THE EFFECT OF INERTIA AND SATISFACTION ON CONSUMER LOYALTY IN ONLINE SHOPPING SITES

Aysel Ercis; Tugba Yildiz; Fatma Gorgun Deveci

Research Article

THE EFFECT OF INERTIA AND SATISFACTION ON CONSUMER LOYALTY IN ONLINE SHOPPING SITES

Year 2018, Volume: 5 Issue: 3, 214 - 225, 30.09.2018

Aysel Ercis Tugba Yildiz Fatma Gorgun Deveci

Abstract

Purpose- This
study deals with the effect of the required qualifications of an online
shopping sites on consumer inertia and customer satisfaction and loyalty.

Methodology-
As a method of research, the convenience sampling method was preferred
and face-to-face questionnaires were applied. Upon elimination of incomplete and
incorrect questionnaires, 317 questionnaires were included in the evaluation.

Findings- According to the results of the study,
the adaptation, transaction ease and engagement which are dimensions of a
website's required qualifications are effective on consumer inertia. On another
note, adaptation, interaction, commitment, transaction ease and engagement are
dimension which have an impact on customer satisfaction. While alternative
attraction has a moderator role in the relationship between consumer inertia
and loyalty, positive word-of-mouth has not been proven to have a moderating
effect in the relationship between customer satisfaction and loyalty.

Conclusion- This study reveals the factors
affecting inertia and satisfaction in consumers and the moderator effects in
making loyalty.

Keywords

Consumer inertia, alternative attraction, customer satisfaction, positive word-of-mouth, loyalty

