Online emotional experience and e-loyalty of Moroccan e-customers: Exploratory study

Abstract

The world has recently undergone a technological evolution accompanied by a change in consumer purchasing behavior, and all these factors have an impact on e-commerce, as the consumer is not only eager to obtain the product and/or service, but also wants to have an unforgettable experience with the brand.

These changes in behavior have made experiential marketing researchers curious about the effect of experiential marketing on e-consumer behavior. For this reason, we decided to delve deeper into our research and discover the mechanisms by which emotional experience affects the e-loyalty of the Moroccan e-consumer. After studying the theories, we were able to extract a conceptual model. In order to prove the relationship between the variables in the model, a qualitative study was carried out to confirm the relationship between the variables, to see whether the conceptual model is compatible or incompatible with the behavior of the Moroccan e-customer. The interview was conducted with Moroccan digital marketing specialists, and the information gathered during the interview was processed and analyzed using NVIVO software.

The results brought us closer to understanding the behavior of Moroccan e-consumers, as the interview participants explained the mechanisms that meet the expectations of Moroccan e-consumers, and also enabled us to enrich our model by adding variables and confirming the relationship between the others.