Unraveling the Link between Website Quality and Customer Trust, Satisfaction, and Loyalty: A Meta-analysis
الموضوعات :
Fatemeh Sadat Enjavi Hosseini
1
,
Ghasem Bakhshandeh
2
,
Maryam Darvishi
3
1 - PhD Student, Department of Management, Ahvaz Branch, Islamic Azad University, Ahvaz, Iran
2 - Department of management, Ahvaz Branch, Islamic Azad University, Ahvaz, Iran.
3 - Department of Business Management, Omidiyeh Branch, Islamic Azad University, Omidiyeh, Iran.
الکلمات المفتاحية: Website Quality, Trust, Satisfaction, Loyalty, Meta-analysis,
ملخص المقالة :
With the aim of comprehensively investigating the most important consequences of website quality in e-commerce, this research has collected and analyzed data about the relationship between website quality and customer trust, satisfaction, and loyalty. In this regard, various studies were collected and coded. After that, the eligible studies to enter the meta-analysis based on the determined criteria were identified to be 49, 68, and 29 studies for the relationship between website quality and trust, satisfaction, and loyalty, respectively. The findings of data analysis using CMA2 software showed that website quality has the strongest relationship with satisfaction with an effect size of 0.591 and the weakest relationship with loyalty with an effect size of 0.516. The effect size of trust was also positive and equal to 0.555. In addition, the findings from the analysis of moderator variables also showed that an increase in the year of publication led to a decrease in the effect size of website quality-trust studies but an increase in the effect size of website quality-satisfaction and website quality-loyalty studies. Additionally, with an increase in the sample size, the effect sizes of website quality-trust studies increased, but the effect sizes of website quality-satisfaction and website quality-loyalty decreased.
Agag, G., Shehawy, Y. M. Almoraish, A., Eid, R., Chaib Lababdi, H., Gherissi Labben, T., Abdo, S. S. (2024). Understanding the relationship between marketing analytics, customer agility, and customer satisfaction: A longitudinal perspective. Journal of Retailing and Consumer Services, 77, 103663. https://doi.org/10.1016/j.jretconser.2023.103663
Ahmad, A., Rahman, O., & Khan, M. N. (2017). Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty. Journal of Research in Interactive Marketing, 11(3), 246-267. https://doi.org/10.1108/JRIM-04-2017-0022
Albayrak, T., Karasakal, S., Kocabulut, Ö., & Dursun, A. (2020). Customer Loyalty Towards Travel Agency Websites: The Role of Trust and Hedonic Value. Journal of Quality Assurance in Hospitality & Tourism, 21(1), 50-77. https://doi.org/10.1080/1528008X.2019.1619497
Bagas Wicaksono, I., Zainal, A., & Kuleh, J. (2022). The Effect of Electronic Word of Mouth Communication and Website Quality on Purchase Decisions through Trust as a Mediation Variable at Ruparupa.Com in Samarinda. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) 5, (2), 12776-12785. https://bircu-journal.com/index.php/birci/article/view/5119/pdf
Bai, B., Law, R., Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27, 391–402. https://doi.org/10.1016/j.ijhm.2007.10.008
Baidoun, S. D., Salem, M. Z. (2023). The moderating role of perceived trust and perceived value on online shopping behavioral intention of Palestinian millennials during COVID-19. Competitiveness Review: An International Business Journal 2023 Vol. ahead-of-print Issue ahead-of-print. https://doi.org/10.1108/CR-10-2022-0161
Bakhshandeh, G. Abbaspour, J., Chitsaz, A. (2016). Meta-Analysis of the Influence of Transformational Leadership on Employees’ Psychological Empowerment in Iran. Transformation Management Journal, 15, 45-66. [In Persian] https://doi.org/10.22067/pmt.v8i15.43455
Bakhshandeh, G., Sharifi, S., Rezaei, S. M. (2023). Influence of personalisation and hedonic motivation on repurchase intention: the mediating role of customer experience and loyalty. International Journal of Services, Economics and Management, 14(1), 42-57. https://doi.org/10.1504/IJSEM.2023.129595
