Effect of Web Design Characteristics on Customer Loyalty: A Multilevel Analysis

• Main Authors: MITHAS, Sunil, RAMASUBBU, Narayan, Krishnan, M. S., Claes, Fornell
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2006
• Subjects: Computer Sciences; E-Commerce
• Online Access: https://ink.library.smu.edu.sg/sis_research/1289; http://dx.doi.org/10.2753/MIS0742-1222230305
• Institution: Singapore Management University

Web sites are important components of Internet strategy for organizations. This paper develops a theoretical model for understanding the effect of Web site design elements on customer loyalty to a Web site. We show the relevance of the business domain of a Web site to gain a contextual understanding...