International Journal of Academic Research in Business and Social Sciences

search-icon

Effects of Website Appearance, Security and Electronic Word-of-Mouth (EWOM) on Online Customer Loyalty: Trust as Mediating Factor

Open access

Adrian Amatus, Imelda Albert Gisip

Pages 788-809 Received: 01 Oct, 2022 Revised: 02 Nov, 2022 Published Online: 03 Dec, 2022

http://dx.doi.org/10.46886/IJARBSS/v12-i12/10429
Improvements in customer retention rates may result in increases in profits, making customer retention a crucial factor in determining a company's long-term development and profitability. With the increased competition in the business environment, together with evolving, more erratic and less loyal consumers, it is becoming more difficult and even unprofitable for online retailers to acquire new consumers on a consistent basis. More than half of all new customers depart a shop within the first 90 days of purchasing, making it more challenging than ever for businesses to maintain a loyal client base in the face of today's consumers' ability to easily compare goods and move between retailers with a simple click. Thus, this paper critically seeks to examine the effects of website appearance, security and electronic word-of-mouth (EWOM) on online customer loyalty in the Malaysian context by applying the Stimuli-Organism-Response (SOR) model. In addition, trust as a mediator to the relationship between the three components and online customer loyalty will also be investigated. This paper is mainly based on secondary sources of information, through references and review of articles in selected journals on website appearance, security, online trust and online customer loyalty. This paper also highlights past studies on the relationship between the three variables of website appearance, security and electronic word-of-mouth (EWOM), and their effects on online customer loyalty. The reviews also address the related gaps from previous studies. The work of the researcher is a genuine reference to published works of literature and it is hoped that this study will be able to contribute to the development of knowledge by adapting and testing the effects of website appearance, security and electronic word-of-mouth (EWOM) on online customer loyalty in the Malaysian setting and subsequently provide Malaysian online retailers further understandings of consumer behaviour as well as identify proper business strategies to strengthen trust in order to enhance online customer loyalty.
Agag, I. E. G. (2016). E-retailing Ethics and its Impact on Customer Satisfaction and Repurchase Intention A Cultural and Commitment-Trust Theory Perspective. Internet Research, 26(1), 288-310.
Ai, J., Gursoy, D., Liu, Y., & Lv, X. (2022). Effects of offering incentives for reviews on trust: Role of review quality and incentive source. International Journal of Hospitality Management, 100, 103101.
Akbari, M., Foroudi, P., Fashami, R. Z., Mahavarpour, N., & Khodayari, M. (2022). Let us talk about something: The evolution of e-WOM from the past to the future. Journal of Business Research, 149, 663-689.
Al-Adwan, A.S., Kokash, H., Adwan, A. A., Alhorani, A., & Yaseen, H. (2020). Building Customer Loyalty in Online Shopping: The Role of Online Trust, Online Satisfaction and Electronic Word of Mouth. International Journal of Electronic Marketing and Retailing, 11(3), 278-306.
Al Bakri, A. (2013). An overview of information and communication technology (ICT) in Jordan: review the literature of usage, benefits and barriers.
Anderson, R. E., & Srivinasan, S. S. (2003). E-satisfaction and E-loyalty. A Contingency Framework. Psychology and Marketing, 20(2), 123-138.
Anic, I. D., Skare, V., & Milakovic, I. K. (2019). The determinants and effects of online privacy concerns in the context of e-commerce. Electronic Commerce Research and Applications, 36, 100868.
Attrill, A. (2015). The Manipulation of Online Self-Presentation: Credit, Edit, Re-edit and Present. Springer.
Avlonitis, G. J., & Indounas, K. A. (2006). Pricing Practices of Service Organizations. Journal of Services Marketing.
Awan, A. G., & Rehman, A. U. (2014). Impact of customer satisfaction on brand loyalty: An empirical analysis of home appliances in Pakistan. British Journal of Marketing Studies, 2(8), 18-32.
Barrera, R. B., & Carrion, G. C. (2014). Simultaneous Measurement of Quality in Different Online Services. The Services Industries Journal, 34(2), 123-144.
