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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Autors principals:	Paulo Botelho Pires, Beatriz Martins Perestrelo, José Duarte Santos
Format:	Artigo
Idioma:	Inglês
Publicat:	MDPI AG 2025-09-01
Col·lecció:	Journal of Theoretical and Applied Electronic Commerce Research
Matèries:	customer experience customer satisfaction customer loyalty electronic word of mouth eWOM interactivity and technologies
Accés en línia:	https://www.mdpi.com/0718-1876/20/3/245
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