The issue of assessing customef perceptions of e-service quality performance and its impact on e-loyalty, has emerged as an area of strategic importance fore-marketers and Website managers. This article proposes a conceptual framework of the key determinants, a manager must consider to develop e-loya/ty in business-to-consumer e-commerce. It is argued that the quality of a Website can contribute to strengthening loyalty outcomes that ultimately en!tance consumer relationships. Furthermore, it is proposed that lnternet expertise of the user, moderates the impact on the system of relationships. Resultant research propositions are explored, with managerial implications and future research areas are discussed.
Building Customer Loyalty: Perspectives and Applications p. 161-172