The study looked at how different aspects of online shopping, like website design and customer service, affect customer loyalty. They surveyed 243 people and found that customer satisfaction, corporate image, and commitment all play a big role in keeping customers loyal. Trust didn't seem to have much impact on loyalty. The study also found that a good website and customer value can make customers more satisfied, which in turn makes them more loyal. Overall, the research shows that online retailers can keep customers coming back by focusing on service quality, customer satisfaction, and building a positive image.