hkr.sePublikasjoner
Endre søk
RefereraExporteraLink to record
Permanent link

Direct link
Referera
Referensformat
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annet format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annet språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf
What drives you?: An exploratory study on the factors influencing consumer experience and loyalty
Högskolan Kristianstad, Sektionen för hälsa och samhälle.
Högskolan Kristianstad, Sektionen för hälsa och samhälle.
2016 (engelsk)Independent thesis Basic level (degree of Bachelor), 10 poäng / 15 hpOppgave
Abstract [en]

In recent years, e-commerce has grown and spread to different markets. One of these markets is the toy market. This growth has created a need of expanding the loyalty research to the context of e-commerce.

The purpose of this thesis is to contribute to the understanding of the concept loyalty by identifying what loyalty building factors in Swedish online toyshops matters to the customer and how the customers utilize the factors.

The collection method was semi-structured group interviews in order to explore the respondents’ experiences with online toyshops in Sweden.

The findings suggest that eight factors influences loyalty in online toyshops. The factors were divided into internal- and external factors. The internal factors consist of convenience and children’s involvement. The external factors are product brand image, website attributes, delivery, service quality and security concerns. These external factors were found to affect company brand image. Depending on the customers’ preferences the factors are playing different roles in the customers’ life.

The limitations of the study are few participants, risk of being biased because of the theory and many interpretations of the empirical material.

The practical implication is that the companies can use the findings to understand their customers and that a theoretical development has been made.

The original value of the study is that this kind of research has not been made in the context of online toyshops before, in the best of our knowledge.

sted, utgiver, år, opplag, sider
2016. , s. 50
Emneord [en]
Loyalty, consumer experience, online toyshops, e-commerce, external factors, internal factors
HSV kategori
Identifikatorer
URN: urn:nbn:se:hkr:diva-15734OAI: oai:DiVA.org:hkr-15734DiVA, id: diva2:953030
Utdanningsprogram
Degree of Bachelor of Science in Business and Economics
Uppsök
Social and Behavioural Science, Law
Veileder
Examiner
Tilgjengelig fra: 2016-08-24 Laget: 2016-08-16 Sist oppdatert: 2016-08-31bibliografisk kontrollert

Open Access i DiVA

fulltext(1198 kB)1172 nedlastinger
Filinformasjon
Fil FULLTEXT02.pdfFilstørrelse 1198 kBChecksum SHA-512
4074149c310f52509ea9e3d4da28cf9d2eee91e80b3323d7d2aba38c6e3fd177dbc77a096e22064c1f0a2ddf2e001b0110d98ed4032f0ad5dd69f33a2fa2cac8
Type fulltextMimetype application/pdf

Av organisasjonen

Søk utenfor DiVA

GoogleGoogle Scholar
Totalt: 1177 nedlastinger
Antall nedlastinger er summen av alle nedlastinger av alle fulltekster. Det kan for eksempel være tidligere versjoner som er ikke lenger tilgjengelige

urn-nbn

Altmetric

urn-nbn
Totalt: 503 treff
RefereraExporteraLink to record
Permanent link

Direct link
Referera
Referensformat
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Annet format
Fler format
Språk
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Annet språk
Fler språk
Utmatningsformat
  • html
  • text
  • asciidoc
  • rtf