References

Anderson, R. E, Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology & Marketing, 20(2), 123-138.
Anderson, R. E., Swaminathan, S. (2011). Customer satisfaction and loyalty in e-markets: a PLS path modeling approach. Journal of Marketing Theory and Practice, 19(2), 221-234.
Baron, R. M., Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173-1182.
Bayraktar, E., Tatoglu, E., Turkyilmaz, A., Delen, D., Zaim, S. (2012). Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA. Expert Systems with Applications, 39(1), 99-106.
Bozzo, C. (2002). Understanding inertia in an industrial context. Journal of Customer Behaviour, 1(3), 1-20.
Brodie, R. J., Ilic, A., Juric, B., Hollebeek, L. (2013). Consumer engagement in a virtual brand community: an exploratory analysis. Journal of Business Research, 66(1), 105-114.
Cantallops, A. S., Salvi, F. (2014). New consumer behavior: a review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51.
Casalo, L. V., Flavián, C., Guinalíu, M. (2007). The influence of satisfaction, perceived reputation and trust on a consumer's commitment to a website. Journal of Marketing Communications, 13(1), 1-17.
Chen, Q., Clifford, S. J., Wells, W. D. (2002). Attitude toward the site II: new information. Journal of Advertising Research, 42(2), 33-45.
Cheng, C. C., Chiu, S. I., Hu, H. Y., Chang, Y. Y. (2011). A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator. African Journal of Business Management, 5(13), 5118-5129.
Christodoulides, G., Michaelidou, N. (2010). Shopping motives as antecedents of e-satisfaction and e-loyalty. Journal of Marketing Management, 27(1-2), 181-197.
Colgate, M., Lang, B. (2001). Switching barriers in consumer markets: an investigation of the financial services industry. Journal of consumer marketing, 18(4), 332-347.
Cristobal, E., Flavián, C., Guinaliu, M. (2007). Perceived e-service quality (PeSQ) Measurement validation and effects on consumer satisfaction and web site loyalty. Managing service quality: An international journal, 17(3), 317-340.
Çankaya, İ., Demirtaş, Z. (2010). Öğretmen adaylarının görüşlerine göre üniversite iklimi ve atalet arasındaki ilişki. Pamukkale Üniversitesi Eğitim Fakültesi Dergisi, 28(28), 1-9.
Dann, S., Dann, S. (2011). E-marketing: theory and application. Palgrave macmillan.
Devaraj, S., Fan, M., Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics. Information systems research, 13(3), 316-333.
Dutot, V. (2013). A new strategy for customer engagement: how do French firms use social CRM?. International Business Research, 6(9), 54-67.
File, K. M., Prince, R. A. (1992). Positive word-of-mouth: customer satisfaction and buyer behaviour. International Journal of Bank Marketing, 10(1), 25-29.
Harrison-Walker, L. J. (2002). If you build it, will they come? Barriers to international e-marketing. Journal of Marketing Theory and practice, 10(2), 12-21.
Hoch, S. J., Bradlow, E. T., Wansink, B. (1999). The variety of an assortment. Marketing Science, 18(4), 527-546.
Huang, M. H., Yu, S. (1999). Are consumers inherently or situationally brand loyal?—a set intercorrelation account for conscious brand loyalty and nonconscious inertia. Psychology & Marketing, 16(6),523-544.
Jones, M. A., Mothersbaugh, D. L., Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of retailing, 76(2), 259-274.
Kassim, N., Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study, Journal of Marketing, Vol. 59 No. 2, 71-82.
Kim, J. S., Kaye, J., Wright, L. K. (2001). Moderating and mediating effects in causal models. Issues in Mental Health Nursing, 22(1), 63-75.
Kim, C., Zhao, W., Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: evaluating the relationships among perceived value, satisfaction, and trust based on customers' perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1-19.
Kim, J., Jin, B., Swinney, J. L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of retailing and Consumer services, 16(4), 239-247.
Koo, D. M., Kim, J. J., Lee, S. H. (2008). Personal values as underlying motives of shopping online. Asia Pacific Journal of Marketing and Logistics, 20(2), 156-173.
Kuo, Y. F., Hu, T. L., Yang, S. C. (2013). Effects of inertia and satisfaction in female online shoppers on repeat-purchase intention: the moderating roles of word-of-mouth and alternative attraction. Managing Service Quality: An International Journal, 23(3), 168-187.
Lee, G. G., Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
Lee, R., Neale, L. (2012). Interactions and consequences of inertia and switching costs. Journal of services marketing, 26(5), 365-374.
Leisen, B., Prosser, E. (2004). Customers' perception of expensiveness and its impact on loyalty behaviors. Services Marketing Quarterly, 25(3), 35-52.
Lien, C. H., Cao, Y. (2014). Examining WeChat users’ motivations, trust, attitudes, and positive word-of-mouth: evidence from China. Computers in Human Behavior, 41, 104-111.
Liu, T. C., Wu, L. W., Hung, C. T. (2007). The effects of inertia and switching barriers on satisfaction-retention relationship: a case of financial service industries, Journal of Management, Vol. 24 No. 6, 671-687.
