Know-How Exchange : Customer Behavior

Hello, I am a student at the European School of Economics in London. I am preparing the fourth year dissertation and I am doing a research upon the e-CRM and the customer loyalty subject.
I would like to ask You if You could answer to my survey attached at this link below

https://www.zoomerang.com/survey.zgi?p=WEB224CSPQDR3F

Your answer are very important to the scope of my dissertation.
Moreover, i would apreciate some help in understanding:
How the on-line companies get the loyalty of their customers?
What differentiate the most a virtual customer from the customer in the "real" environment, from the buying behaviour point of view?
Which are the main parameters to evaluate the loyalty of an e-consumer?


Thank You very much
Regards
Paola De Biasi