Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration
Abstract
Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of reasoned action, the extended valence framework, and expectation-confirmation theory, this study synthesizes a model of consumer trust and satisfaction in the context of e-commerce. The model considers not only how consumers formulate their prepurchase decisions, but also how they form their long-term relationships with the same website vendor by comparing their prepurchase expectations to their actual purchase outcome. The results indicate that trust directly and indirectly affects a consumer's purchase decision in combination with perceived risk and perceived benefit, and also that trust has a longer term impact on consumer e-loyalty through satisfaction. Thus, this study extends our understanding of consumer Internet transaction behavior as a three-fold (prepurchase, purchase, and postpurchase) process, and it recognizes the crucial, multiple roles that trust plays in this process. Implications for theory and practice as well as limitations and future directions are discussed.
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Previous studies have identified positive relationships between trust and satisfaction in the online context.
“Previous studies have also identified its positive relationships in the online context [95,96].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [95]
The positive linkage between trust and satisfaction is expected by the cognitive-emotive causal order and social exchange theory and is in line with other empirical findings.
“The positive linkage between trust and satisfaction is expected by the cognitive-emotive causal order and social exchange theory [80] and is also in line with other empirical findings [95,96].”
From Investigating the Impact of Critical Factors on Continuance Intention towards Cross-Border Shopping Websites (2019) · cites this paper as [95]
The extended valence framework indicates that perceived risks, perceived benefits, and trust have direct effects on consumers' purchase intention.
“The extended valence framework indicates that perceived risks, perceived benefits, and trust have direct effects on consumers' purchase intention.”
From Why people participate in the sharing economy: an empirical investigation of Uber (2018) · cites this paper as Kim et al., 2009
The extended valence framework suggests that trust alters consumers' perceptions of risks negatively and benefits positively.
“the extended framework suggests that trust alters consumers' perceptions of risks negatively and benefits positively”
From Why people participate in the sharing economy: an empirical investigation of Uber (2018) · cites this paper as Kim et al., 2009
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- Authors
- Kim, D. J., Ferrin, D. L., & Rao, H. R.
- Affiliations
- University of Houston - Clear Lake (US)
- Singapore Management University (SG)
- University at Buffalo, State University of New York (US)
- Venue
- Information Systems Research
- Published
- 2009-06
- Volume
- 20
- Issue
- 2
- Pages
- 237-257
- ISSN
- 1047-7047 (ISSN-L)
- 1526-5536
- OpenAlex
- W2155791402
- Cited by
- 990
- References
- 77
- Citations by year
- 2026: 52 · 2025: 55 · 2024: 58 · 2023: 92 · 2022: 91 · 2021: 86 · 2020: 61 · 2019: 76 · 2018: 56 · 2017: 47 · 2016: 61 · 2015: 59 · 2014: 59 · 2013: 43 · 2012: 44
- FWCI
- 37.53
- Type
- journal article
- Language
- en
- Open access
- closed
- Locations
- Information Systems Research (publishedVersion)
- Singapore Management University Institutional Knowledge (InK) (Singapore Management University) (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 › Business, Management and Accounting › Marketing › Consumer Behavior and Marketing Influence
- Keywords
- consumer trust, customer satisfaction, B2C e-commerce, e-loyalty, purchase decision, risk perception, perceived benefits, theory of reasoned action, expectation confirmation theory
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