A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers

National University of Singapore, Singapore; Kim, Hee-Woong; Xu, Yunjie; National University of Singapore, Singapore; Koh, Joon; Samsung Electronics

doi:10.17705/1jais.00056

Cited by 452Technology Adoption and User BehaviourCustomer Service Quality and LoyaltyPrivacy, Security, and Data Protection

A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers

National University of Singapore, Singapore, Kim, Hee-Woong, Xu, Yunjie, National University of Singapore, Singapore, Koh, Joon, Samsung Electronics·2004·Journal of the Association for Information Systems

DOI 10.17705/1jais.00056

Open this paper in CoChat — free account

Abstract

While vendors on the Internet may have enjoyed an increase in the number of clicks on their Web sites, they have also faced disappointments in converting these clicks into purchases. Lack of trust is identified as one of the greatest barriers inhibiting Internet transactions. Thus, it is essential to understand how trust is created and how it evolves in the Electronic Commerce (EC) context throughout a customer's purchase experience with an Internet store. As the first step in studying the dynamics of online trust building, this research aims to compare online trust-building factors between potential customers and repeat customers. For this purpose, we classify trust in an Internet store into potential customer trust and repeat customer trust, depending on the customer's purchase experience with the store. We find that trust building differs between potential customers and repeat customers in terms of antecedents. We also compare the effects of shared antecedents on trust between potential customers and repeat customers. We find that customer satisfaction has a stronger effect on trust building for repeat customers than other antecedents. We discuss the theoretical reasons for the differences and the implications of our research.

Integrity signals

Registry

Crossref · 10.17705/1jais.00056

Cites

67 of 67 references verified0 citation errors · 0 not checkable

Statistics

Recomputing p-values needs the paper’s full text.

Claims the paper makes

This paper’s full text isn’t openly available, so its claims and self-check weren’t run. The registry and citation checks still apply.

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?

Research efforts extending understanding of e-commerce institutional mechanisms to online repurchase have been limited.
“In contrast to the fruitful research findings on the role of institutional mechanisms in the context of initial online purchase, research efforts spent in extending the understanding of ecommerce institutional mechanisms to the context of online repurchase have been limited.”
From Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms1 (2014) · cites this paper as Kim et al. 2004
Empirical research adding evidence to the conjecture that institutional mechanisms may not take effect in existing relationships has been rare, with very few exceptions.
“Empirical research adding evidence to this conjecture has been rare, with very few exceptions (Kim et al. 2004).”
From Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms1 (2014) · cites this paper as Kim et al. 2004
Numerous studies have examined the respective direct effects of process-based and institution-based trust production on trust, with little research recognizing that different sources of trust production could complement each other.
“Numerous studies have examined their respective direct effects on trust (Flavian et al. 2006; Kim et al. 2004; Li et al. 2006; Ribbink et al. 2004) with little research recognizing that different sources of trust production could complement each other.”
From Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms1 (2014) · cites this paper as Kim et al. 2004