Bauboniene, Z., & Guleviciute, G. (2015). E-commerce factors influencing consumers ‘online shopping decision. Social Technologies, 5(1), 62-73.
Belwal, R., Al Shibli, R., & Belwal, S. (2020). Consumer protection and electronic commerce in the Sultanate of Oman. Journal of Information, Communication and Ethics in Society, 19(1), 38-60.
Bergstrom, A. (2015). Online privacy concerns: A broad approach to understanding the concerns of different groups for different uses. Computers in Human Behavior, 53, 419-426.
Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-service quality: A meta-analytic review. Journal of retailing, 91(4), 679-700.
Cachero-Martínez, S., & Vázquez-Casielles, R. (2021). Building consumer loyalty through e-shopping experiences: the mediating role of emotions. Journal of Retailing and Consumer Services, 60, 102481.
Cakim, I. M. (2009). Implementing word of mouth marketing: online strategies to identify influencers, craft stories, and draw customers. John Wiley & Sons.
Chang, H. H., & Chen, S. W. (2009). Consumer Perception of Interface Quality, Security, and Loyalty in Electronic Commerce. Information & Management, 46(7), 411-417).
Chen, J., & Dibb, S. ( 2010). Consumer Trust in the Online Retail Context: Exploring the Antecedents and Consequences. Psychology and Marketing, 27(4), 323-346
Cheung, C. M., & Lee, M. K. (2008). Online Consumer Reviews: Does Negative Electronic Word-of-mouth Hurt More? AMCIS 2008 Proceedings, 143.
Chaudhuri, A., & Holbrook, M. B. (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of marketing, 65(2), 81-93.
Coulter, K. S., & Coulter, R. A. (2002). Determinants of trust in a service provider: the moderating role of length of relationship. Journal of services marketing.
Cristobal, E., Flavian, C., & Guinaloi, M. (2007). Perceived E-service Quality (PeSQ). Managing Service Quality: An Intrenational Journal.
Cyr, D. (2011). Website Design and Trust Across Cultures. In Global Usability (pp. 39-55). Springer, London.
Cyr, D., Hassanein, K., Head, M., & Ivanov, A. (2007). The Role of Social Presence in Establishing Loyalty in E-service Environments. Interacting with Computers, 19(1), 43-56.
Demangeot, C., & Broderick, A. J. (2006). Exploring the experiential intensity of online shopping environments. Qualitative Market Research: An International Journal.
Dichter, E. (1966). How Word-of-mouth Advertising Works. Harvard Business Review, 44, 147- 166.
Doong, H. S., Wang, H. C., & Foxall, G. R. (2011). An Investigation of Consumers’ Webstore Shopping: A View of Click-and-mortar Company. International Journal of Information Management, 31(3), 210-216.
Eid, M. I. (2011). Determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. Journal of electronic commerce research, 12(1), 78.
Eroglu, S. A., & Machleit, K. A. (1990). An Empirical Study of Retail Crowding: Antecedents and Consequences. Journal of Retailing, 66(2), 201.
Eroglu, S. A., Machleit, K. A., & Davis, L. M. (2001). Atmospheric Qualities of Online Retailing: A Conceptual Model and Implications. Journal of Business Research, 54(2), 177-184.
Faraoni, M., Rialti, R., Zollo, L., & Pellicelli, A. C. (2019). Exploring E-loyalty Antecedents in B2C E-commerce. British Food Journal.
Fiore, A. M., Jin, H. J., & Kim, J. (2005). For fun and profit: Hedonic value from image interactivity and responses toward an online store. Psychology & Marketing, 22(8), 669-694.
Flanagin, A. J., Metzger, M. J., Pure, R., Markov, A., & Hartsell, E. (2014). Mitigating Risk in Ecommerce Transactions: Perceptions of Information Credibility and the Role of User- generated Ratings in Product Quality and Purchase Intention. Electronic Commerce Research, 14(1), 1-23.
Gefen, D. (2002). Customer loyalty in e-commerce. Journal of the association for information systems, 3(1), 2.
