Study on the Factors of Customers Loyalty in E-business World
According to a recent study by Van De Camp pointed out that online sales are expected to rise from $17billion in 2005 to $18.4 billion in 2006 in China. Despite this spectacular annual growth of 8.2％, many web based businesses failed in recent years leading to the dotcom bubble burst. With these changes, the business community saw a renewed interest in focusing on online customer satisfaction and retention through the creation of e-loyalty as a means for gaining a sustainable competitive advantage. E-businesses realized that by retaining customers, they can reduce cost because it is much cheaper to retain customers than to attract new customers. In this paper, I review the exist literature on e-loyalty. Based on the literature review, and the vast experiences in e-business, the papers first outlined the critical differences between traditional loyalty and e-loyalty, and then suggest a set of critical success factors to attain e-loyalty.
CRM e-business e-Commerce Loyalty Internet
LIU Da-wei
Institute of Management Science & Information Engineering, Hangzhou Dianzi University, 310018, China
国际会议
上海
英文
2007-09-21（万方平台首次上网日期，不代表论文的发表时间）