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1 – 10 of over 2000
Article
Publication date: 8 August 2019

Sajid Mohy-Ul-Din, Sarminah Samad, Mohsin Abdur Rehman, Mirza Zaar Ali and Usman Ahmad

This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of…

Abstract

Purpose

This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of service-provider expertise.

Design/methodology/approach

The data for this study were collected from 385 takaful policyholders from Lahore and Islamabad, Pakistan. The relationship is estimated with PLS-SEM using the bias-corrected bootstrapping method.

Findings

For paths 1 and 2, the results suggest a significant positive relationship between institutional trust, dispositional trust, service provider expertise and trust in takaful products. Results for the bias-corrected bootstrapping model revealed that service provider expertise mediates the relationship between intuitional trust, dispositional trust and trust in takaful products.

Research limitations/implications

Data were collected from provincial and federal capital cities of Pakistan where institutional setting is much much as compared to other cities

Practical implications

From the managerial perspective, the dispositional trust would help them in choosing appropriate marketing strategy, segmentation, new product development, targeting and positioning to increase penetration. At the same time, takaful companies need to improve their expertise, knowledge and information-sharing mechanism for fostering overall consumer perception of trust in takaful products.

Social implications

Insurance, conventional or Islamic, is meant to transfer risk to the third party. Regulators need to improve overall institutional factors because improvement will strengthen the trust level of the general public. Stringent institutional settings act as a sense of strong structural assurance and situational normality. A rise in trust level would induce people to purchase more policies and carry on risky investments that would ultimately result in higher economic growth.

Originality/value

To the best of the authors’ knowledge, no empirical study has been conducted to examine the impact of institutional and dispositional trust on trust in takaful products with the mediating effect of service provider expertise

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 12 no. 4
Type: Research Article
ISSN: 1753-8394

Keywords

Article
Publication date: 6 September 2016

Lin Xiao, Zixiu Guo, John D’Ambra and Bin Fu

Although recent years have shown increasing popularity of e-commerce worldwide, there is still a lack of studies comprehensively exploring trust issue in e-commerce. Based…

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Abstract

Purpose

Although recent years have shown increasing popularity of e-commerce worldwide, there is still a lack of studies comprehensively exploring trust issue in e-commerce. Based on trust transfer theory and signaling theory, the purpose of this paper is to present an integrated research model to test the relationships between trust dimensions and e-loyalty, interactions among trust dimensions, as well as antecedents of different trust dimensions.

Design/methodology/approach

Data were collected through a web-based survey in Chinese markets and structural equation modeling with partial least squares was used to analyze the data.

Findings

The results identified that three trust dimensions all have significant impacts on e-loyalty, and relationships existed in different trust dimensions. Moreover, information quality and security protection are important factors determining institutional trust while store reputation is the most salient factor determining interpersonal trust.

Originality/value

This research contributes to the body of knowledge on trust by exploring the nature of trust with a multidimensional scale. Another theoretical contribution is the provision of a comprehensive understanding of the trust antecedents in e-commerce. Furthermore, this research benefits the companies doing e-businesses by allowing them to better understand how to improve consumers’ trust in the online environment and thus to retain and attract more loyal customers and succeed in online businesses.

Article
Publication date: 21 August 2017

Rizqa Nulhusna, Puspa Indahati Sandhyaduhita, Achmad Nizar Hidayanto and Kongkiti Phusavat

This paper aims to answer a major challenge in the success of electronic government (e-government) implementation, viz., public participation via continual use intention…

1434

Abstract

Purpose

This paper aims to answer a major challenge in the success of electronic government (e-government) implementation, viz., public participation via continual use intention and electronic word-of-mouth (eWoM). This study tries to provide some control by examining the impact of e-government quality on public trust and with continual use intention and eWoM. This study adopts the eminent information systems (IS) success model and expands the trust dimension into a multi-dimensional trust.

Design/methodology/approach

Data were collected using questionnaires distributed among e-government service users in Indonesia. In total, 293 respondents were analysed using structural equation modelling (SEM).

Findings

Of the three IS success factors, namely, systems quality, information quality and service quality, the former two are found to have significant correlation with trust. Dispositional trust has a substantial relationship with institutional trust and interpersonal trust, whereas institutional trust has a significant correlation with interpersonal trust. Institutional trust exhibits direct relationship with continual use intention and eWoM, whereas interpersonal trust has a significantly correlation with only continual use intention.

Research limitations/implications

This study suggests that it is plausible that user satisfaction could act as an intermediary between service quality and trust or between service quality and continual use intention. Thus, further research studies to examine satisfaction factor and its correlation with public acceptance are encouraged.