Grewal, D., Roggeveen, A. L., & Nordfalt, J. (2017). The Future of Retailing. Journal of Retailing, 93(1), 1-6.
Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). eWOM: The Impact of Customer-to-customer Online Know-how Exchange on Customer Value and Loyalty. Journal of Business Research, 59(4), 449-456.
Hajli, M., Hajli, M., & Khani, F. (2013, April). Establishing trust in social commerce through social word of mouth. In 7th International Conference on e-Commerce in Developing Countries: with focus on e-Security (pp. 1-22). IEEE.
Hellier, P. K., Geursen, G. M., Carr, R. A., & Rickard, J. A. (2003). Customer repurchase intention: A general structural equation model. European journal of marketing.
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic Word-of-mouth via Consumer-opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet? Journal of Interactive Marketing, 18(1), 38-52.
Hidayat, A., Saifullah, M., & Ishak, A (2016). Determinants of Satisfaction, Trust and Loyalty of Indonesian E-commerce Customer. International Journal of Economics and Management, 10(1), 151-166.
Hussain, S., Huang, K., Ilyas, Z., & Niu, B. (2020). Exploring the novel input attributes affecting eWOM. Frontiers in psychology, 11, 2017.
Hussain, S. (2017). The Determinants of Loyalty in Online Commerce – An Exploratory Study in India. The Electronic Journal of Information Systems in Developing Countries, 81(1), 1-17.
Islam, J. U., Hollebeek, L. D., Rahman, Z., Khan, I., & Rasool, A. (2019). Customer engagement in the service context: An empirical investigation of the construct, its antecedents and consequences. Journal of Retailing and Consumer Services, 50, 277-285.
Jeon, M. M., & Jeong, M. (2017). Customers’ Perceived Website Service Quality and its Effects on E-loyalty. International Journal of Contemporary Hospitality Management.
Jiang, P., & Rosenbloom, B. (2005). Customer Intention to Return Online: Price Perception, Attribute-level Performance, and Satisfaction Unfolding Over Time. European Journal of Marketing.
Juttner, U., Schaffner, D., Windler, K., & Maklan, S. (2013). Customer Service Experiences. European Journal of Marketing.
Kaushik, A. K., Mohan, G., & Kumar, V. (2020). Examining the Antecedents and Consequences of Customers’ Trust Toward Mobile Retail Apps in India. Journal of Internet Commerce, 19(1), 1-31.
Kim, M. J., Lee, C. K., & Jung, T. (2020). Exploring Consumer Behaviour in Virtual Reality Tourism Using an Extended Stimulus-organism-response Model. Journal of Travel Research, 59(1), 69-89.
Kim, S., & Stoel, L. (2004). Apparel Retailers: Website Quality Dimensions and Satisfaction. Journal of Retailing and Consumer Services, 11(2), 109-117.
Kim, Y., & Peterson, R. A. (2017). A Meta-analysis of Online Trust Relationships in E-commerce. Journal of interactive marketing, 38, 44-54.
King, R. C., Schilhavy, R. A., Chowa, C., & Chin, W. W. (2016). Do Customers Identify With Our Website? The Effects of Website Identification on Repeat Purchase Intention. International Journal of Electronic Commerce, 20(3), 319-354.
Kotler, P. (1973). Atmospherics as a marketing tool. Journal of retailing, 49(4), 48-64.
Kotler, P., & Armstrong, G. (2013). Principles of Marketing (16th Global Edition).
Laato, Islam, A. N., Farooq, A., & Dhir, A. (2020). Unusual Purchasing Behaviour During the Early Stages of the COVID-19 Pandemic. The Stimulus-organism-response Approach. Journal of Retailing and Consumer Services, 57, 102224.
Lee, C. H., Eze, U. C., & Ndubisi, N. O. (2011). Analyzing Key Determinants of Online Repurchase Intentions. Asia Pacific Journal of Marketing and Logistics.
Li, L., Peng, M., Jiang, N., & Law, R. (2017). An Empirical Study on the Influence of Economy Hotel Website Quality on Online Booking Intentions. International Journal of Hospitality Management, 63, 1-10.
