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  • ISBN-13: 9783659717390
  • Publisher: LAP Lambert Academic Publishing
  • Release Date: May 27, 2015
  • Pages: 324 pages
  • Dimensions: 0.73 x 9.02 x 5.98 inches


This study revealed that e-security, e-service quality, perceived e-value, e-satisfaction, e-trust, and e-commitment directly and indirectly influence e-loyalty. In a developing country from 14 hypotheses there were 11 hypotheses were supported (three of them were not supported). Meanwhile in a developed country there were 10 hypotheses that were supported and four of them were not supported. This study also found that e-security was a distinct independent factor that significantly influenced e-service quality in both developing and developed countries. Apart from the 14 proposed hypotheses, the model revealed a significant relationship between e-security and perceived e-value in Indonesia as a developing country. However, there was no evidence of a significant relationship between these factors in a developed country (Australia). A multi-group analysis of the e-loyalty model indicated that the interrelationship between the constructs influencing e-loyalty differed between developing and developed countries. This finding supported a research hypothesis and identified the differences in online customer behavior between customers in developing and developed country.

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