Practical implications

Government agencies should focus on information quality and systems quality which have a significant relation with trust development. These should be more thorough and meticulous to provide complete, secure and easy-to-use e-government information. These should also facilitate eWoM because it plays an important role in disseminating e-government (services).

Originality/value

This research provides a deeper and more accurate grasp on how public participation of e-government can be improved via trust.

Details

Transforming Government: People, Process and Policy, vol. 11 no. 3
Type: Research Article
ISSN: 1750-6166

Keywords

Article
Publication date: 23 January 2007

Kyösti Pennanen, Tarja Tiainen and Harri T. Luomala

The purpose of this paper is to develop a value‐based framework for the consumer e‐trust building process.

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Abstract

Purpose

The purpose of this paper is to develop a value‐based framework for the consumer e‐trust building process.

Design/methodology/approach

The data collection procedure consisted of two steps. The first was a brief questionnaire measuring potential informants' personal values. From this pool of potential informants, 30 were recruited for the interviews: five security‐ and five excitement‐minded consumers from three fields of electronic commerce; electronic newspapers, electronic grocery shopping, and electronic healthcare services.

Findings

The findings of the study reveal two value‐based external factors in e‐trust building that consumers perceive as risks in e‐commerce, and three value‐based behavioral patterns in e‐trust building that informants adopt to reduce perceived risks and build trust in e‐commerce. Furthermore, findings of the current study suggest that e‐trust building process is different based on individuals' personal values.

Research limitations/implications

This study takes into account only two consumers' personal values, security and excitement, and ignores others. However, it identifies the role of the consumers' personal values in e‐trust building, and thus opens new perspectives for further e‐trust research. The study also identifies different strategies that consumers can use to build trust in e‐commerce.

Originality/value

This study opens new perspectives in e‐trust research by exploring the role of consumers' personal values in e‐trust building process. The study also provides new insights for other researchers to develop understanding on mechanisms that consumers use to build e‐trust.

Details

Qualitative Market Research: An International Journal, vol. 10 no. 1
Type: Research Article
ISSN: 1352-2752

Keywords

Article
Publication date: 12 August 2020

Xiao Zhang, Yun Wu and Wendy Wang

As fake information has become the norm on the internet, it is important to investigate how skepticism impacts an individual’s attitude toward word-of-mouth (eWOM). This…

Abstract

Purpose

As fake information has become the norm on the internet, it is important to investigate how skepticism impacts an individual’s attitude toward word-of-mouth (eWOM). This study examines eWOM skepticism via three dimensions: suspicion of motivation, suspicion of truthfulness and suspicion of identity. It investigates not only which of the three dimensions is more influential in eWOM situations but also the variations and relationships among these three. Furthermore, this study evaluates how an individual’s dispositional trust and perceptions regarding structural assurance can impact each dimension, which in turn affects the assessment of the eWOM messages’ credibility.

Design/methodology/approach

Using an online scenario-based survey, data were collected via Amazon Mechanical Turk from 195 participants in the U.S. PLS and cluster analysis were used to analyze the data.

Findings

The results reveal that the suspicion of identity play a major role in message credibility assessment and that people who are naturally less likely to trust others also hold higher suspicion of motivation and truthfulness. Further, structural assurance has significant negative effects on all three dimensions.

Practical implications

The findings highlight the importance of enhancing the protective measures on eWOM platforms and call for stricter regulations to prevent organizations from adopting deceptive eWOM propagandas.

Originality/value

This research contributes to the literature by exploring the impact of skepticism on eWOM message credibility assessment and helping to validate this newly created construct by considering eWOM skepticism as a formative construct.

Details

Journal of Information, Communication and Ethics in Society, vol. 19 no. 1
Type: Research Article
ISSN: 1477-996X

Keywords

Article
Publication date: 1 September 2004

Natalie Ferres, Julia Connell and Anthony Travaglione

Research into interpersonal trust within organisational contexts tends to concentrate on managers as a referent, largely ignoring the potential social benefits of trust

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Abstract

Research into interpersonal trust within organisational contexts tends to concentrate on managers as a referent, largely ignoring the potential social benefits of trust amongst co‐workers. Hence, the aim of this study is to investigate the influence of co‐worker trust on selected organisational perceptions and attitudes. Results provided empirical support for the fundamental role of co‐worker trust. Co‐worker trust was found to be a significant predictor of perceived organisational support, lowered turnover intention, and greater affective commitment. In view of these results, it is suggested that there may be opportunities for organisations to improve individual and organisational effectiveness by engendering trust throughout peer levels.