Evaluating structural equation models with unobservable variables and measurement error
Fornell, C., & Larcker, D. F. (1981) · Journal of Marketing Research · doi:10.1177/002224378101800104 · Cited by 109,190 · see citing works
Structural equation modeling in practice: A review and recommended two-step approach
Anderson, J. C., & Gerbing, D. W. (1988) · Psychological Bulletin · doi:10.1037/0033-2909.103.3.411 · Cited by 41,941 · see citing works
Multivariate Data Analysis.
Herne, H., Cooley, W. W., & Lohnes, P. R. (1973) · Journal of the Royal Statistical Society Series A (General) · doi:10.2307/2344428 · Cited by 35,801 · see citing works
Alternative Ways of Assessing Model Fit
Browne, M. W., & Cudeck, R. (1992) · Sociological Methods & Research · doi:10.1177/0049124192021002005 · Cited by 27,200 · see citing works
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241 · see citing works
SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality
Parasuraman, A., Berry, L. L., & Zeithaml, V. A. (1988) · Zenodo · doi:10.5281/zenodo.14579729 · Cited by 21,118 · see citing works
Multivariate Data Analysis
Einax, J. W., Zwanziger, H. W., & Geiß, S. (1997) · Wiley eBooks · doi:10.1002/352760216x.ch5 · Cited by 18,779 · see citing works
A Theory of Cognitive Dissonance
Morvan, C., & O’Connor, A. (2017) · Macat Library eBooks · doi:10.4324/9781912282432 · Cited by 18,284 · see citing works
A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions
Oliver, R. L. (1980) · Journal of Marketing Research · doi:10.1177/002224378001700405 · Cited by 14,494 · see citing works
Exchange and Power in Social Life.
Bierstedt, R., & Blau, P. M. (1965) · American Sociological Review · doi:10.2307/2091154 · Cited by 13,625 · see citing works
An integrative model of organizational trust
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995) · The Academy of Management Review · doi:10.2307/258792 · Cited by 10,736 · see citing works
Trust and TAM in Online Shopping: An Integrated Model1
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · MIS Quarterly · doi:10.2307/30036519 · Cited by 8,635 · see citing works
Testing Structural Equation Models.
Clogg, C. C., Bollen, K. A., & Long, J. S. (1995) · Social Forces · doi:10.2307/2580595 · Cited by 8,244 · see citing works
An Examination of the Nature of Trust in Buyer-Seller Relationships
Doney, P. M., & Cannon, J. P. (1997) · Journal of Marketing · doi:10.2307/1251829 · Cited by 6,822 · see citing works
Determinants of Long-Term Orientation in Buyer-Seller Relationships
Ganesan, S. (1994) · Journal of Marketing · doi:10.1177/002224299405800201 · Cited by 6,741 · see citing works
Structural Equation Modeling and Regression: Guidelines for Research Practice
Gefen, D., Straub, D., & Boudreau, M.-C. (2000) · Communications of the Association for Information Systems · doi:10.17705/1cais.00407 · Cited by 6,416 · see citing works
Developing and validating trust measures for e-commerce: an integrative typology
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002) · Information Systems Research · doi:10.1287/isre.13.3.334.81 · Cited by 5,550 · see citing works
The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships
Garbarino, E., & Johnson, M. S. (1999) · Journal of Marketing · doi:10.1177/002224299906300205 · Cited by 4,899 · see citing works
The antecedents and consequences of customer satisfaction for firms
Anderson, E. W., & Sullivan, M. W. (1993) · Marketing Science · doi:10.1287/mksc.12.2.125 · Cited by 4,610 · see citing works
The social psychology of telecommunications
Short, J., Williams, E., & Christie, B. (1976) · Cited by 4,435 · see citing works
Trust as a Social Reality
Lewis, J. D., & Weigert, A. (1985) · Social Forces · doi:10.2307/2578601 · Cited by 4,163 · see citing works
Structural equation modeling with LISREL, PRELIS, and SIMPLIS basic concepts, applications, and programming
Byrne, B. M. (1998) · Cited by 3,873 · see citing works
E-commerce: the role of familiarity and trust.
Gefen, D. (2000) · Omega · doi:10.1016/s0305-0483(00)00021-9 · Cited by 3,529 · see citing works
Untitled work
(1986) · Research in Organizational Behavior · Cited by 3,434 · see citing works
Trust in close relationships.
Rempel, J. K., Holmes, J. G., & Zanna, M. P. (1985) · Journal of Personality and Social Psychology · doi:10.1037/0022-3514.49.1.95 · Cited by 3,146 · cited 1× · see citing works
“Social psychologists define trust as cognition about the trustee (Rempel et al., 1985).”
Background
Trust And Distrust: New Relationships and Realities
