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Cited by 232Customer Service Quality and LoyaltyEthics in Business and EducationConsumer Retail Behavior Studies

E-retailing ethics and its impact on customer satisfaction and repurchase intention: A cultural and commitment-trust theory perspective

Elbeltagi, Ibrahim, Agag, Gomaa·2016·Internet Research
DOI 10.1108/intr-10-2014-0244
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Abstract

Purpose: – The theoretical understanding of online shopping behaviour has received much attention. Less focus has been given to online retailing ethics. Therefore, the purpose of this paper is to develop and test a comprehensive model of online retailing ethics. Design/methodology/approach: – The study used a survey amongst a sample representative of universities across Egypt. In total, 310 questionnaire were collected and analysed using structure equation modelling using WarpPLS. Findings: – The results indicate that the consumer perceptions of online retailing ethics (CPORE) as a second-order construct is composed of five constructs (security, privacy, non-deception, fulfilment/reliability, and service recovery) and strongly predictive of online consumer satisfaction. Furthermore, the authors find a significant mediating effect of trust, and commitment on the relationship between CPORE and customer satisfaction. The results also show that individualism had moderate effects on the relationship between CPORE and customer satisfaction. Contrary to expectations, power distance had no significant effect. Research limitations/implications: – Despite the contributions of this study some research limitations need acknowledgment. First, this study employed a convenience sample. The authors encourage future studies to use random sampling of general consumers. The ethics literature identifies some factors which influence ethical judgments of consumers (e.g. sex, age, and education). Such research could identify how each variable, individually and cooperatively, impacts consumer ethical evaluations of online retailing. The authors did not collect data from non-internet shoppers because the focus of this study was online consumers referring to their latest purchase online. It may be an interesting extension, however, to test this conceptual model for other populations like non-online consumers. Originality/value: – This study developed and empirically tested a comprehensive model of CPORE with its multidimensional constructs and evaluated its impact on both consumer satisfaction and repurchase intention via trust and commitment.

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Written from the paper’s full text.

TL;DR

This paper develops and tests a model of consumer perceptions of online retailing ethics (CPORE) as a second-order construct of security, privacy, non-deception, fulfilment/reliability, and service recovery, using commitment-trust theory and Hofstede culture dimensions in Egypt. CPORE predicts satisfaction directly and via trust and commitment, with individualism moderating the CPORE–satisfaction link and power distance not significant.

Key findings

  • CPORE was confirmed as a second-order construct composed of five dimensions; the eleven-factor, one second-order factor model fit better than alternatives (AARS = 0.758, p < 0.001), and CPORE explained 81 per cent of customer satisfaction versus 72 per cent in the alternative.
  • The structural model explained 62 per cent of variance for trust, 68 per cent for commitment, 81 per cent for satisfaction, and 69 per cent for repurchase intention. Paths: CPORE→trust β = 0.79, CPORE→satisfaction β = 0.18, CPORE→commitment β = 0.40, trust→satisfaction β = 0.37, trust→commitment β = 0.47, commitment→satisfaction β = 0.51, commitment→repurchase intention β = 0.48, satisfaction→repurchase intention β = 0.38 (all p < 0.01).
  • Trust and commitment partially mediated the CPORE–satisfaction relationship; the indirect effect via trust and commitment was greater than the direct effect (β = 0.18, p < 0.01), and Sobel tests supported mediation (p < 0.001). Effect sizes: trust f² = 0.84 (large), satisfaction f² = 0.70 (large), commitment f² = 0.10 (small), repurchase intention f² = 0.26 (medium).
  • Individualism moderated the CPORE–satisfaction relationship (β = 0.11, p = 0.023), while power distance did not (β = 0.08, p = 0.07).

Methods

  • Survey in Egypt among indigenous consumers aged 18 and above, using online survey and e-mail; usable sample of 310 students from the American University in Cairo (110), Alexandria University (90), Assiut University (70), and Suez Canal University (40). Participants had to have purchased at least one item online in the last six months.
  • Measures used five-point Likert scales: security (five items), privacy (four), non-deception (four), and fulfilment/reliability (four) from Roman (2007); service recovery newly developed; trust and commitment adapted from Morgan and Hunt (1994); satisfaction (five items) from Anderson and Srinivasan (2003); repurchase intention (five items) from Siu et al. (2013); individualism and power distance (seven items) from Shin et al. (2007).
  • Analysis used structural equation modelling with partial least squares (PLS) in WarpPLS, including measurement model tests of convergent validity, discriminant validity, and reliability; structural model assessment; CFA comparing factor structures; Sobel tests for mediation; and Stone-Geisser Q².

