Online Customer Experience Leads to Loyalty via Customer Engagement: Moderating Role of Value Co-creation

Farooq Ahmad, Khurram Mustafa, Syed Ali Raza Hamid, Kausar Fiaz Khawaja, Shagufta Zada, Saqib Jamil, Muhammad Nawaz Qaisar, Alejandro Vega-Muñoz, Nicolás Contreras-Barraza, Naveed Anwer

Research output: Contribution to journalArticlepeer-review

15 Citations (Scopus)

Abstract

With the increasing growth of online shopping, businesses are intertwining to establish new shopping antecedents. Customer experience has steadily become the most important source of retailers’ long-term competitive advantage via difference. To preserve long-term and sustained consumer loyalty, retailers must continually improve the customer experiences. This study presents a framework for online retailing in a digital environment called the Online Customer Experience-Engagement Context model in the presence of value co-creation (VCC). Data was gathered from 189 people who purchased products online. For additional analysis, testing the hypothesis, and model construction, SPSS 26 and Smart-PLS were used. The data was then evaluated further using descriptive statistics, path analysis, measurement, and structural model. The findings show that the online customer experience (measured as shopping environment, shopping procedure, staff service experience, and product experience) substantially influenced customer engagement, which improved customer loyalty. The VCC strengthened the link between online customer experience and customer engagement. It suggests that including consumers in co-creating a delightful online customer experience from time to time may be a valuable strategy for online retailers to increase customer engagement and loyalty. To create an overarching outcome, information integration theory (IIT), multi-attribute utility theory (MAUT), and the attitude-behavior-context theory (ABC) theories are converged to explain the proposed model in the study.

Original languageEnglish
Article number897851
JournalFrontiers in Psychology
Volume13
DOIs
Publication statusPublished - 28 Jul 2022

Keywords

  • attitude-behavior-context theory
  • customer engagement
  • customer loyalty
  • multi-attribute utility theory
  • online customer experience
  • value co-creation

ASJC Scopus subject areas

  • General Psychology

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