Designing web sites for customer loyalty across business domains: A multilevel analysis

• Main Authors: Mithas, S., Ramasubbu, Narayanasamy, Krishnan, M. S., Fornell, C.
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2006
• Subjects: business value of information technology;customer loyalty;customer relationships;customer satisfaction;e-commerce;hierarchical linear modeling (HLM);Web site content;word-of-mouth; Databases and Information Systems
• Online Access: https://ink.library.smu.edu.sg/sis_research/3219; https://ink.library.smu.edu.sg/context/sis_research/article/4221/viewcontent/8517618.pdf
• 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...