Search results

1 – 10 of 819
To view the access options for this content please click here
Article
Publication date: 15 June 2021

Muhammad Khalid Anser, Mosab I. Tabash, Abdelmohsen A. Nassani, Abdullah Mohammed Aldakhil and Zahid Yousaf

This study aims to investigate the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy. The current study…

Abstract

Purpose

This study aims to investigate the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy. The current study examined the mediation effect of e-trust in the connection between e-service quality and e-loyalty.

Design/methodology/approach

Cross-sectional design was applied for the purpose of data collection and empirical findings of the study. Survey method was used for the purpose of data collection from 783 online digital libraries users.

Findings

Results reveal that e-service quality positively predicts e-trust in digital economy. Moreover, in digital economy e-trust predicts the e-loyalty. The findings also reveal that e-trust mediates the relationship between e-service quality and e-loyalty links.

Originality/value

The finding of study suggested that individual level e-trust have a strong effect on e-loyalty in digital economy. Individual level aspects in term of e-service quality have a direct effect on e-trust to improve their e-loyalty. The finding indicated that digital libraries users in future will be more loyal toward e-service quality providers. The results are useful for the management of digital libraries and academia for future. This is the first study that includes e-service quality, e-trust and e-loyalty in the context of digital economy.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

Keywords

To view the access options for this content please click here
Article
Publication date: 29 October 2020

Şükrü Fırat Çiftçi and Beykan Çizel

The main purpose of this study is to investigate the factors affecting e-trust perception of tourists using Web-based travel intermediaries (WBTIs). Cognitive and…

Abstract

Purpose

The main purpose of this study is to investigate the factors affecting e-trust perception of tourists using Web-based travel intermediaries (WBTIs). Cognitive and affective attitude components are believed to be important in assessing the e-trust perception of tourists. However, this paper aims to investigate if self-efficacy would be an important predictor for e-trust in the context of WBTIs.

Design/methodology/approach

The quantitative research method is used in this study. Data were collected by the survey method from the tourists who visited Istanbul/Turkey and made their bookings via Web-based travel intermediaries. Hierarchical linear regression analysis is used to investigate to which extent age/gender/years of usage, self-efficacy, cognitive and affective components are affecting tourists’ e-trust perception.

Findings

According to the study results, self-efficacy, the attitude components, in addition to the demographic variables, predict a significant amount of variance (45%) in e-trust for Web-based travel intermediaries. Besides attitude components, self-efficacy is put forward as significantly important in the perception of e-trust.

Originality/value

The novelty of the current study is that it uses hierarchical regression to test if self-efficacy would be an important predictor for e-trust while examining the effect of various predictive variables in sequential order. Therefore, the relative importance of this e-trust predictor can be evaluated based on how much it contributes to the prediction over and above other important antecedents of e-trust according to the literature. This study provides evidence that the social cognitive theory may be useful in understanding e-trust in online tourist behavior.

论网络旅游中介的网络信任的原因:调研伊斯坦布尔游客

研究目的

本论文旨在调研影响网络旅游中介(WBTIs)的游客网络信任的各项因子。认知与态度因素是形成游客的网络信任的重要方面。然而, 本论文旨在研究是否自我效能感对于WBTIs的网络信任构成重要的影响因子。

研究设计/方法/途径

本论文采用定量分析法。数据采用问卷形式采集, 样本人群为伊斯坦布尔/土耳其的游客, 他们通过网络旅游中介订购他们的旅程。本论文采用层次回归分析法来检测年龄/性别/使用年份, 自我效能感, 认知与态度因子, 在何种程度上影响旅游的网络信任感知。

研究结果

研究结果表明, 自我效能感, 态度成分, 以及人口统计变量, 解释了WBTIs网络信任的45%变量方差。除了态度因子, 系我效能对于网络信任起到显著的促进作用。

研究原创性/价值

本论文的特别之处在于其使用了层次回归分析法检测了是否自我效能感对于影响网络信任, 同时又检验了各种预测变量作用的大小层次。因此, 每个信任预测因子的作用大小可以根据其对预测方差的大小比较来判断。本论文提出社会认知理论对理解在线旅游行为的网络信任有着显著帮助。

To view the access options for this content please click here
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.

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

To view the access options for this content please click here
Article
Publication date: 10 May 2018

Zahid Yousaf, Noor Sahar, Abdul Majid and Amajad Rafiq

The purpose of this paper is to investigate the impact of e-marketing orientation (EMO) on strategic business performance (SBP) in presence of e-trust.

Abstract

Purpose

The purpose of this paper is to investigate the impact of e-marketing orientation (EMO) on strategic business performance (SBP) in presence of e-trust.

Design/methodology/approach

Data were collected from CEOs, finance managers, IT managers, Policy makers, owners and Managing Directors of SMEs located in two big cities of Pakistan (Islamabad and Peshawar). Correlation, regression and bootstrap analysis was conducted to check the relationship among independent, mediating and dependent variables.

