Bases of e-store loyalty: Perceived switching barriers and satisfaction

摘要

Loyalty, its antecedents, and its consequences have been considered extensively. Store loyalty, in particular e-store loyalty, has not, however, received the same level of attention despite the increase in the number of organisations that sell directly over the Internet. This paper focuses on two antecedents of e-store loyalty, perceived switching barriers and satisfaction, and the way in which they interact. It found that customers do not consider themselves loyal to the e-store they frequent despite being largely satisfied, that the impact of switching barriers varies at different levels of customer satisfaction, and that what customers consider to be a switching barrier differs at different levels of customer satisfaction.