Cited by 407Technology Adoption and User BehaviourCustomer Service Quality and LoyaltyPrivacy, Security, and Data Protection

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The Role of System Trust in Business-to-Consumer Transactions

PENNINGTON, ROBIN, WILCOX, H. DIXON, GROVER, VARUN·2003·Journal of Management Information Systems

DOI 10.1080/07421222.2003.11045777

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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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Authors: PENNINGTON, R., WILCOX, H. D., & GROVER, V.
Affiliations: University of Tennessee at Knoxville (US)
University of South Carolina (US)
Clemson University (US)
ORCID: PENNINGTON, ROBIN
GROVER, VARUN
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
DOI: 10.1080/07421222.2003.11045777
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 › Marketing › 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

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The Role of System Trust in Business-to-Consumer Transactions

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