Liao, C., Palvia, P., & Lin, H. N. (2006). The Roles of Habit and Web Site Quality in E-commerce. International Journal of Information Management, 26(6), 469-483.
Liu, Y., & Shrum, L. J. (2009). A dual-process model of interactivity effects. Journal of Advertising, 38(2), 53-68.
Li, Y. M., & Yeh, Y. S. (2010). Increasing Trust in Mobile Commerce Through Design Aesthetics. Computers in Human Behaviour, 26(4), 673-684.
Liu-Thompkins, Y., Khoshghadam, L., Shoushtari, A. A., & Zal, S. (2022). What drives retailer loyalty? A meta-analysis of the role of cognitive, affective, and social factors across five decades. Journal of Retailing, 98(1), 92-110.
Lobaugh, K., Stephens, B., & Simpson, J. D. (2019). Insights: The Consumer is Changing But Perhaps Not How You Think. Deloitte Center for Consumer Insight, Kansas City, Missouri.
Marzuki, M. I. I., Rosly, A. N., Roslan, N. S., Abdullah, D., Kamal, S. B. M., & Azmi, A. (2016). The role of perceived interactivity, perceived ease of use, perceived usefulness, and perceived enjoyment toward intention to use online mapping service applications. International Academic Research Journal of Business and Technology, 2(2), 135-139.
Matute, J., Polo-Redondo, Y., & Utrillas, A. (2016). The Influence of EWOM Characteristics on Online Repurchase Intention: Mediating Roles of Trust and Perceived Usefulness. Online Information Review.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The Impact of Initial Consumer Trust on Intentions to Transact with a Website: A Trust Building Model. The Journal of Strategic Information Systems, 11(3-4), 297-323.
MCMC (2022). Internet Users Survey 2020. Retrieved from https://www.mcmc.gov.my/skmmgovmy/media/General/pdf/IUS-2020-Report.pdf
Mehrabian, A., and Russell, J. A. (1974). An Approach to Environmental Psychology. The MIT Press.
Molinillo, S., Gomez-Ortiz, B., Pérez-Aranda, J., & Navarro-García, A. (2017). Building customer loyalty: The effect of experiential state, the value of shopping, and trust and perceived value of service on online clothes shopping. Clothing and Textiles Research Journal, 35(3), 156-171.
Mosavi, S. A., & Ghaedi, M. (2012). Role of Perceived Value in Explaining Trust and Repurchase Intention in E-shopping. African Journal of Business Management, 6(14), 4910-4921.
Muritala, B. A., Sánchez-Rebull, M. V., & Hernández-Lara, A. B. (2020). A bibliometric analysis of online reviews research in tourism and hospitality. Sustainability, 12(23), 9977.
Neuburger, L., Beck, J., & Egger, R. (2018). The ‘Phygital’ Tourist Expereince: The Use of Augmented and Virtual Reality in Destination Marketing. In Tourism Plainning and Destination Marketing. Emerald Publishing Limited.
Ngarmwongnoi, C., Oliveira, J. S., AbedRabbo, M., & Mousavi, S. (2020). The implications of eWOM adoption on the customer journey. Journal of Consumer Marketing.
Nguyen, D. H., de Leeuw, S., & Dullaert, W. E. (2018). Consumer Behaviour and Order Fulfilment in Online Retailing: A Systematic Review. International Journal of Management Reviews, 20(2), 255-276.
Okazaki, S., Li, H., & Hirose, M. (2009). Consumer Privacy Concerns and Preference for Degree of Regulatory Control. Journal of Advertising, 38(4), 63-77.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Oumar, T. K., Mang’Unyi, E. E., Govender, K. K., & Rajkaran, S. (2017). Exploring the E-CRM-e-customer-e-loyalty Nexus: A Kenyan Commercial Bank Case Study. Management and
Marketing. Challenges for the Knowledge Society, 12(4), 674-696.
Pagani, M., Racat, M., & Hofacker, C. F. (2019). Adding voice to the omnichannel and how that affects brand trust. Journal of Interactive Marketing, 48, 89-105.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A Multiple-item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(3), 213-233.
