Consumer perception of interface quality, security, and loyalty in electronic commerce

Hsin Hsin Chang; Su Wen Chen

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Consumer perception of interface quality, security, and loyalty in electronic commerce

机译：消费者对电子商务中接口质量，安全性和忠诚度的看法

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Customer interface quality, perceived security, and customer loyalty are critical factors for success of an e-commerce website; however, the relationships among them are not fully understood. We proposed a model for testing the relationships among them and the important outcomes of the site: switching costs and customer loyalty. Data was collected to test the model using a web-based survey, and empirical analyses were performed using SEM. The analytical results demonstrated that customer interface quality and perceived security positively affected customer satisfaction and switching costs, and thus customer loyalty to an e-commerce website. Specifically, our study showed that switching costs positively moderated the effect of customer satisfaction on customer loyalty; this moderating effect is discussed.

机译：客户界面质量，感知的安全性和客户忠诚度是电子商务网站成功的关键因素。但是，它们之间的关系还没有被完全理解。我们提出了一个模型来测试它们之间的关系以及网站的重要结果：转换成本和客户忠诚度。使用基于Web的调查收集数据以测试模型，并使用SEM进行经验分析。分析结果表明，客户界面质量和感知的安全性对客户满意度和转换成本产生了积极影响，从而影响了客户对电子商务网站的忠诚度。具体而言，我们的研究表明，转换成本积极地缓和了客户满意度对客户忠诚度的影响；讨论了这种调节作用。

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来源
《Information & Management》 |2009年第7期|411-417|共7页
作者
Hsin Hsin Chang; Su Wen Chen;
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作者单位

Dept. of Business Administration, National Cheng Kung University, 1 University Rd., Tainan City 70101, Taiwan;

Dept. of Commerce Automation & Management, National Pingtung Institute of Commerce, 51, Min Sheng E. Rd, Pingtung City 900, Taiwan;

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原文格式 PDF
正文语种 eng
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关键词
customer interface quality; perceived security; switching costs; customer satisfaction; customer loyalty;

机译：客户界面质量;感知的安全性;转移成本;客户满意度;客户忠诚度;

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Consumer perception of interface quality, security, and loyalty in electronic commerce

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