Lindley, P., Walker, S. N. (1993). Theoretical and methodological differentiation of moderation and mediation. Nursing Research, 42, 276–279.
Lucia-Palacios, L., Pérez-López, R., Polo-Redondo, Y. (2016). Enemies of cloud services usage: inertia and switching costs. Service Business, 10(2), 447-467.
Maxham III, J. G., Netemeyer, R. G. (2002). A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. Journal of marketing, 66(4), 57-71.
Masood, O., Javaria, K. (2016). Inertia and online trust leading factors affecting consumer repeat-purchase intention in e-commerce (moderating role of alternative attraction). The Journal of Internet Banking and Commerce, 76(3), 309-322.
Moore, M., Carpenter, J. (2006). The effect of price as a marketplace cue on retail patronage. Journal of Product & Brand Management, 15(4), 265-271.
Mousaveian, S. A., Ebrahimpour, H., Hasanzadeh, M., Mousaveian, N. (2016). The role of e-value, e-trust, e-commitment and e-satisfaction on customers e-loyalty with emphasis on internet banking. International Journal of Management Research and Reviews, 6(5), 741-747.
Noble, S. M., Griffith, D. A., Adjei, M. T. (2006). Drivers of local merchant loyalty: understanding the influence of gender and shopping motives. Journal of Retailing, 82(3), 177-188.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, Vol. 63 No. 4, 33-44.
Park, M., Park, J. (2009). Exploring the influences of perceived interactivity on consumers'e-shopping effectiveness. Journal of customer behaviour, 8(4), 361-379.
Pechtl, H. (2003). Adoption of online shopping by German grocery shoppers. The International Review of Retail, Distribution and Consumer Research, 13(2), 145-159.
Pitta, D., Franzak, F., Fowler, D. (2006). A strategic approach to building online customer loyalty: integrating customer profitability tiers. Journal of consumer marketing, 23(7), 421-429.
Raney, A. A., L. M. Arpan, K. Padhupati D. A. Brill. (2003). At the movies, on the web: an investigation of the effects of entertaining and interactive web content on site and brand evaluations. Journal of Interactive Marketing, 17(4), 38-53.
Razak, M. Z. B. A., Ilias, A., Rahman, R. A. (2009). Differentiation strategies of internet retailing (unique, value and return): A focused web evaluation into airline service provider. International Business Research, 2(2), 40-47.
Richard, M. O., Chandra, R. (2005). A model of consumer web navigational behavior: conceptual development and application. Journal of business Research, 58(8), 1019-1029.
Roy Dholakia, R., Zhao, M. (2009). Retail web site interactivity: how does it influence customer satisfaction and behavioral intentions?. International Journal of Retail & Distribution Management, 37(10), 821-838.
Taylor, M. J., England, D. (2006). Internet marketing: web site navigational design issues. Marketing Intelligence & Planning, 24(1), 77-85.
Tsai, H. T., Huang, H. C. (2007), Determinants of e-repeat-purchase intentions: an integrative model of quadruple retention drivers, Information and Management, Vol. 44 No. 3, 231-239.
Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management decision, 50(2), 253-272.
Sheth, J. N., Sharma, A. (2005). International e-marketing: opportunities and issues. International Marketing Review, 22(6), 611-622.
Shih, D. H., Chiang, H. S. (2004). E-mail viruses: how organizations can protect their e-mails. Online Information Review, 28(5), 356-366.
Solomon, M. R. (1994). Consumer behavior: buying, having and being, 2nd ed. Paramount Publishing, Boston, MA.
Solomon, M. R. (2007). Consumer behavior: buying, having, and being, 7th ed. Paramount Publishing, Boston, MA.
Szymanski, D. M., Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of retailing, 76(3), 309-322.
Wangenheim, F. (2003). Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 1-27.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258–270.
Wu, L. W. (2011). Inertia: spurious loyalty or action loyalty?. Asia Pacific Management Review, 16(1), 31-50.
Yanamandram, V., White, L. (2006). Switching barriers in business-to-business services: a qualitative study. International Journal of Service Industry Management, 17(2), 158-192.
Yanamandram, V., White, L. (2010). Are inertia and calculative commitment distinct constructs? An empirical study in the financial services sector. International Journal of Bank Marketing, 28(7), 569-584.
Yang, Z., Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: the role of switching costs. Psychology & Marketing, 21(10), 799-822.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., Chen, H. (2011). Repurchase intention in B2C e-commerce-a relationship quality perspective. Information and Management, 48(6), 192-200.
Zhao, L., Tian, P., Li, X. (2012). Dynamic pricing in the presence of consumer inertia. Omega, 40(2), 137-148.
Zhou, Y., Amin, M. (2014). Factors affecting online community commitment in China: a conceptual framework. Journal of Technology Management in China, 9(1), 24-36.

