Trust Intention Research Articles

Consumer’s Buying Decision-Making Process in E-Commerce

The e-commerce growth and development in Indonesia is very rapid as well as the internet grows, but it is not well-balanced with the number of online buying transaction which is still relatively low. Even the today’s biggest B2C e-commerce people in Indonesia, Lazada, has continually decreased online purchasing. This research is aimed to describe factors affecting online buying decision- making in the e-commerce Lazada. The type of this research is confirmatory research. The variable used is following conceptual model i.e. Electronic Word of Mouth (EWOM), social identity, risk perception, trust, and purchase intention. The data were obtained through the questionnaire with Likert scale 1-5. There are 104 people researching sample who meets the criteria as Lazada consumer that, at least do a transaction in recent six months. Data analyzing were done using Structural Equation Modelling (SEM) method by Analysis of Moment Structures (AMOS) software. The results showed that the purchase intention has positively related to the purchase decision. Variable EWOM toward trust has positive relation, variable social identity and risk perception have no any significant relation to trust. Variable risk perception toward purchase intention has no significant relation, while the variable trust has significant positive relation to purchase intention.

The effect of perceived risk on customer satisfaction, trust, and repurchase intention in O2O service

The effect of perceived risk on customer satisfaction, trust, and repurchase intention in O2O service

Factors affecting trust towards online retailers in India: an empirical study

Loyal customers are considered extremely valuable to any organisation. In order to attain customer loyalty, online retailers should take major steps that will enhance repeat purchase behaviour. The current research examines the impact of satisfaction with previous interactions, perceived website quality, security and privacy policy, and online retailer credibility on trust towards online retailers. Then the relationship between consumer trust and loyalty intention was studied. The hypothesised model is validated empirically using data collected from 334 consumers. The data were analysed using exploratory factor analysis, correlations analysis, confirmatory factor analysis and regression analysis. The results indicated that consumers' perception of website quality and online retailer's credibility have strong positive effect on consumer trust. Consumer satisfaction due to previous interaction with an online retailer also directly affects trust. Data further demonstrated that security and privacy policy directly influence consumer trust. In the study, trust is found to directly affect loyalty intention. The study adds to the understanding of the antecedents and consequences of consumer trust in the online shopping environment. Managerial implications and suggestions for further research are provided.

Factors driving consumer loyalty intention towards e-tailers: an integrated model

Online shopping has emerged as one of the most important e-commerce applications in recent years. However, there is limited empirical research which has examined factors driving Indian consumers' loyalty intention towards e-tailers. Thus, this study proposed and tested a model that examines the effect of perceived website quality, security and privacy policy, shared value, and perceived e-tailer reputation on online consumer's trust, perceived risk, satisfaction, and loyalty intention in India. Data were collected from Indian online consumers and analysed using structural equation modelling. The results showed that perceived website quality has a strong positive effect on customer satisfaction. Data further demonstrate that security and privacy policy, and perceived e-tailer reputation directly influence e-trust. Online shopper's previous satisfaction with an e-tailer also builds e-trust and thus, decreases perceived risk. When a consumer is more satisfied with an e-tailer and has stronger trust on the same, this will lead to higher loyalty intention towards the e-tailer. These findings have interesting implications for website designers and online retailers. Finally, we discuss some limitations of our study and directions for future research.

Explaining transgressions with moral disengagement strategies and their effects on trust repair

Abstract When providing explanations for a transgression, the offender may use verbal statements based on moral disengagement strategies to mitigate the negative consequences of a trust violation. That is, the offender may try to reframe unethical acts to appear less harmful, or displace responsibility for the wrongdoing, or distort the consequences of his or her actions in order to address the repair of a damage of a trust violation. Based on this, we examined the effects of these explanations based on different moral disengagement strategies on trust repair. The results of a scenario-based experiment show that both the moral justification and the displacement of responsibility strategies elicited higher trusting intentions compared to the distortion of consequences strategy. This effect was mediated by trusting beliefs toward the offender. These findings suggest that reframing the unethical conduct as targeting a greater good, as well as obscuring personal agency for the detrimental conduct, may be more effective to repair trust than misrepresenting the consequences of the immoral acts.

