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How to retain online customers

Authors:

Banphot Vatanasombut,

Antonis C. Stylianou, and

Magid IgbariaAuthors Info & Claims

Communications of the ACM, Volume 47, Issue 6

Pages 64 - 70

https://doi.org/10.1145/990680.990682

Published: 01 June 2004 Publication History

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Abstract

When there's a worldwide marketplace available at your customers' fingertips, maintaining a dedicated following is a tremendous challenge. A recent study of a leading bank's online services illustrates what it takes to keep novice and sophisticated users happy and loyal.

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Cited By

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Aini QFetrina EEpriani N(2023)WebQual 4.0 Plus: An Approach to Measure Customer Satisfaction toward Website Quality2023 11th International Conference on Cyber and IT Service Management (CITSM)10.1109/CITSM60085.2023.10455371(1-6)Online publication date: 10-Nov-2023
https://doi.org/10.1109/CITSM60085.2023.10455371
Goode SRiaz A(2023)Comparing security perceptions and relationship configurations of mobile device modders and non-moddersInformation Technology & People10.1108/ITP-06-2022-0416Online publication date: 28-Sep-2023
https://doi.org/10.1108/ITP-06-2022-0416
Zhu ZPeng ZYang K(2023)Utilizing the push–pull–mooring framework to explore university teachers' intention to switch from traditional classrooms to smart classrooms in ChinaEducation + Training10.1108/ET-12-2021-046165:3(470-491)Online publication date: 25-Apr-2023
https://doi.org/10.1108/ET-12-2021-0461
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Index Terms

How to retain online customers
1. Applied computing
  1. Electronic commerce
2. Social and professional topics
  1. Computing / technology policy

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Published In

Communications of the ACM Volume 47, Issue 6

Wireless sensor networks

June 2004

93 pages

ISSN:0001-0782

EISSN:1557-7317

DOI:10.1145/990680

Issue’s Table of Contents

Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 01 June 2004

Published in CACM Volume 47, Issue 6

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Aini QFetrina EEpriani N(2023)WebQual 4.0 Plus: An Approach to Measure Customer Satisfaction toward Website Quality2023 11th International Conference on Cyber and IT Service Management (CITSM)10.1109/CITSM60085.2023.10455371(1-6)Online publication date: 10-Nov-2023
https://doi.org/10.1109/CITSM60085.2023.10455371
Goode SRiaz A(2023)Comparing security perceptions and relationship configurations of mobile device modders and non-moddersInformation Technology & People10.1108/ITP-06-2022-0416Online publication date: 28-Sep-2023
https://doi.org/10.1108/ITP-06-2022-0416
Zhu ZPeng ZYang K(2023)Utilizing the push–pull–mooring framework to explore university teachers' intention to switch from traditional classrooms to smart classrooms in ChinaEducation + Training10.1108/ET-12-2021-046165:3(470-491)Online publication date: 25-Apr-2023
https://doi.org/10.1108/ET-12-2021-0461
Tedjakusuma AAu Yong HAndajani EMohamad Z(2023)Intention to purchase halal health supplement online: Lessons learned from the health crisisHeliyon10.1016/j.heliyon.2023.e198409:9(e19840)Online publication date: Sep-2023
https://doi.org/10.1016/j.heliyon.2023.e19840
Vasudeva S(2020)Quality Strategies for Customer Loyalty in an E-Service EnvironmentStrategies and Tools for Managing Connected Consumers10.4018/978-1-5225-9697-4.ch004(46-69)Online publication date: 2020
https://doi.org/10.4018/978-1-5225-9697-4.ch004
Lin WWang YHung Y(2020)Analyzing the factors influencing adoption intention of internet banking: Applying DEMATEL-ANP-SEM approachPLOS ONE10.1371/journal.pone.022785215:2(e0227852)Online publication date: 5-Feb-2020
https://doi.org/10.1371/journal.pone.0227852
Wang LLuo XYang XQiao Z(2019)Easy come or easy go? Empirical evidence on switching behaviors in mobile payment applicationsInformation & Management10.1016/j.im.2019.02.00556:7(103150)Online publication date: Nov-2019
https://doi.org/10.1016/j.im.2019.02.005
Grover PKar A(2018)User engagement for mobile payment service providers – introducing the social media engagement modelJournal of Retailing and Consumer Services10.1016/j.jretconser.2018.12.002Online publication date: Dec-2018
https://doi.org/10.1016/j.jretconser.2018.12.002
Kalia P(2017)Service quality scales in online retail: methodological issuesInternational Journal of Operations & Production Management10.1108/IJOPM-03-2015-013337:5(630-663)Online publication date: 2-May-2017
https://doi.org/10.1108/IJOPM-03-2015-0133
Stockdale R(2016)Managing customer relationships in the self-service environment of e-tourismJournal of Vacation Marketing10.1177/135676670707768813:3(205-219)Online publication date: Aug-2016
https://doi.org/10.1177/1356766707077688
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Recommendations

Multiple Messages to Retain Retailers: Signaling New Product Demand

Get Customers Online: Marketing that Grows Sales, Website Traffic, and Business

Competition to Retain Customers

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