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Unpacking Customer Experience in Online Shopping: Effects on Satisfaction and Loyalty

Drawing on experience–satisfaction–loyalty, this study models how specific digital retail interface attributes translate into behavioural outcomes. Survey data from Portuguese online shoppers were analysed with PLS-SEM to test a formative–reflective framework linking Interactivity and Technologies,...

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Hlavní autoři: Paulo Botelho Pires, Beatriz Martins Perestrelo, José Duarte Santos
Médium: Artigo
Jazyk:Inglês
Vydáno: MDPI AG 2025-09-01
Edice:Journal of Theoretical and Applied Electronic Commerce Research
Témata:
customer experience
customer satisfaction
customer loyalty
electronic word of mouth
eWOM
interactivity and technologies
On-line přístup:https://www.mdpi.com/0718-1876/20/3/245
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