IDEAS home Printed from https://ideas.repec.org/p/gro/rugsom/04f08.html
   My bibliography  Save this paper

How about integration: the impact of online activities on store satisfaction and loyalty

Author

Listed:
  • Teerling, Marije L.

    (Groningen University)

Abstract

Although there has been widespread support for the concept of integrating the Internet with other channels, relatively little empirical research has been conducted in this area. This paper examines the effects of integrated online activities on customer perceptions, i.e., satisfaction and loyalty, as well as customer behavior, i.e., purchases. As this study focuses on a nontransaction site, the purchases only take place in the store. Through structural equation modeling, we test a model that determines the relationships between loyalty and satisfaction in two channels – the store and the web site –, as well as the antecedents of both store and site satisfaction. The results provide evidence for synergy effects between the store and the site. Site satisfaction and site loyalty are both positively and significantly related to their offline counterparts. Store loyalty and site loyalty are also positively and significantly related to each other, but the relationship between store satisfaction and site satisfaction is not significant. The online activities do not directly influence offline purchases, but there is an indirect effect via store loyalty. However, the magnitude of this effect is rather small.

Suggested Citation

  • Teerling, Marije L., 2004. "How about integration: the impact of online activities on store satisfaction and loyalty," Research Report 04F08, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    • Handle: RePEc:gro:rugsom:04f08
    as

