{"id":"https://openalex.org/W2528934825","doi":"https://doi.org/10.4018/ijeis.2016100103","title":"An Integrated Model of Customer Experience, Perceived Value, Satisfaction, and Loyalty in Electronic Stores","display_name":"An Integrated Model of Customer Experience, Perceived Value, Satisfaction, and Loyalty in Electronic Stores","publication_year":2016,"publication_date":"2016-10-01","ids":{"openalex":"https://openalex.org/W2528934825","doi":"https://doi.org/10.4018/ijeis.2016100103","mag":"2528934825"},"language":"en","primary_location":{"id":"doi:10.4018/ijeis.2016100103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijeis.2016100103","pdf_url":null,"source":{"id":"https://openalex.org/S59995812","display_name":"International Journal of Enterprise Information Systems","issn_l":"1548-1115","issn":["1548-1115","1548-1123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Enterprise Information Systems","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5033803409","display_name":"Pouyan Khodadadi","orcid":null},"institutions":[{"id":"https://openalex.org/I136830121","display_name":"Islamic Azad University South Tehran Branch","ror":"https://ror.org/02xc21a77","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I136830121"]}],"countries":["IR"],"is_corresponding":true,"raw_author_name":"Pouyan Khodadadi","raw_affiliation_strings":["Department of Industrial Engineering, South-Tehran Branch, Islamic Azad University, Tehran, Iran"],"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, South-Tehran Branch, Islamic Azad University, Tehran, Iran","institution_ids":["https://openalex.org/I136830121"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5101903191","display_name":"Farshid Abdi","orcid":"https://orcid.org/0000-0002-0455-177X"},"institutions":[{"id":"https://openalex.org/I136830121","display_name":"Islamic Azad University South Tehran Branch","ror":"https://ror.org/02xc21a77","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I136830121"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Farshid Abdi","raw_affiliation_strings":["Department of Industrial Engineering, South-Tehran Branch, Islamic Azad University, Tehran, Iran"],"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, South-Tehran Branch, Islamic Azad University, Tehran, Iran","institution_ids":["https://openalex.org/I136830121"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5057486515","display_name":"Kaveh Khalili\u2010Damghani","orcid":"https://orcid.org/0000-0002-2338-1673"},"institutions":[{"id":"https://openalex.org/I136830121","display_name":"Islamic Azad University South Tehran Branch","ror":"https://ror.org/02xc21a77","country_code":"IR","type":"education","lineage":["https://openalex.org/I110525433","https://openalex.org/I136830121"]}],"countries":["IR"],"is_corresponding":false,"raw_author_name":"Kaveh Khalili-Damghani","raw_affiliation_strings":["Department of Industrial Engineering, South-Tehran Branch, Islamic Azad University, Tehran, Iran"],"affiliations":[{"raw_affiliation_string":"Department of Industrial Engineering, South-Tehran Branch, Islamic Azad University, Tehran, Iran","institution_ids":["https://openalex.org/I136830121"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5033803409"],"corresponding_institution_ids":["https://openalex.org/I136830121"],"apc_list":null,"apc_paid":null,"fwci":0.8989,"has_fulltext":false,"cited_by_count":8,"citation_normalized_percentile":{"value":0.83444294,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":96},"biblio":{"volume":"12","issue":"4","first_page":"31","last_page":"46"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9993000030517578,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9987999796867371,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9962000250816345,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.6748800873756409},{"id":"https://openalex.org/keywords/purchasing","display_name":"Purchasing","score":0.6705716252326965},{"id":"https://openalex.org/keywords/loyalty","display_name":"Loyalty","score":0.6674971580505371},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.6240347027778625},{"id":"https://openalex.org/keywords/structural-equation-modeling","display_name":"Structural equation modeling","score":0.5814012885093689},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.5402095317840576},{"id":"https://openalex.org/keywords/value","display_name":"Value (mathematics)","score":0.5143715143203735},{"id":"https://openalex.org/keywords/credibility","display_name":"Credibility","score":0.4742128849029541},{"id":"https://openalex.org/keywords/psychology","display_name":"Psychology","score":0.4695499539375305},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.42061981558799744},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.4123364984989166},{"id":"https://openalex.org/keywords/advertising","display_name":"Advertising","score":0.34030982851982117},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.1593797206878662},{"id":"https://openalex.org/keywords/mathematics","display_name":"Mathematics","score":0.10792666673660278},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.0735194981098175},{"id":"https://openalex.org/keywords/statistics","display_name":"Statistics","score":0.0647074282169342}],"concepts":[{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6748800873756409},{"id":"https://openalex.org/C2778813691","wikidata":"https://www.wikidata.org/wiki/Q1369832","display_name":"Purchasing","level":2,"score":0.6705716252326965},{"id":"https://openalex.org/C2776967331","wikidata":"https://www.wikidata.org/wiki/Q1132131","display_name":"Loyalty","level":2,"score":0.6674971580505371},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6240347027778625},{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.5814012885093689},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5402095317840576},{"id":"https://openalex.org/C2776291640","wikidata":"https://www.wikidata.org/wiki/Q2912517","display_name":"Value (mathematics)","level":2,"score":0.5143715143203735},{"id":"https://openalex.org/C2780224610","wikidata":"https://www.wikidata.org/wiki/Q1530061","display_name":"Credibility","level":2,"score":0.4742128849029541},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.4695499539375305},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.42061981558799744},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.4123364984989166},{"id":"https://openalex.org/C112698675","wikidata":"https://www.wikidata.org/wiki/Q37038","display_name":"Advertising","level":1,"score":0.34030982851982117},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.1593797206878662},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.10792666673660278},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0735194981098175},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0647074282169342},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijeis.2016100103","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijeis.2016100103","pdf_url":null,"source":{"id":"https://openalex.org/S59995812","display_name":"International Journal of Enterprise Information Systems","issn_l":"1548-1115","issn":["1548-1115","1548-1123"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Enterprise Information Systems","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jeis00:v:12:y:2016:i:4:p:31-46","is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJEIS.2016100103","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":38,"referenced_works":["https://openalex.org/W583583424","https://openalex.org/W1523349167","https://openalex.org/W1546777109","https://openalex.org/W1550248507","https://openalex.org/W1574378514","https://openalex.org/W1701997457","https://openalex.org/W1820801730","https://openalex.org/W1968133780","https://openalex.org/W1971255568","https://openalex.org/W1971410477","https://openalex.org/W1979000511","https://openalex.org/W1982271533","https://openalex.org/W1999625179","https://openalex.org/W2021272054","https://openalex.org/W2025346074","https://openalex.org/W2026963539","https://openalex.org/W2032343616","https://openalex.org/W2033943395","https://openalex.org/W2036856292","https://openalex.org/W2039234219","https://openalex.org/W2046802676","https://openalex.org/W2053283629","https://openalex.org/W2054307185","https://openalex.org/W2063109506","https://openalex.org/W2083828088","https://openalex.org/W2090728603","https://openalex.org/W2095756734","https://openalex.org/W2117139543","https://openalex.org/W2125474646","https://openalex.org/W2130236606","https://openalex.org/W2134060206","https://openalex.org/W2137421301","https://openalex.org/W2144336601","https://openalex.org/W2153942071","https://openalex.org/W2160709242","https://openalex.org/W2162795843","https://openalex.org/W2998276394","https://openalex.org/W3121958491"],"related_works":["https://openalex.org/W2389397154","https://openalex.org/W3024507329","https://openalex.org/W4389143236","https://openalex.org/W2469901228","https://openalex.org/W2123217435","https://openalex.org/W2141148255","https://openalex.org/W3113150333","https://openalex.org/W2277816436","https://openalex.org/W3015043872","https://openalex.org/W1988526719"],"abstract_inverted_index":{"The":[0,34,48,58,107,129],"main":[1,35,68],"problem":[2],"of":[3,10,23,37,66,84,109,115,118,126,184],"electronic-stores":[4],"is":[5,32,50,61,111,147,174],"to":[6,180,189,192],"resolve":[7],"the":[8,18,21,30,53,64,160,182],"obstacles":[9],"visitors":[11],"as":[12,70],"potential":[13],"customers.":[14],"In":[15],"this":[16,38],"paper":[17],"relationship":[19],"between":[20],"experience":[22,75,101,146,162,173],"online":[24,164],"customers,":[25],"perceived":[26,79,152],"value,":[27],"satisfaction,":[28],"and":[29,157],"loyalty":[31],"investigated.":[33],"hypotheses":[36,69,130],"study":[39,49],"are":[40,131],"analyzed":[41],"using":[42,113,133],"Structural":[43],"Equation":[44],"Modelling":[45],"(SEM)":[46],"methodology.":[47],"conducted":[51],"in":[52,56,163,187],"biggest":[54],"electronic-store":[55],"Iran.":[57],"structural":[59],"model,":[60],"developed":[62],"on":[63,78,88,96,105],"basis":[65],"four":[67],"follows:":[71],"H1)":[72],"Customer":[73,91,99],"purchasing":[74,100],"has":[76,86,93,102,179],"impact":[77,87,95,104],"value;":[80],"H2)":[81],"Perceived":[82],"value":[83],"customers":[85],"satisfaction;":[89],"H3)":[90],"satisfaction":[92],"an":[94,103],"loyalty;":[97],"H4)":[98],"loyalty.":[106],"reliability":[108],"questions":[110],"checked":[112],"opinion":[114],"a":[116,175,193],"group":[117],"experts":[119],"who":[120],"have":[121],"at":[122],"least":[123],"15":[124],"years":[125],"related":[127],"experiences.":[128],"tested":[132],"data":[134],"extracted":[135],"from":[136],"396":[137],"questionnaires":[138],"through":[139],"AMOS":[140],"software.":[141],"Results":[142],"show":[143],"that":[144],"customer's":[145],"influenced":[148],"by":[149],"trust,":[150],"interaction,":[151],"usefulness,":[153],"action,":[154],"information":[155],"credibility,":[156],"relating.":[158],"Also,":[159],"customers'":[161],"purchases":[165],"does":[166],"not":[167],"directly":[168],"influence":[169],"their":[170],"loyalty,":[171],"since":[172],"mental":[176],"concept":[177],"which":[178],"pass":[181],"sequence":[183],"\u201cExperience-Perceived":[185],"Value-Satisfaction-Loyalty\u201d":[186],"order":[188],"be":[190],"converted":[191],"behavioral":[194],"concept.":[195]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2024,"cited_by_count":2},{"year":2023,"cited_by_count":1},{"year":2022,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2019,"cited_by_count":2}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}