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Article
Publication date: 6 September 2024

Peu Saha and Abhijeet Biswas

The world today is heavily controlled by the content available on the internet, where a one-star rating gain may work wonders for a company and a one-star rating decline can cause…

Abstract

Purpose

The world today is heavily controlled by the content available on the internet, where a one-star rating gain may work wonders for a company and a one-star rating decline can cause huge damage. Online booking platforms provide more freedom, privacy and contact with experienced travelers than physical hotel booking. The study identifies the factors shaping travelers' online hotel booking intention (OHBI).

Design/methodology/approach

We utilized structural equation modeling (SEM) to expand the horizons of the technology acceptance model (TAM) and stimulus-organism-response (SOR) framework in the hospitality sector. The results are based on the data collected from 705 travelers who made online hotel reservations.

Findings

The findings demonstrate that online reviews, hotel website quality and hotel website convenience quotient favorably shape prospective tourists' perceived trust, magnifying their inclination to book a hotel online. Website convenience quotient and trust partially mediate the association between the constructs. In addition, the linkage between perceived trust and OHBI is strengthened by promotional offers but weakened by perceived risk.

Research limitations/implications

Our findings provide several important implications for hotel managers, prospective travelers, hotel owners, website developers, policymakers, hotel employees, the local community and competitors to expedite the growth of the Indian hotel industry.

Originality/value

The literature reveals that website convenience quotient, perceived trust and promotional offers have not received enough attention in the hospitality industry and warrant attention. Our study strives to broaden the scope of the TAM and SOR models to better understand these constructs in the backdrop of the Indian hospitality sector. The study also examines how promotional offers and perceived risk influence the linkages between the underlying constructs.

Details

International Journal of Productivity and Performance Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1741-0401

Keywords

Article
Publication date: 26 August 2024

Anas Ali Al-Qudah, Manaf Al-Okaily and Miklesh Prasad Prasad Yadav

The purpose of this study is to investigate the continuous intention to use blockchain and FinTech innovations, focusing on the direct impact of user trust and perceived risks. It…

Abstract

Purpose

The purpose of this study is to investigate the continuous intention to use blockchain and FinTech innovations, focusing on the direct impact of user trust and perceived risks. It seeks to test how information technology (IT) quality directly affects user-perceived risk and trust and to identify how IT quality can influence FinTech continuance intentions. By examining these relationships, the study provides insights into how improvements in IT quality can mitigate perceived risks and enhance user trust, ultimately fostering sustained use of FinTech and blockchain technologies.

Design/methodology/approach

To achieve the purpose of this study, the model and hypotheses were examined based on the partial least squares structural equation modeling (PLS-SEM).

Findings

Results revealed that perceived risk is negatively impacted by system quality, while trust is positively impacted by information quality, and the most significant result in the study is continuous-use intention and uncertainty both are impacted by service quality. Also, the study used some control variables, and two of them (i.e. FinTech type and education) showed a positive significant relationship with continuance-use intention.

Practical implications

This study identifies several causal relationships between the continuance-use intention of blockchain and FinTech innovations and various factors, which can provide valuable insights for managers, enabling them to formulate appropriate strategies to foster sustainable growth in FinTech and blockchain. By leveraging these findings, managers can enhance IT quality, reduce perceived risks and build user trust, thereby promoting the ongoing adoption and success of blockchain and FinTech innovations.

Originality/value

The outcomes obtained will help both FinTech providers and researchers elucidate and understand the situation of users’ concerns about the unexpected risks/uncertainty in FinTech transactions can be mitigated through providing a high level of quality IT service and systems. Two main strategies can be merged to be used by FinTech providers/managers, first: trust building, second: risk-mitigating, both strategies can be used in the light of IT innovation and its aspects to meet the sustainable growth of FinTech.

Details

International Journal of Accounting & Information Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1834-7649

Keywords

Article
Publication date: 10 July 2024

Ghada ElSayad and Heba Mamdouh

The advancement of artificial intelligence (AI) has brought intelligent online shopping experiences to customers. AI-powered retail platforms deliver personalized shopping…

Abstract

Purpose

The advancement of artificial intelligence (AI) has brought intelligent online shopping experiences to customers. AI-powered retail platforms deliver personalized shopping experiences through tailored recommendations, promotions and assistance. Given the increasing preference for online shopping, it is crucial to explore methods to optimize the adoption of AI-powered retail platforms. To address this, this study aims to examine the impact of technology readiness motivators (optimism and innovativeness) and inhibitors (discomfort and insecurity) on perceived trust, perceived usefulness and purchase intention toward AI-powered retail platforms.