Pavlou, P. A. (2003). Consumer Acceptance of Electronic Commerce. Integrating Trust and Risk with the Technology Acceptance Model. International Journal of Electronic Commerce, 7(3), 101-134.
Prodanova, J., San-Martín, S., & Jiménez, N. (2020). Achieving customers’ repurchase intention through stimuli and site attachment. Journal of Organizational Computing and Electronic Commerce, 30(3), 187-208.
Rahman, M. A., Islam, M. A., Esha, B. H., Sultana, N., & Chakravorty, S. (2018). Consumer
Buying Behaviour Towards Online Shopping: An Empirical Study on Dhaka City, Bangladesh. Cogent Business and Management, 5(1), 1514940.
Rajamma, R. K., Paswan, A. K., & Ganesh, G. (2007). Services Purchased at Brick and Mortar Versus Online Stores, and Shopping Motivation. Journal of Services Marketing.
Reichheld, F. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard business review, 78(4), 105-113.
Redditt, J., Orlowski, M., Fyall, A., Gregory, A. M., & Ro, H. (2022). Determinants of Customer Satisfaction and eWOM in the Sharing Economy: Timeshare versus Peer-to-Peer Accommodations. Tourism and Hospitality, 3(1), 225-242.
Reyes-Menendez, A., Correia, M. B., Matos, N., & Adap, C. (2020). Understanding online consumer behavior and eWOM strategies for sustainable business management in the tourism industry. Sustainability, 12(21), 8972.
Richard, J. E., & Zhang, A. (2012). Corporate image, loyalty, and commitment in the consumer travel industry. Journal of Marketing Management, 28(5-6), 568-593.
Rosario, A. B., de Valck, K., & Sotgiu, F. (2020). Conceptualizing the electronic word-of-mouth process: What we know and need to know about eWOM creation, exposure, and evaluation. Journal of the Academy of Marketing Science, 48(3), 422-449.
Sabanoglu, T. Global retail e-commerce sales 2014-2024. Mar 26, 2021. URL: https://www. statista. com/statistics/379046/worldwide-retail-e-commerce-sales.
Safa, N. S., & Ismail, M. A. (2013). A Customer Loyalty Formation Model in Electronic Commerce. Economic Modelling, 35, 559-564.
Santos, J. (2003). E-service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality: An International Journal.
Savila, I. D., Wathoni, R. N., & Santoso, A. S. (2019). The role of multichannel integration, trust and offline-to-online customer loyalty towards repurchase intention: An empirical study in online-to-offline (O2O) e-commerce. Procedia Computer Science, 161, 859-866.
Shafiee, M. M., & Bazargan, N. A. (2018). Behavioural Customer Loyalty in Online Shopping:
The Role of E-service Quality and E-recovery. Journal of Theoretical and Applied
Electronic Commerce Research, 13(1), 26-38.
Singh, A., Jenamani, M., Thakkar, J. J., & Rana, N. P. (2022). Quantifying the effect of eWOM embedded consumer perceptions on sales: An integrated aspect-level sentiment analysis and panel data modeling approach. Journal of Business Research, 138, 52-64.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002). Customer Loyalty in E- commerce: An Exploration of its Antecedents and Consequences. Journal of Retailing, 78(1), 41-50.
Sztompka, P. (1999). Trust: A Sociological Theory. Cambridge University Press.
Takasugi, N. (2016). E-commerce law and the prospects for uniform e-commerce rules on the privacy and security of electronic communications. Ariz. J. Int'l & Comp. L., 33, 257.
The New Straits Times. (2021). #TECH: MCO creates new trends among Malaysian online shoppers. [online] Available
at: https://www.nst.com.my/lifestyle/bots/2021/02/668779/tech-mco-creates-new-trends-among-malaysian-online-shoppers [Retrieved on 06 May 2022].
The New Straits Times. (2021). #TECH: Move to help SMEs do business online. [online] Available
at: https://www.nst.com.my/lifestyle/bots/2021/07/706300/tech-move-help-smes-
do-business-online [Retrieved on 10 October 2021].
