Research on consumer trust and satisfaction in mobile commerce

Abstract

Trust and satisfaction are essential ingredients for success business relationships in mobile commerce. Yet there is little research on trust and satisfaction in mobile commerce that takes a longitudinal approach. Based on the technology acceptance model, self-perception theory and expectation-confirmation theory, this study builds a two-stage theoretical model of consumer trust and satisfaction in the context of mobile banking, and discusses the effects on consumer trust on usage, perceived usefulness and perceived ease of use in the usage phase, the feedback effects of usage on perceived usefulness, perceived ease of use and confirmation and the evaluations mechanisms in the post-usage phase. The empirical results indicate that trust has influence on usage, perceived usefulness and perceived ease of use, usage has significant feedback on perceived usefulness, perceived ease of use and confirmation, confirmation has positive impacts on perceived usefulness and perceived ease of use, and users' evaluations have significant impact on satisfaction.