{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,6,10]],"date-time":"2026-06-10T16:52:02Z","timestamp":1781110322254,"version":"3.54.1"},"reference-count":84,"publisher":"IGI Global Scientific Publishing","issue":"2","content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":[],"published-print":{"date-parts":[[2020,4,1]]},"abstract":"<p>Recently, the online market environment is quite competitive, and the organizations have to make sure to focus on continuously meeting the current and potential needs of the customers. Customer loyalty is primarily achieved by satisfying customer's expectations. In online shopping, since the products are intangible, it is important to build trust among the customers. Organizations need to thoroughly understand the consumer behavior and consumer needs in order to create and implement effective customer retention strategies. This study attempts to study the relationship between customer loyalty and customer trust in online shopping since trust is the glue that holds the customer relationship together in the current competitive market. Data is collected through the structured questionnaire. The results of this study legitimate the idea that trust of the customer acts as a mediating factor which enhances the loyalty of the customer in regard to the further purchase and consumption of the particular product or service in the online environment.<\/p>","DOI":"10.4018\/ijom.2020040101","type":"journal-article","created":{"date-parts":[[2020,9,2]],"date-time":"2020-09-02T11:02:55Z","timestamp":1599044575000},"page":"1-16","source":"Crossref","is-referenced-by-count":15,"title":["A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping"],"prefix":"10.4018","volume":"10","author":[{"ORCID":"https:\/\/orcid.org\/0000-0003-0619-3416","authenticated-orcid":true,"given":"Umama Nasrin","family":"Haque","sequence":"first","affiliation":[{"name":"University of Engineering and Management, Kolkata, India"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"ORCID":"https:\/\/orcid.org\/0000-0001-7348-4411","authenticated-orcid":true,"given":"Rabin","family":"Mazumder","sequence":"additional","affiliation":[{"name":"Institute of Engineering and Management, Kolkata, India"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"2432","reference":[{"key":"IJOM.2020040101-0","doi-asserted-by":"publisher","DOI":"10.1108\/IJBM-09-2013-0096"},{"key":"IJOM.2020040101-1","doi-asserted-by":"publisher","DOI":"10.1002\/mar.10063"},{"key":"IJOM.2020040101-2","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2010.03.013"},{"key":"IJOM.2020040101-3","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2016.03.014"},{"key":"IJOM.2020040101-4","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2014.09.001"},{"key":"IJOM.2020040101-5","doi-asserted-by":"publisher","DOI":"10.1007\/s40558-013-0003-3"},{"key":"IJOM.2020040101-6","doi-asserted-by":"publisher","DOI":"10.1016\/j.technovation.2004.03.009"},{"key":"IJOM.2020040101-7","doi-asserted-by":"publisher","DOI":"10.4102\/sajbm.v23i1.878"},{"issue":"1\/2","key":"IJOM.2020040101-8","first-page":"13","article-title":"The determinants and consequences of consumer trust in e-retailing: A conceptual framework.","volume":"17","author":"C.Bramall","year":"2004","journal-title":"Irish Marketing Review"},{"key":"IJOM.2020040101-9","doi-asserted-by":"publisher","DOI":"10.1287\/mnsc.46.4.563.12061"},{"key":"IJOM.2020040101-10","doi-asserted-by":"publisher","DOI":"10.1177\/009207002236914"},{"key":"IJOM.2020040101-11","doi-asserted-by":"publisher","DOI":"10.1016\/j.indmarman.2005.08.004"},{"key":"IJOM.2020040101-12","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2009.08.002"},{"key":"IJOM.2020040101-13","doi-asserted-by":"publisher","DOI":"10.1108\/IJCTHR-04-2014-0032"},{"key":"IJOM.2020040101-14","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2003.08.006"},{"key":"IJOM.2020040101-15","first-page":"85","author":"A. J.Clarke","year":"2002","journal-title":"Window