피트니스 센터 관계마케팅과 고객 신뢰, 고객 충성도 및 재 이용의도와의 관계

피트니스 센터 관계마케팅과 고객 신뢰, 고객 충성도 및 재 이용의도와의 관계

A Study on the Impact of Employee Training and Stimulus on Business Recital with Indication to Public and Private Banks of India

Financial institution that offered mobile applications to the consumers should give attention to the perceived risk factors of Mobile Banking adoption in order to retain existing customers as well as attract new consumers. The study suggests that banks should build an application with features to facilitate users’ assessment of Mobile Banking services and thus minimize the perceived risk and maximize the perceived ease of Mobile Banking services. The impact of risk and trust on Mobile Banking adoption has also been examined and shown to be significant to Mobile Banking adoption in the context in India. This study is based on the Descriptive research, where valid responses are collected from the respondent by filling questionnaire. Keeping the TAM proposed by Davis as a theoretical basis, an extended TAM incorporating security and privacy related issues for Mobile Banking adoption is conceptualized. The paper reveals that perceived risk has a negative impact on behavioural intention of Mobile Banking adoption and trust has a negative impact on perceived risk. A well-designed mobile application was also found to be helpful in facilitating easier use and minimizing perceived risk concerns regarding Mobile Banking usage. The purpose of this paper is to examine the effect of perceived risk on Mobile Banking user adoption.

An Empirical Examination of Perceived Risk in Mobile-Banking

Financial institution that offered mobile applications to the consumers should give attention to the perceived risk factors of Mobile Banking adoption in order to retain existing customers as well as attract new consumers. The study suggests that banks should build an application with features to facilitate users’ assessment of Mobile Banking services and thus minimize the perceived risk and maximize the perceived ease of Mobile Banking services. The impact of risk and trust on Mobile Banking adoption has also been examined and shown to be significant to Mobile Banking adoption in the context in India. This study is based on the Descriptive research, where valid responses are collected from the respondent by filling questionnaire. Keeping the TAM proposed by Davis as a theoretical basis, an extended TAM incorporating security and privacy related issues for Mobile Banking adoption is conceptualized. The paper reveals that perceived risk has a negative impact on behavioural intention of Mobile Banking adoption and trust has a negative impact on perceived risk. A well-designed mobile application was also found to be helpful in facilitating easier use and minimizing perceived risk concerns regarding Mobile Banking usage. The purpose of this paper is to examine the effect of perceived risk on Mobile Banking user adoption.

A Study on the Relationships among the Fast-Food Restaurants’ Service Quality, Brand Trust, Brand Distinctiveness, and Revisit Intention

A Study on the Relationships among the Fast-Food Restaurants’ Service Quality, Brand Trust, Brand Distinctiveness, and Revisit Intention

Exploring the effects of a non-interactive talking avatar on social presence, credibility, trust, and patronage intention in an e-commerce website

While prior research has examined the effects of interactive e-commerce avatars that simulate the roles of virtual assistants and recommender agents, there is lack of empirical study that investigates the effects of non-interactive talking avatars in e-commerce. This is unfortunate, as many websites today utilize non-interactive talking avatars that provide one-way dialogue in the forms of greetings, introduction of the company, and description of products and services offered. To bridge this gap, our study aims to investigate the effects of non-interactive talking avatar on perceptions of social presence, credibility, website trust, and patronage intention in an online store. Comparing between the experimental (website with avatar) and control (website without avatar) conditions, the experimental results showed that perceived social presence was significantly enhanced by the presence of the non-interactive talking avatar. Furthermore, the presence of the avatar had positive effects on website trust and patronage intention among male participants; but had negative effects on perceptions of information credibility and website patronage intention among females. Analysis based on participants’ comments suggests that females were more critical towards certain shortcomings of the non-interactive talking avatar; citing limited interactivity and artificial dialogue from text-to-speech engine. Additionally, the comment analysis suggests that females preferred processing textual over auditory information (as spoken by the avatar) about the products in the online store. Theoretical and managerial implications related to non-interactive talking avatars are discussed in this paper.

