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Article
Publication date: 25 May 2021

Abror Abror, Dina Patrisia, Yunita Engriani, Idris Idris and Shabbir Dastgir

This study aims to examine the relationship between trust and its antecedents, i.e. customer satisfaction, perceived value and religiosity. The moderating roles of…

Abstract

Purpose

This study aims to examine the relationship between trust and its antecedents, i.e. customer satisfaction, perceived value and religiosity. The moderating roles of religiosity on the relationships between perceived value, satisfaction and trust also have been investigated in this study.

Design/methodology/approach

This research has carried out in West Sumatra Indonesia. The respondents of this study are Islamic bank customers from five areas in West Sumatra Indonesia. Data have been collected through Survey method. After some preliminary analyses, we employed 390 useable responses in the analysis. Covariance Based Structural Equation Modeling (CB-SEM) was employed to analyze the data.

Findings

This study found that religiosity has significant impacts on perceived value, customer satisfaction and trust. Perceived value and customer satisfaction are also significant antecedents of trust. Moreover, it found the significant moderating impact of religiosity on the link between perceived value and trust, and also on the link between customer satisfaction and trust.

Research limitations/implications

This cross-sectional study has been conducted in a single country. Accordingly, this study may have a limitation in result generalization. Moreover, this study only focused on three antecedents of trust, including religiosity, satisfaction and perceived value. Therefore, for future research, we suggest conducting a longitudinal study in some Muslim countries such as Malaysia, Brunei Darussalam and Middle East countries. We also suggest employing other antecedents of customer trust, such as customer engagement and customer sociocultural.

Practical implications

Based on the research findings, the managers of Islamic banks will have input on how to improve their customers' trust by giving more attention to customer religiosity, perceived value and satisfaction. They can develop programs to increase customer perceived value and satisfaction such as a reward program to increase customer trust.

Originality/value

A more comprehensive model of the relationship between religiosity, perceived value, satisfaction and trust has been addressed in this study. This study also highlighted the significant moderating role of religiosity on the link between perceived value, satisfaction and trust which are neglected previously have also been highlighted in this study.

Details

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

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Article
Publication date: 31 August 2020

Qi Chen, Yufei Yuan, Yuqiang Feng and Norm Archer

Online dating services have been growing rapidly in recent years. However, adopting these services may involve high risk and trust issues among potential users toward both…

Abstract

Purpose

Online dating services have been growing rapidly in recent years. However, adopting these services may involve high risk and trust issues among potential users toward both online dating services and the daters they introduce to users. The purpose of this paper is to investigate how perceived benefits vs risks, and trust vs distrust affect user adoption vs non-adoption intentions toward using this rather controversial information and communications technology in the context of online dating.

Design/methodology/approach

Structural equation modeling was used to evaluate the research model using data from a survey of 451 single individuals.

Findings

The results indicated that perceived benefits play more essential roles in adoption, while perceived risks affect non-adoption more. Individuals' trust in online dating service predicts a major portion of the variation in user benefit perceptions, while distrust in online dating service and in daters that users might select significantly influence perceived risks. Moreover, benefit and risk perceptions can mediate the impacts of trust and distrust on both adoption and non-adoption decisions.

Originality/value

This study extends theories of decision-making in the use of controversial information technologies such as in the case of online dating. It investigates the coexistence of various trust and distrust beliefs as well as benefit and risk perceptions, and their different impacts on adoption and non-adoption in online dating services.

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Article
Publication date: 1 October 2006

Amarjit S. Gill, Alan B. Flaschner and Mickey Shachar

The paper seeks to extend Coulter and Coulter (2002) findings regarding the impact of “person‐related” service characteristics (empathy, politeness, and similarity) and…

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3713

Abstract

Purpose

The paper seeks to extend Coulter and Coulter (2002) findings regarding the impact of “person‐related” service characteristics (empathy, politeness, and similarity) and “offer‐related” service characteristics (customization, competence, and promptness) by examining business client trust in their current bank service representatives based on the length of the relationships with their banks.

Design/methodology/approach

The paper tested the effects of the above variables by collecting data from small business owners in the transportation industry in British Columbia, Canada. Clients were surveyed as to their beliefs about and feelings toward their bank service representatives.

Findings

The findings in this paper demonstrate that all six factors are related to trust building in general, but the factors are more salient at different periods of the relationship with their banks. Customization was found to be of particular importance at “crucial” periods of time in the business life cycle.

Practical implications

The results in this paper demonstrate how relationship‐managers at banks can work toward the establishment of their clients' trust by emphasizing the attributes that meet their clients' respective and timely needs.