Bartol, J., Vehovar, V., Bosnjak, M., & Petrovčič, A. (2023). Privacy concerns and self-efficacy in e-commerce: Testing an extended APCO model in a prototypical EU country. Electronic Commerce Research and Applications, 60, 101289. https://doi.org/10.1016/j.elerap.2023.101289
Dogra, N., Adil, M., Sadiq, M., Dash, G., & Paul, J. (2023). Unraveling customer repurchase intention in OFDL context: An investigation using a hybrid technique of SEM and fsQCA. Journal of Retailing and Consumer Services, 72, 103281. https://doi.org/10.1016/j.jretconser.2023.103281
Eghbali, M., Saeedi, H., & Saeednia, H. R. (2021). Designing a Customer Experience Management Model in the Field of Car Relief Services (The Mixed Methods Research). Journal of System Management, 7(3), 241-262. https://doi.org/10.30495/jsm.2021.1943010.1545
Falahatgar, S., Rezvani Chamanzamin, M., & Taleghani, M. (2021). The Effect of Competitive Advantage Strategies on Customer Loyalty: Mediated role of Brand Identification and Brand Awareness (Case study: Parsian Insurance customers). Journal of System Management, 7(4), 229-252. https://doi.org/10.30495/jsm.2021.1943132.1550
Fitriana, R. (2022). Quality Analysis of Vaberaya.Banyumaskab.Go.Id Website on User Satisfaction on Vaccination Activities in Banyumas District Using Delone and Mclean Success Model. International Journal of Informatics and Information Systems, 5(1), 16-24. https://doi.org/10.47738/ijiis.v5i1.121
Garcia-Madariaga, J., Recuero Virto, N., Blasco López, M. F., & Aldas Manzano, J. (2018). Optimizing website quality: the case of two superstar museum websites. International Journal of Culture, Tourism and Hospitality Research, 13(1), 16-36. https://doi.org/10.1108/IJCTHR-06-2018-0074
Gholamian, M., Hakimpour, H., Kafashpour, A., & Mahmoudzadeh, M. (2021). Barriers to the Implementation and Use of Internet Banking in the Keshavarzi Bank. Journal of System Management, 7(4), 49-67. https://doi.org/10.30495/jsm.2021.1942650.1539
Giao, H., Nhat Vuong, B., & Quan, T. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Supply Chain Management, 8, 351-370. https://doi.org/10.5267/j.uscm.2019.11.004
Griva, A. (2022). “I can get no e-satisfaction”. What analytics say? Evidence using satisfaction data from e-commerce. Journal of Retailing and Consumer Services, 66, 102954. https://doi.org/10.1016/j.jretconser.2022.102954
Hansopaheluwakan, S. (2021). Analysis of e-service quality and website quality effect on e-customer loyalty through e-customer satisfaction (case study: Tokopedia). IOP Conference Series: Earth and Environmental Science, 794. https://doi.org/10.1088/1755-1315/794/1/012086
Hasanov, J., Khalid, H. (2015). The Impact of Website Quality on Online Purchase Intention of Organic Food in Malaysia: A WebQual Model Approach. Procedia Computer Science, 72, 382-389. https://doi.org/10.1016/j.procs.2015.12.153
Hsu, M.-H., Chang, C.-M., & Chuang, L.-W. (2015). Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan. International Journal of Information Management, 35(1), 45-56. https://doi.org/10.1016/j.ijinfomgt.2014.09.002
Hsu, C.L., Chen, M.C., Kikuchi, K., Ippei, M. (2016). Elucidating the determinants of purchase intention toward social shopping sites: A comparative study of Taiwan and Japan. Telematics and Informatics, 34(4), 326-338. http://dx.doi.org/10.1016/j.tele.2016.04.016
Ihsan, A., Li, S., Alexis, N. (2020). The Importance of Information, System and Service Quality of E-commerce Website on Customer Satisfaction and Loyalty in Bangladesh. European Journal Of Business And Management, 12, 14. https://doi.org/10.7176/EJBM/12-14-11
Karami, M., Rastgar, A. A., Azar, A., Feiz, D., & Esfidani, M. R. (2020). Identifying the Factors Affecting the Selection of B2B Online Maeket Entry Strategies Using Soft System Methodology (Case Study: IT Industry knowledge-based Companies). Journal of System Management, 6(2), 55-80. https://doi.org/10.30495/jsm.2020.677236
Katebi, A., Saheli, A. M., Aghaei, H., & Ahmadi, Q. (2024). Meta-Analysis of Communication and Organizational Performance: Moderating Effects of Research Subject, Country and Year of Publication. Journal of System Management, 10(1), 33-48. https://doi.org/10.30495/jsm.2023.1981650.1789
