The role played by perceived usability, satisfaction and consumer trust on website loyalty

Flavián, Carlos; Guinalíu, Miguel; Gurrea, Raquel

doi:10.1016/j.im.2005.01.002

Cited by 1,261 publications

(989 citation statements)

References 79 publications

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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%

“…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%

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Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

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Abstract-The significant growth of online shopping makes the competition in this industry become more intense. Maintaining customer loyalty has been recognized as one of the essential factor for business survival and growth. The purpose of this study is to examine empirically the influence of satisfaction, trust and commitment on customer loyalty in online shopping. This paper describes a theoretical model for investigating the influence of satisfaction, trust and commitment on customer loyalty toward online shopping. Based on the theoretical model, hypotheses were formulated. The primary data were collected from the respondents which consists of 300 students. Multiple regression and qualitative analysis were used to test the study hypotheses. The empirical study results revealed that satisfaction, trust and commitment have significant impact on student loyalty toward online shopping.

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Section: Discussionmentioning

confidence: 99%

Section: A Customer Loyaltymentioning

confidence: 99%

Factors Influencing Customer Loyalty Toward Online Shopping

Pratminingsih¹,

Lipuringtyas²,

Rimenta³

2013

IJTEF

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“…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%

Lift-share using mobile apps in tourism: The role of trust, sense of community and existing lift-share practices

Dickinson

Filimonau

Cherrett

et al. 2018

Transportation Research Part D: Transport and Environment

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A B S T R A C TThis paper explores the use of mobile technology to enable lift-share in the leisure travel domain of camping tourism. Here mobile devices can connect a user community on the move undertaking non-routine trips and reveal temporal and spatial connections suggesting lift-share opportunities. Data were derived from a questionnaire survey (n = 339) administered at campsites in a rural tourism destination in Dorset, UK. Analysis focuses on the role of trust, sense of community and existing lift-share practices in willingness to engage in lift-share and other forms of share use of private vehicles using a mobile app. The findings indicate that previous experience of lift-share and sense of community both have a small effect, however, trust had no effect on the desire to lift-share. Analysis indicates trust is generated through community participation rather than being a precursor to taking part. Lift-share app developers and providers need to design strategies which build trust in the system using peer-to-peer ratings, where appropriate, and establishing user etiquette through user champions and visualising successful exchanges.

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“…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%

Impact of Indoor Location Information Reliability on Users’ Trust of an Indoor Positioning System

Wei

Bell

2012

Geographic Information Science

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Indoor positioning systems have been used as a supplement to provide positioning in settings where GPS does not function. However, the accuracy of calculated results varies among techniques and algorithms used; system performance also differs across testing environments. As a result, users' responses to and opinions of these positioning results could be different. Furthermore, user trust, most closely associated with their confidence in the system, will also vary. A relatively little studied topic is the effect of positioning variance on a user's opinion or trust of such systems (GPS as well, for that matter). Therefore, understanding how user interaction with such systems (through trust) changes is important for achieving more usable positioning system design. An experiment was designed to examine if the sequence of location accuracy will affect users' trust in an individual episode positioning result as well as the system overall. The simulated positioning system running on an iPad used for this experiment provides 10 priming positioning results at a specific category of accuracy.The accuracy is controlled and is presented as either 1. ACCURATE (within 5 meters of actual location), 2. INACCURATE (greater 15 meters), 0r 3. WRONG BUILDING (outside current building's footprint). After one set of these priming locations a series of 55 post-priming locations across the same categories in addition to 10 CONTINUOUS locations (with between 6 and 15 meters of error) were presented. At each experimental site participants located themselves using the simulated system and rated their trust for that location. Variables obtained from the experiment include: 1. Two types of trust at each location (positioning trust and system trust); 2. Spatial abilities, sense of direction, and ancillary survey data (user characteristics). Results show that users' trust varies iii among different accuracy categories and changes over time according to the system performance in association with their own characteristics. Specifically, the accuracy of the priming locations has an impact on users' trust of later results. Besides, users' trust in individual positioning results is quite variable and the variability is closely related to accuracy, while user trust of the overall system is less variable.iv ACKNOWLEDGMENTS

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The role played by perceived usability, satisfaction and consumer trust on website loyalty

Cited by 1,261 publications

References 79 publications

Factors Influencing Customer Loyalty Toward Online Shopping

Factors Influencing Customer Loyalty Toward Online Shopping

Lift-share using mobile apps in tourism: The role of trust, sense of community and existing lift-share practices

Impact of Indoor Location Information Reliability on Users’ Trust of an Indoor Positioning System

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