On-line trust: concepts, evolving themes, a model

Corritore, Cynthia L.; Kracher, Beverly; Wiedenbeck, Susan

doi:10.1016/s1071-5819(03)00041-7

Cited by 926 publications

(662 citation statements)

References 67 publications

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“…Trust is positioned on our model between cognitive elements of efficiency and effectiveness, and the affective element of enjoyment. As already elaborated, Komiak and Benbasat (2006) found trust to have both cognitive and affective elements as related to website design, and supports the earlier work by Corritore et al (2003).Hypothesis 6: Higher levels of Perceived Interactivity of the website will predict higher levels of Trust.Related to TRA, the development of trusting beliefs will result in behavioral intention (Gefen et al, 2003;McKnight et al, 2002). It is already established in the literature that consumer trust in a website is fundamental to e-loyalty, including online purchase intentions (Flavián et al, 2006;Gefen, 2000) and willingness by consumers to buy from an online vendor (Flavián et al, 2006;Gefen et al, 2003;Pavlou, 2003).…”

supporting

confidence: 81%

Perceived interactivity leading to e-loyalty: Development of a model for cognitive–affective user responses

Cyr

Head

Ivanov

2009

International Journal of Human-Computer Studies

272

218

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A B S T R A C T 1Novel applications of website interactivity are important to attract and retain online users. In this empirical study five designs for interactivity are examined using different web-poll interfaces. The goal of the investigation is to examine perceived interactivity in a model which includes most commonly tested cognitive elements such as efficiency and effectiveness, but augments this model with the inclusion of a cognitive-affective element for trust, and an affective element of enjoyment. More specifically, a model is created to validate the relationship of perceived interactivity (comprised of user control, user connectedness, and responsiveness of the web-poll application) to efficiency, effectiveness, trust and enjoyment, of the website. In turn, efficiency, effectiveness, trust, and enjoyment are tested for their influence on user behavioral intentions for e-loyalty. All relationships in the model are supported. In addition, exploratory evaluation of qualitative comments is conducted to investigate additional insights between the five web poll treatments in this investigation. The research confirms the complexity of a model in which cognitive, cognitive-affective and affective elements are present, and advances knowledge on the consequences of perceived interactivity. In additional to theoretical advancements, the research has merit for web designers and online marketers regarding how to enhance interactive online web applications. K E Y W O R D Sperceived interactivity, e-loyalty, web-poll design . IN T R O D U C T IO NDespite the potential for interactivity provided by the Internet, little attention has been paid to how interactivity might be more fully utilized (Johnson et al., 2006). Rice (1984) defined interactivity as the capability of a computer-enabled communication system that permits exchange of roles between the sender and receiver in real or delayed time so that communicators have more control over the structure, pace, and content of the communication.Although interactivity has numerous dimensions, a common theme is that the website successfully provides information to the user, is perceived as responsive, and allows a sense of connection -often with other users. While previous research has aimed to conceptually unravel contributing factors to interactivity, there is relatively little empirical work that systematically examines the consequences of interactivity. There are some exceptions. Jiang 1 An earlier version of this paper was accepted for presentation at the Sixth Pre-ICIS HCI Research in MIS Workshop (HCI/MIS'07), Montreal, 2007. The authors sincerely appreciate the suggestions of three anonymous reviewers. 3and Benbasat (2007) examined interactivity related to purchase intention and intention to return to the website. Johnson et al. (2006) developed a platform on a website for an herbal antidepressant that allowed users to know through an 'at-a-glance' X-Y plot diagram how many other users found the product useful, at what dosages, and for how long. Users could click...