Design/methodology/approach

Data were collected from 276 customers in Egypt, primarily from the millennial and Gen Z demographic segments. The collected data were then analyzed using the statistical package for social sciences (SPSS) and partial least squares structural equation modeling (PLS-SEM).

Findings

The findings revealed that optimism, innovativeness and discomfort significantly influence perceived trust, while optimism, insecurity and perceived trust significantly influence perceived usefulness. Both perceived trust and usefulness are significant predictors of purchase intention. Perceived trust mediates the effects of technology readiness motivators on perceived usefulness and purchase intention. Moreover, perceived usefulness mediates the effects of technology readiness motivators, insecurity and perceived trust on purchase intention.

Originality/value

To date, there are few investigations regarding the acceptance and adoption of AI-powered retail platforms in developing countries. Thus, this study offers valuable theoretical and practical implications in the context of smart retail technology adoption.

Details

Young Consumers, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1747-3616

Keywords

Article
Publication date: 16 May 2024

Yunyun Yuan, Pingqing Liu, Bin Liu and Zunkang Cui

This study aims to investigate how small talk interaction affects knowledge sharing, examining the mediating role of interpersonal trust (affect- and cognition-based trust) and…

Abstract

Purpose

This study aims to investigate how small talk interaction affects knowledge sharing, examining the mediating role of interpersonal trust (affect- and cognition-based trust) and the moderating role of perceived similarity among the mechanisms of small talk and knowledge sharing.

Design/methodology/approach

This research conducts complementary studies and collects multi-culture and multi-wave data to test research hypotheses and adopts structural equation modeling to validate the whole conceptual model.

Findings

The research findings first reveal two trust mechanisms linking small talk and knowledge sharing. Meanwhile, the perceived similarity between employees, specifically, strengthens the affective pathway of trust rather than the cognitive pathway of trust.

Originality/value

This study combines Interaction Ritual Theory and constructs a dual-facilitating pathway approach that aims to reveal the impact of small talk on knowledge sharing, describing how and when small talk could generate a positive effect on knowledge sharing. This research provides intriguing and dynamic insights into understanding knowledge sharing processes.

Details

Journal of Knowledge Management, vol. 28 no. 6
Type: Research Article
ISSN: 1367-3270

Keywords

Article
Publication date: 12 March 2024

Ghada ElSayad

Since the outbreak of the COVID-19 pandemic, the demand for online services has risen, with e-payment emerging as a prominent option for customers seeking faster and more…

Abstract

Purpose

Since the outbreak of the COVID-19 pandemic, the demand for online services has risen, with e-payment emerging as a prominent option for customers seeking faster and more convenient transactions to complete their online purchases. Nevertheless, e-payment adoption in Egypt remains a challenge that requires further investigation. Thus, this study aims to investigate the factors influencing online customers’ attitudes and intentions towards adopting e-payment for online transactions, social influence, perceived ease of use, perceived usefulness, perceived trust, structural assurance and perceived privacy/security risk.

Design/methodology/approach

The data were gathered from 302 customers in Egypt and structurally analysed based on partial least squares structural equation modelling (PLS-SEM).

Findings

The findings revealed that social influence, perceived usefulness and perceived trust are significant antecedents of attitude. Furthermore, perceived usefulness, perceived trust, perceived privacy/security risk and attitude directly influence behavioural intention. Structural assurance and perceived trust directly influence perceived privacy/security risk. Moreover, perceived usefulness, perceived trust and attitude were found to have several mediating roles.

Research limitations/implications

This study adds new empirical evidence from a developing country regarding the adoption of e-payment among online customers. In addition, its findings can help the government, practitioners and policymakers understand how to promote customers’ positive attitudes and encourage their intentions towards using e-payment.

Originality/value

The findings of this study can contribute to the digital transformation strategy in Egypt by providing insights into enhancing online shoppers’ attitudes and intentions towards e-payment adoption. This, in turn, can boost Egyptian e-commerce and the country's digital economy as a whole.