Limitations

  • Stated in the paper: the study employed a convenience sample; future studies should use random sampling of general consumers. The authors did not examine antecedents of e-retailing ethics, did not include factors such as sex, age, and education, did not collect data from non-internet shoppers, and focused only on two national culture dimensions (individualism and power distance).
  • Evident from the text: the student sample and Egypt-specific context limit generalizability; the cross-sectional self-report survey design cannot establish causality; the text reports 310 usable respondents but Figure 2’s note says n = 130, an inconsistency; and the sample is skewed (61 per cent aged 20–30, 52 per cent post-graduate, 71 per cent monthly income £1,000 or below), which may affect representativeness.

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Registry

Crossref · 10.1108/intr-10-2014-0244

Cites

99 of 99 references verified0 citation errors · 0 not checkable

Statistics

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Claims the paper makes

0 of 90 cited sources checked · 0 supported · 0 flagged

  • Findingown data
    § 300 · p. 14

    Trust is significantly related to consumer satisfaction (β = 0.37, p < 0.01).

    “In relation to H5 results showed that trust is significantly related to consumer satisfaction ( B ¼ 0.37, p o 0.01.”
    Quote in the paperSubstantial claim
  • Findingcitation
    § 6.3 Structural model assessment · p. 13

    The overall fit measures indicate a good fit of the model: APC = 0.168 (p < 0.001), ARS = 0.773 (p < 0.001), AARS = 0.758 (p < 0.001), AVIF = 2.653, and GOF = 0.742.

    “The overall fit measures suggest that the model is a plausible representation of the structures underlying the empirical data. The APC ¼ (0.168, p o 0.001), ARS ¼ (0.773, p o 0.001), AARS ¼ (0.758, p o 0.001), AVIF ¼ (2.653), and GOF ¼ (0.742).”
    • Also stated in: § 300 · p. 15 · hedged
      “The fit indices values are as follow: APC ¼ (0.168, p o 0.001), ARS ¼ (0.773, p o 0.001), AARS ¼ (0.758, p o 0.001), AVIF ¼ (2.653), and GOF ¼ (0.742). They suggest good model fit with the data (statistically significant APC, ARS, and AARS), and low overall collinearity (AVIF o 5). As well as the geometric mean of the average communality (GOF) suggests a large effect size.”
    Quote in the paperSubstantial claim
  • Findingnone given
    § 8.1 Theoretical implications · p. 16

    The study provides empirical support for the developed model of CPORE with its multidimensional constructs.

    “First, the study provides empirical support for the developed model of CPORE with its multidimensional constructs.”
    Quote in the paperSubstantial claim
  • Findingown data
    § 300 · p. 14

    In the base model, the path from CPORE to satisfaction was significant (β = 0.11, p < 0.05).

    “As the results (in Table VI) indicate, the path from CPORE to satisfaction in the base model was significant ( B ¼ 0.11, p o 0.05)”
    Quote in the paperSubstantial claim
  • Findingown data
    § 300 · p. 14

    CPORE is significantly related to commitment (β = 0.40, p < 0.01).

    “CPORE is significantly related to commitment ( B ¼ 0.40, p o 0.01) (Figure 2).”
    Quote in the paperSubstantial claim
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    Findingown data
    § 6.3 Structural model assessment · p. 13

    The structural model explains 62% of variance for trust, 68% for commitment, 81% for satisfaction, and 69% for repurchase intention.

    “The model explains 62 per cent of variance for trust, 68 per cent of variance for commitment, 81 per cent of variance for satisfaction and 69 per cent of variance for the repurchase intention.”
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    Findingown data
    § 300 · p. 15

    Sobel tests supported the mediating effects of trust (p < 0.001) and commitment (p < 0.001).

    “To further test the mediating effects, we also conducted a Sobel test. The results also supported the mediating effects of trust ( p o 0.001) and commitment ( p o 0.001).”
    Quote in the paperSubstantial claim

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    Findingown data
    § 6.3 Structural model assessment · p. 13

    The eleven-factor model with one second-order factor fits the data much better than the other factor models, with a highly significant AARS difference (AARS = 0.758, p < 0.001).

    “The results show that the eleven factors model, one second-order factor fits the data much better than the other factor models. For example, the AARS difference between the proposed 11-factor model and the others models is highly significant (AARS ¼ 0.758, p o 0.001).”
    Quote in the paperSubstantial claim

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    Findingown data
    § 300 · p. 15

    Trust (f2 = 0.84) and satisfaction (f2 = 0.70) have a large effect size, commitment (f2 = 0.10) has a small effect size, and repurchase intention (f2 = 0.26) has a medium effect size.

