Effect of Website Characteristics on Consumer Loyalty: A Multilevel Analysis

Author

Sunil MITHAS, University of Michigan
Narayan RAMASUBBU, Singapore Management UniversityFollow
M. S. Krishnan, University of Michigan
Fornell Claes, University of Michigan

Publication Type

Conference Proceeding Article

Publication Date

2003

Abstract

This paper uses a hierarchical linear modeling approach to examine factors that affect Website effectiveness from a customer viewpoint. Use of hierarchical linear modeling allows analysis of multilevel and cross-level interactions that have not been explicitly considered in previous research. Our preliminary analysis of online Web survey data suggests that the relative importance of different Website features may vary depending on the domain in which Websites are nested.

Keywords

Website effectiveness, customer relationships, customer satisfaction, online surveys, business value of IT, e-commerce, hierarchical linear modeling (HLM)

Discipline

Artificial Intelligence and Robotics | Databases and Information Systems

Publication

Proceedings of the International Conference on Information Systems (ICIS)

First Page

928

Last Page

932

City or Country

Seattle, WA

Citation

MITHAS, Sunil; RAMASUBBU, Narayan; Krishnan, M. S.; and Claes, Fornell. Effect of Website Characteristics on Consumer Loyalty: A Multilevel Analysis. (2003). Proceedings of the International Conference on Information Systems (ICIS). 928-932.
Available at: https://ink.library.smu.edu.sg/sis_research/1186

Additional URL

http://aisel.aisnet.org/icis2003/88