The determinants of trust transfer on mobile shopping decision: flow experience as a moderator

Abstract

This study tended to develop a trust transfer model and examine the effect of trust transference among trust in physical stores, e-service and mobile shopping (m-shopping) service on m-shopping decisions. Characteristics of trustworthiness (ability, integrity and benevolence) were tested as antecedents, and flow experience was adopted as a moderator in the model. 419 valid questionnaires were collected from e-survey. The analytical results indicated that ability, integrity and benevolence increased customer trust in physical stores and e-service, and trust transference existed among different shopping channels; all three types of trust positively influenced m-shopping decision; flow experience significantly moderated the relationship between trust in physical stores and m-shopping decisions. The study suggested that managers should equally value all the shopping channels and improve its e-service quality by providing an aesthetic, secure and usable website, and dedicating their efforts to environmentally-friendly and community activities to show corporate social responsibility (CSR).