에어비앤비 호스트 특성이 호스트신뢰 및 재이용의도에 미치는 영향

에어비앤비 호스트 특성이 호스트신뢰 및 재이용의도에 미치는 영향

Corporate social responsibility: a boon or bane for innovative firms?

In today’s dynamic business landscape, Corporate Social Responsibility (CSR) is considered as an important strategic initiative for attaining sustainable competitive advantage. The present study aims to examine (i) the influence of consumer’s perceived firm innovativeness (CPFI) and consumer trust on perceived CSR activities of the firm and (ii) the mediating role of perceived CSR in the relationship between (iia) consumer’s perceived firm innovativeness and purchase intention (iib) consumer trust and purchase intention. Four hypotheses were tested with the primary data (n = 287) collected through a structured questionnaire. The regression analysis revealed that CPFI and consumer trust have direct positive impacts on the perceived CSR. Further, perceived CSR mediates the relationship between CPFI and purchase intention. However, perceived CSR does not play a mediating role between Consumer Trust and Purchase Intention. Overall, the findings of this study indicate that engagement in the CSR activities tend to reduce the perceived risk associated with innovation and consequently, influence the purchase intention among consumers. Theoretical and managerial implications are further discussed.

Impact of Sanitary Grade Card Image and Its Awareness on Consumer’s Trust and Purchase Intention

Impact of Sanitary Grade Card Image and Its Awareness on Consumer’s Trust and Purchase Intention

지각된 커피전문점 브랜드 효익이 브랜드 신뢰와 지속적 구매의도에 미치는 영향

지각된 커피전문점 브랜드 효익이 브랜드 신뢰와 지속적 구매의도에 미치는 영향

Trust or consequences? Causal effects of perceived risk and subjective norms on cloud technology adoption

Cloud computing has become a popular alternative information curation solution for organizations. As more corporate proprietary information is stored in the Cloud, concerns about Cloud information security have also increased. This study investigates the causal effect of perceived risk and subjective norms on users' trust intention to adopt Cloud technology. A partial least squares structural equation modeling (PLS-SEM) analysis was performed to assess latent variables and examine moderating effects to Cloud technology adoption. Our findings suggest that a user's perceived risk and subjective norms have a significant effect on their trust intention vis-a-vis Cloud adoption, which leads to their decision on whether to adopt the Cloud technology. While a user's attitudes do influence their intention to trust the Cloud, their attitude is not moderated by either perceived risk or subjective norms. On the other hand, a user's perceived risk of the Cloud environment predominately moderates their knowledge and perceived behavioral control, which results in their knowledge and perceived behavioral control not having a direct effect on their intention to trust the Cloud. Moreover, a user's subjective norms predicate their trust intention, which further moderates their knowledge and perceived behavioral control to trust and to adopt Cloud technology.

Denial outperforms apology in repairing organizational trust despite strong evidence of guilt

Previous work in the areas of organizational trust repair and crisis communication has provided conflicting answers to the question of whether denial can be more effective than apology in repairing stakeholder trust in a company following an integrity-based violation. This article reports the results of an experiment designed to (i) test the effects of these two strategies on individuals’ trust in a company accused of corruption, and (ii) determine whether and how evidence of the company’s guilt influences stakeholder reactions to its trust repair message. The results demonstrate that, when evidence against the company is weak, trust is restored more successfully with a denial than an apology. Contrary to our hypothesis, denial was found to outperform apology in repairing perceptions of the company’s integrity and benevolence even in the face of strong evidence, and it was as effective as apology in restoring perceived ability and trusting intentions. These results provide empirical evidence for the ‘paradoxical effect’ that an open and honest attitude can, in the short term, be more detrimental to organizations than a defensive strategy. More research on the factors that determine the credibility and persuasiveness of corporate denial is called for.

