Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid

UNSPECIFIED (2006) Portal satisfaction: a strategy for customer retention in the electronic era / Chuah Kee Yong, T. Ramayah and Nabsiah Abdul Wahid. Journal of International Business, Economics and Entrepreneurship (JIBE), 12 (1). pp. 1-31. ISSN 0128-7494

Abstract

The effects of e-Commerce on globalization of economic activities have created opportunity as well as threat to the growth of Small and Medium Enterprises (SMEs). There is a need to develop a better understanding of how subscribers of trade portal evaluate e-services, satisfaction and develop e-loyalty. This research investigated the relationship between core service, supporting services, user interface, perceived value and subscriber satisfaction and loyalty. Data was collected by means of a questionnaire survey distributed to SMEs in Malaysia. The results revealed that user interface and perceived value were the most important drivers of subscriber satisfaction with supporting services a significant but less important driver. A direct link between subscriber satisfaction and loyalty was established. No significant direct effects were found of satisfaction with core service. A positive effect of satisfaction on loyalty of subscriber to continue using the portal was found. A major conclusion was that both perceived value and e-services dimensions should be incorporated into subscriber satisfaction models to provide a more complete picture of the drivers of satisfaction.

Metadata

Item Type: Article
Divisions: Universiti Teknologi MARA, Shah Alam > Faculty of Business and Management
Journal or Publication Title: Journal of International Business, Economics and Entrepreneurship (JIBE)
Journal: UiTM Journal > Journal of International Business, Economics and Entrepreneurship
ISSN: 0128-7494
Volume: 12
Number: 1
Page Range: pp. 1-31
Official URL: https://jibe.uitm.edu.my/
Item ID: 16755
Uncontrolled Keywords: Portal satisfaction; Customer retention; Electronic era
URI: http://ir.uitm.edu.my/id/eprint/16755

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