Lewicki, R. J., McAllister, D. J., & Bies, R. J. (1998) · The Academy of Management Review · doi:10.5465/amr.1998.926620 · Cited by 3,091 · see citing works
Service quality delivery through web sites: a critical review of extant knowledge
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002) · Journal of the Academy of Marketing Science · doi:10.1177/009207002236911 · Cited by 2,729 · see citing works
Consumer trust in an Internet store
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000) · Information Technology and Management · doi:10.1023/a:1019104520776 · Cited by 2,577 · see citing works
Premiums for High Quality Products as Returns to Reputations
Shapiro, C. (1983) · The Quarterly Journal of Economics · doi:10.2307/1881782 · Cited by 2,327 · see citing works
Generalized Inverses, Ridge Regression, Biased Linear Estimation, and Nonlinear Estimation
Marquardt, D. W. (1970) · Technometrics · doi:10.2307/1267205 · Cited by 2,284 · see citing works
No Pain, No Gain: A Critical Review of the Literature on Signaling Unobservable Product Quality
Kirmani, A., & Rao, A. R. (2000) · Journal of Marketing · doi:10.1509/jmkg.64.2.66.18000 · Cited by 2,190 · see citing works
The impact of initial consumer trust on intentions to transact with a web site: a trust building model
Harrison McKnight, D., Choudhury, V., & Kacmar, C. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00020-3 · Cited by 2,164 · see citing works
The experience and evolution of trust: Implications for cooperation and teamwork
Jones, G. R., & George, J. M. (1998) · The Academy of Management Review · doi:10.2307/259293 · Cited by 2,135 · see citing works
Building consumer trust online
Hoffman, D. L., Novak, T. P., & Peralta, M. (1999) · Communications of the ACM · doi:10.1145/299157.299175 · Cited by 2,132 · see citing works
A trust model for consumer Internet shopping
Lee, M. K. O., & Turban, E. (2001) · International Journal of Electronic Commerce · doi:10.1080/10864415.2001.11044227 · Cited by 2,012 · see citing works
The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach
McKinney, V. R., Yoon, K., & Zahedi, F. M. (2002) · Information Systems Research · doi:10.1287/isre.13.3.296.76 · Cited by 1,982 · see citing works
A Reexamination of the Determinants of Consumer Satisfaction
Spreng, R. A., MACKENZIE, S. B., & Olshavsky, R. W. (1996) · Journal of Marketing · doi:10.1177/002224299606000302 · Cited by 1,902 · see citing works
Structural Equation Modeling with LISREL
Hayduk, L. A. (1988) · Johns Hopkins University Press eBooks · doi:10.56021/9780801834783 · Cited by 1,866 · see citing works
The social control of impersonal trust
Shapiro, S. P. (1987) · American Journal of Sociology · doi:10.1086/228791 · Cited by 1,725 · see citing works
Agency and Trust Mechanisms in Consumer Satisfaction and Loyalty Judgments
Singh, J., & Sirdeshmukh, D. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281014 · Cited by 1,635 · see citing works
Generalized expectancies for interpersonal trust.
Rotter, J. B. (1971) · American Psychologist · doi:10.1037/h0031464 · Cited by 1,604 · see citing works
The Effects of Supplier Fairness on Vulnerable Resellers
Kumar, N., Scheer, L. K., & Steenkamp, J. E. M. (1995) · Journal of Marketing Research · doi:10.2307/3152110 · Cited by 1,391 · see citing works
Individual Trust in Online Firms: Scale Development and Initial Test
(2002) · Journal of Management Information Systems · doi:10.1080/07421222.2002.11045715 · Cited by 1,347 · cited 4× · see citing works
“Some studies (Belanger et al., 2002; Bhattacherjee, 2002; Gefen, 2003b; Lee and Turban, 2001) considered a mix of the initial trust of potential customers and the trust of repeat customers, but did not investigate the potential difference in trust building between them.”
BackgroundInfluential
Initial trust formation in new organizational relationships
McKnight, D. H., Cummings, L. L., & Chervany, N. L. (1998) · The Academy of Management Review · doi:10.2307/259290 · Cited by 1,296 · see citing works
Trustworthiness in electronic commerce: the role of privacy, security, and site attributes
Bélanger, F., Hiller, J. S., & Smith, W. J. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00018-5 · Cited by 1,252 · see citing works
The Reputational Landscape
Fombrun, C. J., & vanRiel, C. B. M. (1997) · Corporate Reputation Review · doi:10.1057/palgrave.crr.1540024 · Cited by 1,232 · see citing works
An empirical examination of a model of perceived service quality and satisfaction
