The role of website quality and social capital in building buyers’ loyalty

作者：

Highlights：

• We examine how social capital is formed in Consumer-to-Consumer (C2C) online shopping contexts.

• Both information and system quality positively affect cognitive capital.

• Service quality positively influences structural capital.

• Cognitive and relational capital positively affect loyalty.

摘要

•We examine how social capital is formed in Consumer-to-Consumer (C2C) online shopping contexts.•Both information and system quality positively affect cognitive capital.•Service quality positively influences structural capital.•Cognitive and relational capital positively affect loyalty.

论文关键词：Information quality,System quality,Service quality,Social capital,Loyalty

论文评审过程：Received 26 November 2015, Revised 12 June 2016, Accepted 15 July 2016, Available online 29 July 2016, Version of Record 10 December 2016.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2016.07.005