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[{"key": "dc.contributor.advisor", "value": "Sepp\u00e4nen, Ville", "language": "", "element": "contributor", "qualifier": "advisor", "schema": "dc"}, {"key": "dc.contributor.author", "value": "Hannuksela, Anna", "language": null, "element": "contributor", "qualifier": "author", "schema": "dc"}, {"key": "dc.date.accessioned", "value": "2017-03-30T18:31:46Z", "language": "", "element": "date", "qualifier": "accessioned", "schema": "dc"}, {"key": "dc.date.available", "value": "2017-03-30T18:31:46Z", "language": "", "element": "date", "qualifier": "available", "schema": "dc"}, {"key": "dc.date.issued", "value": "2017", "language": null, "element": "date", "qualifier": "issued", "schema": "dc"}, {"key": "dc.identifier.other", "value": "oai:jykdok.linneanet.fi:1693458", "language": null, "element": "identifier", "qualifier": "other", "schema": "dc"}, {"key": "dc.identifier.uri", "value": "https://jyx.jyu.fi/handle/123456789/53420", "language": "", "element": "identifier", "qualifier": "uri", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Verkkokaupan nopean kasvun ja kehityksen my\u00f6t\u00e4 kilpailu on kiristynyt ja asettanut toimijoille suuria haasteita globaalissa toimintaymp\u00e4rist\u00f6ss\u00e4. Kannattavien asiakassuhteiden aikaansaaminen on haastavampaa ja asiakasuskollisuuden saavuttaminen samalla entist\u00e4 kriittisemp\u00e4\u00e4 kannattavan liiketoiminnan n\u00e4k\u00f6kulmasta. Toimintaymp\u00e4rist\u00f6ss\u00e4, jossa operoi suuria kansainv\u00e4lisi\u00e4 toimijoita, joiden kehittyneet verkostot ja toimintamallit ovat mahdollistaneet entist\u00e4 edullisemmat hinnat kuluttajille, unohtamatta markkinoille jatkuvasti ilmaantuvia uusia kilpailijoita, on pysyvien asiakassuhteiden saavuttaminen eritt\u00e4in haasteellista. Kilpailijoiden tarjonta on vain klikkauksen p\u00e4\u00e4ss\u00e4 ja hintavertailun tekeminen on asiakkaalle vaivatonta. Asiakasuskollisuuden muodostumista verkossa on tutkittu ja mallinnettu paljon, koska verkkokaupan kyky aikaansaada asiakasuskollisuutta on yksi merkitt\u00e4vimpi\u00e4 tekij\u00f6it\u00e4 verkkokaupan menestykselle. Tutkielma k\u00e4sittelee asiakasuskollisuuden muodostumiseen vaikuttavia tekij\u00f6it\u00e4 verkkoymp\u00e4rist\u00f6ss\u00e4, sek\u00e4 asiakasuskollisuuden merkityst\u00e4 kannattavan liiketoiminnan ja jatkuvien pitk\u00e4aikaisten tuottojen taustalla. Asiakasuskollisuus on jaoteltu asiakastyytyv\u00e4isyyden, luottamuksen ja koetun arvon osakokonaisuuksiin ja verkkokaupassa asiakasuskollisuutta aikaansaavat tekij\u00e4t n\u00e4iden osioiden alaisiksi. Tekij\u00e4t on koottu Srinivasan, Andersonin ja Ponnavolun (2002) m\u00e4\u00e4rittelem\u00e4n kahdeksan tekij\u00e4n pohjalta. Tekij\u00e4t ovat kohdentaminen, saatavuus ja tehokas asiakaspalvelu, asiakkuuden kehitt\u00e4minen, huolenpito, yhteis\u00f6, valikoima, k\u00e4ytett\u00e4vyys, sek\u00e4 sivuston ulkoasu ja graafinen suunnittelu. Tutkielmassa k\u00e4yd\u00e4\u00e4n l\u00e4pi aikaisempaa tutkimustietoa ja kirjallisuutta, sek\u00e4 esitell\u00e4\u00e4n aikaisempia teorioita asiakasuskollisuuden, asiakastyytyv\u00e4isyyden, luottamuksen ja koetun arvon muodostumisesta. Kahdeksan asiakasuskollisuutta aikaansaavan tekij\u00e4n merkityst\u00e4 selvitettiin kyselytutkimuksen avulla ja vastaukset tukevat n\u00e4iden tekij\u00f6iden merkityst\u00e4 asiakasuskollisuuden muodostumisen taustalla.", "language": "fi", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.abstract", "value": "Rapid growth and continuous development of the e-commerce has intensified the competition and set major challenges for e-commerce operators in the global operational environment. Achieving profitable customer relationships is more challenging and at the same time even more critical in order to achieve profitable business. It is very challenging to achieve permanent customer relationships in an operational environment where big international operators have allowed for low prizing for consumers due to their advanced networks and business models without forgetting about new competitors constantly emerging on the market. Competitors offers are just a click away and price comparisons are made easy for the customers. The development of customer loyalty among ecommerce has been studied and modeled vastly because customer loyalty has a huge impact on the profitability of e-commerce. The ability of e-commerce to achieve customer loyalty is one the most significant factors for its success. This thesis