2006
DOI: 10.1016/j.im.2005.01.002
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The role played by perceived usability, satisfaction and consumer trust on website loyalty

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citations
Cited by 1,226 publications
(907 citation statements)
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References 79 publications
(91 reference statements)
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“…On line shopping managers should take into account that both customer satisfaction and trust are required because both will influence commitment and loyalty. Previous research [13], [19], [23] has pointed out that ease of use, information content, innovation, security protection, customer service, transaction and delivery process are factors that will influence on-line satisfaction. Thus, creating and maintaining satisfaction through its antecedents is an appropriate and necessary strategy for establishing customer satisfaction.…”
Section: Discussionmentioning
confidence: 99%
See 1 more Smart Citation
“…On line shopping managers should take into account that both customer satisfaction and trust are required because both will influence commitment and loyalty. Previous research [13], [19], [23] has pointed out that ease of use, information content, innovation, security protection, customer service, transaction and delivery process are factors that will influence on-line satisfaction. Thus, creating and maintaining satisfaction through its antecedents is an appropriate and necessary strategy for establishing customer satisfaction.…”
Section: Discussionmentioning
confidence: 99%
“…Eloyalty expresses customer favorable attitude toward an ecommerce website that predisposes the customer to repeat buying behavior [22]. Loyal customer always have intention to buy from website and not switch to another web site [23]. Tam [24] also stated that loyal customers always spread favorable messages about their service provider and recommend new customers to the company.…”
Section: A Customer Loyaltymentioning
confidence: 99%
“…Honesty is the belief that a party will keep his or her word, fulfil promises and be sincere. Benevolence is the belief that one of the parties is interested in the wellbeing of the other without intention of opportunistic behaviour and is motivated by a search for a mutually beneficial relationship (Flavián et al, 2006). Both are important to lift-share contexts as users express concerns about liftoffers being undertaken as agreed (honesty) and that the other party will not exploit the lift-share context (benevolence).…”
Section: Lift-share Trust and Communitymentioning
confidence: 99%
“…Given the study's interest in generalised trust, two items were derived from the generalised trust scale which is widely recognised (Mannemar Sonderskar, 2001): most people at this campsite would try to be fair; most of the time people at this campsite try to be helpful. Exploratory research indicated the trust sub-latents of honest and benevolence were relevant to the mobile app scenario, therefore a further three items were adapted from Flavián et al (2006) to a campsite setting: people staying at this campsite would not deliberately try to take advantage of the campsite community; people staying at this campsite would not compromise the wellbeing of other visitors; I think I can have confidence in people staying at this campsite to keep promises made. Sense of community and trust items were measured using 5-point Likert-type scale questions (strongly agree to strongly disagree).…”
Section: Questionnaire Design and Latent Variablesmentioning
confidence: 99%
“…However, it has been widely used for evaluating the usability of computer programs and related technology; these include trust of web-based services (Artz & Gil, 2007;Flaviá n, Guinalí u, & Gurrea, 2006;Roy, Dewit, & Aubert, 2001) and collaborative computing systems (Thirunarayan, Anantharam, Henson, & Sheth, 2010). Trust has been defined differently by researchers depending on the entity to be trusted, the definition of the entity, and user characteristics (Lee & See, 2004).…”
Section: Definition and Impact Of Trustmentioning
confidence: 99%