Authors:
Hilal Alhulail
1
;
Martin Dick
1
and
Ahmad Abareshi
2
Affiliations:
1
RMIT University, Australia
;
2
RMIT university, Australia
Keyword(s):
Social Commerce, Customer Loyalty, Social Presence, Trust, Information Systems Success, Australia.
Related
Ontology
Subjects/Areas/Topics:
B2C/B2B Considerations
;
Business and Social Applications
;
Business Models
;
Cloud Computing
;
Collaboration and e-Services
;
Data Communication Networking
;
Data Engineering
;
e-Business
;
Enterprise Engineering
;
Enterprise Information Systems
;
Mobile Software and Services
;
Ontologies and the Semantic Web
;
Platforms and Applications
;
Services Science
;
Social Networks
;
Software Agents and Internet Computing
;
Software Engineering
;
Software Engineering Methods and Techniques
;
Telecommunications
;
Web Services
;
Wireless Information Networks and Systems
Abstract:
The emergence of web 2.0 has brought new applications which have played a significant role in extending
e-commerce websites with social commerce (S-Commerce) functionality. S-Commerce is a new extension
of B2C e-commerce where customers purchase products/services online with the existence of social cues in
the websites (such as reviews, recommendations and sharing). There has been little research in the area of
customer loyalty to S-Commerce websites. Drawing upon theories of social presence and trust; and the
Delone and McLean model of information systems success, this study aims to determine what factors affect
customer loyalty to S-Commerce websites and to develop a framework that helps in investigating those
factors. In order to achieve this objective, a quantitative approach will be employed. Data will be collected
from S-Commerce users in Australia via survey. Analysis will be performed using Structural Equation
Modeling (SEM). This study will contribute to the S-Commerce liter
ature through a theoretical framework
that shows how the loyalty of customers can be generated in S-Commerce websites. In addition, it is
expected that this study will help businesses to have understanding of how to retain their customers which
will result in higher profits.
(More)