Details

Journal of Science and Technology Policy Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2053-4620

Keywords

Article
Publication date: 26 December 2023

Selim Ahmed, Dewan Mehrab Ashrafi, Pradeep Paraman, Bablu Kumar Dhar and Sanmugam Annamalah

The purpose of this research article is to explore the behavioural intention of consumers to use app-based shopping for green-tech products in the emerging economy of Bangladesh…

Abstract

Purpose

The purpose of this research article is to explore the behavioural intention of consumers to use app-based shopping for green-tech products in the emerging economy of Bangladesh. The study investigates the indirect effects of perceived ease of use, usefulness, perceived delivery and perceived security on the behavioural intention to use app-based shopping for purchasing green-tech products by considering the mediating role of perceived trust.

Design/methodology/approach

A quantitative research approach was applied to collect data from the respondents who had previously used app-based shopping for green-tech products in Bangladesh. An online, self-administered survey questionnaire was used to collect data from 348 respondents. The survey data was analysed using SmartPLS-4 to measure the reliability and validity of the constructs. In addition, partial least squares structural equation modelling (PLS-SEM) was employed to test the research model and hypotheses.

Findings

The study's results reveal that perceived usefulness, ease of use, security and delivery positively and significantly influence perceived trust, leading to a higher behavioural intention to use app-based shopping for green-tech products. Additionally, perceived trust significantly mediates the relationship between the behavioural intention to use app-based shopping and perceived usefulness, perceived ease of use, perceived security and perceived delivery.

Practical implications

The study's findings have important implications for app-based shopping services to support customers interested in purchasing green-tech products in an emerging economy. The results also indicate that green-tech product companies must adopt new service delivery channels and ensure consumers' convenience and cost and time savings. The present research findings suggest that green-tech product companies need to ensure that they integrate digital technologies into their services for secure and timely delivery of products, improving customer convenience.

Originality/value

The study's findings can be insightful for app-based shopping service providers to foster their businesses by focussing on developing a positive trust perception in the consumer's mind, leading to a positive intention to use the app-based shopping services. The present study will enrich the current literature by investigating how consumers' perceived trust affects their behavioural intention to use app-based online shopping for purchasing green-tech products. It will also expand the existing knowledge on app-based shopping by exploring how perceived delivery impacts perceived trust, which subsequently affects customers' intentions to adopt the purchase of green-tech products.

Details

International Journal of Quality & Reliability Management, vol. 41 no. 6
Type: Research Article
ISSN: 0265-671X

Keywords

Article
Publication date: 13 December 2022

Leila Nasrolahi Vosta and Mohammad Reza Jalilvand

This study aims to contribute to the context of electronic trust (e-trust) research with an emphasis on the determination of tourists’ e-trust in hotel websites. This research…

Abstract

Purpose

This study aims to contribute to the context of electronic trust (e-trust) research with an emphasis on the determination of tourists’ e-trust in hotel websites. This research used social exchange theory to elaborate how perceived attributes of a hotel website influence purchase behaviour of tourists. This area is often neglected because most studies focus on website users’ adoption or acceptance of other service industries. It is expected that trust-generating mechanisms have different impacts on the e-trust level in the hospitality services.

Design/methodology/approach

A comprehensive literature review identified the major antecedents and outcomes of e-trust. Data was collected from an online survey and 586 usable questionnaires were achieved. Structural equation modelling was used to examine the hypothesized model.

Findings

The results of this study demonstrated that the more tourists perceive influences positively, the more they are possibly to trust in hotel website. Findings revealed that perceptions about the attributes of hotel website, including security, privacy, usefulness, ease of use and compatibility are the main antecedents of trust in hotel website, which, in turn, lead to actual usage of the website for booking online.

Originality/value

This study is based on a large sample of tourists and broadens the understanding of e-trust in hotel websites by considering factors rarely discussed in prior tourism and hospitality literature.

Details

Journal of Islamic Marketing, vol. 14 no. 11
Type: Research Article
ISSN: 1759-0833

Keywords

Article
Publication date: 1 September 2023

Awni Rawashdeh

The advent of technology has propelled audit firms to incorporate AI-based audit services, bringing the relationship between audit clients and firms into sharper focus…

Abstract

Purpose

The advent of technology has propelled audit firms to incorporate AI-based audit services, bringing the relationship between audit clients and firms into sharper focus. Nonetheless, the understanding of how AI-based audit services affect this relationship remains sparse. This study strives to probe how an audit client's satisfaction with AI-based audit services influences their trust in audit firms. Identifying the variables affecting this trust, the research aspires to gain a deeper comprehension of the implications of AI-based audit services on the auditor-client relationship, ultimately aiming to boost client satisfaction and cultivate trust.

