Effect of Website Characteristics on Consumer Loyalty: A Multilevel Analysis

Effect of Website Characteristics on Consumer Loyalty: A Multilevel Analysis

This paper uses a hierarchical linear modeling approach to examine factors that affect Website effectiveness from a customer viewpoint. Use of hierarchical linear modeling allows analysis of multilevel and cross-level interactions that have not been explicitly considered in previous research. Our p...

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Bibliographic Details
Main Authors: MITHAS, Sunil, RAMASUBBU, Narayan, Krishnan, M. S., Claes, Fornell
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2003
Subjects:
Website effectiveness
customer relationships
customer satisfaction
online surveys
business value of IT
e-commerce
hierarchical linear modeling (HLM)
Artificial Intelligence and Robotics
Databases and Information Systems
Online Access:https://ink.library.smu.edu.sg/sis_research/1186
http://aisel.aisnet.org/cgi/viewcontent.cgi?article=1193&context=icis2003
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Institution: Singapore Management University
Language: English
Description
Summary:This paper uses a hierarchical linear modeling approach to examine factors that affect Website effectiveness from a customer viewpoint. Use of hierarchical linear modeling allows analysis of multilevel and cross-level interactions that have not been explicitly considered in previous research. Our preliminary analysis of online Web survey data suggests that the relative importance of different Website features may vary depending on the domain in which Websites are nested.

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