    “Thus, our model suggested that both trust ( f 2 ¼ 0.84) and satisfaction ( f 2 ¼ 0.70) have a large effect size whereas commitment ( f 2 ¼ 0.10) has a small effect size and repurchase intention ( f 2 ¼ 0.26) has a medium effect size.”
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    Findingnone given
    § 8.2 Managerial implications · p. 17

    The present study compiled a list of 22 items, grouped into five factors, that online retailers can use to assess consumers' ethical perceptions.

    “The present study compiled a list of 22 items (grouped into five factors) that online retailers can use to assess such perceptions.”
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    Premisecitation
    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 4

    Consumer perceptions of online retailing ethics (CPORE) is composed of five dimensions: security, privacy, fulfilment/reliability, non-deception, and service recovery.

    “The conceptual domain of this construct is still evolving, but the construct displays these characteristics are: security, privacy, fulfilment/reliability, non-deception, and service recovery.”
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    § 1. Introduction · p. 3

    Culture is important in ethics, as individualism/collectivism strongly influences consumer attitudes and decision making.

    “Culture is important in ethics, as individualism/collectivism strongly influences consumer attitudes and decision making (Oyserman et al ., 2002).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    The level of uncertainty and risk that customers perceive in online transactions is not dependent on whether the transactions are actually secure or not.

    “On the other hand, Klang (2001) argued that the level of uncertainty and risk that customers perceive in online transactions is not dependent on whether the transactions are actually secure or not.”
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    § 1. Introduction · p. 3

    The way in which trust may be gained and the impact it has on e-business outcomes are not yet well understood.

    “Although, the way in which trust may be gained and the impact it has on e-business outcomes are not yet well understood ( Jones et al ., 2000).”
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    § 1. Introduction · p. 3

    The vast majority of earlier research is conceptual in nature and has primarily focused on privacy issues, overlooking other important ethical marketing issues surrounding the internet such as deception and dishonesty.

    “In addition, the vast majority of earlier research is conceptual in nature, and has primarily focused on privacy issues (e.g. Palmer, 2005) overlooking other important ethical marketing issues surrounding the internet such as deception and dishonesty (Mcintyre et al ., 1999; Roman and Cuestas, 2008).”
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    Premisecitation
    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Fulfilment/reliability is one of the key dimensions of online service quality as perceived by consumers.

    “Earlier research has found fulfilment/reliability to be one of the key dimensions of online service quality as perceived by consumers (Parasuraman et al ., 2005).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Reliable response is an important factor of service quality because it can influence customers' satisfaction.

    “Reliable response is an important factor of service quality because it can influence the customers ' satisfaction (Kalakota and Whinston, 1996).”
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    § 1. Introduction · p. 2

    The growth of e-commerce presents ethical issues because the internet represents a new environment for unethical behaviour.

    “The incredible growth of e-commerce presents ethical issues by the way internet represents new environment for unethical behaviour (Freestone and Michell, 2004).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Deceptive selling actions decrease customer satisfaction and trust.

    “Few studies (e.g. Ingram et al ., 2005; Ramsey et al ., 2007) found that deceptive selling actions decrease customer satisfaction and trust.”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Security provided by an online retailer refers to the safety of the computer and credit card or financial information.

    “The second factor, ' security ' provided by an online retailer refers to the safety of the computer and credit card or financial information (Bart et al ., 2005; Roman and Cuestas, 2008).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Reliability/fulfilment relates to the accurate display and description of a product so that consumers receive what they thought they ordered, and to the delivery of the right products within the promised frame.

    “The third factor, ' reliability/fulfilment ' is related to the accurate display and description of a product so that what consumers receive is what they thought they ordered, moreover the delivery of the right products within the frame promised (Wolfinbarger and Gilly, 2003).”
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    Premisecitation
    § 1. Introduction · p. 3

    Strategies to maintain trust are effective in establishing a positive frame of mind among consumers, while causes of negative events have a negative impact on the consumer mind.

    “Strategies to maintain trust are effective in establishing positive frame of mind among consumers, while causes of negative events have a negative impact on consumer mind (Chen et al ., 2013).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Non-deception refers to the consumer belief that an e-service provider will not use deceptive practices to influence consumers to purchase e-products.

    “The fourth factor, ' Non-deception ' refers to the consumer belief that an e-service provider will not use deceptive practices to influence consumers to purchase e-products (Limbu et al ., 2011).”
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    § 1. Introduction · p. 3

    Retailers can build mutually valuable relationships with customers through a trust-based collaboration process.

    “Retailers can build mutually valuable relationships with customers through a trust-based collaboration process (Dayal et al ., 2001).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Three dimensions of perceived justice influence how people evaluate exchanges: distributive, procedural, and interactional justice.

    “Social exchange theorists have identified three dimensions of perceived justice that influence how people evaluate exchanges: distributive, procedural, and interactional justice (Wu, 2013).”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Customers believe that internet payment channels are not always secure and could potentially be intercepted.

