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Spanish Journal of Marketing-ESIC
Article . 2023 . Peer-reviewed
License: Emerald Insight Site Policies
Data sources: Crossref
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Spanish Journal of Marketing-ESIC
Article . 2023
Data sources: DOAJ
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Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

descriptionPublicationkeyboard_double_arrow_right Article 11 Jul 2023 English Publisher:EmeraldJournal:Spanish Journal of Marketing - ESIC, volume 27, pages 178-201 (issn: 2444-9709, eissn: 2444-9709, Copyright policy )
Authors: Oussama Saoula; Amjad Shamim; Norazah Mohd Suki; Munawar Javed Ahmad; Muhammad Farrukh Abid; Ataul Karim Patwary; Amir Zaib Abbasi;

doi: 10.1108/sjme-07-2022-0159

Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

Abstract

PurposeThis study aims to examine the impact of website design, reliability and perceived ease of use as an engagement motivational factors on customer e-trust and e-retention in online shopping.Design/methodology/approachBy using deductive approach, quantitative methods and purposive sampling technique, this study has collected the data from 295 young online customers to enhance an understanding of website design, reliability and perceived ease of use in an online shopping context.FindingsThe findings revealed interesting insights where reliability is the most significant predictor of customer e-trust in online shopping, followed by perceived ease of use and website design. In addition, a significant mediating effect of e-trust is found between customer e-retention, website design, reliability and perceived ease of use.Research limitations/implicationsFuture research is recommended to predict the antecedents of online engagement motivational factors with value co-creation and co-creation experience in online shopping context.Originality/valueThis study offers fresh insights about driving elements and impediments of online customer retention. Customer engagement comprising of website design, reliability and perceived ease of use appear to influence the online customer retention through direct and indirect effect.

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Keywords

Uses and gratification theory, Customer engagement, Perceived ease of use, Website design, E-retention, Compromiso del cliente, Marketing. Distribution of products, HF5410-5417.5

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    selected citations
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    This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    		 25
    popularity
    This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
    		 Top 10%
    influence
    This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
    		 Average
    impulse
    This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
    		 Top 10%
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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
25
Top 10%
Average
Top 10%
gold