The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator

  • Authors:

  • Hsin Hsin Chang;Su Wen Chen

  • Affiliations:

  • Department of Business Administration and Institute of International Business, National Cheng Kung University, 1 University Road, Tainan City 70101, Taiwan;Department of Business Administration and Institute of International Business, National Cheng Kung University, 1 University Road, Tainan City 70101, Taiwan

  • Venue:
  • Computers in Human Behavior
  • Year:
  • 2008

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Abstract

Customer interface quality has been confirmed to critically influence the success of electronic commerce, and there has been extensive discussion about the effects of customer interface quality on consumer behavior. However, few studies have examined how customer interface quality affects e-loyalty. Furthermore, although satisfaction and switching costs are expected to be antecedents to customer loyalty, few studies have systematically examined how these elements are related to customer interface quality. This study proposes an integrating theoretical framework for testing the relationships among customer interface quality, satisfaction, switching costs, and e-loyalty. Moreover, this study argues that the relationships among these constructs are moderated by Internet experience. Empirical analyses are performed using structural equations modeling analysis. The findings confirm that customer interface quality, including customization, interaction, convenience and character, contributes to generating e-loyalty. Particularly, the results show that convenience directly enhances e-loyalty. Additionally, this study finds that customer interface quality positively influences switching costs for customers with higher Internet experience, a phenomenon that has not previously been explored.