Factors Influencing Customer Loyalty toward Online Shopping in Algeria: E-CRM, Trust, Satisfaction
| المصدر: | مجلة آفاق للعلوم |
|---|---|
| الناشر: | جامعة زيان عاشور الجلفة |
| المؤلف الرئيسي: | Malki, Djihane (Author) |
| مؤلفين آخرين: | Zeddoun, Djamel (Co-Author) |
| المجلد/العدد: | مج8, ع2 |
| محكمة: | نعم |
| الدولة: |
الجزائر |
| التاريخ الميلادي: |
2023
|
| الصفحات: | 246 - 261 |
| DOI: |
10.37167/1677-008-002-028 |
| ISSN: |
2507-7228 |
| رقم MD: | 1365594 |
| نوع المحتوى: | بحوث ومقالات |
| اللغة: | الإنجليزية |
| قواعد المعلومات: | EduSearch, EcoLink, HumanIndex |
| مواضيع: | |
| كلمات المؤلف المفتاحية: |
E-CRM | Trust | Satisfaction | Loyalty | Online Shopping
|
| رابط المحتوى: |
عدد مرات التحميل
6
| المستخلص: |
This study aims to investigate the effect of e-CRM, trust, and customer satisfaction on customer loyalty. In this purpose, a quantitative study has been conducted on Algerian customers of online shopping. After distributing a questionnaire on a sample of 121 customers, a multiple linear regression has been adopted in data analysis. The results supported two out of three hypotheses, and showed that: e-CRM has not a significant effect on customer loyalty. In contrast, there exist a significant and positive impact of trust and satisfaction on customer loyalty. |
|---|---|
| ISSN: |
2507-7228 |
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