Originality/value

In this paper Coulter and Coulter (2002) documented that both “person‐related” and “offer‐related” service characteristics have an impact on trust. This study focused on and presents the relative importance of these characteristics in general and across various time periods in particular. The results uniquely demonstrate that the relative importance of the factors in building trust varies according to stages in the life cycle of the businesses.

Details

International Journal of Bank Marketing, vol. 24 no. 6
Type: Research Article
ISSN: 0265-2323

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Article
Publication date: 5 June 2009

Juan Carlos Roca, Juan José García and Juan José de la Vega

The purpose of this paper is to test an augmented technology acceptance model (TAM) in the online financial trading context. This research aims to investigate how…

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11727

Abstract

Purpose

The purpose of this paper is to test an augmented technology acceptance model (TAM) in the online financial trading context. This research aims to investigate how e‐investors are influenced by perceived trust, security, and privacy jointly with traditional TAM constructs.

Design/methodology/approach

The research examines e‐investors' behavioral intention to use online dealers' and stockbrokers' services. The model suggests that perceived trust jointly with perceived usefulness and perceived ease of use are important antecedents of intentions; the hypotheses are statistically tested using structural modeling.

Findings

The results from this study suggest that perceived trust, usefulness and ease of use are important issues in online trading systems. The findings suggest that online financial dealers and stockbrokers must improve the security of the online system since e‐investors form perceptions about its perceived security and when these perceptions are confirmed, their trust is enhanced and consequently they are more likely to use these online services particularly if the financial information is useful for their purposes.

Research limitations/implications

The findings of the present study have various implications for research as well as practice. First, perceived trust, perceived usefulness and perceived ease of use are critical to the success of an online trading system. Second, perceived privacy did not influence users' beliefs in trust. Since perceived trust and perceived usefulness are the most important antecedents of behavioral intention, managers can increase e‐investors' usage intention by improving their beliefs in how the online trading system can enhance their performance and effectiveness using a system with enough security mechanisms. The major limitation is that trust is examined as a single‐dimension construct.

Originality/value

This paper is one of the first that has empirically tested the link between trust, security, privacy, usefulness, ease of use and behavioral intention in the online trading context.

Details

Information Management & Computer Security, vol. 17 no. 2
Type: Research Article
ISSN: 0968-5227

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Article
Publication date: 5 October 2015

Mutaz M. Al-Debei, Mamoun N. Akroush and Mohamed Ibrahiem Ashouri

The purpose of this paper is to examine consumer attitudes toward online shopping in Jordan. The paper introduces an integrated model which includes trust, perceived

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35868

Abstract

Purpose

The purpose of this paper is to examine consumer attitudes toward online shopping in Jordan. The paper introduces an integrated model which includes trust, perceived benefits, perceived web quality, and electronic word of mouth (eWOM) along with their relationships in order to examine their effects on consumer attitudes toward online shopping.

Design/methodology/approach

A structured and self-administered online survey was employed targeting online shoppers of a reputable online retailer in Jordan; i.e. MarkaVIP. A sample of 273 online shoppers was involved in the online survey. A series of exploratory and confirmatory factor analyses were used to assess the research constructs, unidimensionality, validity, and composite reliability. Structural path model analysis was also used to test the hypothesized relationships of the research model.

Findings

The empirical findings of this study indicate that consumer attitudes toward online shopping is determined by trust and perceived benefits. Trust is a product of perceived web quality and eWOM and that the latter is a function of perceived web quality. Hence, trust and perceived benefits are key predictors of consumer attitudes toward online shopping, according to the results. Further, the authors also found that higher levels of perceived web quality lead to higher levels of trust in an online shopping web site. Perceived web quality was found to be a direct predictor of trust, and the former positively and significantly influences perceived benefits. Also, the authors found that 28 percent of the variation in online shopping attitudes was caused by perceived benefits and trust.

Research limitations/implications

The research sample included only early adopters who are usually described as personal innovators and risk takers. Future research is encouraged to focus on other groups such as non-adopters to understand their online shopping attitudes. Another limitation is derived from the geographical context of the current study; that is Jordan. The findings are not necessarily applicable to other Arab countries and the rest of the world. Therefore, replications of the current study in different countries would most likely strengthen and validate its findings. Also, the study is cross-sectional which does not show how attitudes of consumers may change over time. The authors encourage future studies to employ a longitudinal design to understand the changes in consumers’ attitudes toward using online shopping over time. Finally, this study examined only one case in point and thus findings cannot be generalized to other online shopping web sites. Future research is highly encouraged to examine consumers’ attitudes toward other online shopping web sites inside and outside Jordan.