shopping at home: classifieds, catalogues and new consumer skills. In Material cultures"},{"key":"IJOM.2020040101-16","doi-asserted-by":"publisher","DOI":"10.1016\/S1567-4223(03)00024-3"},{"key":"IJOM.2020040101-17","doi-asserted-by":"publisher","DOI":"10.1108\/14684520810923935"},{"key":"IJOM.2020040101-18","doi-asserted-by":"publisher","DOI":"10.1002\/mar.10064"},{"key":"IJOM.2020040101-19","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2005.01.002"},{"key":"IJOM.2020040101-20","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00022"},{"key":"IJOM.2020040101-21","doi-asserted-by":"crossref","unstructured":"Gefen, D., & Straub, D. (2003). Managing user trust in B2C e-services. e-Service, 2(2), 7-24.","DOI":"10.2979\/esj.2003.2.2.7"},{"key":"IJOM.2020040101-22","doi-asserted-by":"publisher","DOI":"10.1108\/EUM0000000006154"},{"key":"IJOM.2020040101-23","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretai.2004.10.003"},{"key":"IJOM.2020040101-24","doi-asserted-by":"publisher","DOI":"10.1108\/03090560710737589"},{"key":"IJOM.2020040101-25","doi-asserted-by":"publisher","DOI":"10.1007\/s10660-010-9044-2"},{"key":"IJOM.2020040101-26","doi-asserted-by":"publisher","DOI":"10.1108\/08876040410536486"},{"key":"IJOM.2020040101-27","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2008.06.016"},{"key":"IJOM.2020040101-28","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2005.11043965"},{"issue":"2","key":"IJOM.2020040101-29","doi-asserted-by":"crossref","first-page":"200","DOI":"10.1108\/13555851111120498","article-title":"Analyzing key determinants of online repurchase intentions","volume":"23","author":"C.Har Lee","year":"2001","journal-title":"Asia Pacific Journal of Marketing and Logistics"},{"key":"IJOM.2020040101-30","doi-asserted-by":"publisher","DOI":"10.1108\/13555851111120498"},{"key":"IJOM.2020040101-31","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretai.2004.04.002"},{"key":"IJOM.2020040101-32","doi-asserted-by":"publisher","DOI":"10.1007\/s10257-011-0181-5"},{"issue":"4","key":"IJOM.2020040101-33","first-page":"223","article-title":"Factors influencing consumers\u2019 attitude towards e- commerce purchases through online shopping.","volume":"2","author":"Z. M.Jusoh","year":"2012","journal-title":"International Journal of Humanities and Social Science"},{"key":"IJOM.2020040101-34","doi-asserted-by":"publisher","DOI":"10.1080\/10641734.2001.10505120"},{"key":"IJOM.2020040101-35","doi-asserted-by":"publisher","DOI":"10.1057\/palgrave.ejis.3000711"},{"key":"IJOM.2020040101-36","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2011.05.004"},{"key":"IJOM.2020040101-37","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2008.11.019"},{"key":"IJOM.2020040101-38","doi-asserted-by":"publisher","DOI":"10.1002\/mar.10065"},{"key":"IJOM.2020040101-39","unstructured":"Koufaris, M., & Hampton-Sosa, W. (2002). Customer trust online: examining the role of the experience with the Web-site. Zicklin School of Business, Baruch College, New York."