Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

Din, Badariah Haji; Shamim, Amjad; Suki, Norazah Mohd; Ahmad, Mazida; Abid, Muhammad Farrukh; Patwary, Ataul Karim; Abbasi, Amir Zaib

doi:10.1108/sjme-07-2022-0159

Cited by 12 publications

(4 citation statements)

References 114 publications

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“…(2) Challenging Assumptions: Notably, the research challenges some established assumptions in the literature. For instance, it finds no significant relationship between perceived website quality and consumer trust, challenging the conventional belief that a well-designed website directly leads to enhanced trust (Saoula et al, 2023;Kurniawati et al, 2022). Furthermore, the research challenges the widespread assumption that the perceived Privacy/Security of online transactions significantly influences consumer online trust, thereby contrasting with the beliefs commonly held by scholars such as (Martínez-Navalón, 2023;Vasanthakumar, 2023).…”

Section: Theoretical Contributionsmentioning

confidence: 92%

Analyzing The Factors Affecting Online Trust in B2C E-commerce and Its Impact on Purchase Intention in Egypt

Elsaeed,

Elsamadicy,

Negm

et al. 2024

The Academic Journal of Contemporary Commercial Research

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This study investigates the determinants of e-commerce trust among Egyptian consumers, including privacy, security, vendor reputation, website quality, deterrence, experience, and social factors, and adopts the Technology, Organization, Environment (TOE) and technological-personal-environmental (TPE) frameworks. Addressing a significant research gap in the academic literature, particularly regarding e-commerce trust in Egypt, the study employs a quantitative approach to analyze the factors impacting consumers' e-commerce acceptance. A total of 386 self-administered questionnaires were distributed, collected, and analyzed using the Statistical Package for Social Science (SPSS) version 20, with multiple regression analysis employed to test hypotheses. Findings reveal that perceived vendor reputation, social influences, deterrence, and knowledge and experience influence trust in the online vendor, while perceived website quality and privacy were found to be insignificant. The implications of these findings provide practitioners with insights to develop strategies for enhancing trust and business growth in the Egyptian e-commerce market. This research contributes to understanding Egyptian consumers' e-commerce behavior, addressing the need for digitization in developing societies, and adding to the literature on e-commerce usage in such contexts.

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Section: Theoretical Contributionsmentioning

confidence: 92%

Analyzing The Factors Affecting Online Trust in B2C E-commerce and Its Impact on Purchase Intention in Egypt

Elsaeed,

Elsamadicy,

Negm

et al. 2024

The Academic Journal of Contemporary Commercial Research

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“…For instance, Movahedisaveji and Shaukat (2020) found that the ease of using B2C mobile apps affects users' trust. Another study by Saoula et al (2023) into the field of online shopping demonstrated that users' perception of ease of use impacts their perception of quality, impacting their trust when they shop online. Furthermore, an investigation of Su et al (2022) into the intention to use of mobile based food deliver apps showed that users' perception of ease of use positively impacts users' trust.…”

Section: Perceived Ease Of Usementioning

confidence: 99%

“…As businesses and policymakers increasingly recognise the importance of green-tech products, they are poised to play a substantial role in fostering sustainable consumer behaviour and nurturing a more eco-conscious society. In this context, variables such as perceived ease of use, perceived usefulness, perceived security, perceived delivery, perceived trust and behavioural intention to use green-tech products are pivotal in shaping and understanding consumer behaviour, as they profoundly influence the decision-making process related to adopting these eco-friendly technologies (Saoula et al ., 2023; Almaiah et al ., 2022).…”

Section: Literature Reviewmentioning

confidence: 99%

Behavioural intention of consumers to use app-based shopping on green tech products in an emerging economy

Ahmed,

Ashrafi,

Paraman

et al. 2023

IJQRM

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PurposeThe purpose of this research article is to explore the behavioural intention of consumers to use app-based shopping for green-tech products in the emerging economy of Bangladesh. The study investigates the indirect effects of perceived ease of use, usefulness, perceived delivery and perceived security on the behavioural intention to use app-based shopping for purchasing green-tech products by considering the mediating role of perceived trust.Design/methodology/approachA quantitative research approach was applied to collect data from the respondents who had previously used app-based shopping for green-tech products in Bangladesh. An online, self-administered survey questionnaire was used to collect data from 348 respondents. The survey data was analysed using SmartPLS-4 to measure the reliability and validity of the constructs. In addition, partial least squares structural equation modelling (PLS-SEM) was employed to test the research model and hypotheses.FindingsThe study's results reveal that perceived usefulness, ease of use, security and delivery positively and significantly influence perceived trust, leading to a higher behavioural intention to use app-based shopping for green-tech products. Additionally, perceived trust significantly mediates the relationship between the behavioural intention to use app-based shopping and perceived usefulness, perceived ease of use, perceived security and perceived delivery.Practical implicationsThe study's findings have important implications for app-based shopping services to support customers interested in purchasing green-tech products in an emerging economy. The results also indicate that green-tech product companies must adopt new service delivery channels and ensure consumers' convenience and cost and time savings. The present research findings suggest that green-tech product companies need to ensure that they integrate digital technologies into their services for secure and timely delivery of products, improving customer convenience.Originality/valueThe study's findings can be insightful for app-based shopping service providers to foster their businesses by focussing on developing a positive trust perception in the consumer's mind, leading to a positive intention to use the app-based shopping services. The present study will enrich the current literature by investigating how consumers' perceived trust affects their behavioural intention to use app-based online shopping for purchasing green-tech products. It will also expand the existing knowledge on app-based shopping by exploring how perceived delivery impacts perceived trust, which subsequently affects customers' intentions to adopt the purchase of green-tech products.

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“…In addition, rising customer demand for ease of use is recognized due to socio-economic change, technical advancement, and increased competitiveness in corporate contexts, whether online or offline (Seiders et al, 2007;Alaimo et al, 2022). The perception of customers' ease of use in purchasing can enhance the trust in a particular online platform and the likelihood to continue engaging in future buy transactions (Saoula et al, 2023). Customers tend to refrain from utilizing a technologyenabled system that presents challenges in terms of comprehension (Silitonga et al, 2020).…”

Section: Ease Of Use In M-banking Apps Toward Brand Trustmentioning

confidence: 99%

Moderating Effect of M-Banking Apps Users' Demographic Variables on the Relationship between the Ease of Use and Brand Trust

Rahat Khan,

Kumar Roy

2023

EJOBSAT

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The study aimed to determine the impact of m-banking apps' ease of use on brand trust, including the moderating effect of users' demographic factors on that relationship. The research was quantitative, where 400 samples were selected based on simple random sampling. The participants were m-banking app users based on their availability and popularity and concentrated on the Dhaka division. The collected data were processed through the SPSS V23 and SmartPLS. Structural equation modeling (SEM) was run to test the hypothesis. The study revealed a positive significant impact of m-banking apps' ease of use on brand trust. In addition, gender and age had a moderating effect on the relationship between ease of use and brand trust, especially the male and older class groups who had strong brand trust at the high level of m-banking apps' ease of use.

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Building e-trust and e-retention in online shopping: the role of website design, reliability and perceived ease of use

Cited by 12 publications

References 114 publications

Analyzing The Factors Affecting Online Trust in B2C E-commerce and Its Impact on Purchase Intention in Egypt

Analyzing The Factors Affecting Online Trust in B2C E-commerce and Its Impact on Purchase Intention in Egypt

Behavioural intention of consumers to use app-based shopping on green tech products in an emerging economy

Moderating Effect of M-Banking Apps Users' Demographic Variables on the Relationship between the Ease of Use and Brand Trust

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