2.50
Hdl Handle:
http://hdl.handle.net/10547/295102
Title:
An empirical analysis on the impact of risk on customer loyalty in electronic commerce
Authors:
Ramanathan, Ramakrishnan ( 0000-0002-8861-2209 )
Abstract:
In this paper, we discuss a research study that explores the role of risk on the influence of various performance attributes on customer loyalty in the context of the electronic marketplace. We use data from online customer ratings of 532 e-commerce websites for the purpose. Seven attributes linked to various performance options available to managers of e-commerce websites are considered. Websites are grouped into risk and non-risk groups based on the nature of products sold. Empirical analysis is conducted using a combination of multivariate statistical techniques: multivariate analysis of variance (MANOVA), factor analysis and multiple regression. Our results show that online customer ratings differ significantly in terms of risk characteristics of the products sold for all the performance attributes, except for 'comparative prices'. Service-oriented attributes, pre-purchase attributes and post-purchase attributes are significant for both risk groups (risk and non-risk).
Citation:
Ramanathan, R. (2011) 'An empirical analysis on the impact of risk on customer loyalty in electronic commerce', International Journal of Services and Operations Management, 9(2), pp.183-201
Publisher:
Inderscience Publishers
Journal:
International Journal of Services and Operations Management
Issue Date:
2011
URI:
http://hdl.handle.net/10547/295102
DOI:
10.1504/IJSOM.2011.040707
Additional Links:
http://www.inderscience.com/link.php?id=40707
Type:
Article
Language:
en
ISSN:
1744-2370; 1744-2389
Appears in Collections:
Business and Information Systems Research Centre (BISC)

Full metadata record

DC FieldValue Language
dc.contributor.authorRamanathan, Ramakrishnanen_GB
dc.date.accessioned2013-07-03T08:05:04Z-
dc.date.available2013-07-03T08:05:04Z-
dc.date.issued2011-
dc.identifier.citationRamanathan, R. (2011) 'An empirical analysis on the impact of risk on customer loyalty in electronic commerce', International Journal of Services and Operations Management, 9(2), pp.183-201en_GB
dc.identifier.issn1744-2370-
dc.identifier.issn1744-2389-
dc.identifier.doi10.1504/IJSOM.2011.040707-
dc.identifier.urihttp://hdl.handle.net/10547/295102-
dc.description.abstractIn this paper, we discuss a research study that explores the role of risk on the influence of various performance attributes on customer loyalty in the context of the electronic marketplace. We use data from online customer ratings of 532 e-commerce websites for the purpose. Seven attributes linked to various performance options available to managers of e-commerce websites are considered. Websites are grouped into risk and non-risk groups based on the nature of products sold. Empirical analysis is conducted using a combination of multivariate statistical techniques: multivariate analysis of variance (MANOVA), factor analysis and multiple regression. Our results show that online customer ratings differ significantly in terms of risk characteristics of the products sold for all the performance attributes, except for 'comparative prices'. Service-oriented attributes, pre-purchase attributes and post-purchase attributes are significant for both risk groups (risk and non-risk).en_GB
dc.language.isoenen
dc.publisherInderscience Publishersen_GB
dc.relation.urlhttp://www.inderscience.com/link.php?id=40707en_GB
dc.rightsArchived with thanks to International Journal of Services and Operations Managementen_GB
dc.subjectcustomer loyaltyen_GB
dc.subjectperformance attributesen_GB
dc.subjectelectronic commerceen_GB
dc.titleAn empirical analysis on the impact of risk on customer loyalty in electronic commerceen
dc.typeArticleen
dc.identifier.journalInternational Journal of Services and Operations Managementen_GB
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