Loyalty

During the class held the 6th November 2007 we spoke about loyalty and how e-businesses can built it. This is not an easy task: it is more simple to be loyal to a real store than to an online one. Moreover the intrduction of E-commerce decreases loyalty due to the fact that the customers' ability to shop, compare and switch to different vendors have became easier, faster and less expensive.

However, some websites have been able to successfully built loyalty and satisfaction among their customers. This is the case of eBay which, according to the video shown during the class, is now the 59th economy of the world.
eBay reached its position thanks to the feedbacks that are written after any transaction performed. Then these comments are converted into score.
The website fully respects all the requirements needed to make customers loyal and satisfied:

• information quality
• system quality
• service quality

Furthermore, its success comes from the users' trust, which is an important global e-commerce issue due to the difficulty in taking legal action in cases of dispute or fraud and due to the potential conflicts caused by differences in culture and business environment.

eBay now is so well established in the Internet landscape that lots of people have decided to start making a living based on the online auction.