Design/methodology/approach

A conceptual framework has been devised, grounded in the client-company relationship model, to delineate the relationship between perceived quality, perceived value, attitude and satisfaction with AI-based audit services and their subsequent impact on trust in audit firms. The research entailed an empirical investigation employing Facebook ads, gathering 288 valid responses for evaluation. The structural equation method, utilized in conjunction with SPSS and Amos statistical applications, verified the reliability and overarching structure of the scales employed to measure these elements. A hybrid multi-analytical technique of structural equation modeling and artificial neural networks (SEM-ANN) was deployed to empirically validate the collated data.

Findings

The research unveiled a significant and positive relationship between perceived value and client satisfaction, trust and attitude towards AI-based audit services, along with the link between perceived quality and client satisfaction. The findings suggest that a favorable attitude and perceived quality of AI-based audit services could enhance satisfaction, subsequently augmenting perceived value and client trust. By focusing on the delivery of superior-quality services that fulfill clients' value expectations, firms may amplify client satisfaction and trust.

Research limitations/implications

Further inquiries are required to appraise the influence of advanced technology adoption within audit firms on client trust-building mechanisms. Moreover, an understanding of why the impact of perceived quality on perceived value proves ineffectual in the context of audit client trust-building warrants further exploration. In interpreting the findings of this study, one should consider the inherent limitations of the empirical analysis, inclusive of the utilization of Facebook ads as a data-gathering tool.

Practical implications

The research yielded insightful theoretical and practical implications that can bolster audit clients' trust in audit firms amid technological advancements within the audit landscape. The results imply that audit firms should contemplate implementing trust-building mechanisms by creating value and influencing clients' stance towards AI-based audit services to establish trust, particularly when vying with competing firms. As technological evolutions impinge on trustworthiness, audit firms must prioritize clients' perceived value and satisfaction.

Originality/value

To the researcher's best knowledge, no previous study has scrutinized the impact of satisfaction with AI-based audit services on cultivating audit client trust in audit firms, in contrast to past research that has focused on the auditors' trust in the audit client. To bridge these gaps, this study employs a comprehensive and integrative theoretical model.

Details

Journal of Applied Accounting Research, vol. 25 no. 3
Type: Research Article
ISSN: 0967-5426

Keywords

Article
Publication date: 27 June 2023

Kristijan Mirkovski, Kamel Rouibah, Paul Lowry, Joanna Paliszkiewicz and Marzena Ganc

Despite the major information technology investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government…

Abstract

Purpose

Despite the major information technology investments made by public institutions, the reuse of e-government services remains an issue as citizens hesitate to use e-government websites regularly. The purpose of this study is to investigate the cross-country determinants of e-government reuse intention by proposing a theoretical model that integrates constructs from (1) the Delone and McLean IS success model (i.e. system quality, service quality, information quality, perceived value and user satisfaction); (2) the trust and risk models (i.e. citizen trust, overall risk, time risk, privacy risk and psychological risks); and (3) Hofstede's cultural model (i.e. uncertainty avoidance, masculinity, individualism and cross-cultural trust and risk).

Design/methodology/approach

Based on data from interviews with 81 Kuwaiti citizens and surveys of 1,829 Kuwaiti and Polish citizens, this study conducted comprehensive, cross-cultural and comparative analyses of e-government reuse intention in a cross-country setting.

Findings

The results show that trust is positively associated with citizens' intention to reuse e-government services, whereas risk is negatively associated with citizens' perceived value. This study also found that masculinity–femininity and uncertainty avoidance are positively associated with the intention to reuse e-government services and that individualism–collectivism has no significant relationship with reuse intention. This study's findings have important implications for researchers and practitioners seeking to understand and improve e-government success in cross-country settings.

Originality/value

This study developed a parsimonious model of quality, trust, risk, culture and technology reuse that captures country-specific cultural contexts and enables us to conduct a comprehensive, cross-cultural and comparative analysis of e-government reuse intention in the cross-country setting of Kuwait and Poland.

Details

Information Technology & People, vol. 37 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

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…

4036

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

Keywords

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