},{"key":"IJOM.2020040101-40","doi-asserted-by":"publisher","DOI":"10.1109\/PICMET.2007.4349436"},{"key":"IJOM.2020040101-41","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2005.04.043"},{"key":"IJOM.2020040101-42","doi-asserted-by":"publisher","DOI":"10.1108\/09590550510581485"},{"key":"IJOM.2020040101-43","doi-asserted-by":"publisher","DOI":"10.1108\/17579881211206534"},{"key":"IJOM.2020040101-44","doi-asserted-by":"publisher","DOI":"10.1177\/0047287507312409"},{"key":"IJOM.2020040101-45","doi-asserted-by":"publisher","DOI":"10.1080\/10548400802164913"},{"key":"IJOM.2020040101-46","doi-asserted-by":"publisher","DOI":"10.1016\/S0378-7206(00)00049-5"},{"key":"IJOM.2020040101-47","unstructured":"Loiacono, E. T., Watson, R. T., & Goodhue, D. L. (2002). WebQual: A measure of website quality. Marketing theory and applications, 13(3), 432-438."},{"key":"IJOM.2020040101-48","doi-asserted-by":"publisher","DOI":"10.2753\/MIS0742-1222240408"},{"key":"IJOM.2020040101-49","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2001.11044235"},{"issue":"11","key":"IJOM.2020040101-50","first-page":"11","article-title":"Building customer value and profitability with business ethics.","volume":"4","author":"R. C.McMurrian","year":"2006","journal-title":"Journal of Business & Economics Research"},{"key":"IJOM.2020040101-51","doi-asserted-by":"publisher","DOI":"10.1177\/0092070303254408"},{"key":"IJOM.2020040101-52","doi-asserted-by":"publisher","DOI":"10.1177\/002224379202900303"},{"key":"IJOM.2020040101-53","doi-asserted-by":"publisher","DOI":"10.1080\/08961530.2012.741477"},{"key":"IJOM.2020040101-54","doi-asserted-by":"publisher","DOI":"10.1080\/08961530802125134"},{"key":"IJOM.2020040101-55","doi-asserted-by":"publisher","DOI":"10.4236\/jssm.2013.61010"},{"issue":"1","key":"IJOM.2020040101-56","first-page":"1","article-title":"Evidences from link between quality and loyalty in e-service: An empirical study.","volume":"2","author":"R. C.Oliveira","year":"2007","journal-title":"Sistemas & Gestao"},{"key":"IJOM.2020040101-57","unstructured":"Oliver Richard, L. (1997). Satisfaction: A behavioral perspective on the consumer. New York: Irwin-McGraw-Hill."},{"key":"IJOM.2020040101-58","doi-asserted-by":"publisher","DOI":"10.1016\/j.im.2009.02.003"},{"key":"IJOM.2020040101-59","doi-asserted-by":"publisher","DOI":"10.1177\/1094670504271156"},{"key":"IJOM.2020040101-60","doi-asserted-by":"publisher","DOI":"10.2307\/25148720"},{"key":"IJOM.2020040101-61","doi-asserted-by":"crossref","unstructured":"Pavlou, (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model, International journal of electronic commerce, 7(3), 101-134. Retrieved from http:\/\/www.tandfonline.com\/doi\/abs\/10.1080\/10864415.2003.11044275","DOI":"10.1080\/10864415.2003.11044275"},{"key":"IJOM.2020040101-62","doi-asserted-by":"publisher","DOI":"10.1037\/0021-9010.88.5.879"},{"issue":"3","key":"IJOM.2020040101-63","first-page":"104","article-title":"Factors influencing customer loyalty toward online shopping. International Journal of Trade","volume":"4","author":"S. A.Pratminingsih","year":"2013","journal-title":"Economics and Finance"},{"issue":"4","key":"IJOM.2020040101-64","first-page":"173","article-title":"E-customer loyalty-applying the traditional rules of business for online success.","volume":"12","author":"F. F.Reichheld","year":"2000","journal-title":"European Business Journal"},{"issue":"4","key":"IJOM.2020040101-65","first-page":"105","article-title":"E-loyalty: Your secret weapon on the web.","volume":"78","author":"F. F.Reichheld","year":"2000","journal-title":"Harvard Business Review"},{"key":"IJOM.2020040101-66","doi-asserted-by":"publisher","DOI":"10.1108\/09604520410569784"},{"key":"IJOM.2020040101-67","doi-asserted-by":"crossref","unstructured":"Roy, M. C., Dewit, O., & Aubert, B. A. (2001). The impact of interface usability on trust in web retailers. Internet research: Electronic networking applications and policy, 11(5), 