Year 2018, Volume: 5 Issue: 3, 214 - 225, 30.09.2018

Aysel Ercis Tugba Yildiz Fatma Gorgun Deveci

Abstract

References

Anderson, R. E, Srinivasan, S. S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology & Marketing, 20(2), 123-138.
Anderson, R. E., Swaminathan, S. (2011). Customer satisfaction and loyalty in e-markets: a PLS path modeling approach. Journal of Marketing Theory and Practice, 19(2), 221-234.
Baron, R. M., Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: conceptual, strategic, and statistical considerations. Journal of personality and social psychology, 51(6), 1173-1182.
Bayraktar, E., Tatoglu, E., Turkyilmaz, A., Delen, D., Zaim, S. (2012). Measuring the efficiency of customer satisfaction and loyalty for mobile phone brands with DEA. Expert Systems with Applications, 39(1), 99-106.
Bozzo, C. (2002). Understanding inertia in an industrial context. Journal of Customer Behaviour, 1(3), 1-20.
Brodie, R. J., Ilic, A., Juric, B., Hollebeek, L. (2013). Consumer engagement in a virtual brand community: an exploratory analysis. Journal of Business Research, 66(1), 105-114.
Cantallops, A. S., Salvi, F. (2014). New consumer behavior: a review of research on eWOM and hotels. International Journal of Hospitality Management, 36, 41-51.
Casalo, L. V., Flavián, C., Guinalíu, M. (2007). The influence of satisfaction, perceived reputation and trust on a consumer's commitment to a website. Journal of Marketing Communications, 13(1), 1-17.
Chen, Q., Clifford, S. J., Wells, W. D. (2002). Attitude toward the site II: new information. Journal of Advertising Research, 42(2), 33-45.
Cheng, C. C., Chiu, S. I., Hu, H. Y., Chang, Y. Y. (2011). A study on exploring the relationship between customer satisfaction and loyalty in the fast food industry: With relationship inertia as a mediator. African Journal of Business Management, 5(13), 5118-5129.
Christodoulides, G., Michaelidou, N. (2010). Shopping motives as antecedents of e-satisfaction and e-loyalty. Journal of Marketing Management, 27(1-2), 181-197.
Colgate, M., Lang, B. (2001). Switching barriers in consumer markets: an investigation of the financial services industry. Journal of consumer marketing, 18(4), 332-347.
Cristobal, E., Flavián, C., Guinaliu, M. (2007). Perceived e-service quality (PeSQ) Measurement validation and effects on consumer satisfaction and web site loyalty. Managing service quality: An international journal, 17(3), 317-340.
Çankaya, İ., Demirtaş, Z. (2010). Öğretmen adaylarının görüşlerine göre üniversite iklimi ve atalet arasındaki ilişki. Pamukkale Üniversitesi Eğitim Fakültesi Dergisi, 28(28), 1-9.
Dann, S., Dann, S. (2011). E-marketing: theory and application. Palgrave macmillan.
Devaraj, S., Fan, M., Kohli, R. (2002). Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics. Information systems research, 13(3), 316-333.
Dutot, V. (2013). A new strategy for customer engagement: how do French firms use social CRM?. International Business Research, 6(9), 54-67.
File, K. M., Prince, R. A. (1992). Positive word-of-mouth: customer satisfaction and buyer behaviour. International Journal of Bank Marketing, 10(1), 25-29.
Harrison-Walker, L. J. (2002). If you build it, will they come? Barriers to international e-marketing. Journal of Marketing Theory and practice, 10(2), 12-21.
Hoch, S. J., Bradlow, E. T., Wansink, B. (1999). The variety of an assortment. Marketing Science, 18(4), 527-546.
Huang, M. H., Yu, S. (1999). Are consumers inherently or situationally brand loyal?—a set intercorrelation account for conscious brand loyalty and nonconscious inertia. Psychology & Marketing, 16(6),523-544.
Jones, M. A., Mothersbaugh, D. L., Beatty, S. E. (2000). Switching barriers and repurchase intentions in services. Journal of retailing, 76(2), 259-274.
Kassim, N., Asiah Abdullah, N. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: a cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351-371.
