Investigating different factors influencing on customer retention in e-business
This paper presents an empirical investigation to study the impact of brand value, service quality, customer trust and internet knowledge on customer retention. The study adoptes a questionnaire originally developed by Jurisic and Azevedo (2011) [Jurisic, B., & Azevedo, A. (2011). Building custo...
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| Format: | Article |
| Language: | English |
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Growing Science
2014-08-01
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| Series: | Management Science Letters |
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| Online Access: | http://www.growingscience.com/msl/Vol4/msl_2014_205.pdf |
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| _version_ | 1849738787076177920 |
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| author | Mohammad Hassan Mohebian Araghi |
| author_facet | Mohammad Hassan Mohebian Araghi |
| author_sort | Mohammad Hassan Mohebian Araghi |
| collection | DOAJ |
| description | This paper presents an empirical investigation to study the impact of brand value, service quality, customer trust and internet knowledge on customer retention. The study adoptes a questionnaire originally developed by Jurisic and Azevedo (2011) [Jurisic, B., & Azevedo, A. (2011). Building customer–brand relationships in the mobile communications market: The role of brand tribalism and brand reputation. Journal of Brand Management, 18(4), 349-366.] and distributes it among some people who purchased LED television from a well-known Korean manufacturer in city of Tehran, Iran. Using structural equation modeling, the study has determined positive effects of brand value (β = 0.377, Sig. = 0.0001), service quality (β = 0.204, Sig. = 0.0001) and internet knowledge (β = 0.280, Sig. = 0.0001). However, the study does not find any statistical evidence to confirm the effects of customer trust on customer retention. |
| format | Article |
| id | doaj-art-ef48441dde254db8b0a7803ea9df11a7 |
| institution | DOAJ |
| issn | 1923-2934 1923-9343 |
| language | English |
| publishDate | 2014-08-01 |
| publisher | Growing Science |
| record_format | Article |
| series | Management Science Letters |
| spelling | doaj-art-ef48441dde254db8b0a7803ea9df11a72025-08-20T03:06:27ZengGrowing ScienceManagement Science Letters1923-29341923-93432014-08-01481825182810.5267/j.msl.2014.6.049Investigating different factors influencing on customer retention in e-businessMohammad Hassan Mohebian AraghiThis paper presents an empirical investigation to study the impact of brand value, service quality, customer trust and internet knowledge on customer retention. The study adoptes a questionnaire originally developed by Jurisic and Azevedo (2011) [Jurisic, B., & Azevedo, A. (2011). Building customer–brand relationships in the mobile communications market: The role of brand tribalism and brand reputation. Journal of Brand Management, 18(4), 349-366.] and distributes it among some people who purchased LED television from a well-known Korean manufacturer in city of Tehran, Iran. Using structural equation modeling, the study has determined positive effects of brand value (β = 0.377, Sig. = 0.0001), service quality (β = 0.204, Sig. = 0.0001) and internet knowledge (β = 0.280, Sig. = 0.0001). However, the study does not find any statistical evidence to confirm the effects of customer trust on customer retention.http://www.growingscience.com/msl/Vol4/msl_2014_205.pdfLED businessCustomer retentionE-business |
| spellingShingle | Mohammad Hassan Mohebian Araghi Investigating different factors influencing on customer retention in e-business Management Science Letters LED business Customer retention E-business |
| title | Investigating different factors influencing on customer retention in e-business |
| title_full | Investigating different factors influencing on customer retention in e-business |
| title_fullStr | Investigating different factors influencing on customer retention in e-business |
| title_full_unstemmed | Investigating different factors influencing on customer retention in e-business |
| title_short | Investigating different factors influencing on customer retention in e-business |
| title_sort | investigating different factors influencing on customer retention in e business |
| topic | LED business Customer retention E-business |
| url | http://www.growingscience.com/msl/Vol4/msl_2014_205.pdf |
| work_keys_str_mv | AT mohammadhassanmohebianaraghi investigatingdifferentfactorsinfluencingoncustomerretentioninebusiness |