The role of etail quality, e-satisfaction and e-trust in online loyalty development process

The purpose of this study is to propose and test an integrative model of e-loyalty development process by conceptualizing that e-loyalty is influenced by e-satisfaction, e-trust and multi-dimensional aspects of etail quality. In order to capture the full picture of etail quality, we attempt to cover the complete purchase experience by focusing on four dimensions of etail quality that go beyond website functionality or system quality aspects: fulfillment/reliability, website design, security/privacy and responsiveness. From the 182 usable data obtained, hypotheses are tested using structural equation modeling. The results indicate that the e-loyalty development process is influenced by both e-satisfaction and e-trust. The relationship between e-trust and e-satisfaction is found to be significant as well. Components of etail quality have differing effects on e-satisfaction and e-trust. Evaluation of fulfillment/reliability influences e-satisfaction as well as e-trust. Website design positively influences e-satisfaction while security/privacy has a positive effect on e-trust. However, contrary to our expectation, responsiveness affects neither e-satisfaction nor e-trust. Managerial implications are provided following presentation of the findings.