Spreng, R. A., & Mackoy, R. D. (1996) · Journal of Retailing · doi:10.1016/s0022-4359(96)90014-7 · Cited by 1,219 · see citing works
Direct Experience And Attitude-Behavior Consistency
Fázio, R. H., & Zanna, M. P. (1981) · Advances in experimental social psychology · doi:10.1016/s0065-2601(08)60372-x · Cited by 1,215 · see citing works
Antecedents of B2C Channel Satisfaction and Preference: Validating e-Commerce Metrics
Devaraj, S., Fan, M., & Kohli, R. (2002) · Information Systems Research · doi:10.1287/isre.13.3.316.77 · Cited by 1,205 · see citing works
Antecedents and consequences of trust and satisfaction in buyer‐seller relationships
Selnes, F. (1998) · European Journal of Marketing · doi:10.1108/03090569810204580 · Cited by 1,082 · see citing works
Collinearity, Power, and Interpretation of Multiple Regression Analysis
Mason, C. H., & Perreault, W. D. (1991) · Journal of Marketing Research · doi:10.2307/3172863 · Cited by 1,067 · see citing works
Customer Loyalty in E-Commerce
Drexel University, & Gefen, D. (2002) · Journal of the Association for Information Systems · doi:10.17705/1jais.00022 · Cited by 1,062 · see citing works
Collinearity, Power, and Interpretation of Multiple Regression Analysis
Mason, C. H., & Perreault, W. D. (1991) · Journal of Marketing Research · doi:10.1177/002224379102800302 · Cited by 1,026 · see citing works
CONFLICTING VOICES: THE EFFECTS OF INSTITUTIONAL OWNERSHIP HETEROGENEITY AND INTERNAL GOVERNANCE ON CORPORATE INNOVATION STRATEGIES.
Hoskisson, R. E., Hitt, M. A., Johnson, R. A., & Grossman, W. (2002) · Academy of Management Journal · doi:10.2307/3069305 · Cited by 971 · see citing works
Inexperience and experience with online stores: the importance of TAM and trust
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · IEEE Transactions on Engineering Management · doi:10.1109/tem.2003.817277 · Cited by 965 · see citing works
Signaling Unobservable Product Quality through a Brand Ally
Rao, A. R., Qu, L., & Ruekert, R. W. (1999) · Journal of Marketing Research · doi:10.1177/002224379903600209 · Cited by 963 · see citing works
Risk and Trust in Social Exchange: An Experimental Test of a Classical Proposition
Molm, L. D., Takahashi, N., & Peterson, G. (2000) · American Journal of Sociology · doi:10.1086/210434 · Cited by 951 · see citing works
A Reexamination of the Determinants of Consumer Satisfaction
Spreng, R. A., MACKENZIE, S. B., & Olshavsky, R. W. (1996) · Journal of Marketing · doi:10.2307/1251839 · Cited by 773 · see citing works
Online trust: a stakeholder perspective, concepts, implications, and future directions
Shankar, V., Urban, G. L., & Sultan, F. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00022-7 · Cited by 671 · see citing works
Trust and TAM in Online Shopping: An Integrated Model
Gefen, D., Karahanna, E., & Straub, D. W. (2003) · Journal of the Association for Information Systems · Cited by 602 · see citing works
Perils of Internet fraud: an empirical investigation of deception and trust with experienced Internet consumers
Grazioli, S., & Järvenpää, S. L. (2000) · IEEE Transactions on Systems Man and Cybernetics - Part A Systems and Humans · doi:10.1109/3468.852434 · Cited by 580 · see citing works
Institution-based trust in interorganizational exchange relationships: the role of online B2B marketplaces on trust formation
Pavlou, P. A. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00017-3 · Cited by 510 · see citing works
The Global Internet Shopper: Evidence from Shopping Tasks in Twelve Countries
Lynch, P. D., Kent, R. J., & Srinivasan, S. S. (2001) · Journal of Advertising Research · doi:10.2501/jar-41-3-15-23 · Cited by 347 · cited 1× · see citing works
“Most of the leading product categories in Internet shopping, such as tickets and music CDs, involve “low touch” and “no-touch” services (Lynch et al., 2001).”
Background
Cautions on the Use of the SERVQUAL Measure to Assess the Quality of Information Systems Services
Dyke, T. P. V., Prybutok, V. R., & Kappelman, L. A. (1999) · Decision Sciences · doi:10.1111/j.1540-5915.1999.tb00911.x · Cited by 231 · see citing works
Information Technology And Management
(2005) · Australian Accounting Review · doi:10.1111/j.1835-2561.2005.tb00252.x · Cited by 203 · see citing works
Electronic Commerce Relationships: Trust by Design
Keen, P. G. W., Ballance, G., Chan, S., & Schrump, S. (1999) · Cited by 197 · see citing works
Bonding and Nonbonding Signals of Product Quality
Ippolito, P. M. (1990) · The Journal of Business · doi:10.1086/296482 · Cited by 133 · see citing works