Keaveney, S. M. (1995). Customer switching behavior in service industries: an exploratory study, Journal of Marketing, Vol. 59 No. 2, 71-82.
Kim, J. S., Kaye, J., Wright, L. K. (2001). Moderating and mediating effects in causal models. Issues in Mental Health Nursing, 22(1), 63-75.
Kim, C., Zhao, W., Yang, K. H. (2008). An empirical study on the integrated framework of e-CRM in online shopping: evaluating the relationships among perceived value, satisfaction, and trust based on customers' perspectives. Journal of Electronic Commerce in Organizations, 6(3), 1-19.
Kim, J., Jin, B., Swinney, J. L. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of retailing and Consumer services, 16(4), 239-247.
Koo, D. M., Kim, J. J., Lee, S. H. (2008). Personal values as underlying motives of shopping online. Asia Pacific Journal of Marketing and Logistics, 20(2), 156-173.
Kuo, Y. F., Hu, T. L., Yang, S. C. (2013). Effects of inertia and satisfaction in female online shoppers on repeat-purchase intention: the moderating roles of word-of-mouth and alternative attraction. Managing Service Quality: An International Journal, 23(3), 168-187.
Lee, G. G., Lin, H. F. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161-176.
Lee, R., Neale, L. (2012). Interactions and consequences of inertia and switching costs. Journal of services marketing, 26(5), 365-374.
Leisen, B., Prosser, E. (2004). Customers' perception of expensiveness and its impact on loyalty behaviors. Services Marketing Quarterly, 25(3), 35-52.
Lien, C. H., Cao, Y. (2014). Examining WeChat users’ motivations, trust, attitudes, and positive word-of-mouth: evidence from China. Computers in Human Behavior, 41, 104-111.
Liu, T. C., Wu, L. W., Hung, C. T. (2007). The effects of inertia and switching barriers on satisfaction-retention relationship: a case of financial service industries, Journal of Management, Vol. 24 No. 6, 671-687.
Lindley, P., Walker, S. N. (1993). Theoretical and methodological differentiation of moderation and mediation. Nursing Research, 42, 276–279.
Lucia-Palacios, L., Pérez-López, R., Polo-Redondo, Y. (2016). Enemies of cloud services usage: inertia and switching costs. Service Business, 10(2), 447-467.
Maxham III, J. G., Netemeyer, R. G. (2002). A longitudinal study of complaining customers’ evaluations of multiple service failures and recovery efforts. Journal of marketing, 66(4), 57-71.
Masood, O., Javaria, K. (2016). Inertia and online trust leading factors affecting consumer repeat-purchase intention in e-commerce (moderating role of alternative attraction). The Journal of Internet Banking and Commerce, 76(3), 309-322.
Moore, M., Carpenter, J. (2006). The effect of price as a marketplace cue on retail patronage. Journal of Product & Brand Management, 15(4), 265-271.
Mousaveian, S. A., Ebrahimpour, H., Hasanzadeh, M., Mousaveian, N. (2016). The role of e-value, e-trust, e-commitment and e-satisfaction on customers e-loyalty with emphasis on internet banking. International Journal of Management Research and Reviews, 6(5), 741-747.
Noble, S. M., Griffith, D. A., Adjei, M. T. (2006). Drivers of local merchant loyalty: understanding the influence of gender and shopping motives. Journal of Retailing, 82(3), 177-188.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of Marketing, Vol. 63 No. 4, 33-44.
Park, M., Park, J. (2009). Exploring the influences of perceived interactivity on consumers'e-shopping effectiveness. Journal of customer behaviour, 8(4), 361-379.
Pechtl, H. (2003). Adoption of online shopping by German grocery shoppers. The International Review of Retail, Distribution and Consumer Research, 13(2), 145-159.
Pitta, D., Franzak, F., Fowler, D. (2006). A strategic approach to building online customer loyalty: integrating customer profitability tiers. Journal of consumer marketing, 23(7), 421-429.
