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Chen, Sandy C.; Dhillon, Gurpreet

doi:10.1023/a:1022962631249

Cited by 378 publications

(52 citation statements)

References 49 publications

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“…Becerra and Korgaonkar (2011), in their study on antecedents of E-Commerce in the united Arab Emirates found out that trust in the vendor was their most influential determinant of re-purchase intention. Trust in the vendor extends beyond the beautiful images of the products in the E-commerce platform (Chen & Dhillon, 2003), but delivery of the product to the consumer in the specification and quality that was displayed in the platform. Another dimension of the trust, is the ability of the vendor to execute the sale deal as stipulated in the terms and conditions displayed on the platform.…”

Section: Literature Reviewmentioning

confidence: 99%

Effect of Vendor Characteristics and Relationship Quality on Consumer Re-Purchase Intention in the B2C E-Commerce in Yemen

Hadi¹,

Hadi²,

Abdulrab³

2019

IJRBS

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This study attempted to establish the relationship between vendor characteristics and relationship quality on consumer B2B E-commerce in Yemen. E-commerce is gaining a lot of attention especially in the Arabian world, as such we formulated and tested a model to explain B2C user repurchase intention from the perspective of relationship quality. The model was empirically tested through a survey conducted in Yemen. Results showed that online relationship quality and perceived website usability positively impacted customer repurchase intention. Moreover, online relationship quality was positively influenced by perceived vendor expertise in order fulfillment, perceived vendor reputation, and perceived website usability. Trust in vendor behavior predominantly influenced online relationship quality and subsequent purchase intention. Implications of these findings are discussed.

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Section: Literature Reviewmentioning

confidence: 99%

Effect of Vendor Characteristics and Relationship Quality on Consumer Re-Purchase Intention in the B2C E-Commerce in Yemen

Hadi¹,

Hadi²,

Abdulrab³

2019

IJRBS

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“…In essence, consumers simply do not trust most Web providers enough to engage in relationship exchanges with them. It is witnessed that trust plays an important role and hence increases in the level of trust directly and positively affect trusting attitudes which in turn impact on the intention for e-shopping (Chen & Dhillon, 2003).…”

Section: Trusting Beliefsmentioning

confidence: 99%

Vietnamese Consumers’ Intention to Use Online Shopping: The Role of Trust

Lan

Chen

2014

IJBM

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Because of online shopping characterized by facelessness and intangibility, consumers are often reluctant to engage in any forms of online transactions (Grabner-Kräuter & Kaluscha, 2003). Accordingly, trust has played a significant role and been considered as a consumers' essential condition to engage in E-commerce. The key objective of this study is to examine the role of trust in Vietnamese consumers' intention to use online shopping through empirically testing the integrated model of trust perspectives which are technology beliefs, trusting beliefs (consumers' trust in online shopping) and subjective norm beliefs. The result of this study indicates that 64.2% variance of consumers' intention to use online shopping is explained by technology beliefs, trusting beliefs and subjective norm beliefs among which, technology beliefs (typically is perceived usefulness) is the strongest influencing factor and is followed by trusting beliefs (typically is integrity of online vendor). Notably, this study also admits the role of subjective norm beliefs and their impact on Vietnamese consumers' intention to shop online. The findings of this study are noteworthy for both researchers and practitioners because of its contribution to theoretical and empirical perspectives.

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“…We established that (a) consumer trust involves two distinct facets: one relating to the web site and the other concerning Internet purchasing as a whole; (b) these trust dimensions influence its respective dimension of loyalty (e.g., trust in the company's web site influences repurchase intention from the site but not from the Internet as a whole); and (c) they should influence each other. While these dimensions of consumer online trust have been supported in previous research (Chen & Dhillon, 2003;Grabner-Krauter & Kaluska, 2003;Lee & Turban, 2001;McKnight, Choudhury, & Kacmar, 2002;Milne & Boza, 1999), their interrelationships have not been proposed and tested heretofore. However, in contrast with the confirmatory results related to the two first propositions, we found that trust in the company's site does not influence trust in Internet purchasing or vice-versa.…”

Section: Discussionmentioning

confidence: 83%

Perceptions of justice after recovery efforts in internet purchasing: the impact on consumer trust and loyalty toward retailing sites and online shopping in general

Santos

Fernandes

2011

BAR, Braz. Adm. Rev.

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The main goal of this paper is to extend the traditional theoretical model of service recovery to the online purchasing environment by investigating the impact of perceptions of justice after recovery efforts toward unsatisfactory Internet purchasing on customer trust and loyalty. The authors develop a theoretical model focusing on interrelationships among complaint handling evaluations, quality of prior experience, familiarity, trust, perceived value and loyalty. To test this model, 3,339 customers from all over Brazil who had been engaged in complaint processes about online purchases within the past 6 months answered an online questionnaire. Findings indicate that interpersonal treatment by the e-retailer improves consumer perceptions of the online recovery process. Consumer trust in the firm's website is strongly influenced by satisfaction with complaint handling, familiarity and the quality of prior experiences with the website, while consumer trust in Internet shopping is mainly affected by familiarity and the quality of prior experiences with Internet purchasing. These two dimensions of trust are distinct and represent discrete facets, as they do not impact each other. Moreover, repurchase intentions and word-of-mouth communication are influenced by consumer trust.

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Untitled

Cited by 378 publications

References 49 publications

Effect of Vendor Characteristics and Relationship Quality on Consumer Re-Purchase Intention in the B2C E-Commerce in Yemen

Effect of Vendor Characteristics and Relationship Quality on Consumer Re-Purchase Intention in the B2C E-Commerce in Yemen

Vietnamese Consumers’ Intention to Use Online Shopping: The Role of Trust

Perceptions of justice after recovery efforts in internet purchasing: the impact on consumer trust and loyalty toward retailing sites and online shopping in general

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