Findings

Based on empirical findings of the responses from managerial staff, it is suggested that strategic performance largely depends on EMO and e-trust.

Research limitations/implications

The authors recommend that further studies are required to test the propositions in longitudinal research design for achieving in-depth insights.

Practical implications

It has been observed that SMEs in developing countries pay less attention toward its strategic goals. This research discusses an implementation approach based on solid theoretical foundations to achieve the SBP.

Originality/value

This study tests e-trust as a mediator between EMO and SBP, therefore, makes a significant contribution to the literature of SMEs by focusing on the link between EMO, e-trust and SBP.

Details

World Journal of Entrepreneurship, Management and Sustainable Development, vol. 14 no. 3
Type: Research Article
ISSN: 2042-5961

Keywords

To view the access options for this content please click here
Article
Publication date: 4 September 2017

Sarra Berraies, Karim Ben Yahia and Mariem Hannachi

The purpose of this paper is twofold: first, the authors empirically examine the effect of the perceived values of mobile banking (MB) applications on customers’ e-trust

Abstract

Purpose

The purpose of this paper is twofold: first, the authors empirically examine the effect of the perceived values of mobile banking (MB) applications on customers’ e-trust, e-satisfaction and e-loyalty and second, the authors investigate the moderating role of customers’ age in the relationship between perceived value of MB and e-trust.

Design/methodology/approach

A survey was conducted on a sample of 361 Tunisian banks’ customers using mobile applications. Structural equation modeling method was performed to test the research hypotheses.

Findings

The results of this research revealed that quality, price and emotional perceived values’ dimensions of MB applications are predictors of customers’ e-trust. Within this spectrum, age acts as a moderator in these latter relationships. Findings also suggested that e-trust has positive effects on e-satisfaction and e-loyalty.

Practical implications

This paper presented a reading grid for bank marketers allowing them to identify the levers they must focus their efforts on so as to retain the customers using MB applications. It also permits them to identify the needs and values of three generation of customers, namely baby boomers, generation X and generation Y, so that they can offer better services for each group.

Originality/value

This paper sheds light on an innovative and unexplored topic in the literature. The authors broaden understanding of the relationship between the perceived values of MB applications, e-loyalty, e-trust and e-satisfaction. Research devoted to investigate these different links through an integrative model does exist, yet embryonic. This study also highlights differences between three group of customer, namely baby boomers, generation X and generation Y in terms of perceived values that builds their trust in the context of MB applications use.

Details

International Journal of Bank Marketing, vol. 35 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

To view the access options for this content please click here
Article
Publication date: 3 August 2015

Shihyu Chou, Chi-Wen Chen and Jiun-You Lin

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online…

Abstract

Purpose

As the number of female customers shopping in online clothing stores increases, understanding how female customers’ e-loyalty is formed and fostered in this type of online store becomes very pivotal. Yet, despite its importance, little research has been done on this issue. The purpose of this paper is to focus on female online clothing shoppers and aim to examine the mediators of e-loyalty in the context of online clothing stores: e-satisfaction and e-trust.

Design/methodology/approach

A total of 482 subjects who are female and have online clothing store shopping experience in Taiwan were obtained and structural equation modeling was performed to analyze the measurement and structural models.

Findings

The results show that both perceived online privacy and security are positively associated with e-trust, whereas web design is not. Furthermore, perceived delivery time and web site design are positively associated with e-satisfaction. Both e-trust and e-satisfaction in turn positively influence e-loyalty for female online clothing shoppers.

Research limitations/implications

On the basis of the literature review, there is a lack of theoretical knowledge of the relationships between e-loyalty, e-satisfaction, and e-trust among female online clothing shoppers. The research fulfills this important theoretical gap by extending prior studies on e-loyalty to further examine the factors that form e-satisfaction and e-trust, and how they, as mediators, influence the development of female customers’ e-loyalty in the context of online clothing stores. The result provides a model that contributes to understanding the formation of female customers’ e-loyalty.

Practical implications

The results of this study are helpful to online store managers in increasing their customers’ loyalty. Specifically, online clothing store managers have to create quick item delivery methods and friendly online shopping web sites that provide all necessary information and are easy to navigate and use so as to increase customers’ e-satisfaction. They also need to establish reliable and trustworthy web sites by letting their customers easily perceive the web sites’ privacy and security features to enhance customers’ e-trust. As e-satisfaction and e-trust increase, e-loyalty is fostered.

Originality/value

The contributions of this study are threefold. First, this study focusses on an important but previously neglected group in the context of online clothing stores: female online clothing shoppers. Second, the authors’ investigation extends the literature on e-loyalty by identifying important mediators (e-satisfaction and e-trust) and probing into their relationships to e-loyalty in the context of online clothing stores. Third, the findings contribute to academia and to future research by increasing understandings of the importance of the concerns and experiences of female online clothing shoppers and by suggesting that future research pay more attention to female online shoppers.

