The role of system trust in business-to-consumer transactions
Abstract
It has been argued that the buyer's trust of the vendor is a critical precursor to a transactional relationship in an e-commerce environment. This study uses an experimental survey to test a model that includes a number of factors such as trust mechanisms, "system trust," and vendor reputation. The results suggest that one trust mechanism, vendor guarantees, has a direct influence on system trust. Further, within e-commerce situations, system trust plays an important role in the nomological network by directly affecting trust in vendors and indirectly affecting attitudes and intentions to purchase. These results held in the case of both firms with and without an established reputation. The results demonstrate the importance of interventions such as self-reported vendor guarantees that affect system trust in enabling successful e-commerce outcomes.
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Attitude is the strongest driver of intention to choose an online channel.
“Second, attitude is confirmed to be the strongest driver of intention to choose an online channel, in line with the theories (including TAM and TPB) and numerous empirical studies (Pennington et al. 2003;Reimers et al., 2016;Wu, 2006).”
From Drivers of Consumer Adoption of e-Commerce: a Meta-Analysis (2022) · cites this paper as Pennington et al. 2003
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The multiple dimensions of consumption values in ecotourism
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- Authors
- PENNINGTON, R., WILCOX, H. D., & GROVER, V.
- Affiliations
- University of Tennessee at Knoxville (US)
- University of South Carolina (US)
- Clemson University (US)
- Venue
- Journal of Management Information Systems
- Publisher
- Informa UK Limited
- Published
- 2003-12
- Volume
- 20
- Issue
- 3
- Pages
- 197-226
- ISSN
- 0742-1222 (ISSN-L)
- 1557-928X
- OpenAlex
- W1553517776
- Cited by
- 407
- References
- 60
- Citations by year
- 2026: 12 · 2025: 9 · 2024: 15 · 2023: 10 · 2022: 21 · 2021: 22 · 2020: 17 · 2019: 18 · 2018: 23 · 2017: 14 · 2016: 19 · 2015: 23 · 2014: 27 · 2013: 25 · 2012: 18
- FWCI
- 22.15
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Journal of Management Information Systems (publishedVersion)
- 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
- system trust, B2C e-commerce, vendor trust, vendor reputation, trust mechanisms, purchase intention, consumer attitudes, transactional relationships
About these checks
Registry, retraction, Cites and statistics results are computed, not judged, with one exception: a printed reference that no index lists is read once by a model before it counts as a citation error. Claims are extracted by a model and kept only when their quote appears verbatim in the text; each cited source is then checked, with a model’s help, for whether it says what the claim relies on. Those verdicts can be wrong — read the claim’s quote and the cited source before relying on one.
Statistics and arithmetic are recomputed, not judged.
Confidence bands are shown only for fields calibrated on our annotated test set. None is calibrated yet, so no band is shown.
What counts as a claim ›How we measure confidence ›How we check this ›
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