How to retain online customers

Authors:
Banphot Vatanasombut;Antonis C. Stylianou;Magid Igbaria
Affiliations:
Virtualab, Inc., Torrance, CA;The University of North Carolina at Charlotte, NC;Claremont Graduate University
Venue:
Communications of the ACM - Wireless sensor networks
Year:
2004

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Abstract

When there's a worldwide marketplace available at your customers' fingertips, maintaining a dedicated following is a tremendous challenge. A recent study of a leading bank's online services illustrates what it takes to keep novice and sophisticated users happy and loyal.