Acquisition and retention · Customer survey/behavioral empirical model testing antecedents of repeat purchase and retention.
Assessing customer retention in B2C electronic commerce: an empirical study
M. Choudhury, S. Harrigan, M. E. Soutar (2016). Assessing customer retention in B2C electronic commerce: an empirical study. Journal of Database Marketing & Customer Strategy Management. https://doi.org/10.1057/s41270-016-0007-x
Plain-English take
Relationship quality, satisfaction/trust, and service experience were associated with continued e-commerce patronage.
How much weight to give this
2/5 Observational or survey evidence; interpret as association
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Customer survey/behavioral empirical model testing antecedents of repeat purchase and retention.
Consumers using a business-to-consumer e-commerce service.
Comparison details need confirmation in the full paper.
Only the publisher page was checked; full-text methods are not established.
Double-blind? Blinding was not established from the publisher page; this is not evidence that blinding was or was not used.
Research question
What the authors investigated
Assessing customer retention in B2C electronic commerce: an empirical study?
Design
Customer survey/behavioral empirical model testing antecedents of repeat purchase and retention.
Sample and setting
Consumers using a business-to-consumer e-commerce service.
Reported result
What the study found
Relationship quality, satisfaction/trust, and service experience were associated with continued e-commerce patronage.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
Cross-sectional self-report and one e-commerce context limit causal inference and generalization across categories and countries. The accessible publisher page was used for this listing; correction history was not independently checked.
Possible founder application
Use as a bounded example of assessing customer retention in b2c electronic commerce: an empirical study; compare its context and design with your own market before applying its result.
Evidence access
Publisher article page; full-text availability varies and was not established in this review.
Crossref and the publisher DOI record identify a peer-reviewed empirical B2C e-commerce retention study. Publisher page was directly retrieved; detailed full-text methods were not independently verified.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.