Compared to offline shopping, the online shopping experience may be viewed as lacking human warmth and sociability as it is more
impersonal, anonymous, automated and generally devoid of face-to-face interactions. Thus, understanding how to create customer loy-
alty in online environments (e-Loyalty) is a complex process. In this paper a model for e-Loyalty is proposed and used to examine how
varied conditions of social presence in a B2C e-Services context influence e-Loyalty and its antecedents of perceived usefulness, trust and
enjoyment. This model is examined through an empirical study involving 185 subjects using structural equation modeling techniques.
Further analysis is conducted to reveal gender differences concerning hedonic elements in the model on e-Loyalty.
2006 Elsevier B.V. All rights reserved.