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supporting

confidence: 81%

Perceived interactivity leading to e-loyalty: Development of a model for cognitive–affective user responses

Cyr

Head

Ivanov

2009

International Journal of Human-Computer Studies

272

218

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“…Smith (2001) revealed that easy to navigate, dependable distribution systems, efficient website, and the value of products or services influenced customer e-loyalty (Olson & Boyer, 2005). Due to the good website quality, Stanford, Tauber, Fogg, and Marable (2002) found that e-customers are more likely to access a given website accordance with good accessibility and attractive image of website (Corritore et al, 2003). The findings showed that perceived usefulness impacts customer loyalty of e-shopping (Shih, 2004).…”

Section: Discussionmentioning

confidence: 99%

“…Trust is defined as an act of a trustor (Corritore, Kracher, & Wiedenbeck, 2003), however, trustworthiness is acknowledged as the characteristics of trustees that are worthy to trust (Rusman, Van Bruggen, & Koper, 2007). According to Serva, Benamati, and Fuller (2005), trustworthiness leads to trust and both of these are not similar but are linked with each other (Akter, D'Ambra, & Ray, 2011).…”

Section: Trustworthinessmentioning

confidence: 99%

“…CTT, generally, is developed by Morgan and Hunt (1994), which assigns trust and commitment as mediator. CTT has been applied in e-tourism (Kim, Chung, & Lee, 2010), e-banking (Lii, 2009), and e-commerce (Chen et al, 2010), and user behavior of computer (Corritore et al, 2003). In CTT, trust and commitment are closely linked and build up strong relationship among sellers and buyers (Mukherjee & Nath, 2007).…”

Section: Commitment-trust Theory (Ctt)mentioning

confidence: 99%

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Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

2014

CUBR

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The rapid growth of online shopping has led to inspire customer e-loyalty among Malaysians, especially living in this digital environment. Commitment-trust theory is applied as the theoretical base to explain the factors influencing customer e-loyalty. The primary objective of this study is to investigate the direct impact of customer interface quality, service quality (SERVQUAL), website quality, technology acceptance factors, and technology trust on customer e-loyalty. This study also aims to examine the indirect effect of independence variables on customer e-loyalty through the effects of trustworthiness. SmartPLS 2.0 (M3) is applied as analytical tool to study the impact. A survey is conducted with 395 respondents who had online purchase experience. The findings indicated that customer interface quality, SERVQUAL, website quality, technology acceptance factors, and technology trust have positive impact on customer e-loyalty. Additionally, trustworthiness is used as mediator exclusive of SERVQUAL. Several implications of the findings, limitations of the study, and recommendations for future research are highlighted.

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“…Lowering perceived risks associated with online transactions as well as maintaining transaction trust is vital keys to attracting and retaining customers [7]. The quality elements of the e-service are expected to affect e-trust directly [8], because they represent trust cues that convey the trustworthiness of the site and the system to customers [9].The authors in [10] found that trust, habit and reputation have a significant influence on customer loyalty towards individual Internet banking websites, and in an investigation by [11] service quality, e-satisfaction, and e-trust have a strong direct effect on e-loyalty. The authors in [12] also investigated trust and switching costs as a way to build e-loyalty in Internet markets.…”

Section: Literature Reviewmentioning

confidence: 99%

Investigating the Determinants of e-Banking Loyalty for Large Business Customers: Two Empirical Models

Fragata¹,

Moustakas²

2013

JOEBM

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Abstract-The current research paper proposes two models for the determinants of E-banking Loyalty for large business customers. The results demonstrated that five main quality dimensions were identified for the e-banking portals: assurance, reliability, convenience and quality monitoring by the financial director of the company. The results also confirm that e-banking quality has a strong impact on e-banking loyalty via the mediating effect of e-trust and switching costs have strong a impact on e-banking loyalty. Further our findings also suggest that interpersonal relationships generated between the bank manager and the decision maker of the company have a strong impact on the perceptions of service quality in online banking, and will also affect positively E-Banking Loyalty.

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On-line trust: concepts, evolving themes, a model

Cited by 926 publications

References 67 publications

Perceived interactivity leading to e-loyalty: Development of a model for cognitive–affective user responses

Perceived interactivity leading to e-loyalty: Development of a model for cognitive–affective user responses

Antecedents of Customer E-loyalty With the Effect of Trustworthiness in Malaysia Context

Investigating the Determinants of e-Banking Loyalty for Large Business Customers: Two Empirical Models

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