AN INSTRUMENT FOR MEASURING THE EFFECT OFTRUSTED ELECTRONIC INTERORGANIZATIONALRELATIONSHIPS ON CUSTOMER LOYALTY

摘要

MIS literature has not adequately addressed the measurement of electronic commerce dimensions andrnactivities. Measures are yet to be proposed to assess the effect of trusted electronic interorganizationalrnrelationships on customer loyalty. In this paper, we present the results of a study that was a first effort towardrnthis end. The focus of this study is to develop an instrument for measuring four critical dimensions of electronicrncommerce: interorganizational relationships, trust, web site characteristics and customer loyalty. Data fromrn170 information technology (IT) firms were used to assess the measures, using the PLS (Partial Least Squares)rntechniques and SPSS software.