Raney, A. A., L. M. Arpan, K. Padhupati D. A. Brill. (2003). At the movies, on the web: an investigation of the effects of entertaining and interactive web content on site and brand evaluations. Journal of Interactive Marketing, 17(4), 38-53.
Razak, M. Z. B. A., Ilias, A., Rahman, R. A. (2009). Differentiation strategies of internet retailing (unique, value and return): A focused web evaluation into airline service provider. International Business Research, 2(2), 40-47.
Richard, M. O., Chandra, R. (2005). A model of consumer web navigational behavior: conceptual development and application. Journal of business Research, 58(8), 1019-1029.
Roy Dholakia, R., Zhao, M. (2009). Retail web site interactivity: how does it influence customer satisfaction and behavioral intentions?. International Journal of Retail & Distribution Management, 37(10), 821-838.
Taylor, M. J., England, D. (2006). Internet marketing: web site navigational design issues. Marketing Intelligence & Planning, 24(1), 77-85.
Tsai, H. T., Huang, H. C. (2007), Determinants of e-repeat-purchase intentions: an integrative model of quadruple retention drivers, Information and Management, Vol. 44 No. 3, 231-239.
Sashi, C. M. (2012). Customer engagement, buyer-seller relationships, and social media. Management decision, 50(2), 253-272.
Sheth, J. N., Sharma, A. (2005). International e-marketing: opportunities and issues. International Marketing Review, 22(6), 611-622.
Shih, D. H., Chiang, H. S. (2004). E-mail viruses: how organizations can protect their e-mails. Online Information Review, 28(5), 356-366.
Solomon, M. R. (1994). Consumer behavior: buying, having and being, 2nd ed. Paramount Publishing, Boston, MA.
Solomon, M. R. (2007). Consumer behavior: buying, having, and being, 7th ed. Paramount Publishing, Boston, MA.
Szymanski, D. M., Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of retailing, 76(3), 309-322.
Wangenheim, F. (2003). Situational characteristics as moderators of the satisfaction-loyalty link: an investigation in a business-to-business context. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 16, 1-27.
Westbrook, R. A. (1987). Product/consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(3), 258–270.
Wu, L. W. (2011). Inertia: spurious loyalty or action loyalty?. Asia Pacific Management Review, 16(1), 31-50.
Yanamandram, V., White, L. (2006). Switching barriers in business-to-business services: a qualitative study. International Journal of Service Industry Management, 17(2), 158-192.
Yanamandram, V., White, L. (2010). Are inertia and calculative commitment distinct constructs? An empirical study in the financial services sector. International Journal of Bank Marketing, 28(7), 569-584.
Yang, Z., Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: the role of switching costs. Psychology & Marketing, 21(10), 799-822.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., Chen, H. (2011). Repurchase intention in B2C e-commerce-a relationship quality perspective. Information and Management, 48(6), 192-200.
Zhao, L., Tian, P., Li, X. (2012). Dynamic pricing in the presence of consumer inertia. Omega, 40(2), 137-148.
Zhou, Y., Amin, M. (2014). Factors affecting online community commitment in China: a conceptual framework. Journal of Technology Management in China, 9(1), 24-36.

There are 66 citations in total.

Details

Primary Language	English
Journal Section	Articles
Authors	Aysel Ercis 0000-0002-9835-8574 Tugba Yildiz This is me 0000-0003-0260-0555 Fatma Gorgun Deveci 0000-0001-8987-2478
Publication Date	September 30, 2018
Published in Issue	Year 2018 Volume: 5 Issue: 3

Cite

APA	Ercis, A., Yildiz, T., & Deveci, F. G. (2018). THE EFFECT OF INERTIA AND SATISFACTION ON CONSUMER LOYALTY IN ONLINE SHOPPING SITES. Journal of Management Marketing and Logistics, 5(3), 214-225.

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