A meta-analysis of online trust relationships in e-commerce.
Abstract
A meta-analysis examined the role of online trust in business-to-consumer e-commerce. The analysis of 16 pairwise relationships derived from 150 empirical studies involving online trust revealed that online trust exhibits significant relationships with selected antecedents (e.g., perceived privacy, perceived service quality) and consequences (e.g., loyalty, repeat purchase intention). Even so, additional analyses demonstrated that methodological characteristics such as study design, website type, and type of items used to measure the trust construct moderated certain online trust relationships. These additional analyses indicated that the relationships between online trust and its respective antecedents and consequences are simultaneously more idiosyncratic, complex, and subtle than previously envisioned. Implications of the analyses for theory, practice, and future research are discussed.
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Antecedents of online trust include perceptions of privacy and service quality, and consequences include satisfaction, loyalty, and repeat purchase intention.
“Antecedents of online trust include perceptions of privacy and service quality, and consequences include satisfaction, loyalty, and repeat purchase intention (Kim and Peterson, 2017).”
From Motivational and Affective Factors Underlying Consumer Dropout and Transactional Success in eCommerce: An Overview (2020) · cites this paper as Kim and Peterson, 2017
Culture and website type are known moderators of the online trust relationship.
“Other factors including culture and website type are also known moderators of the online trust relationship (Kim and Peterson, 2017).”
From Motivational and Affective Factors Underlying Consumer Dropout and Transactional Success in eCommerce: An Overview (2020) · cites this paper as Kim and Peterson, 2017
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- Authors
- Kim, Y., & Peterson, R. A.
- Affiliations
- Ulsan National Institute of Science and Technology (KR)
- The University of Texas at Austin (US)
- Corresponding author
- Kim, Yeolib
- Peterson, Robert A.
- Venue
- Journal of Interactive Marketing
- Publisher
- SAGE Publications
- Published
- 2017-05
- Volume
- 38
- Issue
- 1
- Pages
- 44-54
- ISSN
- 1094-9968 (ISSN-L)
- 1520-6653
- OpenAlex
- W2607054088
- Cited by
- 541
- References
- 25
- Citations by year
- 2026: 50 · 2025: 63 · 2024: 53 · 2023: 63 · 2022: 67 · 2021: 81 · 2020: 75 · 2019: 52 · 2018: 30 · 2017: 7
- FWCI
- 11.77
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Interactive Marketing (publishedVersion)
- RePEc: Research Papers in Economics (submittedVersion)
- Scholarworks@UNIST (Ulsan National Institute of Science and Technology) (submittedVersion)
- Topics
- Social Sciences › Decision Sciences › Information Systems and Management › Technology Adoption and User Behaviour
- Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
- Social Sciences › Sociology and Political Science › Privacy, Security, and Data Protection
- Keywords
- online trust, B2C e-commerce, perceived privacy, perceived service quality, customer loyalty, repurchase intention, antecedents of trust, moderating effect, methodological characteristics
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