer;Pan-Pacific Business Association, vol. 14(1), pages 101-129, March.
    5. Mkedder, Nadjim & Jain, Varsha & Salunke, Parth, 2024. "Determinants of virtual reality stores influencing purchase intention: An interpretive structural modeling approach," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
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    7. Pei-Ju Wu, 2023. "O2O switching determinants and successful drivers in omnichannel retailing services," Service Business, Springer;Pan-Pacific Business Association, vol. 17(3), pages 771-788, September.
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