FACEBOOK LIVE AND APPAREL SHOPPING A CASE FROM THE WORLDS SOCIALCOMMERCE LEADER

This paper aims to examine the effect of live streaming, recently adopted by online clothing sellers to help sell clothes on the Facebook. Drawing on the literature in retailing, adoption behavior, and e-commerce, this paper proposes the framework to test the effect on customers’ perceived values, trust, and engagement intention. When shopping online, consumers are generally concerned with legitimacy of the vendor and authenticity of products or services (Chen and Dhillon 2002). Live streaming allows shoppers to view the seller’s face and expressions, background (e.g. clothes, furniture), as well as offered products that are not pre-recorded or edited prior to being presented in the online store. Due to the spontaneous, interactive nature of live streaming, viewers ask questions and receive answers from the page in almost real time (Wang et al. 2000), and the seller can use the feedback to respond to the need of customers better. Live streaming is expected to positively affect on customer’s perceived utilitarian value (authenticity, responsiveness). By merely viewing the seller showing, wearing, or putting different clothes on a mannequin can be fun and enjoyable like viewing the fashion show. Live streaming is expected to positively affect on customer’s perceived hedonic value (enjoyment). The act of shopping can also provide a symbolic benefit, as customers express their personal values, identity, self through the shopping experience (Chandon et al., 2000). Given that live streaming is not prevalent and used by general users, customers who participate in the live streaming may be perceived that they are innovative. Live streaming by possibly affecting customer hedonic, utilitarian, and symbolic value would be likely to positively affect trust and engagement intention. Trust can refer to the extent to which customers believe the web site is legal, ethical and credible and can protect their privacy(Wan, 2000). Trust can lead to positive feelings towards the online seller, and in turn can increase intention to revisit and purchase from the site (Chiu et al. 2009). Engaged people are generally those visiting the site frequently, spend substantial time on the site, and have many page views (Calder, Malthouse, and Schaedel 2009). The relationship of live streaming, and perceived values (customer hedonic, utilitarian, and symbolic value), trust, and engagement intention will be tested by conducting the survey with about 400 online shoppers. The data will be analyzed using the structural equation modeling. Results are expected to provide implications for the use of live streaming for online shopping. The study aims to examine the process underlying the effects of livestreaming on consumer trust and engagement. Livestreaming has potentials to bridge the gap between traditional and online shopping, allowing sellers and shoppers distant in space to interact and smoothening the online shopping experiences.

검도 지도자-참가자의 LMX와 지도자 신뢰, 운동만족, 운동몰입 및 지속적 운동의도의 구조적 관계

검도 지도자-참가자의 LMX와 지도자 신뢰, 운동만족, 운동몰입 및 지속적 운동의도의 구조적 관계

CSR이 기업이미지, 고객신뢰, 그리고 행동의도에 미치는 영향 : 안전활동의 실증적 분석

CSR이 기업이미지, 고객신뢰, 그리고 행동의도에 미치는 영향 : 안전활동의 실증적 분석

Understanding of Antecedents to Achieve Customer Trust and Customer Intention to Purchase E-Commerce in Social Media, an Empirical Assessment

<p>This study aims to analyze empirically three factors antecedents of trust they are system quality, information quality, and service quality. Customer trust is used in determining customer intention to purchase of e-commerce in social media (facebook). A number of respondents were 451. The results of this study concluded that three factors antecedents of trust directly had a positive impact to customer trust and indirectly had positive impact on customer intention to purchase in e-commerce transactions on social media.</p>