1. bookVolume 15 (2021): Issue 1 (December 2021)
Conference Details
First Published
15 Dec 2017
Publication timeframe
1 time per year
access type Open Access

Exploring the impact of customer experience on customer loyalty in e-commerce

Published Online: 31 Dec 2021
Volume & Issue: Volume 15 (2021) - Issue 1 (December 2021)
Page range: 672 - 682
Conference Details
First Published
15 Dec 2017
Publication timeframe
1 time per year

In recent years, with the remarkable growth of the global digital market, specialists took a new direction of focus in the field of marketing, considering customer experience an important differentiator in today’s digital landscape. In an online setting, in contrast to traditional marketing, the dimensions of customer experience include informativeness, entertainment, social presence and sensory, elements that create customer value. The experience is an increasingly significant component in defining the success of an online company, becoming a source of competitive advantage for any e-business. Yet, to accomplish these favorable results, a business needs to focus on customer loyalty, a concept that is understood from a relational perspective as the consumer’s preferences to sustain a stable relationship with the brand, fact that involves consistent visits of the site, and in consequence, repeat purchases. The research presented in this paper is based on the literature review. Subsequently, a conceptual model was proposed as the intersection of the online customer experience dimensions with the concept of customer loyalty, which, in turn, includes consumer’s attitudes and behaviors toward an online business. The purpose of this study is twofold: (1) to offer an outline of opportunities to use customer experience for increasing customer loyalty and (2) to provide managerial implications and guides future research opportunities to empirically measure the impact of online customer experience components on customer loyalty.


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