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1. The document analyzes determinants of customer loyalty for online shopping platforms in the Klang Valley region of Malaysia. It reviews over 50 academic sources on topics like e-commerce adoption factors, online customer experience, trust and satisfaction. 2. Key factors found to influence customer loyalty include quality of online shopping platforms, convenience, security and privacy, product variety, delivery services, promotions and customer service. 3. Customer satisfaction, trust and perceived value are also important determinants, as they are influenced by customers' experiences across these various factors. Understanding what drives loyalty is important for online retailers to retain and grow their customer base.

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100% found this document useful (1 vote)
2K views9 pages

Bibliography

1. The document analyzes determinants of customer loyalty for online shopping platforms in the Klang Valley region of Malaysia. It reviews over 50 academic sources on topics like e-commerce adoption factors, online customer experience, trust and satisfaction. 2. Key factors found to influence customer loyalty include quality of online shopping platforms, convenience, security and privacy, product variety, delivery services, promotions and customer service. 3. Customer satisfaction, trust and perceived value are also important determinants, as they are influenced by customers' experiences across these various factors. Understanding what drives loyalty is important for online retailers to retain and grow their customer base.

Uploaded by

api-535139620
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Nur Sabrina Aliya Shaffa Azri, 2Nur Hidayah Farzana Mohd Din, 3Muhammad Faris Rifqi
Determinants for Customer Loyalty of Online Shopping Platforms in Klang Valley
2020
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2020
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2020
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