Khai, N. T. N., Xuan Van, N. T. (2018). The effects of website quality on customer satisfaction and loyalty to online travel agencies in Vietnam. Ho Chi Minh City Open University Journal of Science, 8(2), 115-131. https://doi.org/10.46223/HCMCOUJS. econ.en.8.2.166.2018
Kim, Y., Peterson, R. A. (2017). A Meta-analysis of Online Trust Relationships in E-commerce. Journal of Interactive Marketing, 38, 44-54. https://doi.org/10.1016/j.intmar.2017.01.001
Kousheshi, M. R., Aali, S., Bafandeh Zendeh, A. R., & Iranzadeh, S. (2020). The antecedents and consequences of online relationship quality in internet purchases. Journal of Islamic Marketing, 11(1), 161-178. https://doi.org/10.1108/JIMA-01-2019-0002
Kumar Roy, S., M. Lassar, W., & T. Butaney, G. (2014). The mediating impact of stickiness and loyalty on word-of-mouth promotion of retail websites. European Journal of Marketing, 48(9/10), 1828-1849. https://doi.org/10.1108/EJM-04-2013-0193
Leong, L. Y., Hew, T. S., Ooi, K.B., Dwivedi, Y. K. (2020). Predicting trust in online advertising with an SEM-artificial neural network approach. Expert Systems With Applications, 162, 113849. https://doi.org/10.1016/j.eswa.2020.113849
Liu, M., Xu, J., Li, S., & Wei, M. (2023). Engaging customers with online restaurant community through mutual disclosure amid the COVID-19 pandemic: The roles of customer trust and swift guanxi. Journal of Hospitality and Tourism Management, 56, 124-134. https://doi.org/10.1016/j.jhtm.2023.06.019
Longstreet, P., Brooks, S., Featherman, M., & Loiacono, E. (2022). Evaluating website quality: which decision criteria do consumers use to evaluate website quality? Information Technology & People, 35(4), 1271-1297. https://doi.org/10.1108/ITP-05-2020-0328
López-Miguens, M. J., & Vázquez, E. G. (2017). An integral model of e-loyalty from the consumer's perspective. Computers in Human Behavior, 72, 397-411. https://doi.org/10.1016/j.chb.2017.02.003
Martini, Setiawan, D., Adhariani, D., Harymawan, I., Widodo, M. (2023). E-commerce and micro and small industries performance: The role of firm size as a moderator. Journal of Open Innovation: Technology, Market, and Complexity, 9 (3),100142. https://doi.org/10.1016/j.joitmc.2023.100142
Mayayise, T. O. (2023). Investigating factors influencing trust in C2C e-commerce environments: A systematic literature review. Data and Information Management, 14, 100056. https://doi.org/10.1016/j.dim.2023.100056
Morgeson, F. V., Hult, G. T. M., Sharma, U., & Fornell, C. (2023). The American Customer Satisfaction Index (ACSI): A sample dataset and description. Data in Brief, 48, 109123. https://doi.org/10.1016/j.dib.2023.109123
Nanda. P., Patnaik, S. (2023). A multi-agent coalition-based approach for order fulfilment in e-commerce. Decision Analytics Journal, 7, 100227. https://doi.org/10.1016/j.dajour.2023.100227
Oliveira, T., Alhinho, M., Rita, P., Dhillon, G. (2017). Modelling and testing consumer trust dimensions in e-commerce. Computers in Human Behavior, 71, 153-164. https://doi.org/10.1016/j.chb.2017.01.050
Ongsakul, V., Ali, F., Wu, C., Duan, Y., Cobanoglu, C., & Ryu, K. (2021). Hotel website quality, performance, telepresence and behavioral intentions. Tourism Review, 76(3), 681-700. https://doi.org/10.1108/TR-02-2019-0039
Park, J., Gunn, F., & Han, S.-L. (2012). Multidimensional trust building in e-retailing: Cross-cultural differences in trust formation and implications for perceived risk. Journal of Retailing and Consumer Services, 19(3), 304-312. https://doi.org/10.1016/j.jretconser.2012.03.003
Pileliene, L., Grigaliunaite, V. (2016). A MODEL OF WEBSITE QUALITY-BASED E-COMMERCE SATISFACTION INDEX. Scientific Annals of Economics and Business, 63 (1), 29-46. https://doi.org/10.1515/saeb-2016-0103
Priscillia, M., Budiono, H., Wiyanto, H., & Widjaya, H. (2021). The effects of website design quality and service quality on repurchase intention among shopee customers in Jakarta, with customer trust as a mediating variable. Paper presented at the Ninth International Conference on Entrepreneurship and Business Management (ICEBM 2020).
