1 / 16

Ethics and Customer Loyalty: Some Insights into Online Retailing Services

Ethics and Customer Loyalty: Some Insights into Online Retailing Services. Presented at 4th Biennial International Business Banking & Finance Conference June 23, 2011 Hilton Trinidad & Conference Centre Trinidad & Tobago Meena Rambocas & Professor Surendra Arjoon

saeran
Download Presentation

Ethics and Customer Loyalty: Some Insights into Online Retailing Services

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Ethics and Customer Loyalty: Some Insights into Online Retailing Services Presented at 4th Biennial International Business Banking & Finance Conference June 23, 2011 Hilton Trinidad & Conference Centre Trinidad & Tobago MeenaRambocas & Professor SurendraArjoon Department of Management Studies, U.W.I. St. Augustine

  2. INTRODUCTION • The Internet : A viable retail channel • The Internet: An environment for unethical behaviour • Ethical Retailing

  3. AN EXAMPLE OF AN ETHICAL DILEMMA

  4. ETHICAL ISSUES • Privacy • Security • Deception • Reliability • Trust • Customer exploitation

  5. CUSTOMER LOYALTY • What is Customer Loyalty • Customer Loyalty – A strategic tool • Customer Loyalty- association with quality, customer satisfaction, trust, brand affect and brand value

  6. RESEARCH QUESTIONS • What factors contribute to Customers Perception of Online Retailers Ethics? • Does Customers Perception of Online Retailers Ethics have any effect on Loyalty?

  7. RESEARCH METHODOLOGY • Sampling Technique: Convenience sample • Sample Size: 200 • Sample Selection Criterion: Purchase at least 1 item online over the last 3 months • Survey Instrument: Self-Administered Questionnaire • Survey Scale: • The Ethics scale : CPEOR scale • The Loyalty scale: SERVLOYAL scale

  8. DATA ANALYSIS: DESCRIPTION OF SAMPLE

  9. DATA ANALYSIS: EXPLORATORY FACTOR ANALYSIS • Reason for EFA • Items retained for further analysis met the following criteria: • All inter-correlation coefficients were statistically significant at a 95% level of testing • Items did not load on more than two factors.

  10. ROTATED FACTOR MATRIX

  11. Re-Specification of the CPEOR Model .51 Security Features .71 .53 Security & Reliability Privacy Policy .73 .59 .35 Product Availability .71 .61 .67 Ethics Customer Loyalty .82 .32 .87 Misleading Tactics Customer perception of Online Retailers Ethics Model Chi Sq = 48.395 DF = 40 GFI = .958 AGFI = .930 NFI = .940 .17 .94 Trust .55 .74 Advantage of customer

  12. DISCUSSION AND CONCLUSIONS • Positive relationship between CPEOR ethics and Customer Loyalty • T&T’s CPEOR ethics dependent on : • Security and Reliability • Trust

  13. DISCUSSION AND CONCLUSIONS (Con’t) Security and Reliability Trust Misleading Claims Perceptions of being exploited • Privacy Policy • Security Features • Product Availability

  14. SIGNIFICANCE OF STUDY • Provide insights for online retailers targeting Caribbean Customers. • Identify key indicators Caribbean Customers consider essential for online sites • Provide an understanding of indicators that contribute to Customers Perception of Online Retailers Ethical Practices

  15. LIMITATIONS & OPPORTUNITIES FOR FUTURE RESEARCH • Sampling technique • CPEOR model and key performance • Can ethical perceptions vary by demographical and geographical consumer characteristics?

  16. THANK YOU

More Related