Details

Internet Research, vol. 25 no. 4
Type: Research Article
ISSN: 1066-2243

Keywords

To view the access options for this content please click here
Article
Publication date: 1 April 2003

Bill Merrilees and Marie‐Louise Fry

E‐retailing has received considerable attention in recent years, especially with the help of consumer behaviour concepts and tools. This particular paper focuses on e‐trust

Abstract

E‐retailing has received considerable attention in recent years, especially with the help of consumer behaviour concepts and tools. This particular paper focuses on e‐trust and its antecedents. Special attention is given to the proposition that the more a site is perceived to be interactive, then the greater the trust that users attach to that site. Previous research has demonstrated this relationship with respect to a particular site. The current paper re‐examines this relationship with respect to another site. More importantly, the paper tests whether the nexus between interactivity and e‐trust applies to both pure “click” and “brick and click” e‐retailers.

Details

Marketing Intelligence & Planning, vol. 21 no. 2
Type: Research Article
ISSN: 0263-4503

Keywords

To view the access options for this content please click here
Article
Publication date: 18 June 2018

Zheshi Bao and Taozhen Huang

The purpose of this paper is to explore the roles of flow experience and e-trust in online consumers’ stickiness intentions from a perspective of information quality and…

Abstract

Purpose

The purpose of this paper is to explore the roles of flow experience and e-trust in online consumers’ stickiness intentions from a perspective of information quality and discuss how to retain these consumers.

Design/methodology/approach

The authors proposed a research model by integrating three dimensions of information quality, flow experience and e-trust. These factors were analyzed to explore the direct and indirect effects on consumers’ stickiness intention. Online questionnaires were adopted to collect data and 259 valid samples were analyzed by structural equation modeling approach.

Findings

The findings show that information quality provided by B2C online shopping malls can indirectly affect consumers’ stickiness intention through the mediation effects of flow experience and e-trust. Besides, flow experience can also significantly affect e-trust and then indirectly influence stickiness intention.

Research limitations/implications

The findings suggest that information quality can trigger the effects of flow experience and e-trust to keep stickiness of online consumers. Besides, in the context of online shopping, flow experience would promote consumers’ trust toward e-retailers. Some other theoretical and practical implications are also provided.

Originality/value

This study indicates the effects of flow experience and e-trust on stickiness intention from an information quality perspective. Meanwhile, the authors also intend to discuss the relationship between consumers’ flow experience and e-trust in the context of B2C online shopping.

Details

International Journal of Web Information Systems, vol. 14 no. 2
Type: Research Article
ISSN: 1744-0084

Keywords

To view the access options for this content please click here
Article
Publication date: 5 October 2010

Ki‐Han Chung and Jae‐Ik Shin

The purpose of this paper is to highlight the significance of relationship quality factors (customer satisfaction, e‐trust, and e‐commitment) on positive word of mouth…

Abstract

Purpose

The purpose of this paper is to highlight the significance of relationship quality factors (customer satisfaction, e‐trust, and e‐commitment) on positive word of mouth (WOM) in online retailing.

Design/methodology/approach

The relative importance of site characteristics in online retailing on customer satisfaction was examined and the relationship among customer satisfaction, trust, and commitment in offline was identified. This paper then proposes a conceptual model of the relationship among site characteristics, relationship quality, and WOM in online retailing. AMOS 5.0 was used to test for the hypothesized relationships.

Findings

All of site characteristics in online retailing have a positive influence on customer satisfaction. Communication of site characteristics has a positive effect on customer satisfaction more than the other factors (shopping convenience, site design, informativeness, and security). Customer satisfaction affects positively e‐commitment more than it does e‐trust. E‐commitment affects positively WOM more than it does e‐trust. This paper identifies the causal relationship among site characteristics, relationship quality, and WOM. Further, the relative importance of customer satisfaction in relationship quality of online retailing is examined.

Originality/value

Results provide important insights into the impact of site characteristics in online retailing on customer satisfaction compared to other previous researches. In addition, e‐trust and e‐commitment are identified as important antecedents of e‐WOM.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 22 no. 4
Type: Research Article
ISSN: 1355-5855

Keywords

To view the access options for this content please click here
Article
Publication date: 4 December 2018

Rami Mohammad Al-dweeri, Antonia Ruiz Moreno, Francisco Javier Llorens Montes, Zaid Mohammad Obeidat and Khaldoon M. Al-dwairi

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal…

Abstract

Purpose

The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing.

Design/methodology/approach

The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com.

Findings

It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty.

Originality/value

The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

Details

Industrial Management & Data Systems, vol. 119 no. 4
Type: Research Article
ISSN: 0263-5577

Keywords

1 – 10 of 819