AN EMPIRICAL INVESTIGATION ON E-RETAILER AGILITY, CUSTOMER SATISFACTION, COMMITMENT AND LOYALTY | Zendy

Souvik Roy | Zendy; Amar Raju | Zendy; Santanu Mandal | Zendy

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AN EMPIRICAL INVESTIGATION ON E-RETAILER AGILITY, CUSTOMER SATISFACTION, COMMITMENT AND LOYALTY

Author(s) -

Souvik Roy,

Amar Raju,

Santanu Mandal

Publication year - 2017

Publication title -

verslas teorija ir praktika

Language(s) - English

Resource type - Journals

SCImago Journal Rank - 0.369

H-Index - 17

eISSN - 1822-4202

pISSN - 1648-0627

DOI - 10.3846/btp.2017.011

Subject(s) - business , agile software development , customer base , marketing , loyalty , quality (philosophy) , competition (biology) , loyalty business model , customer satisfaction , empirical research , information quality , advertising , information system , service quality , economics , management , ecology , philosophy , engineering , epistemology , electrical engineering , biology , service (business)

Internet has changed the way retailers do their business. They have gone electronic and are now termed as eretailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if eretailers provide good information and system quality to their consumers and in turn show agility to resolve their issues, eretailers may develop loyal customers. In our study, we propose a model to provide understanding of this process by studying the antecedents and consequences of eretailers’ agility. Partial least squares were used for testing the proposed relationships. The empirical findings based on 222 completed responses suggest that information quality and system quality of eretailer website can be a factor in consumers perceiving eretailers to be agile. Also, this results in customer loyalty.

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