• norsk
    • English
  • norsk 
    • norsk
    • English
  • Logg inn
Vis innførsel 
  •   Hjem
  • Handelshøyskolen BI
  • Student papers
  • Master of Science
  • Vis innførsel
  •   Hjem
  • Handelshøyskolen BI
  • Student papers
  • Master of Science
  • Vis innførsel
JavaScript is disabled for your browser. Some features of this site may not work without it.

Online Customer Experience: What Factors Influence Loyal Customers in an Online Environment?

Lindhjem, Anne Marthe; Rabben, Marius André
Master thesis
Thumbnail
Åpne
2040576.pdf (6.275Mb)
Preliminary.pdf (1003.Kb)
Permanent lenke
http://hdl.handle.net/11250/2577986
Utgivelsesdato
2018
Metadata
Vis full innførsel
Samlinger
  • Master of Science [1116]
Sammendrag
This study aimed to analyze several aspects with customer experience, and its relationship to Norwegian customers’ e-loyalty. Customer experience is a substantial and comprehensive concept, where we decided to narrow the research to investigate the following aspects; service quality, ease of use, security and cocreation. Hence, suggesting which factors that have an impact on customer loyalty with online stores. In addition, we included two mediators; satisfaction and trust, for assessing any mediating effect on the relationship between the customer experience factors and e-loyalty. Through our in-depth interviews, we found results suggesting that the customers are relatively secure and are trusting the online stores when purchasing. In addition, the respondents from the in-depth interviews reported that the user- and customer friendliness of the digital platform, is an important factor when purchasing, and it might have an effect on the consideration of repurchase. We conducted a quantitative research through an online survey, where we received 153 valid answers. The quantitative research describes a positive relationship between all of our customer experience factors towards e-loyalty. This indicates that service quality, ease of use, security and co-creation have a causal relationship to and an impact on customer e-loyalty. However, we found only satisfaction to have a significant mediating effect in the relationship between ease of use, security and co-creation and e-loyalty. Having satisfaction as a mediator, increased all of the explanatory power for the representative factors and e-loyalty. Based on the findings from this research, we managed to develop a model which includes the relationships between customer experience, satisfaction, and e-loyalty. This model can be utilized to enhance the customer loyalty within online stores.
Beskrivelse
Masteroppgave(MSc) in Master of Science in Strategic Marketing Management - Handelshøyskolen BI, 2018
Utgiver
Handelshøyskolen BI

Kontakt oss | Gi tilbakemelding

Personvernerklæring
DSpace software copyright © 2002-2019  DuraSpace

Levert av  Unit
 

 

Bla i

Hele arkivetDelarkiv og samlingerUtgivelsesdatoForfattereTitlerEmneordDokumenttyperTidsskrifterDenne samlingenUtgivelsesdatoForfattereTitlerEmneordDokumenttyperTidsskrifter

Min side

Logg inn

Statistikk

Besøksstatistikk

Kontakt oss | Gi tilbakemelding

Personvernerklæring
DSpace software copyright © 2002-2019  DuraSpace

Levert av  Unit