deals with factors that affect the formation of customer loyalty in ecommerce environment and the importance of customer loyalty as the foundation for profitable business and the continuing long-term revenues. Srinivasan, Anderson and Ponnavolun (2002) have defined eight factors which impact eloyalty: customization, efficient customer service and contact interactivity, cultivation, care, character, community, and convenience, which in this thesis is described as usability. Customer loyalty is divided into customer satisfaction, trust and perceived value, and these entail the factors that affect the formation of customer loyalty in e-commerce. This thesis includes a literature review on previous studies and presents former theories for formation of customer loyalty, customer satisfaction, trust, and perceived value. Data on significance of previously mentioned eight factors that affect customer loyalty, customer satisfaction, trust, and perceived value was collected through a survey. The results strenghten the understanding of these factors' effect on the formation of customer loyalty.", "language": "en", "element": "description", "qualifier": "abstract", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted using Plone Publishing form by Anna Hannuksela (akhannuk) on 2017-03-30 18:31:45.211207. Form: Pro gradu -lomake (https://kirjasto.jyu.fi/julkaisut/julkaisulomakkeet/pro-gradu-lomake). JyX data: [jyx_publishing-allowed (fi) =False]", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Submitted by jyx lomake-julkaisija (jyx-julkaisija.group@korppi.jyu.fi) on 2017-03-30T18:31:46Z\r\nNo. of bitstreams: 2\r\nURN:NBN:fi:jyu-201703301832.pdf: 1150587 bytes, checksum: 05c3095f7a5a0cf562c5f239f1b3dd00 (MD5)\r\nlicense.html: 1119 bytes, checksum: 69fe9d974599aaca84f67b251c86a3fc (MD5)", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.description.provenance", "value": "Made available in DSpace on 2017-03-30T18:31:46Z (GMT). No. of bitstreams: 2\r\nURN:NBN:fi:jyu-201703301832.pdf: 1150587 bytes, checksum: 05c3095f7a5a0cf562c5f239f1b3dd00 (MD5)\r\nlicense.html: 1119 bytes, checksum: 69fe9d974599aaca84f67b251c86a3fc (MD5)\r\n Previous issue date: 2017", "language": "en", "element": "description", "qualifier": "provenance", "schema": "dc"}, {"key": "dc.format.extent", "value": "1 verkkoaineisto (59 sivua)", "language": null, "element": "format", "qualifier": "extent", "schema": "dc"}, {"key": "dc.format.mimetype", "value": "application/pdf", "language": null, "element": "format", "qualifier": "mimetype", "schema": "dc"}, {"key": "dc.language.iso", "value": "fin", "language": null, "element": "language", "qualifier": "iso", "schema": "dc"}, {"key": "dc.rights", "value": "In Copyright", "language": "en", "element": "rights", "qualifier": null, "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakasuskollisuus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "asiakastyytyv\u00e4isyys", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "luottamus", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "koettu arvo", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.subject.other", "value": "verkkokauppa", "language": "", "element": "subject", "qualifier": "other", "schema": "dc"}, {"key": "dc.title", "value": "Asiakasuskollisuuden muodostuminen verkkokaupassa", "language": null, "element": "title", "qualifier": null, "schema": "dc"}, {"key": "dc.type", "value": "master thesis", "language": null, "element": "type", "qualifier": null, "schema": "dc"}, {"key": "dc.identifier.urn", "value": "URN:NBN:fi:jyu-201703301832", "language": null, "element": "identifier", "qualifier": "urn", "schema": "dc"}, {"key": "dc.type.ontasot", "value": "Master\u2019s 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It can be read at the workstation at Jyv\u00e4skyl\u00e4 University Library reserved for the use of archival materials: https://kirjasto.jyu.fi/en/workspaces/facilities.", "language": "en", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.rights.accessrights", "value": "Aineistoon p\u00e4\u00e4sy\u00e4 on rajoitettu tekij\u00e4noikeussyist\u00e4. Aineisto on luettavissa Jyv\u00e4skyl\u00e4n yliopiston kirjaston arkistoty\u00f6asemalta. Ks. https://kirjasto.jyu.fi/fi/tyoskentelytilat/laitteet-ja-tilat.", "language": "fi", "element": "rights", "qualifier": "accessrights", "schema": "dc"}, {"key": "dc.type.okm", "value": "G2", "language": null, "element": "type", "qualifier": "okm", "schema": "dc"}]
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