    “Customers believe that the internet payment channels are not always secure and could potentially be intercepted ( Jones and Vijayasarathy, 1998).”
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    § INTR 26,1 · p. 6

    Morgan and Hunt (1994) developed the key mediating variable (KMV) model of relationship marketing, which proposed trust and commitment as mediating variables between five antecedents and five outcomes.

    “Based on the commitment-trust theory, Morgan and Hunt (1994) developed the key mediating variable (KMV) model of relationships marketing.”
    • Also stated in: § INTR 26,1 · p. 6 · plain
      “The KMV model proposed trust and commitment as mediating variables between five antecedents (relationship termination cost, relationship benefits, shared value, communication, and opportunistic behaviour) and five outcomes (acquiescence, propensity to leave, co-operation, functional conflict, and decision-making uncertainty).”
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    Premisecitation
    § 1. Introduction · p. 3

    The online shopping environment, whose activity does not depend on interaction or social co-operation with other consumers, attracts individualists.

    “Frost et al . (2010) indicated that online shopping environment, whose activity does not depend on interaction or social co-operation with other consumers, attracts individualists.”
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    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Privacy extends beyond the uncertainty of providing personal information on websites to include the degree to which information is shared or sold to third parties that have marketing-related interests.

    “The first factor, ' privacy ' extends itself beyond the uncertainty of providing personal information on the websites, but includes the degree to which information is shared or sold to third parties that have marketing-related interests (Miyazaki and Fernandez, 2001).”
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    § 4.4 Trust and customer satisfaction · p. 8

    Trust before a specific exchange episode enhances consumers' post-purchase satisfaction, which in turn increases post-purchase trust.

    “Singh and Sirdeshmukh (2000) proposed a circular trust model. That is, trust before a specific exchange episode enhances consumers ' post-purchase satisfaction, which in turn increases post-purchase trust.”
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    § INTR 26,1 · p. 7

    Trust and/or commitment appear to be antecedents or precursors to satisfaction.

    “Some studies show that trust and/or commitment appear to be antecedents or precursors to satisfaction (e.g. Johnson et al ., 2008)”
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    § 4.6 Commitment and customer satisfaction · p. 9

    Commitment relates positively to satisfaction.

    “Göran et al . (2010) Found that commitment relates positively to satisfaction”
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    § INTR 26,1 · p. 6

    Morgan and Hunt (1994) claimed that their theory would apply for all relational exchanges involving supplier, customer, or employees.

    “Although they tested the model in the context of automobile tire retailing, Morgan and Hunt (1994) claimed that their theory would apply for all relational exchanges involving supplier, customer, or employees.”
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    § 3.1 Ethical issues in e-commerce · p. 4

    The ethical concern most often mentioned regarding marketing on the internet was the security of transactions.

    “The ethical concerns most often mentioned regarding marketing on the internet was the security of transactions.”
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    § 4.3 CPORE and commitment · p. 8

    There are positive relationships between ethical values of the company and customers' commitment in marketing.

    “Theoretical and empirical studies (Collier and Esteban, 2007; English, 2008) showed that there are positive relationships between ethical values of the company and customers commitment in marketing.”
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    § 4.2 CPORE and satisfaction · p. 8

    A salesperson with good ethics could establish a favourable relationship with the customer, thereby acquiring the customer's satisfaction and trust.

    “Some studies have indicated that a salesperson with good ethics could establish a favourable relationship with the customer, thereby acquiring the customer ' s satisfaction and trust (Vesel and Zabkar, 2009).”
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    § 3.1 Ethical issues in e-commerce · p. 4

    The current literature coverage of e-ethics is fragmented and the relationship between online retailing ethics and customer satisfaction is virtually absent.

    “Based on this, it is clear that the current literature coverage of e-ethics is fragmented and the relationship between online retailing ethics and customer satisfaction is virtually absent (Roman and Cuestas, 2008).”
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    § 4. Conceptual framework and hypotheses · p. 7

    Relationship commitment and trust are central to successful relational exchange.

    “Based on the Commitment-Trust theory, Morgan and Hunt (1994) constructed a KMV model to prove that relationship commitment and trust were central to successful relational exchange.”
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    § 4.2 CPORE and satisfaction · p. 8

    Online retailing ethics significantly impacts customer satisfaction.

    “However, prior researches have implied that online retailing ethics significantly impacts the customer satisfaction (e.g. Kurt and Hacioglu, 2010; Cheng, 2011).”
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    § 4.6 Commitment and customer satisfaction · p. 9

    Commitment is a precursor to satisfaction.

