IT Value for Customer: Its Influence on Satisfaction and Loyalty in E-commerce

Arkadiusz Kawa , Justyna Światowiec-Szczepańska

Abstract

Today, in the time of a technological revolution, which has a great influence on the economy, we can say that the world is smaller than ever. IT solutions have significantly changed business activities, which can be developed in almost any place. A specific beneficiary of this amendment is e-commerce. The customer does shopping online because of lower prices, convenience, a wider range of products, etc. Beside logistics and marketing reasons, they pay more and more attention to other aspects, too. One of them is IT solutions which support the majority of processes in online retailers, especially marketing communication and website usability. They can have influence on their satisfaction, and, consequently, on their loyalty. These aspects are relatively rarely studied. The goals of this paper are to identify the components of value for customers related to IT, and to present their influence on satisfaction and loyalty in e-commerce. We administered our survey to managers representing e-tailers, suppliers, complementors, and to customers.
Author Arkadiusz Kawa (WZ / KLiT)
Arkadiusz Kawa,,
- Department of Logistics and Transport
, Justyna Światowiec-Szczepańska (WZ / KZS)
Justyna Światowiec-Szczepańska,,
- Department of Strategic Management
Pages489-498
Publication size in sheets0.5
Book Nguyen Ngoc Thanh, Gaol Ford Lumban, Hong Tzung-Pei , Trawiński Bogdan (eds.): Intelligent Information and Database Systems. 11th Asian Conference, ACIIDS 2019, Yogyakarta, Indonesia, April 8–11, 2019, Proceedings, Part II, Lecture Notes In Computer Science, no. 11432, 2019, Springer, ISBN 978-3-030-14801-0, [978-3-030-14802-7], 722 p., DOI:10.1007/978-3-030-14802-7
Keywords in PolishE-commerce, wartość dla klienta, satysfakcja, lojalność
Keywords in EnglishE-commerce, Value for customer, Satisfaction, Loyalty
DOIDOI:10.1007/978-3-030-14802-7_42
Languageen angielski
Score (nominal)20
Score sourceconferenceList
ScoreMinisterial score = 20.0, 27-04-2020, ChapterFromConference
Publication indicators WoS Citations = 0
Citation count*3 (2020-07-08)
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