Research Article Open Access

E-SATISFACTION AND E-LOYALTY OF CONSUMERS SHOPPING ONLINE

Abstract

The objective of this research is to study the impact of emotional state and perceived risk of remote purchase on e-satisfaction during the Internet shopping. As well, it aims to study the influence of e-satisfaction on e-loyalty. The data gathering was carried out by a laboratory experiment followed by a questionnaire. The results show that three dimensions of the emotional state during Internet shopping (the pleasure, stimulation and dominance) have a significant positive impact on e-satisfaction. Dimensions of the perceived risk of remote purchase, (the total risk, the financial risk, the social risk, the psychological risk, the functional risk, and the physical risk) don’t have a significant impact on e-satisfaction, except the risk of loss of time has a negative impact. Finally esatisfaction influences positively and significantly the e-loyalty of the cyber consumers.

Moez Ltifi, Jamel-Eddine Gharbi

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