To read this content please select one of the options below:

Investigation of psychological dimensions of trust on e-loyalty: A case of Saudi Arabia consumers

Afshan Azam (College of Business Administration, Dar Al Uloom University, Riyadh, Kingdom of Saudi Arabia.)

Journal of Islamic Marketing

ISSN: 1759-0833

Article publication date: 8 June 2015




The purpose of this paper is to integrate extant literature on psychological dimensions and trust to develop a model of consumer e-loyalty.


This paper develops four important psychological-based factors impacting consumer trust and e-loyalty: perception-based, experience-based, knowledge-based and attitude.


The results of this paper propose that perception-based and experience-based factors are the main determinants of consumer trust and e-loyalty in e-retailing. Consumers do consider information practices.

Research limitations/implications

This paper has attempted to shed some light on the psychological antecedents of consumer trust in e-retailing but still missed some important antecedents for example personality. An option for “not applicable” as an answer choice was not provided in the survey instrument. It is hard for a participant to provide accurate information about his/her past experience that happened three months ago in a self-reported method.

Practical implications

From a theoretical perspective, the psychological-based consumer trust decision-making model provides a holistic view of an online consumer’s purchase decision-making process and e-loyalty. From a practical standpoint, the paper identified a number of potentially important psychology determinants of consumers’ trust in a website and empirical evidence concerning the relative impact of each of these determinants on consumers’ trust and e-loyalty.


To date, this is the first research that has been conducted to analyse psychological dimensions of trust in e-retailers and its influence on e-loyalty by using partial least squares in Saudi Arabia e-commerce research.



This paper received lots of benefits from the comments of the editor and the anonymous reviewers. The author would like to thank the anonymous reviewers, especially the editor, for the valuable comments and necessary suggestions that have helped to give more clarity to this paper.


Azam, A. (2015), "Investigation of psychological dimensions of trust on e-loyalty: A case of Saudi Arabia consumers", Journal of Islamic Marketing, Vol. 6 No. 2, pp. 224-249.



Emerald Group Publishing Limited

Copyright © 2015, Emerald Group Publishing Limited

Related articles