Flagged first, then by citations

3 of the 70 references couldn’t be matched to a known paper.

Sorted by citations

Trust and Electronic Government Success: An Empirical Study
Teo, T. S. H., Srivastava, S. C., & Jiang, L. J. (2008) · Journal of Management Information Systems · doi:10.2753/mis0742-1222250303 · Cited by 1,452 · see citing works
Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009) · Information Systems Research · doi:10.1287/isre.1080.0188 · Cited by 990 · see citing works
An empirical examination of continuance intention of mobile payment services
Zhou, T. (2012) · Decision Support Systems · doi:10.1016/j.dss.2012.10.034 · Cited by 957 · see citing works
An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust
Lin, H.-F. (2011) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2010.07.006 · Cited by 912 · see citing works
Why do travelers trust TripAdvisor? Antecedents of trust towards consumer-generated media and its influence on recommendation adoption and word of mouth
Filieri, R., Alguezaui, S., & McLeay, F. (2015) · Tourism Management · doi:10.1016/j.tourman.2015.05.007 · Cited by 882 · see citing works
An extension of Trust and TAM model with TPB in the initial adoption of on-line tax: An empirical study
Wu, I.-L., & Chen, J.-L. (2005) · International Journal of Human-Computer Studies · doi:10.1016/j.ijhcs.2005.03.003 · Cited by 879 · see citing works
Trust, Satisfaction, and Online Repurchase Intention: The Moderating Role of Perceived Effectiveness of E-Commerce Institutional Mechanisms1
Fang, Y., Qureshi, I., Sun, H., McCole, P., Ramsey, E., & Lim, K. H. (2014) · MIS Quarterly · doi:10.25300/misq/2014/38.2.04 · Cited by 770 · see citing works
What Signal Are You Sending? How Website Quality Influences Perceptions of Product Quality and Purchase Intentions1
Wells, Valacich, J. S., & Hess (2011) · MIS Quarterly · doi:10.2307/23044048 · Cited by 865 · see citing works
An empirical examination of initial trust in mobile banking
Zhou, T. (2011) · Internet Research · doi:10.1108/10662241111176353 · Cited by 589 · see citing works
Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model
Baabdullah, A. M., Alalwan, A. A., Rana, N. P., Kizgin, H., & Patil, P. P. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2018.09.002 · Cited by 656 · see citing works
Which is more important in Internet shopping, perceived price or trust?
Kim, H., Xu, Y. C., & Gupta, S. (2011) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2011.06.003 · Cited by 585 · see citing works
Self-citation
Gen Y customer loyalty in online shopping: An integrated model of trust, user experience and branding
Bilgihan, A. (2016) · Computers in Human Behavior · doi:10.1016/j.chb.2016.03.014 · Cited by 589 · see citing works
Understanding users' initial trust in mobile banking: An elaboration likelihood perspective
Zhou, T. (2012) · Computers in Human Behavior · doi:10.1016/j.chb.2012.03.021 · Cited by 509 · see citing works
Increasing trust in mobile commerce through design aesthetics
Li, Y.-M., & Yeh, Y.-S. (2010) · Computers in Human Behavior · doi:10.1016/j.chb.2010.01.004 · Cited by 468 · see citing works
Understanding consumers’ continuance intention towards mobile purchase: A theoretical framework and empirical study – A case of China
Gao, L., Waechter, K. A., & Bai, X. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.07.014 · Cited by 447 · see citing works
Why Do Internet Users Stick with a Specific Web Site? A Relationship Perspective
Li, D., Browne, G. J., & Wetherbe, J. C. (2006) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415100404 · Cited by 435 · see citing works