    “Several studies show that commitment is a precursor to satisfaction (e.g. Johnson et al ., 2008).”
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    Interpretationreasoning
    § 3.2 The nature of consumer perceptions of online retailing ethics (CPORE) · p. 5

    Customers' belief that internet payment channels are not always secure reduces their trust, discouraging them from providing personal information and making online purchases.

    “This reduces the customer ' s trust, discouraging them from providing personal information and making online purchases.”
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    § 4.8 Customer satisfaction and repurchase intention · p. 9

    Customer satisfaction is positively related to repurchase intention, as supported by prior product and service studies.

    “Several researchers have found satisfaction and attitude to be major antecedents of customer repurchase intention (e.g. Innis, 1991; Roest and Pieters, 1997).”
    • Also stated in: § 4.8 Customer satisfaction and repurchase intention · p. 9 · boosted
      “A direct positive relationship between customer satisfaction and repurchase intention is supported by a wide variety of product and service studies (Zhang et al ., 2011; Rose et al ., 2012).”
    • Also stated in: § 4.8 Customer satisfaction and repurchase intention · p. 9 · boosted
      “These studies establish that overall customer satisfaction with a service is strongly associated with the behavioural intention to return to the same service provider:”
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    § INTR 26,1 · p. 7

    The outcomes of trust and commitment promote relationship marketing success.

    “The theory suggests that these outcomes of trust and commitment promote relationship marketing success (Morgan and Hunt, 1994).”
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    § INTR 26,1 · p. 6

    Trust exists when one party has confidence in an exchange partner's reliability and integrity.

    “Morgan and Hunt (1994) felt that trust exists when one party has confidence in an exchange partner ' s reliability and integrity.”
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    § INTR 26,1 · p. 7

    Satisfaction is a focal outcome of buyer-seller relationships that is generally unlikely to develop in the absence of trust and commitment.

    “Skarmeas et al . (2008) stated that ' [ … ] satisfaction is a focal outcome of buyer -seller relationships that is generally unlikely to develop in the absence of trust and commitment ' .”
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    § INTR 26,1 · p. 6

    Online customers with a high propensity to trust perceive the risk to be less and thus have more trust in online transactions.

    “Online customers with a high propensity to trust perceive the risk to be less and thus have more trust in online transactions (Ba, 2001).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Ba, 2001

      Not checked in the free run.

  • May combine two claims.

    Interpretationnone given
    § 4.3 CPORE and commitment · p. 8

    If customers feel they are being treated unfairly by the salesperson because of unethical behaviour, perceptions of inequity will emerge, which in turn may translate into a desire of the customer to leave the relationship.

    “If customers feel they are being treated unfairly by the salesperson (e.g. because of unethical behaviour), perceptions of inequity will emerge, which in turn may translate into a desire of the customer to leave the relationship.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S4 (based). May combine two claims.

    Interpretationnone given
    § 4.4 Trust and customer satisfaction · p. 8

    Unlike offline retail stores, the inability to interact with a salesperson and electronic payment methods increase consumers' perceived risk of online purchasing.

    “Unlike offline retail stores, the inability to interact with a salesperson, moreover electronic payment method, increases consumers ' perceived risk of online purchasing.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation
    § INTR 26,1 · p. 6

    The likelihood of customers' preferential usage of the internet to buy products over traditional physical stores is influenced by the amount of customer trust concerning the delivery of goods and use of personal information.

    “Hoffman et al. (1999) argued that the likelihood of customers ' preferential usage of the internet to buy products over traditional physical stores is influenced by the amount of customer trust concerning the delivery of goods and use of personal information.”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Hoffman et al., 1999

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S4 (based).

    Premisereasoning
    § INTR 26,1 · p. 10

    Interdependence in low power distance societies is a necessary condition for trust, because trust is a willingness to be vulnerable under conditions of risk.

    “This is a necessary condition for trust because it is a willingness to be vulnerable under conditions of risk.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S4 (based).

    Premisereasoning
    § INTR 26,1 · p. 10

    Customers from high PD countries have less satisfaction towards online retailers than do customers from low PD countries.

    “Thus, customers from high PD countries have less satisfaction towards online retailers than do customers from low PD countries:”
    Quote in the paperNot a substantial claim
    • Rests on an assumption: In high power distance societies, superiors and subordinates consider each other as unequal and subordinates expect to be told what to do, while in low power distance societies they consider each other as equal and interdependent.

  • May combine two claims.

    Study design and conductown data
    § 6.2 Measurement model analysis · p. 13

    All constructs had variance inflation factors (VIF) values less than 2.2, within the cut-off level of 3.0.

    “All constructs had variance inflation factors (VIF) values less than 2.2, which is within the cut off level of 3.0.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductcitation
    § 5.1 Measurement of constructs · p. 10

    New scales for service recovery were developed consistent with established scale development procedures (Churchill, 1979).