Putra, N., Idris (2020). The Effect of Service Quality, Website Quality, Price, and Brand Image on Consumer Satisfaction Impact on Consumer Loyalty in OLX Online Stores. Advances in Economics, Business and Management Research, 124, 774-781. https://doi.org/10.2991/aebmr.k.200305.144
Qalati, S. A.,Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business & Management, 8 (1), 1869363. https://doi.org/10.1080/23311975.2020.1869363
Rahman, M. F., & Hossain, M. S. (2023). The impact of website quality on online compulsive buying behavior: evidence from online shopping organizations. South Asian Journal of Marketing, 4(1), 1-16. https://doi.org/10.1108/SAJM-03-2021-0038
Sembiring, R.F., Ginting, V.S. (2023). The Impact of Website Quality on Customer Satisfaction at Grand Grafika Medan. Jurnal Kolaboratif Sains, 6(7), 849-855. https://doi.org/10.56338/jks.v6i7.3939
Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce Websites on user satisfaction. The Electronic Library, 33(3), 468-485. https://doi.org/10.1108/EL-10-2013-0193
Shim, M., Jo, H. S. (2020). What quality factors matter in enhancing the perceived benefits of online health information sites? Application of the updated DeLone and McLean Information Systems Success Model. International Journal of Medical Informatics, 137, 104093. https://doi.org/10.1016/j.ijmedinf.2020.104093
Sun, Z., Zhao, H., & Wang, Z. (2022). How does group-buying website quality for social commerce affect repurchase intention? Evidence from Chinese online users. Asia Pacific Journal of Marketing and Logistics, 34(10), 2109-2129. https://doi.org/10.1108/APJML-04-2021-0231
Sustacha, I., Banos-Pino, J. F., Del Valle, E. (2023). The role of technology in enhancing the tourism experience in smart destinations: A meta-analysis. Journal of Destination Marketing & Management, 30, 100817. https://doi.org/10.1016/j.jdmm.2023.100817
Tsao, W. C., Hsieh, M. T., Lin, T. M. Y. (2016). Intensifying online loyalty! The power of website quality and the perceived value of consumer/seller relationship. Industrial Management & Data Systems, 116 (9), 1987-2010. https://doi.org/10.1108/IMDS-07-2015-0293
Wilson, N. (2020). Trust Vs Satisfaction: Which One is More Important in Mediating the Impact of Website Quality Towards Customer Loyalty in The Indonesian E-Commerce Industry? Proceedings of the International Conference on Management, Accounting, and Economy (ICMAE 2020).
Yadav, R., & Mahara, T. (2017). An Empirical Study of Consumers Intention to Purchase Wooden Handicraft Items Online: Using Extended Technology Acceptance Model. Global Business Review, 20(2), 479-497. https://doi.org/10.1177/0972150917713899
Yoo, S., Lee, D.-J., & Atamja, L. (2023). Influence of Online Information Quality and Website Design on User Shopping Loyalty in the Context of E-Commerce Shopping Malls in Korea. Sustainability, 15(4), 3560. https://doi.org/10.3390/su15043560
Yoon, H. S., Occeña, L. G. (2015). Influencing factors of trust in consumer-to-consumer electronic commerce with gender and age. International Journal of Information Management, 35(3), 352-363. https://doi.org/10.1016/j.ijinfomgt.2015.02.003
Zhang, N., Cui, H., Li, H., Yang, Y., Gao, Z., Zeng, X., Sun, X., Bu, H.,Wang, H. (2023). Effects of Tai chi in knee osteoarthritis patients: An overview of systematic reviews and meta-analyses. Complementary Therapies in Medicine, 77, 102978. https://doi.org/10.1016/j.ctim.2023.102978