What signal are you sending? how website quality influences perceptions of product quality and purchase intentions
Wells, J. D., Valacich, J. S., & Hess, T. J. (2011) · MIS Quarterly · doi:10.5555/2017507.2017513 · Cited by 407 · see citing works
Determinants of continuance intention to use the smartphone banking services
Susanto, A., Chang, Y., & Ha, Y. (2016) · Industrial Management & Data Systems · doi:10.1108/imds-05-2015-0195 · Cited by 443 · see citing works
How do product recommendations affect impulse buying? An empirical study on WeChat social commerce
Chen, Y., Lu, Y., Wang, B., & Pan, Z. (2019) · Information & Management · doi:10.1016/j.im.2018.09.002 · Cited by 370 · see citing works
An investigation on online reviews in sharing economy driven hospitality platforms: A viewpoint of trust
Cheng, X., Fu, S., Sun, J., Bilgihan, A., & Okumuş, F. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.10.020 · Cited by 368 · see citing works
Explaining and Predicting the Impact of Branding Alliances and Web Site Quality on Initial Consumer Trust of E-Commerce Web Sites
Lowry, P. B., Vance, A., Moody, G. D., Beckman, B., & Read, A. (2008) · Journal of Management Information Systems · doi:10.2753/mis0742-1222240408 · Cited by 366 · see citing works
The Affective Response Model: A Theoretical Framework of Affective Concepts and Their Relationships in the ICT Context1
Zhang, P. (2013) · MIS Quarterly · doi:10.25300/misq/2013/37.1.11 · Cited by 331 · see citing works
The effects of privacy concerns and personal innovativeness on potential and experienced customers’ adoption of location-based services
Xu, H., & Gupta, S. (2009) · Electronic Markets · doi:10.1007/s12525-009-0012-4 · Cited by 333 · see citing works
Understanding the determinants of online repeat purchase intention and moderating role of habit: The case of online group-buying in Taiwan
Hsu, M., Chang, C., & Chuang, L.-W. (2014) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2014.09.002 · Cited by 330 · see citing works
Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust
Hsu, M., Chang, C., Chu, K.-K., & Lee, Y.-J. (2014) · Computers in Human Behavior · doi:10.1016/j.chb.2014.03.065 · Cited by 350 · see citing works
AI-powered chatbot communication with customers: Dialogic interactions, satisfaction, engagement, and customer behavior
Jiang, H., Cheng, Y., Yang, J., & Gao, S. (2022) · Computers in Human Behavior · doi:10.1016/j.chb.2022.107329 · Cited by 362 · see citing works
Factors affecting adoption of online banking: A meta-analytic structural equation modeling study
Montazemi, A. R., & Qahri-Saremi, H. (2015) · Information & Management · doi:10.1016/j.im.2014.11.002 · Cited by 293 · see citing works
Why Do Consumers Trust Online Travel Websites? Drivers and Outcomes of Consumer Trust toward Online Travel Websites
Agag, G., & El‐Masry, A. (2016) · Journal of Travel Research · doi:10.1177/0047287516643185 · Cited by 291 · see citing works
Understanding online shopping intention: the roles of four types of trust and their antecedents.
Hsu, M.-H., Chuang, L.-W., & Hsu, C.-S. (2014) · Internet Research · doi:10.1108/intr-01-2013-0007 · Cited by 255 · see citing works
The Effects of Trust-Assuring Arguments on Consumer Trust in Internet Stores: Application of Toulmin's Model of Argumentation
Kim, D., & Benbasat, I. (2006) · Information Systems Research · doi:10.1287/isre.1060.0093 · Cited by 239 · see citing works
Comparative assessment of structural equation modeling and multiple regression research methodologies: E-commerce context
