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- W4312972865 abstract "The impact of customer loyalty on business performance seems indisputable. Having a loyal customer base comes with many advantages that directly contribute to increased profits. However, in the literature only a handful of studies dealt directly and comprehensively with customer loyalty to online retailers. For example, little consideration has been given to the complexity of the online retailer’s operations, including the delivery of customer orders, a well-matched product range, complaint resolution, relationship building, etc. This study aimed at filling this gap. Therefore the aim of the article is to identify the factors that constitute customer loyalty of online retailers. Based on systematic literature review 85 items that may relate to loyalty were proposed. To extract factors out of proposed items exploratory factor analysis (EFA) was deployed. To acquire the required data the survey was carried out among Polish customers (N = 200) making purchase from an on line sellers. In order to assure the reliability of the research, the sample structure reflected the structure of the studied population. Based on the research 6 factors constituting customer loyalty have been extracted, that is: delivery conditions, convenience of shopping, social media presence, impressions of receiving the shipment, credibility and promotion." @default.
- W4312972865 created "2023-01-05" @default.
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- W4312972865 date "2022-01-01" @default.
- W4312972865 modified "2023-10-14" @default.
- W4312972865 title "Critical Factors of Customers Loyalty in E-Commerce" @default.
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- W4312972865 doi "https://doi.org/10.1007/978-981-19-8234-7_39" @default.
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