• Login
    View Item 
    •   Home
    • UA Graduate and Undergraduate Research
    • UA Theses and Dissertations
    • Dissertations
    • View Item
    •   Home
    • UA Graduate and Undergraduate Research
    • UA Theses and Dissertations
    • Dissertations
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Browse

    All of UA Campus RepositoryCommunitiesTitleAuthorsIssue DateSubmit DateSubjectsPublisherJournalThis CollectionTitleAuthorsIssue DateSubmit DateSubjectsPublisherJournal

    My Account

    LoginRegister

    About

    AboutUA Faculty PublicationsUA DissertationsUA Master's ThesesUA Honors ThesesUA PressUA YearbooksUA CatalogsUA Libraries

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    Customer evaluations of e-shopping: The effects of quality-value perceptions and e-shopping satisfaction on e-shopping loyalty

    • CSV
    • RefMan
    • EndNote
    • BibTex
    • RefWorks
    Thumbnail
    Name:
    azu_td_3060949_sip1_m.pdf
    Size:
    3.292Mb
    Format:
    PDF
    Download
    Author
    Warrington, Patricia
    Issue Date
    2002
    Keywords
    Business Administration, Marketing.
    Advisor
    Eastlick, Mary Ann
    
    Metadata
    Show full item record
    Publisher
    The University of Arizona.
    Rights
    Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.
    Abstract
    The purpose of this study was to provide a better understanding of the relationships among quality, value, satisfaction, and loyalty when consumers choose to use technology-based retail formats such as online shopping. Three research objectives served to guide the development of an e-shopping loyalty model. The first objective was to investigate the extent to which the direct and indirect relationships among quality, value, satisfaction, and loyalty in technology-based retail environments parallel those that occur in traditional retail and service settings. The second research objective was to examine how the factors that predict quality-value perceptions for shopping online as compared to offline influence evaluations of e-shopping satisfaction and loyalty for an online merchant. The third objective was to investigate how a consumer's receptiveness to e-shopping technology influences evaluations of and loyalty to a merchant's website. There is a paucity of research regarding the interrelationships among these variables in technology-based consumption environments, therefore, the conceptual framework for the e-shopping model was drawn primarily from the relevant research in the retail and services literature. Data for the study was collected using a survey distributed by mail to the online apparel customers of a U.S. based company. The structural model employed to test the e-shopping loyalty model supported nine of the eleven hypothesized relationships. The links found in the causal model were reinterpreted as an Integrated Model of e-Shopping Loyalty. Findings suggest that online customer loyalty is less directly impacted by value-driven cognitions than by satisfactory shopping experiences. More specifically, perceptions of online shopping value impacted e-shopping loyalty only indirectly through the positive and direct effect of e-shopping satisfaction. Although cognitive assessments related to the merchandise offering played an important role in the evaluative process, shoppers' judgments of e-service quality were found to be more influential in affecting e-shopping loyalty. Additionally, shoppers appeared to be as concerned about the time and effort costs involved in online shopping as they were with the merchandise price. Finally, stronger feelings and beliefs about online shopping influenced consumers' evaluations of e-shopping primarily through their impact on perceptions of e-service quality.
    Type
    text
    Dissertation-Reproduction (electronic)
    Degree Name
    Ph.D.
    Degree Level
    doctoral
    Degree Program
    Graduate College
    Family and Consumer Sciences
    Degree Grantor
    University of Arizona
    Collections
    Dissertations

    entitlement

     
    The University of Arizona Libraries | 1510 E. University Blvd. | Tucson, AZ 85721-0055
    Tel 520-621-6442 | repository@u.library.arizona.edu
    DSpace software copyright © 2002-2017  DuraSpace
    Quick Guide | Contact Us | Send Feedback
    Open Repository is a service operated by 
    Atmire NV
     

    Export search results

    The export option will allow you to export the current search results of the entered query to a file. Different formats are available for download. To export the items, click on the button corresponding with the preferred download format.

    By default, clicking on the export buttons will result in a download of the allowed maximum amount of items.

    To select a subset of the search results, click "Selective Export" button and make a selection of the items you want to export. The amount of items that can be exported at once is similarly restricted as the full export.

    After making a selection, click one of the export format buttons. The amount of items that will be exported is indicated in the bubble next to export format.