    “New scales were developed for the service recovery as appropriate existing scales could not be found. Scales for this construct were developed consistent with established scale development procedures (Churchill, 1979).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Churchill, 1979

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation
    § 7. Discussion · p. 16

    Previous studies support a direct positive relationship between customer trust and repurchase intention.

    “These finding is consistent with previous studies that support a direct positive relationship between customer trust and repurchase intention (e.g. Mukherjee and Nath, 2003).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Mukherjee and Nath, 2003

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation
    § 7. Discussion · p. 16

    Trust and commitment promote relationship marketing success.

    “Trust and commitment promote relationship marketing success (Morgan and Hunt, 1994).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Morgan and Hunt, 1994

      Not checked in the free run.

  • Classified as probably not a substantial claim.

    Premisecitation
    § 7. Discussion · p. 16

    Hofstede (1980) concluded that Egypt, with a score of 22, is considered a collectivistic society.

    “This is in contrast to Hofstede (1980), who concluded that Egypt, with a score of 22 is considered a collectivistic society.”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites Hofstede (1980)

      Not checked in the free run.

  • Classified as probably not a substantial claim.

    Study design and conductcitation
    § 5.1 Measurement of constructs · p. 10

    Repurchase intention was measured using a five-item scale adapted from Siu et al. (2013).

    “Repurchase intention was measured using five items scale adapted from Siu et al . (2013).”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites Siu et al. (2013)

      Not checked in the free run.

  • Classified as probably not a substantial claim.

    Study design and conductcitation
    § 5.1 Measurement of constructs · p. 10

    Scales for trust and commitment were based on related studies (Morgan and Hunt, 1994), with wording modifications appropriate for this study.

    “The measured scales of trust and commitment generated based on related studies (Morgan and Hunt, 1994), with modifications to the wording as appropriate for our study.”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites Morgan and Hunt, 1994

      Not checked in the free run.

  • May combine two claims.

    Study design and conductown data
    § 300 · p. 15

    The cross-validated construct redundancy Q2 is positive for trust (0.53), commitment (0.62), satisfaction (0.59), and repurchase intention (0.62), satisfying the condition for predictive validity.

    “In the main PLS model, Q 2 is 0.53 for TRU, 0.62 for COM, 0.59 for SAT, and 0.62 for REP that is positive and hence satisfies this condition.”
    Quote in the paperSubstantial claim

  • Classified as probably not a substantial claim.

    Study design and conductcitation
    § 5.1 Measurement of constructs · p. 10

    Culture value (IND and PD) was measured using seven items proposed by Shin et al. (2007).

    “Finally, culture value (IND and PD) was measured using seven items proposed by Shin et al . (2007).”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites Shin et al. (2007)

      Not checked in the free run.

  • May combine two claims.

    Study design and conductown data
    § 298 · p. 12

    Early and late respondents did not differ significantly in gender or age (p > 0.05), so non-response bias was excluded.

    “The χ 2 -test for the early and late respondents shows they did not differ significantly ( p W 0.05) in gender or age. We therefore excluded the possibility of non-response bias.”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Interpretationreasoning
    § 7. Discussion · p. 16

    Online stores with good ethics could establish a favourable relationship with customers, thereby acquiring customers' satisfaction and trust.

    “Thus online stores with good ethics could establish a favourable relationship with customers, thereby acquiring the customers ' satisfaction and trust.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S1 (asserted), S4 (based).

    Premisereasoning
    § INTR 26,1 · p. 10

    Customers from high IND countries have higher satisfaction towards online retailers than do customers from low IND countries.

    “Thus, customers from high IND countries have high satisfaction towards online retailers than do customers from low IND countries:”
    Quote in the paperNot a substantial claim

  • May combine two claims.

    Study design and conductcitation
    § 5.2 Data collection and sample description · p. 10

    Convenience sampling is valid for this study because the study is exploratory and the questionnaire items are pertinent to the respondents.

    “Convenience samples are considered valid under two conditions: if the study is exploratory in nature and if the items on the questionnaire are pertinent to the respondents who answer them (Ferber, 1977). This study satisfies both of them.”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Ferber, 1977

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation
    § 7. Discussion · p. 16

    Trust and commitment appear to be antecedents or precursors to satisfaction.

    “Previous studies have suggested that trust and commitment appear to be antecedents or precursors to satisfaction (e.g. Göran et al ., 2010).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Göran et al., 2010

      Not checked in the free run.

  • Classified as probably not a substantial claim.

    Study design and conductcitation
    § 5.1 Measurement of constructs · p. 10

    Customer satisfaction was measured using a five-item scale adapted from Anderson and Srinivasan (2003).

