Statistical analysis with missing data
Statistical analysis with missing data
An evaluative framework for research on the performance effects of information technology investment
ICIS '89 Proceedings of the tenth international conference on Information Systems
Beyond the productivity paradox
Communications of the ACM
Decision Support Systems - Special issue on economics of electronic commerce
Content versus structure in information environments: a longitudinal analysis of website preferences
ICIS '00 Proceedings of the twenty first international conference on Information systems
Effect of store design on consumer purchases: an empirical study of on-line bookstores
Information and Management
Applying the Technology Acceptance Model and Flow Theory to Online Consumer Behavior
Information Systems Research
Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability
Information Systems Research
Measuring e-Commerce in Net-Enabled Organizations: An Introduction to the Special Issue
Information Systems Research
Web Site Usability, Design, and Performance Metrics
Information Systems Research
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
Information Systems Research
Businesses as Buildings: Metrics for the Architectural Quality of Internet Businesses
Information Systems Research
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
Information Systems Research
Expectations and Rankings of Website Quality Features: Results of Two Studies on User Perceptions
HICSS '01 Proceedings of the 34th Annual Hawaii International Conference on System Sciences ( HICSS-34)-Volume 7 - Volume 7
Websites that Satisfy Users: A Theoretical Framework for Web User Interface Design and Evaluation
HICSS '99 Proceedings of the Thirty-Second Annual Hawaii International Conference on System Sciences-Volume 2 - Volume 2
Customer Satisfaction in Virtual Environments: A Study of Online Investing
Management Science
Journal of Management Information Systems
Information Technology, Production Process Outsourcing, and Manufacturing Plant Performance
Journal of Management Information Systems
Individual Trust in Online Firms: Scale Development and Initial Test
Journal of Management Information Systems
Special Section: Customer-Centric Information Systems
Journal of Management Information Systems
Designing usable online stores: A landscape preference perspective
Information and Management
Attributes of Web Site Usability: A Study of Web Users with the Repertory Grid Technique
International Journal of Electronic Commerce
Trust and Electronic Government Success: An Empirical Study
Journal of Management Information Systems
From Association to Causation via a Potential Outcomes Approach
Information Systems Research
E-auction web assessment model in China
Electronic Commerce Research
Special Section: Competitive Strategy, Economics, and Information Systems
Journal of Management Information Systems
An investigation on institutionalization of websites of firms
ACM SIGMIS Database
A Finite Mixture Logit Model to Segment and Predict Electronic Payments System Adoption
Information Systems Research
Seller Strategies for Differentiation in Highly Competitive Online Auction Markets
Journal of Management Information Systems
Critical review of the e-loyalty literature: a purchase-centred framework
Electronic Commerce Research
Strategic Market and Customer Driven IS/IT Planning Model
International Journal of Strategic Information Technology and Applications
Seller Strategies for Differentiation in Highly Competitive Online Auction Markets
Journal of Management Information Systems
Assessment tool for websites dedicated to drug policy
Proceedings of the 14th Annual International Conference on Digital Government Research
The role of atmospheric cues in online impulse-buying behavior
Electronic Commerce Research and Applications
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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 of relative importance of Web site design elements. We use a hierarchical linear modeling approach to model multilevel and cross-level interactions that have not been explicitly considered in previous research. By analyzing data on more than 12,000 online customer surveys for 43 Web sites in several business domains, we find that the relative importance of different Web site features (e.g., content, functionality) in affecting customer loyalty to a Web site varies depending on the Web site's domain. For example, we find that the relationship between Web site content and customer loyalty is stronger for information-oriented Web sites than for transaction-oriented Web sites. However, the relationship between functionality and customer loyalty is stronger for transaction-oriented Web sites than for information-oriented Web sites. We also find that government Web sites enjoy greater word-of-mouth effect than commercial Web sites. Finally, transaction-oriented Web sites tend to score higher on mean customer loyalty than do information-oriented Web sites.