Does involvement matter in online shopping satisfaction and trust?

Abstract

Consumer involvement in online shopping can play a moderating role when explaining Web site effect on satisfaction and trust. This study proposes a set of hypotheses based on the Elaboration Likelihood Model (ELM) of persuasion, a conceptual model that explains the formation of individual attitudes that are prompted by central and peripheral cues. The model proposes the use of central signals when the buyer is highly involved and peripheral signals when the buyer is less involved. Nevertheless, the results of this study would suggest that these relationships are not so clearly defined in the case of online buying, which implies that certain assumptions associated with the ELM need to be revised to take the particularities of the online context into account.

Assessing Emotions Related to Privacy and Trust in Personalized Services

“…When referring to trust emotions are present [24]. Previous studies have showed that depending on the customers' involvement with an online vendor, factors such as satisfaction are decisive when fostering trust [25]. Taking into account that in order for personalized services to work, customers' involvement is needed and that satisfaction is closely related with emotions we propose that:…”

Shiny happy people buying: the role of emotions on personalized e-shopping

“…Image interactivity as a stimulating experience ➔ Pleasure trust, emotions are present (Young 2006), and while trust is related to other factors such as involvement and satisfaction (Chen and Chou 2012;Martín et al 2011), it is a distinct factor that may affect emotions both positively and negatively (Éthier et al 2006). Having to choose between a great number of options may create the fear of not being able to control one's behavior, or even regret for the products that were not eventually selected (Harrison et al 2006).…”

E-commerce Platform Acceptance

“…This agrees with Lee and Koubek (2010) who contend that applying usability principles in the web development process will assist businesses to attract more customers to their website, and their profits will be increased. Furthermore, several empirical studies (Cyr et al 2005;Lowry et al 2010;Martin et al 2011) confirm that integrating usability in the website will increase trust especially in online shopping, and this will increase consumers' confidence when buying from these websites.…”

“…Furthermore, IS/IT professionals from both Australia and Portugal acknowledged and confirmed that HCI and usability principles and guidelines are essential in the website development process, as they will increase businesses' profits and encourage users to revisit the website. For example, user satisfaction and sales in e-commerce shopping sites will increase because of the high usability of websites (Cho et al 2011;Martin et al 2011). As well, usability is used to improve the safety, utility, effectiveness, efficiency of systems in general and in the marketing websites in particular.…”