The purpose of the study is to analyze the impact of e-quality services on consumer satisfaction and loyalty in Nigeria. A cross-sectional research design was adopted using a well-structured questionnaire to elicit information for 408 postgraduate students currently studying in Nigerian universities. The research instrument was validated, while data collected were analyzed using the Statistical Package for the Social Science (SPSS) and Structural Equation Modeling (SEM) for hypotheses testing. The result revealed a statistically significant positive relationship among consumer satisfaction, loyalty, e-service quality and their dimensions while the findings established trust and satisfaction as prominent mediators for online purchases. This research contributes to the study of online shopping and e-loyalty by developing a model on the construct within the e-commerce context and suggesting possible factors that may influence quality service decisions.

This study was conducted to explore the relationship between e-learning service quality, e-trust, and e-loyalty in Vietnam, an emerging country. Data collected from 666 students were analyzed by exploratory factor analysis, confirmation factor analysis and linear model using SPSS 20.0 and AMOS 20.0 software. The results indicate that e-trust and e-learning service quality had positive impacts on e-loyalty. The study also shows e-learning service quality and e-learners' privacy and security affect e-trust positively. Besides, there is a positive and significance relationship among e-learners' privacy and security, e-learning support service quality, online course material quality and e-learning service quality. However, it is not yet possible to prove the role of online instructor quality in e-learning service quality.

Perceived value, E-satisfaction, and E-loyalty are widely discussed in the practitioner literate and considered as critical factors for the success of E-commerce. Those constructs still contribute to the significant impacts on cross-border E-commerce, which is a part of E-commerce. However, Cross-border E-commerce, particularly for Sino-Thai Cross-border E-commerce, as an emerging market, does not draw enough attention from scholars. Hence, the lack of theoretical and empirical researches leads to few or limited support or guide for suppliers and governments to tackle this complex issue. The study aims to develop and empirically examine the interrelationships between Perceived Value (FV, PDV, EV & SV), E-satisfaction, and E-loyalty in Sino-Thai cross border e-commerce based on China’s customers. Meanwhile, it at-tempts to manifest the mediation impacts on the associations between Perceived Value (FV, PDV, EV & SV) and E-loyalty through E-satisfaction. The questionnaire lasted over 3 months in 2019 for data collection and was conducted with 381respondents who had shopping experi-ence in the platforms of Sino-Thai Cross-border E-commerce, by using self-administrated questionnaires. Confirmed factor analysis and structural equational model were performed in Amos 24 to test the hypotheses and analyze the collected data. The empirical findings eluci-date that perceived functional value, procedural value, and social value except for emotional value, significantly and positively impact on e-loyalty through e-satisfaction. Moreover, the findings stress that the full mediating effect of e-satisfaction on the relationships between FV, PDV, SV, and E-loyalty as well. In light of this, the findings of this study make an effort on the development of the model based on those 3 constructs in Cross-border E-commerce and offer strategic insights for the entrepreneurs and governments in this field.

This paper analyses the role of online satisfaction (e-satisfaction) as a mediator in the relationship between website brand equity, online brand experience (e-brand experience) and online loyalty (e-loyalty) in the context of shopping online in Vietnam. The data for this study were gathered through mail questionnaires which were distributed to target participants who reported their consumption experience with shopping online through website. The survey was conducted at three big cities of Vietnam with the sample size at 928. We used structural equation model (SEM) to evaluate the suitability of the theoretical model under analysis with respect to the empirical data, and examined the significance of the hypotheses. The results showed that the estimations of the standardized regression coefficients in which e-brand experience has the largest impact on e-satisfaction and brand awareness has the biggest effect on e-loyalty. Otherwise, e-satisfaction plays a key role in mediating between website brand equity, e-brand experience and e-loyalty.

The purpose of this study is to analyze the relationship between e-CRM (Electronic Customer Relationship Management) variables on e-Loyalty of online shop customers, e-WOM (electronic word-of-mouth) on e-Loyalty of online shop customers, and e-service quality on e-Loyalty of online shop customers. This study uses a quantitative approach. The population consists of all online shop consumers, and the sample of this study is 765 online shop consumers. The sampling technique used is simple random sampling. The research instrument is a questionnaire with a 7-point Likert scale. The research variables include e-CRM (Electronic Customer Relationship Management), e-WOM (electronic word-of-mouth), e-service quality, and e-Loyalty. Data were analyzed using Partial Least Square – Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The analysis consists of two stages: Outer Model (Measurement Model): Testing convergent validity, discriminant validity, and reliability. Inner Model (Structural Model): Testing path coefficients, R² values, and direct effects or hypothesis testing. The results of this study are E-CRM (Electronic Customer Relationship Management) has a positive relationship on e-Loyalty of online shop Customers, e-WOM (electronic word-of-mouth) has a positive relationship on e-Loyalty of online shop Customers, E-service quality has a positive relationship on e-Loyalty of online shop Customers. Optimal implementation of E-CRM, e-WOM and E-service quality through applications or websites can improve the overall user experience, which will ultimately encourage e-loyalty.