Practical implications

The paper supports the importance of trust and perceived benefits as key drivers of attitudes toward online shopping in emerging markets like Jordan. It further underlines the importance of perceived web quality contribution to perceived benefits and trust as well as the key role of the later in forming online shoppers’ attitudes. Online retailers’ executives and managers can benefit from such findings for future e-marketing strategies and acquire new customers to achieve long-term performance objectives.

Originality/value

This paper is one of the very few attempts that examined attitudes toward online shopping in the Arab world. Importantly, it revealed the drivers of online shoppers’ attitudes in Jordan. National and international online retailers planning to expand their operations to Jordan or to the Middle East Region have now valuable empirical evidence concerning the determinants of online shopping attitudes and online shoppers’ behavior in Jordan upon which e-marketing strategies can be formulated and implemented.

Details

Internet Research, vol. 25 no. 5
Type: Research Article
ISSN: 1066-2243

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Article
Publication date: 25 September 2019

Farzana Quoquab, Nur Zulaikha Mohamed Sadom and Jihad Mohammad

Although the importance of halal logo in determining purchase intention has been recognized in the marketing literature, there is a dearth of study that has examined the…

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1826

Abstract

Purpose

Although the importance of halal logo in determining purchase intention has been recognized in the marketing literature, there is a dearth of study that has examined the impact of halal logo toward customer loyalty. To fulfill this gap, this study aims to shed some light on the impact of halal logo toward achieving customer loyalty in the context of fast food industry in Malaysia. More specifically, the objectives of this study are: to examine the direct and indirect effect of halal logo on customer loyalty; to examine the effect of halal logo on trust and perceived reputation; to examine the effect of halal logo and perceived reputation on customer loyalty; and to examine the mediating effect of trust and perceived reputation in the relationship between halal logo and customer loyalty among the fast food industry consumers in Malaysia.

Design/methodology/approach

This study used stimulus-organism-response (S-O-R) theory as the theoretical basis. The data were collected via self-administered survey questionnaire consisting 117 Muslim fast food consumers. Partial least square (SmartPLS, version 3) was used to test the study hypotheses.

Findings

Results of this study revealed that halal logo, directly and indirectly affect customer loyalty. Moreover, perceived reputation and trust also found to be positively related to customer loyalty.

Research limitations/implications

The data were collected from Malaysian Muslim consumers. Future studies can consider non-Muslim consumers to compare the loyalty pattern among Muslim and non-Muslim consumers.

Practical implications

The findings from this study will benefit fast food industry marketers who are targeting Muslim consumer segment and also those marketers who are operating their franchise business in Muslim majority countries. The findings suggest that halal logo helps service providers to create positive perceived reputation and to build trust among consumers, which eventually lead customer loyalty. It is expected that the findings of this study will assist the halal fast food industry marketers to better strategize their marketing efforts in retaining the Muslim customer base.

Originality/value

Using S-O-R theory, this study examines halal logo as the key driver of customer loyalty, which is comparatively a new link. Moreover, this study examines the mediating effects of perceived reputation and trust in the relationship between halal logo and customer loyalty, which are not tested in previous literature in the field.

Details

Journal of Islamic Marketing, vol. 11 no. 6
Type: Research Article
ISSN: 1759-0833

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Article
Publication date: 1 October 2014

Taesoo Ahn, Young Ik Suh, Jin Kyun Lee and Paul M Pedersen

The purpose of this study was to examine purchasing intentions in online sports ticketing websites. Based on previous research related to business-to-consumer (B2C…

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1536

Abstract

The purpose of this study was to examine purchasing intentions in online sports ticketing websites. Based on previous research related to business-to-consumer (B2C) e-commerce, this study developed a conceptual model to test the effect of perceived risk, trust and the Technology Acceptance Model (TAM) on purchase intentions in online secondary ticket websites. College students (N = 251) from the northeastern region of the United States were chosen as the sample. Structural Equation Modeling (SEM) was used to investigate the proposed relationships among four major components (i.e. perceived risk, trust, TAM and behavioural intention). The results showed that there were positive effects of key TAM constructs (i.e. perceived usefulness and ease of use) and trust on purchasing intention, but perceived risk was not a significant indicator of purchase intention.

Details

International Journal of Sports Marketing and Sponsorship, vol. 16 no. 1
Type: Research Article
ISSN: 1464-6668

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Article
Publication date: 31 July 2019

Eugene Cheng-Xi Aw, Norazlyn Kamal Basha, Siew Imm Ng and Murali Sambasivan

The purpose of this paper is to empirically test the antecedents and outcome of perceived value and trust toward on-demand ridesharing services (ODRS). The antecedents are…

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1436

Abstract

Purpose

The purpose of this paper is to empirically test the antecedents and outcome of perceived value and trust toward on-demand ridesharing services (ODRS). The antecedents are perceived innovativeness, perceived personalization, perceived usefulness of rating system and service personal values. The outcome is the continuance intention toward ODRS. This study also aims to uncover the mediating role of trust and the moderating role of technology readiness.

