e-Store Loyalty

Paper Summary:

This paper reviews and discusses an article by George Balabanis, Nina Reynolds, and Antonis Simintiras on the subject of customer loyalty to e-stores. According to the paper, the article looks at customer loyalty, what factors contributed to it, and under what circumstances customers would leave one e-store for another.

From the Paper:

"They pre-tested their questionnaire on only ten participants. This raises some question about their instrument. Those questions could be answered by using it with a wider and more diverse population. The authors report that their sample had about the same amount of experience with the Internet as the average UK e-store shopper - 35 months, with a standard deviation of a little over 16 months, but they did not document that assertion. 35 months is less than three years, and since the internet has been around for quite some time, that statistic might benefit from confirmation.
The authors' results provided information useful to e-store retailers. The looked at a factor called "convenience barriers," or how much trouble it would be for a customer to find an alternate e-store. Their survey suggested that shoppers find using many stores inconvenient, but that they also worry about security."

Sample of Sources Used:

• George Balabanis, Nina Reynolds, and Antonis Simintiras. "Bases of e-store loyalty: Perceived switching barriers and satisfaction." Journal of Business Research 59 (2006) 214 - 224.

More papers on e-Store Loyalty:

• Article Review # 29430 : "E-Customer Loyalty"
• Research Paper # 147718 : "Customer Satisfaction and Loyalty in E-Commerce"
• Analytical Essay # 60965 : "Loyalty Programs"

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