IT Value for Customer: Its Influence on Satisfaction and Loyalty in E-commerce

  • Arkadiusz KawaEmail author
  • Justyna Światowiec-Szczepańska
Conference paper
Part of the Lecture Notes in Computer Science book series (LNCS, volume 11432)


Today, in the time of a technological revolution, which has a great influence on the economy, we can say that the world is smaller than ever. IT solutions have significantly changed business activities, which can be developed in almost any place. A specific beneficiary of this amendment is e-commerce. The customer does shopping online because of lower prices, convenience, a wider range of products, etc. Beside logistics and marketing reasons, they pay more and more attention to other aspects, too. One of them is IT solutions which support the majority of processes in online retailers, especially marketing communication and website usability. They can have influence on their satisfaction, and, consequently, on their loyalty. These aspects are relatively rarely studied. The goals of this paper are to identify the components of value for customers related to IT, and to present their influence on satisfaction and loyalty in e-commerce. We administered our survey to managers representing e-tailers, suppliers, complementors, and to customers.


E-commerce Value for customer Satisfaction Loyalty 



This paper has been written with financial support of the National Center of Science [Narodowe Centrum Nauki] – grant number DEC-2015/19/B/HS4/02287.


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Copyright information

© Springer Nature Switzerland AG 2019

Authors and Affiliations

  • Arkadiusz Kawa
    • 1
    Email author
  • Justyna Światowiec-Szczepańska
    • 1
  1. 1.Poznan University of Economics and BusinessPoznańPoland

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