barrier differs at different levels of customer satisfaction. D 2005 Elsevier Inc. All rights reserved. Keywords: E-store loyalty; Switching barriers; Satisfaction 1. Introduction In the first quarter of 2002, US retail e-commerce sales were up 19% from the same period in 2001 and accounted for $9,849 million or 1.3% of all sales (US Department of Commerce, 2002). Repeat buys now account for over half of e-tailers’ sales (CyberAtlas, June 12, 2002), and research has shown that online shoppers…
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