388-398.","DOI":"10.1108\/10662240110410165"},{"key":"IJOM.2020040101-68","doi-asserted-by":"publisher","DOI":"10.1108\/09590551011052098"},{"key":"IJOM.2020040101-69","doi-asserted-by":"publisher","DOI":"10.1108\/09604520310476490"},{"key":"IJOM.2020040101-70","unstructured":"Schijns, J. M. C. (2003). Loyalty and satisfaction in physical and remote service encounters. Proceedings of the DMEF Educators\u2019 Conference. Retrieved from www.the-dma.org\/dmef\/proceedings\/2003\/10_Schijns_ext_abs.pdf"},{"key":"IJOM.2020040101-71","doi-asserted-by":"publisher","DOI":"10.1177\/0092070300281014"},{"key":"IJOM.2020040101-72","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2003.11044270"},{"key":"IJOM.2020040101-73","doi-asserted-by":"crossref","unstructured":"Swaen, V., & Chumpitaz, R. C. (2008). Impact of corporate social responsibility on consumer trust. Recherche et Applications en Marketing (English Edition), 23(4), 7-34. Retrieved from http:\/\/journals.sagepub.com\/doi\/abs\/10.1177\/205157070802300402","DOI":"10.1177\/205157070802300402"},{"key":"IJOM.2020040101-74","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(00)00035-X"},{"issue":"3","key":"IJOM.2020040101-75","doi-asserted-by":"crossref","first-page":"87","DOI":"10.1080\/08874417.2002.11647507","article-title":"An exploratory examination of factors affecting online sales","volume":"42","author":"C. R.Than","year":"2002","journal-title":"Journal of Computer Information Systems"},{"key":"IJOM.2020040101-76","doi-asserted-by":"publisher","DOI":"10.1002\/mar.20121"},{"issue":"4","key":"IJOM.2020040101-77","first-page":"1","article-title":"The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT","volume":"5","author":"N. K.Upamannyu","year":"2015","journal-title":"Management and Engineering"},{"key":"IJOM.2020040101-78","doi-asserted-by":"publisher","DOI":"10.1108\/09564230110405280"},{"issue":"3","key":"IJOM.2020040101-79","first-page":"390","article-title":"The Impact of Trustworthiness and Customer e-Loyalty and e-Satisfaction.","volume":"4","author":"P. M. W.Winnie","year":"2014","journal-title":"International Journal of Academic Research in Business and Social Sciences"},{"issue":"11","key":"IJOM.2020040101-80","first-page":"709","article-title":"Antecedents of customer E-loyalty with the effect of trustworthiness in Malaysia context.","volume":"13","author":"P. M. W.Winnie","year":"2014","journal-title":"China-USA Business Review"},{"key":"IJOM.2020040101-81","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(03)00034-4"},{"key":"IJOM.2020040101-82","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2012.06.003"},{"key":"IJOM.2020040101-83","unstructured":"Yang, Z. (2001). Customer perceptions of service quality in internet \u2013 based electronic commerce, Proceedings of the 30th EMAC Conference (pp. 8-11). Academic Press."}],"container-title":["International Journal of Online Marketing"],"original-title":[],"language":"ng","link":[{"URL":"https:\/\/www.igi-global.com\/viewtitle.aspx?TitleId=261836","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,8,12]],"date-time":"2024-08-12T22:23:10Z","timestamp":1723501390000},"score":1,"resource":{"primary":{"URL":"https:\/\/services.igi-global.com\/resolvedoi\/resolve.aspx?doi=10.4018\/IJOM.2020040101"}},"subtitle":[""],"short-title":[],"issued":{"date-parts":[[2020,4,1]]},"references-count":84,"journal-issue":{"issue":"2","published-print":{"date-parts":[[2020,4]]}},"URL":"https:\/\/doi.org\/10.4018\/ijom.2020040101","relation":{},"ISSN":["2156-1753","2156-1745"],"issn-type":[{"value":"2156-1753","type":"print"},{"value":"2156-1745","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020,4,1]]}}}