The Role of Technology in E-Satisfactions and E-Loyalty Case Study: Online Bookstores in Indonesia

Posted: 12 Dec 2012

See all articles by Noor Dwijayanto

Noor Dwijayanto

University of Indonesia - Department of Management

Karto Adiwijaya

DEPARTEMEN MANAJEMEN FAKULTAS EKONOMI UNIVERSITAS INDONESIA

Date Written: December 11, 2012

Abstract

This study discusses the influence of technology acceptance factors, website service quality, and specific holdup cost, towards Indonesian online bookstores’ customers e-satisfaction and e-loyalty. Data processed by using Structural Equation Modeling (SEM) in LISREL 8.51 program and SPSS 17. The results of this study indicate that the technology acceptance factors will positively affect e-satisfaction directly, but cannot positively affect e-loyalty directly; website service quality positively affect e-satisfaction and e-loyalty directly; while the specific holdup cost positively affect e-loyalty directly, but cannot positively affect e-satisfaction directly.

Keywords: technology acceptance factors, website service quality, specific holdup cost, e-satisfaction, e-loyalty, online bookstore

JEL Classification: M31, M30

Suggested Citation

Dwijayanto, Noor and Adiwijaya, Karto, The Role of Technology in E-Satisfactions and E-Loyalty Case Study: Online Bookstores in Indonesia (December 11, 2012). Available at SSRN: https://ssrn.com/abstract=2187703 or http://dx.doi.org/10.2139/ssrn.2187703

Noor Dwijayanto (Contact Author)

University of Indonesia - Department of Management ( email )

Kampus Baru
Depok, West Java 16424
Indonesia

Karto Adiwijaya

DEPARTEMEN MANAJEMEN FAKULTAS EKONOMI UNIVERSITAS INDONESIA ( email )

Kampus Baru
Depok, West Java 16424
Indonesia
+62-87870783433 (Phone)
+62-21-89108623 (Fax)

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