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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Bibliographic Details
Published in:Journal of Theoretical and Applied Electronic Commerce Research
Main Authors: Paulo Botelho Pires, Beatriz Martins Perestrelo, José Duarte Santos
Format: Article
Language:English
Published: MDPI AG 2025-09-01
Subjects:
customer experience
customer satisfaction
customer loyalty
electronic word of mouth
eWOM
interactivity and technologies
Online Access:https://www.mdpi.com/0718-1876/20/3/245

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https://www.mdpi.com/0718-1876/20/3/245

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