The relationship between organizational reputation and electronic loyalty with the mediation of satisfaction and customer experience management of electronic shopping in online sporting goods stores

Document Type : Research Paper

Authors

1 azad uni

2 azad university

Abstract

This research was conducted with the aim of investigating the causal relationship of organizational reputation on e-loyalty with the mediating role of satisfaction and customer experience management of Sports equipment online stores. The information considered from 492 people and through data collection tools including organizational reputation questionnaire from Loma-Aho questionnaire (2008) and electronic satisfaction questionnaire based on Lee and Turin model (2001) and customer experience management questionnaire from electronic shopping as a researcher made and the electronic loyalty questionnaire was extracted by Durmus et al. (2013). The results of the research using the structural equation modeling method showed that all research hypotheses are confirmed and there are significant relationships between organizational reputation and electronic loyalty with the mediating role of electronic satisfaction and customer experience management of electronic shopping. Organizational reputation, e-satisfaction and customer experience management of e-shopping are all effective in making customers loyal And the positive relationship between them can be a guide to attract and attract customer loyalty.

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History

  • Receive Date: 04 December 2022
  • Revise Date: 13 January 2023
  • Accept Date: 28 October 2023

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