The aim of this research is to analyze the effects of e-Marketing, e-CRM and e-Marketing on e-Loyalty and company performance. The study is quantitative with a questionnaire approach. Data processing tools use the SmartPLS 3.3.3 software. The primary data collection method was by distributing online questionnaires through online surveys to 286 managers of non-e-commerce companies during covid pandemic and digital era. The regression test results show the e-Marketing has a significant effect on Company Performance, e-CRM has significant effect on Company Performance, e-Marketing has no significant effect on e-Loyalty, e-CRM has no significant effect on e-Loyalty), e-Loyalty has no significant effect on Company Performance, e-CRM has no significant effect on business sustainability through e-Loyalty. Finally, e-Marketing has no significant effect on Company Performance through e-Loyalty. That means e-marketing and e-CRM have a relationship and influence on e-loyalty both individually and simultaneously.

The aim of the present study is to examine the influence of website quality on consumer’s e-loyalty, noting the mediating role of e-trust, e-satisfaction, and perceived enjoyment. Besides, this study examines the consequence of consumer’s e-loyalty. Survey data collected from 594 respondents aged at least 16 years and performed some online shopping through websites in Vietnam. Based on the theoretical framework, PLS-SEM using SmartPLS 3.0 software was deployed to discover links between the constructs. The results showed a positive effect of website quality on e-loyalty, which was mediated partially through consumer e-trust and e-satisfaction. Moreover, e-loyalty had a positive association with electronic word of mouth (eWOM) as well. The main findings of this research provide some empirical implications for Internet marketers and online retailers in Vietnam. E-vendors should understand the customers’ expectations and e-loyalty regarding online shopping to attract new customers as well as to retain their existing customers.

The purpose of this paper is to examine effects of hedonic and utilitarian aspects of consumer behaviour toward e-loyalty and how e-satisfaction plays a mediating role between them. A survey method was adopted to test the research model. The primary data for the survey was collected during January 2021, using the convenience sampling approach, from business school students. The structural equation modelling method was used to analyse the data with AMOS 22.0 software. The measurement model was estimated through a confirmatory factor analysis before testing the structural model framework and hypotheses (response rate 94.3%, n=264). The results showed that hedonic and utilitarian shopping values have great influence in shaping e-satisfaction. The study also highlights the importance of mediating the role of e-satisfaction between shopping values and e-loyalty. This research highlights why and how ‘satisfaction with website’ matters in the contribution of shopping values to behavioural outcomes by presenting its mediating role. The study offers implications and suggestions to e-retailers by specifying characteristics that should be given more consideration in order to increase online consumer e-satisfaction and e-loyalty. It also contributes to the present body of knowledge on shopping and buying behaviour in the online context, especially for those who have theoretical and managerial interests on the subject in emerging economies like Jordan. The novelty of the paper comes from the fact that it cumulatively captures the factors influencing online consumers’ loyalty in the Jordanian context, apart from validating the mediating role of e-satisfaction.

This study aims to determine the effect of e-service quality on customer e-satisfaction, the effect of e-trust on customer e-satisfaction, the effect of e-service quality on customer e-loyalty, the effect of e-trust on customer e-loyalty and finally, the effect of e-satisfaction on online shop customer e-loyalty. The type of research used in this research is correlational research with a quantitative approach and testing the research hypothesis was carried out by using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The sample or respondent used in this study is 432 consumers of online shops in Banten, Indonesia. The results show that E-Service Quality had positive but not significant effect on E-Satisfaction, E-Trust had a positive but not significant effect to E-Satisfaction, E-Service Quality had a positive but not significant effect towards E-Loyalty, E-Trust had a negative but not significant effect to E-Satisfaction and finally E-Satisfaction had a positive but not significant effect on E-Loyalty.

This research aims to analyze the effect of Online Brand Community (OBC) on E-loyalty in the Indonesian e-commerce industry. This research was conducted by quantitative approach with the dependent variable of this research being e-loyalty (Y), and online brand community (X) as independent variable. The object includes all followers of Tokopedia, Bukalapak and OLX official Instagram accounts. The research uses a simple random sampling method and probability sampling techniques to 200 account users. Data analysis technique is implemented by using Structural Equation Modeling (SEM) with IBM SPSS AMOS version 22.0. The findings indicate the significant effect of online brand community on e-loyalty. The results theoretically imply the need for community engagement in online marketing as one of the online brand community’s dimensions which can give the contribution of e-loyalty building.