    Download full text from publisher

    File URL: http://irs.ub.rug.nl/ppn/265445671
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Odin, Yorick & Odin, Nathalie & Valette-Florence, Pierre, 2001. "Conceptual and operational aspects of brand loyalty: an empirical investigation," Journal of Business Research, Elsevier, vol. 53(2), pages 75-84, August.
    2. John G. Lynch , Jr. & Dan Ariely, 2000. "Wine Online: Search Costs Affect Competition on Price, Quality, and Distribution," Marketing Science, INFORMS, vol. 19(1), pages 83-103, April.
    3. Thomas P. Novak & Donna L. Hoffman & Yiu-Fai Yung, 2000. "Measuring the Customer Experience in Online Environments: A Structural Modeling Approach," Marketing Science, INFORMS, vol. 19(1), pages 22-42, May.
    4. Söderlund, Magnus & Vilgon, Mats, 1999. "Customer Satisfaction and Links to Customer Profitability: An Empirical Examination of the Association between Attitudes and Behavior," SSE/EFI Working Paper Series in Business Administration 1999:1, Stockholm School of Economics.
    5. Viswanath Venkatesh & Fred D. Davis, 2000. "A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies," Management Science, INFORMS, vol. 46(2), pages 186-204, February.
    6. Bolton, Ruth N & Drew, James H, 1991. "A Multistage Model of Customers' Assessments of Service Quality and Value," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(4), pages 375-384, March.
    7. Dahlén, Micael & Rasch, Alexandra & Rosengren, Sara, 2003. "Love at First Site? A Study of Website Advertising Effectiveness," Journal of Advertising Research, Cambridge University Press, vol. 43(1), pages 25-33, March.
    8. M. S. Krishnan & Venkatram Ramaswamy & Mary C. Meyer & Paul Damien, 1999. "Customer Satisfaction for Financial Services: The Role of Products, Services, and Information Technology," Management Science, INFORMS, vol. 45(9), pages 1194-1209, September.
    9. Lorin M. Hitt & Frances X. Frei, 2002. "Do Better Customers Utilize Electronic Distribution Channels? The Case of PC Banking," Management Science, INFORMS, vol. 48(6), pages 732-748, June.
    10. Sirgy, M. Joseph & Grewal, Dhruv & Mangleburg, Tamara, 2000. "Retail Environment, Self-Congruity, and Retail Patronage: An Integrative Model and a Research Agenda," Journal of Business Research, Elsevier, vol. 49(2), pages 127-138, August.
    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. repec:dgr:rugsom:04f08 is not listed on IDEAS
    2. Rajiv D. Banker & Robert J. Kauffman, 2004. "50th Anniversary Article: The Evolution of Research on Information Systems: A Fiftieth-Year Survey of the Literature in Management Science," Management Science, INFORMS, vol. 50(3), pages 281-298, March.
    3. Christophe Bezes, 2009. "E-Commerce Website Evaluation: A Critical Review," Working Papers hal-00611008, HAL.
    4. 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.
    5. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
    6. Mutlu Yuksel Avcilar & Akin Alkevli, 2017. "The Antecedents of Mobile Repurchasing Intentions: An Empirical Investigation among Turkish Mobile Shoppers," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(3), pages 105-105, February.
    7. Nizar Allouch & Arkadi Predtetchinski, 2008. "On the non-emptiness of the fuzzy core," International Journal of Game Theory, Springer;Game Theory Society, vol. 37(2), pages 203-210, June.
    8. Gao, Tao (Tony) & Rohm, Andrew J. & Sultan, Fareena & Pagani, Margherita, 2013. "Consumers un-tethered: A three-market empirical study of consumers' mobile marketing acceptance," Journal of Business Research, Elsevier, vol. 66(12), pages 2536-2544.
    9. Massicotte, Marie-Claude & Michon, Richard & Chebat, Jean-Charles & Joseph Sirgy, M. & Borges, Adilson, 2011. "Effects of mall atmosphere on mall evaluation: Teenage versus adult shoppers," Journal of Retailing and Consumer Services, Elsevier, vol. 18(1), pages 74-80.
    10. Roland T. Rust & Tuck Siong Chung, 2006. "Marketing Models of Service and Relationships," Marketing Science, INFORMS, vol. 25(6), pages 560-580, 11-12.
    11. Aljukhadar, Muhammad & Senecal, Sylvain, 2016. "The user multifaceted expertise: Divergent effects of the website versus e-commerce expertise," International Journal of Information Management, Elsevier, vol. 36(3), pages 322-332.
    12. Oh, Haemoon & Jeong, Miyoung & Baloglu, Seyhmus, 2013. "Tourists' adoption of self-service technologies at resort hotels," Journal of Business Research, Elsevier, vol. 66(6), pages 692-699.
    13. Bistra Vassileva & Yordan Ivanov, 2017. "“3G” Business Model for Marketing 4.0: Implications for Circular Economy," Journal of Emerging Trends in Marketing and Management, The Bucharest University of Economic Studies, vol. 1(1), pages 124-134, October.
    14. S. Stremersch & I. Verniers & C. Verhoef, 2006. "The Quest for Citations: Drivers of Article Impact," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 06/422, Ghent University, Faculty of Economics and Business Administration.
    15. Avornyo, Philip & Fang, Jiaming & Antwi, Collins Opoku & Aboagye, Michael Osei & Boadi, Evans Asante, 2019. "Are customers still with us? The influence of optimum stimulation level and IT-specific traits on mobile banking discontinuous usage intentions," Journal of Retailing and Consumer Services, Elsevier, vol. 47(C), pages 348-360.
    16. Alireza Abroud & Yap Choong & Saravanan Muthaiyah & David Fie, 2015. "Adopting e-finance: decomposing the technology acceptance model for investors," Service Business, Springer;Pan-Pacific Business Association, vol. 9(1), pages 161-182, March.
    17. Li, Manning & Mao, Jiye, 2015. "Hedonic or utilitarian? Exploring the impact of communication style alignment on user's perception of virtual health advisory services," International Journal of Information Management, Elsevier, vol. 35(2), pages 229-243.
    18. Steven M. Shugan, 2006. "Editorial: Fifty Years of," Marketing Science, INFORMS, vol. 25(6), pages 551-555, 11-12.
    19. Souha Al-Geitany & Hasan Yousef Aljuhmani & Okechukwu Lawrence Emeagwali & Elsie Nasr, 2023. "Consumer Behavior in the Post-COVID-19 Era: The Impact of Perceived Interactivity on Behavioral Intention in the Context of Virtual Conferences," Sustainability, MDPI, vol. 15(11), pages 1-23, May.
    20. Broekhuizen, Thijs L.J. & Jager, Wander, 2004. "A conceptual model of channel choice: measuring online and offline shopping value perceptions," Research Report 04F04, University of Groningen, Research Institute SOM (Systems, Organisations and Management).
    21. Hans H. Bauer & Maik Hammerschmidt, 2004. "Developing And Validating A Quality Assessment Scale For Web Portals," Microeconomics 0402007, University Library of Munich, Germany.

    More about this item

    Statistics

    Access and download statistics

    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:gro:rugsom:04f08. 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: Hanneke Tamling (email available below). General contact details of provider: https://edirc.repec.org/data/ferugnl.html .

    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.