    “In this study customer satisfaction was measured using five items scale adapted from Anderson and Srinivasan (2003).”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites Anderson and Srinivasan (2003)

      Not checked in the free run.

  • May combine two claims.

    Study design and conductcitation
    § 5.2 Data collection and sample description · p. 10

    Student samples are appropriate for online shopping research because students are computer-literate, potential consumers of electrical goods with actual online experiences, homogeneous, and technologically innovative.

    “Student samples have often been used in online shopping research (e.g. Kim et al ., 2007). This is justifiable as students are computer-literate, having few troubles in using new technology. Students are potential consumers of electrical goods, having actual online experiences (Yoo and Donthu, 2001), being homogeneous in nature ( Jahng et al ., 2000), and their technological advances and innovat”
    Quote in the paperSubstantial claim0 of 3 sources checked
    • cites Kim et al., 2007

      Not checked in the free run.

    • cites Yoo and Donthu, 2001

      Not checked in the free run.

    • cites Jahng et al., 2000

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S4 (based).

    Premisereasoning
    § INTR 26,1 · p. 10

    Customers from high PD countries believe that a service provider will be more likely to engage in unethical behaviour than customers from low PD countries.

    “Customers from high PD countries believe that a service provider will be more likely to engage in unethical behaviour than customers from low PD countries.”
    Quote in the paperNot a substantial claim
    • Rests on an assumption: In high power distance societies, superiors and subordinates consider each other as unequal and subordinates expect to be told what to do, while in low power distance societies they consider each other as equal and interdependent.

  • Classified as probably not a substantial claim.

    Premisecitation
    § 8.2 Managerial implications · p. 17

    Ethics can play a critical role in the formation and maintenance of long-term relationships with customers.

    “Research suggests that ethics can play a critical role in the formation and maintenance of long-term relationships with customers (Gundlach and Murphy, 1993).”
    Quote in the paperSubstantial claim0 of 1 sources checked
    • cites Gundlach and Murphy, 1993

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S2 (checkable), S3 (load-bearing).

    Premisecitation
    § INTR 26,1 · p. 18

    Online retailers could build organizational trust across tools of ethical management such as codes of ethics, training on ethics, and auditing ethics.

    “Online retailers could build organizational trust across tools of the ethical management such as codes of ethics, training on ethics, and auditing ethics (Pucetaite and Lamsa, 2008).”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Pucetaite and Lamsa, 2008

      Not checked in the free run.

  • Classified as probably not a substantial claim. May combine two claims.

    Study design and conductreasoning
    § 8.3 Limitation and future research · p. 18

    This study did not collect data from non-internet shoppers because the focus was online consumers referring to their latest purchase online.

    “Fourth, we did not collect data from non-internet shoppers because the focus of this study was online consumers referring to their latest purchase online.”
    Quote in the paperSubstantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Premisecitation
    § 8.1 Theoretical implications · p. 16

    In Wolfinbarger and Gilly's (2003) study, the security/privacy dimension refers to security of credit card payments and privacy of shared information.

    “For example, in Wolfinbarger and Gilly ' s (2003) study, the security/privacy dimension refers to: ' security of credit card payments and privacy of shared information ' .”
    Quote in the paperNot a substantial claim0 of 1 sources checked
    • cites Wolfinbarger and Gilly ' s (2003)

      Not checked in the free run.

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductnone given
    § 8.3 Limitation and future research · p. 18

    This study employed a convenience sample.

    “First, this study employed a convenience sample.”
    Quote in the paperNot a substantial claim

  • Probably not a substantial claim: may not pass S3 (load-bearing).

    Study design and conductnone given
    § 8.3 Limitation and future research · p. 18

    This study only focused on two national culture dimensions, IND and PD.

    “Finally, our study only focused on two national culture dimensions (IND and PD).”
    Quote in the paperNot a substantial claim
69 of 69

  • The paper relies on this without support.

    Little research has been conducted on the potential ethical issues regarding online retailing from the consumers' perspective.

    “Yet, little research has been conducted on the potential ethical issues regarding online retailing from the consumers ' perspective.”

  • The paper relies on this without support.

    The relationship between national culture (individualism, power distance, uncertainty avoidance) and the ethical perceptions of consumers is paramount for the prediction of customer satisfaction.

    “Finally although the relationship between national culture (e.g. IND, PD, and uncertainty avoidance) and the ethical perceptions of consumers is paramount for the prediction of customer satisfaction, literature still limited in this area.”

  • The paper relies on this without support.

    The literature on the relationship between national culture and the ethical perceptions of consumers is still limited.

    “Finally although the relationship between national culture (e.g. IND, PD, and uncertainty avoidance) and the ethical perceptions of consumers is paramount for the prediction of customer satisfaction, literature still limited in this area.”

  • The paper relies on this without support.

