Fuzzy Logic Analysis for Key Factors for Customer Loyalty in E-Shopping Environment

Frontiers in Psychology

卷:12

Shou-Yueh Jhou²  Shih-Chih Chen⁴  Po-Fang Huang⁵  Chih-Chen Lin⁶  Li-Xin Guo⁷  Fu-Sheng Tsai⁸ 

[1] Center for Environmental Toxin and Emerging-Contaminant Research, Cheng Shiu University, Kaohsiung, Taiwan;

[2] China Life Insurance Co., Ltd., Taipei, Taiwan;

[3] Department of Business Administration, Cheng Shiu University, Kaohsiung, Taiwan;

[4] Department of Information Management, National Kaohsiung University of Science and Technology, Kaohsiung, Taiwan;

[5] Physical Office, Fu Jen Catholic University, New Taipei City, Taiwan;

[6] Postgraduate Program in Management, I-Shou University, Kaohsiung, Taiwan;

[7] School of Business, Huaiyin Institute of Technology, Huai'an, China;

[8] Super Micro Mass Research and Technology Center, Cheng Shiu University, Kaohsiung, Taiwan;

关键词: fuzzy logic;    loyalty;    e-shopping;    digital economy;    consumer;   

DOI  :  10.3389/fpsyg.2021.742699

来源: DOAJ

【 摘 要 】

Due to subjective evaluation and qualitative characteristics, the assessment processes of loyalty often cannot use the crisp value to express the final value. That makes the evaluation of online store performance usually filled with uncertainty and ambiguity. The loyalty assessment of electronic shopping is complex, and online stores' strategy and production control problems are frequently accompanied by uncertain conditions. This study constructs a conceptual model to leverage the fuzzy logic approach for understanding the consumers' decision-making in the e-service context of shopping. This study also exposes the relationships between system quality, information quality, and service quality to understand their impacts on customer loyalty. Implications and future research directions for service providers and researchers are discussed.

【 授权许可】

Unknown