Details

Journal of Managerial Psychology, vol. 19 no. 6
Type: Research Article
ISSN: 0268-3946

Keywords

Article
Publication date: 10 October 2008

Sonja Grabner‐Kräuter and Rita Faullant

This study seeks to investigate the role of internet trust as a specific form of technology trust in the context of internet banking. Furthermore, the integration of…

12878

Abstract

Purpose

This study seeks to investigate the role of internet trust as a specific form of technology trust in the context of internet banking. Furthermore, the integration of propensity to trust within the hierarchical structure of personality and its applicability to technological systems are investigated.

Design/methodology/approach

The approach takes the form of an empirical study with 381 bank customers in Austria (adopters and non‐adopters) and the use of a basic model of the adoption of internet banking with structural equation modelling (SEM).

Findings

The results confirm the influence of internet trust on risk perception and consumer attitudes towards internet banking. Propensity to trust is a determinant not only for interpersonal relationships but also for trust in technological systems.

Research limitations/implications

This is not a representative study. Future research is encouraged to systematically investigate further facets of the personality structure in trust and adoption research, as well as to test interaction effects of psychological determinants (from the study) and external stimuli (web site characteristics).

Practical implications

Making the internet banking interface for the customer more attractive and easier to navigate is not enough to increase the adoption rate of internet banking. Trust‐creating activities to increase internet trust and to diminish perceived risk must be continuously pursued. Propensity to trust is an important determinant in the fruitfulness of these actions.

Originality/value

The paper presents the conceptualization of internet trust as a specific form of technology trust, and its pivotal role in the adoption process of internet banking, together with the extension of the propensity to trust concept to technological systems.

Details

International Journal of Bank Marketing, vol. 26 no. 7
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 1 October 2003

Julia Connell, Natalie Ferres and Tony Travaglione

The recent growth in the trust literature indicates that both researchers and practitioners are continuing to recognise its importance as a factor for determining…

7671

Abstract

The recent growth in the trust literature indicates that both researchers and practitioners are continuing to recognise its importance as a factor for determining organisational success and the well‐being of employees. Trust is, however, a complex, multidimensional construct that has generated much debate concerning how trusting relationships might be created. The aim of this paper is to add to current debates by reporting on a study concerning trust within manager‐subordinate relationships within a large Australian organisation. The annual staff survey for this organisation indicated that levels of trust in managers were very low, leading the authors to investigate the predictors and outcomes of this situation. Focus group and survey questionnaire results led to the finding that perceived organisational support, procedural justice and transformational leadership were significant predictors of trust in managers and that turnover intent and commitment were significant outcomes. The implications of these findings for researchers and practitioners are discussed.

Details

Personnel Review, vol. 32 no. 5
Type: Research Article
ISSN: 0048-3486

Keywords

Article
Publication date: 2 October 2007

Jari Salo and Heikki Karjaluoto

The purpose of this paper is to show that trust is an important factor for successful online transactions. Although the importance of trust has been examined from various…

11974

Abstract

Purpose

The purpose of this paper is to show that trust is an important factor for successful online transactions. Although the importance of trust has been examined from various perspectives, the studies on online trust have been fragmented in nature and are still in their infancy.

Design/methodology/approach

This paper explores factors that affect the formation of end‐user trust in online environments. The study proposes a conceptual framework, which categorises the affecting elements under internal and external factors affecting end‐user trust formation.

Findings

The results suggest that the actual outcome of trust‐enhancing methods in online environments should be the development of long‐term trusted customer relationships.

Research limitations/implications

More empirical research efforts need to be directed to study trust in online environments. This study is conceptual and qualitative in nature, which is its main limitation.

Practical implications

Companies operating in the online environment should focus their attention on the trust formation process and its management as well as creating and managing their relationships with important third parties.

Originality/value

The study is significant for two reasons. First, it synthesises online trust literature and, second, it presents an integrative trust model.

Details

Online Information Review, vol. 31 no. 5
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 1 April 1996

William Ross and Jessica LaCroix

The present paper reviews the research literature on trust in bargaining and mediation. Several models of trust within the bargaining process are also described. It is…

3912

Abstract

The present paper reviews the research literature on trust in bargaining and mediation. Several models of trust within the bargaining process are also described. It is concluded that trust means different things, depending upon the relationship under investigation. Trust among negotiators can refer to a personality trail (how trusting a negotiator is of others) or to a temporary state. Within the state perspective, trust often refers to one of three orientations: (1) cooperative motivational orientation (MO), (2) patterns of predictable behavior, (3) a problem‐solving orientation. Trust between a negotiator and constituents usually refers to a cooperative MO (i.e., shared loyalty) between these two groups. The addition of a mediator can impact both the opposing negotiators' relationship and each negotiator‐constituent relationship; the mediator also has direct and indirect relationships with the parties and their constituents. Future directions for research on trust are identified.

Details

International Journal of Conflict Management, vol. 7 no. 4
Type: Research Article
ISSN: 1044-4068

1 – 10 of over 2000