    Few studies in the online context have examined the relationship between CPORE and satisfaction.

    “Few studies in the online context have examined the relationship between CPORE and satisfaction.”

  • The paper relies on this without support.

    The influence of culture on the relationship between online retailing ethics and customer satisfaction has not been investigated.

    “The influence of culture on the relationship between online retailing ethics and customer satisfaction has not been investigated.”
    “The influence of culture on the relationship between online retailing ethics and customer satisfaction has not been investigated.”

  • The paper relies on this without support.

    In high power distance societies, superiors and subordinates consider each other as unequal and subordinates expect to be told what to do, while in low power distance societies they consider each other as equal and interdependent.

    “In high PD societies like Egypt, superiors and subordinates consider each other as unequal and subordinates expect to be told what to do, while in low PD societies, superiors and subordinates consider each other as equal and thus they are interdependent.”

  • The paper relies on this without support.

    Customer trust plays a key role in the success of any retail business.

    “Customer trust plays a key role in success of any retail business.”

  • The paper relies on this without support.

    Online shoppers can easily transfer between retailers with minimal associated switching costs.

    “Since it is difficult to build stronger relationships with customers in online business because online shoppers can easily transfer between retailers with minimal associated switching costs, e-retailers must first focus on decreasing consumer anxiety regarding transaction security and fulfilment.”
8 of 8

Claims other papers make about this one

Each is checked against this paper’s own text: does it say what the citing paper says it does?

Self-check

Percentages, sums and reported differences re-computed from the paper’s own numbers.

Each contradiction between two passages listed here was confirmed by an independent check.

  • Model figure reports a different sample size

    Major

    The methodology reports 310 usable student responses, but the note for the main PLS model reports n = 130.

  • Ten shoppers are not 2% of the sample

    Minor

    The table reports 10 respondents in the highest shopping-frequency category as 2.0% of the 310-person sample; they constitute about 3.23%.

    Reported 2 · recomputed 3.225806

  • The 52% experience group is not within two years

    Minor

    The text assigns 52% of respondents to experience within the previous two years. The table assigns 52% to the two-to-five-year group and 38% to the under-two-year group.

3 of 3

Cites

Flagged first, then by citations

Research works printed but not linked: 4

  1. Cheng, H.F. (2011), “The evaluation model for commerce ethics”, doctoral dissertation, Fu Jen Catholic, University Institute of Business Administration, Taipei.
  2. Gregory, G.M. (2007), “Dealing with new ethical issues on the internet”, Information Today , Vol. 24 No. 6, p. 36.
  3. Pucetaite, R. and Lamsa, A.M. (2008), “Advancing organizational trust in a post-socialist context: role of ethics management tools”, Economics and Management , Vol. 13 No. 2, pp. 381-388.
  4. Murphy, P.E. , Laczniak, G.R. , Bowie, N.E. and Klein, T.A. (2005), Ethical Marketing: Basic Ethics in Action , Pearson Prentice Hall, Upper Saddle River, NJ.

Cited by

Sorted by citations

Related

Authors
Elbeltagi, I., & Agag, G.
Affiliations
University of Plymouth (GB)
ORCID
Venue
Internet Research
Publisher
Emerald
Published
2016-02-01
Volume
26
Issue
1
Pages
288-310
ISSN
1066-2243 (ISSN-L)
DOI
10.1108/intr-10-2014-0244
OpenAlex
W2273013221
Semantic Scholar
024d383d81131b99dc05aab03afe4c9aae6f4f3e
Cited by
232
References
99
Citations by year
2026: 17 · 2025: 15 · 2024: 33 · 2023: 26 · 2022: 32 · 2021: 38 · 2020: 21 · 2019: 21 · 2018: 16 · 2017: 6 · 2016: 7
FWCI
32.40
Type
journal article
Language
en
Open access
closed
Licence
www.emerald.com/insight/site-policies (tdm)
Locations
  • Internet Research (publishedVersion)
  • Nottingham Trent University's Institutional Repository (Nottingham Trent Repository) (acceptedVersion)
Topics
  • Social Sciences › Business, Management and Accounting › Organizational Behavior and Human Resource Management › Customer Service Quality and Loyalty
  • Social Sciences › Decision Sciences › Information Systems and Management › Ethics in Business and Education
  • Social Sciences › Business, Management and Accounting › Marketing › Consumer Retail Behavior Studies
Keywords
customer satisfaction, repurchase intention, online shopping behavior, trust, customer commitment, individualism, power distance, internet security, online privacy, service recovery

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.

Claims read by deepseek-v4.1-flash under definition version 3 (extract-v3) on 2026-10-10.

Classified by jev-1.13-20260917 (gold-guideline-v0.2) on 2026-10-10.

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.

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