Transfer Effect of Trust, Satisfaction and Loyalty Link: Building Loyalty Relationships through an E-Contact Center

With the recent advancements in information and communications technology, e-contact centers have taken on a new role in the retail world. They have become an essential gateway to retailers’ relationship with their customers. The use of consumer-trusted advanced communication technologies in e-contact centers has been found to play an important role in the creation of customer loyalty. The purpose of this study was to investigate the effect of consumer trust in information and communication technology on the trust, satisfaction, and loyalty that customers develop with e-contact centers and to provide an integrated model to assess the effect of a trust-satisfaction-loyalty link to e-contact centers on the formation process of their loyalty to retailers. The results suggest that trust in communication technology plays an important role in the formation process of customer trust, satisfaction and loyalty within e-contact centers, and that customer trust, satisfaction, and loyalty to e-contact centers are linked to their loyalty to retailers.

Name thesis:degree_name

Master of Science

Level thesis:degree_level

Masters

Discipline thesis:degree_discipline

Global Retailing

Grantor

University of Houston

Year dc:date.issued

2015

Author dc:creator

• Elestwani, Sami F.

Advisor dc:contributor.advisor

• Park, Jungkun

Committee members dc:contributor.committeemember

• Ezell, Shirley
• Stewart, Barbara L.

• Trust
• Satisfaction
• Loyalty
• E-contact center
• Information and communication technology (ICT)

Statement dc:rights

• The author of this work is the copyright owner. UH Libraries and the Texas Digital Library have their permission to store and provide access to this work. Further transmission, reproduction, or presentation of this work is prohibited except with permission of the author(s).

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/10657/2979

OAI identifier oai:identifier

oai:uh-ir.tdl.org:10657/2979