The Star. (2020). Online sales under Buy Malaysian Product Campaign increase by 485%, says
Trade Minister.[online] Available at:
https://www.thestar.com/news/nation/2020/11/02/online-sales- under-buy-malaysian-product-campaign-increase-by-485-says-trade-minister [Retrieved on 25 October 2021].
Tolman, E. C. (1936). Operational Behaviourism and Current Trends in Psychology (Reproducido con el Título de The Intervening Variable). Psychological Theory: Contemporary Readings. Macmillan.
Torres?Moraga, E., Vásquez?Parraga, A. Z., & Zamora?González, J. (2008). Customer satisfaction and loyalty: start with the product, culminate with the brand. Journal of consumer marketing.
Toufaily, E., Souiden, N., & Ladhari, R. (2013). Consumer Trust Toward Retail Websites: Comparison Between Pure Click and Click-and-brick Retailers.
Tran, G. A., & Strutton, D. (2020). Comparing email and SNS users: Investigating e-servicescape, customer reviews, trust, loyalty and E-WOM. Journal of Retailing and Consumer Services, 53, 101782.
Trevinal, A. M., & Stenger, T. (2014). Toward a Conceptualization of the Online Shopping Experience. Journal of Retailing and Consumer Services, 21(3), 314-326.
Turban, E., King, D., Lee, J. K., Liang, T. P., & Turban, D. C. (2015). Overview of Electronic
Commerce, In Electronic Commerce (pp. 3-49). Springer, Cham.
Unctad.org. (2020). COVID-19 Has Changed Online Shopping Forever, Survey Shows | UNCTAD. [online] Available at: https://unctad.org/news/covid-19-has-changed-online-shopping-forever-survey-shows [Retrieved on 25 October 2021].
Verkijika, S. F. (2018). Factors influencing the adoption of mobile commerce applications in Cameroon. Telematics and Informatics, 35(6), 1665-1674.
Verma, S., & Yadav, N. (2021). Past, present, and future of electronic word of mouth (EWOM). Journal of Interactive Marketing, 53, 111-128.
Wakefield, R. L., Wakefield, K. L., Baker, J., & Wang, L. C. (2011). How Website Socialness Leads to Website Use. European Journal of Information System, 20(1), 118-132.
Warrington, T. (2002). The Secrets of Word?of?Mouth Marketing: How to Trigger Exponential Sales through Runaway Word of Mouth. Journal of Consumer Marketing.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of retailing, 79(3), 183-198.
Wong, A., & Haque, M. (2022). Understanding the brand and website effects of online loyalty: a mediation perspective. Journal of Marketing Management, 38(3-4), 333-368.
Xu, J. D., Benbasat, I., & Cenfetelli, R. (2011). The effects of service and consumer product knowledge on online customer loyalty. Journal of the Association for Information Systems, 12(11), 1.
Yeo, S. F., Tan, C. L., Kumar, A., Tan, K. H., & Wong, J. K. (2022). Investigating the impact of AI-powered technologies on Instagrammers’ purchase decisions in digitalization era–A study of the fashion and apparel industry. Technological Forecasting and Social Change, 177, 121551.
Yoo, B., & Donthu, N. (2001). Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL). Quarterly a Journal of Electronic Commerce, 2(1), 31-45.
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-end Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2-22.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase Intention in B2C E-commerce – A Relationship Quality Perspective. Information and Management, 48(6), 192-200.
Zhu, B., Kowatthanakul, S., & Satanasavapak, P. (2019). Generation Y Consumer Online Repurchase Intention in Bangkok, Based on Stimulus-Organism-Response (SOR) Model. International Journal of Retail & Distribution Management.
In-Text Citation: (Amatus & Gisip, 2022)
To Cite this Article: Amatus, A., & Gisip, I. A. (2022). Effects of Website Appearance, Security and Electronic Word-of-Mouth (EWOM) on Online Customer Loyalty: Trust as Mediating Factor. International Journal of Academic Research in Business and Social Sciences, 12(12), 788– 809.
Author Guidelines
Submit Paper
KWP Journals
Fee Payments
CONTACT US
Footer logo
© 2011-2020 Knowledge Words Publications, All Rights Reserved