Assessing customer retention in B2C electronic commerce: an empirical study

2016 ◽  
Vol 4 (4) ◽  
pp. 172-185 ◽  
Author(s):  
Eugenia Y. Huang ◽  
Chia-jung Tsui
Keyword(s):  
Empirical Study ◽  
Electronic Commerce ◽  
Customer Retention ◽  
B2c Electronic Commerce

A Contigency Theory for Online Customer Retention

2011 ◽  
pp. 39-55
Author(s):  
Mohamed Khalifa ◽  
Moez Limayem ◽  
Vanessa Liu
Keyword(s):  
Electronic Commerce ◽  
Online Shopping ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Factors Affecting ◽  
Is Research ◽  
Specific Factors ◽  
Online Consumer ◽  
Main Factors ◽  
B2c Electronic Commerce

Customer retention, or repurchase, is one of the main factors that help to create and maintain the competitiveness and sustainability of an organization. With the proliferation of B2C electronic commerce, retention has become even more important to Internet merchants who sell online, where customers are provided with a wide variety of choices and competition is globally severe. As opposed to pageviews and click through ratios, repurchase provides a more revealing metric of the effectiveness of websites. It is therefore important to explain and identify the determinants of online customer retention. Previous IS research on online shopping mainly focused on adoption and usage issues. Very few studies, however, examined whether customers made repurchases after they were attracted to and satisfied with the buying experience and product. In this study, we develop, operationalize and empirically test a model that explains online consumer retention as measured by repurchase. Our findings demonstrated that the direct effect of satisfaction on repurchase is positively moderated by online shopping habit. This research also highlights and identifies specific factors affecting customer retention that should help practitioners in formulating the appropriate marketing strategies.

A Contigency Theory for Online Customer Retention

2011 ◽  
pp. 1837-1852
Author(s):  
Mohamed Khalifa ◽  
Moez Limayem ◽  
Vanessa Liu
Keyword(s):  
Electronic Commerce ◽  
Online Shopping ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Factors Affecting ◽  
Is Research ◽  
Specific Factors ◽  
Online Consumer ◽  
Main Factors ◽  
B2c Electronic Commerce

Customer retention, or repurchase, is one of the main factors that help to create and maintain the competitiveness and sustainability of an organization. With the proliferation of B2C electronic commerce, retention has become even more important to Internet merchants who sell online, where customers are provided with a wide variety of choices and competition is globally severe. As opposed to pageviews and click through ratios, repurchase provides a more revealing metric of the effectiveness of websites. It is therefore important to explain and identify the determinants of online customer retention. Previous IS research on online shopping mainly focused on adoption and usage issues. Very few studies, however, examined whether customers made repurchases after they were attracted to and satisfied with the buying experience and product. In this study, we develop, operationalize and empirically test a model that explains online consumer retention as measured by repurchase. Our findings demonstrated that the direct effect of satisfaction on repurchase is positively moderated by online shopping habit. This research also highlights and identifies specific factors affecting customer retention that should help practitioners in formulating the appropriate marketing strategies.

Globalization of Consumer E-Commerce

2011 ◽  
pp. 1678-1684
Author(s):  
Daniel Brandon Jr.
Keyword(s):  
Electronic Commerce ◽  
Web Site ◽  
Home Country ◽  
The Internet ◽  
Key Issues ◽  
Business To Consumer ◽  
B2c Electronic Commerce ◽  
A Company ◽  
Home Territory

This article reviews globalization aspects of “business to consumer” (B2C) electronic commerce. According to Computerworld, “Globalization is the marketing and selling of a product outside a company’s home country. To successfully do that on the Internet, a company needs to localize – make its Web site linguistically, culturally, and in all other ways accessible to customers outside its home territory” (Brandon, 2001). This overview describes the key issues in the globalization of electronic commerce; for more detail, see the full book chapter (Brandon, 2002).

A Fuzzy Logic-Based Approach for Supporting Decision-Making Process in B2C Electronic Commerce Transaction

2011 ◽  
pp. 1416-1429
Author(s):  
Fahim Akhter ◽  
Zakaria Maamar ◽  
Dave Hobbs
Keyword(s):  
Decision Making ◽  
Fuzzy Logic ◽  
Electronic Commerce ◽  
Decision Process ◽  
Human Reasoning ◽  
Critical Factors ◽  
Human Decision Process ◽  
Human Decision ◽  
Business To Consumer ◽  
B2c Electronic Commerce

The purpose of this article is to present an application of fuzzy logic to human reasoning about electronic commerce (e-commerce) transactions. This article uncovers some of the hidden relationships between critical factors such as security, familiarity, design, and competitiveness. We analyze the effect of these factors on human decision process and how they affect the Business-to-Consumer (B2C) outcome when they are used collectively. This research provides a toolset for B2C vendors to access and evaluate a user’s transaction decision process and also an assisted reasoning tool for the online user.

A Fuzzy Logic-Based Approach for Supporting Decision-Making Process in B2C Electronic Commerce Transaction

2009 ◽  
pp. 258-271
Author(s):  
Fahim Akhter ◽  
Zakaria Maamar ◽  
Dave Hobbs
Keyword(s):  
Decision Making ◽  
Fuzzy Logic ◽  
Electronic Commerce ◽  
Decision Process ◽  
Human Reasoning ◽  
Critical Factors ◽  
Human Decision Process ◽  
Human Decision ◽  
Business To Consumer ◽  
B2c Electronic Commerce

The purpose of this article is to present an application of fuzzy logic to human reasoning about electronic commerce (e-commerce) transactions. This article uncovers some of the hidden relationships between critical factors such as security, familiarity, design, and competitiveness. We analyze the effect of these factors on human decision process and how they affect the Business- to-Consumer (B2C) outcome when they are used collectively. This research provides a toolset for B2C vendors to access and evaluate a user’s transaction decision process and also an assisted reasoning tool for the online user.

Business to Consumer (B2C) E-Commerce Decade Evolution

2013 ◽  
Vol 4 (4) ◽  
pp. 1-10 ◽  
Author(s):  
Athanasios Drigas ◽  
Panagiotis Leliopoulos
Keyword(s):  
European Union ◽  
Electronic Commerce ◽  
The Internet ◽  
The European Union ◽  
Developed Country ◽  
Internet Users ◽  
The Usa ◽  
Business To Consumer ◽  
B2c Electronic Commerce ◽  
The Way

This paper is a review on Business to Consumer (B2C) electronic commerce (e-commerce) and it studies its evolution over the last decade. The Internet characteristics that affect B2C are the Internet growth, which at first includes the number of Internet users and secondly, the infrastructure, which is basically the quality and speed of the lines. Moreover, the way the Internet growth has affected the B2C e-commerce growth over the last ten years is studied in three major countries-areas. The USA because it is an Internet developed country with vast e-commerce sales, China because it is a rapidly developing Internet country with a large number of users and fast e-commerce activity growth in the last decade and finally, the European Union, because of its diversity in Internet and e-commerce growth. This paper focuses on the aforementioned three geographic areas and extracts its conclusions from the observations of B2C behavior growth in these areas.

Sign in / Sign up

Export Citation Format

Share Document