Design/methodology/approach

The ODRS considered in this research are Grab and Uber in the context of Malaysia. A questionnaire was constructed, and responses were obtained from 280 Malaysian consumers who have experienced ODRS. The authors tested the framework using partial least square structural equation modeling technique.

Findings

The result indicates several significant relationships: perceived personalization, perceived usefulness of rating system and service personal values significantly influence perceived value and trust; trust mediates the relationships between perceived personalization, perceived usefulness of rating system, service personal values and perceived value; perceived value significantly influences continuance intention; and technology readiness moderates the relationship between perceived personalization and perceived value.

Originality/value

The current study adds significantly to the body of knowledge about ODRS by examining the direct determinants of trust and perceived value, and exhibiting how trust mediates the mechanism. This study also illustrates the interplay of moderator (technology readiness) and perceived value.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 31 no. 5
Type: Research Article
ISSN: 1355-5855

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Article
Publication date: 18 July 2019

Khaled Aboulnasr and Gina A. Tran

The purpose of this paper is to investigate the role of emotional brand attachment in consumers’ evaluation of new products that represent technological innovation.

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1431

Abstract

Purpose

The purpose of this paper is to investigate the role of emotional brand attachment in consumers’ evaluation of new products that represent technological innovation.

Design/methodology/approach

A quantitative study was conducted using survey data from a nationally representative probability sample of US consumers (n = 624) to understand the role of emotional brand attachment in the context of consumers’ evaluation of really new products (RNPs). A framework was developed and tested using structural equation modeling that included emotional brand attachment, brand trust, product incongruity, product familiarity, perceived risk, willingness to try, product evaluation and word-of-mouth intentions.

Findings

The results support the role of emotional brand attachment in the diffusion of RNPs. Specifically, results indicated that increased brand attachment reduces consumers’ perceived risk associated with a RNP and increases brand trust. Both constructs played a key role in shaping willingness to try the innovation, word-of-mouth intentions and product evaluation. Findings of this paper add explanatory power to demand-prediction models that more accurately describe the mechanism of the innovation adoption process. For marketing managers, the results emphasize the importance of consumer–brand emotional connections.

Research limitations/implications

The paper used a cross-sectional design; it would be interesting to use a longitudinal design to examine if the role of emotional brand attachment changes over time and how the changes might impact consumers’ perceptions and behaviors in the context of RNPs.

Originality/value

This is the first paper to explore the role of emotional brand attachment in the context of RNPs and consumers’ potential behavioral outcomes.

Details

Journal of Product & Brand Management, vol. 29 no. 1
Type: Research Article
ISSN: 1061-0421

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Article
Publication date: 23 March 2012

Yu‐Shan Chen and Ching‐Hsun Chang

The purpose of this study is to develop an original framework to explore the influences of green perceived value and green perceived risk on green purchase intentions and…

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24383

Abstract

Purpose

The purpose of this study is to develop an original framework to explore the influences of green perceived value and green perceived risk on green purchase intentions and to discuss the mediation role of green trust.

Design/methodology/approach

This study applies four original concepts – green perceived value, green perceived risk, green trust, and green purchase intentions – to develop an integral model to enhance green purchase intentions. In addition, this research employs an empirical study by means of the questionnaire survey method to verify the hypotheses and to explore its managerial implications. Structural equation modeling (SEM) is applied to verify the research framework.

Findings

The empirical results show that green perceived value would positively affect green trust and green purchase intentions, while green perceived risk would negatively influence both of them. Furthermore, this study demonstrates that the relationships between green purchase intentions and their two antecedents – green perceived value and green perceived risk – are partially mediated by green trust. Hence, investing resources to increase green perceived value and to decrease green perceived risk is helpful to enhance green trust and green purchase intentions.

Originality/value

This study summarizes the literature on green marketing and relationship marketing into a new managerial framework of green purchase intentions. It utilizes four novel constructs – green perceived value, green perceived risk, green trust, and green purchase intentions – to develop an original research framework to enhance green purchase intentions. Although past research has highlighted the relevant issues about purchase intentions, none explores it about green management. Therefore, this paper develops the research framework of green purchase intentions to fill the research gap.

Details

Management Decision, vol. 50 no. 3
Type: Research Article
ISSN: 0025-1747

Keywords

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