Nusair, K., & Hua, N. (2009) · Tourism Management · doi:10.1016/j.tourman.2009.03.010 · Cited by 245 · see citing works
The impacts of quality and quantity attributes of Airbnb hosts on listing performance
Xie, K., & Mao, Z. (2017) · International Journal of Contemporary Hospitality Management · doi:10.1108/ijchm-07-2016-0345 · Cited by 237 · see citing works
On the Need to Include National Culture as a Central Issue in E-Commerce Trust Beliefs
Gefen, D., & Heart, T. H. (2006) · Journal of Global Information Management · doi:10.4018/jgim.2006100101 · Cited by 229 · see citing works
Why different trust relationships matter for information systems users
Söllner, M., Hoffmann, A., & Leimeister, J. M. (2016) · European Journal of Information Systems · doi:10.1057/ejis.2015.17 · Cited by 223 · see citing works
The Relative Importance of Website Design Quality and Service Quality in Determining Consumers’ Online Repurchase Behavior
Zhou, T., Lu, Y., & Wang, B. (2009) · Information Systems Management · doi:10.1080/10580530903245663 · Cited by 230 · see citing works
The relationship between website quality, trust and price premiums at online auctions
Gregg, D. G., & Walczak, S. (2010) · Electronic Commerce Research · doi:10.1007/s10660-010-9044-2 · Cited by 208 · see citing works
It-Mediated Customer Service Content and Delivery in Electronic Governments: An Empirical Investigation of the Antecedents of Service Quality1
Tan, C., Benbasat, I., & Cenfetelli, R. T. (2013) · MIS Quarterly · doi:10.25300/misq/2013/37.1.04 · Cited by 201 · see citing works
When ChatGPT Gives Incorrect Answers: The Impact of Inaccurate Information by Generative AI on Tourism Decision-Making
Kim, J. H., Kim, J., Park, J., Kim, C., Jhang, J., & King, B. (2025) · Journal of Travel Research · doi:10.1177/00472875231212996 · Cited by 202 · see citing works
Extending UTAUT2 toward acceptance of mobile learning in the context of higher education
Arain, A. A., Hussain, Z., Rizvi, W. H., & Vighio, M. S. (2019) · Universal Access in the Information Society · doi:10.1007/s10209-019-00685-8 · Cited by 210 · see citing works
Cooperation and competition between online travel agencies and hotels
Chang, Y.-W., Hsu, P., & Lan, Y.-C. (2018) · Tourism Management · doi:10.1016/j.tourman.2018.08.026 · Cited by 195 · see citing works
Understanding mobile banking individual performance
Tam, C., & Oliveira, T. (2017) · Internet Research · doi:10.1108/intr-05-2016-0117 · Cited by 209 · see citing works
Analysing online purchase intention in Spain: fashion e-commerce
Rodríguez, T. E., & Fernández, R. B. (2016) · Information Systems and e-Business Management · doi:10.1007/s10257-016-0319-6 · Cited by 202 · see citing works
Distinguishing the effects of B2B information quality, system quality, and service outcome quality on trust and distrust
McKnight, D. H., Lankton, N. K., Nicolaou, A. I., & Price, J. B. (2017) · The Journal of Strategic Information Systems · doi:10.1016/j.jsis.2017.01.001 · Cited by 185 · see citing works
The impact of website content dimension and e-trust on e-marketing effectiveness: The case of Iranian commercial saffron corporations
Rahimnia, F., & Hassanzadeh, J. F. (2013) · Information & Management · doi:10.1016/j.im.2013.04.003 · Cited by 181 · see citing works
Understanding the determinants of mobile payment continuance usage
Zhou, T. (2014) · Industrial Management & Data Systems · doi:10.1108/imds-02-2014-0068 · Cited by 178 · see citing works
Analyzing user perspective on the factors affecting use intention of mobile based transfer payment
Upadhyay, P., & Jahanyan, S. (2016) · Internet Research · doi:10.1108/intr-05-2014-0143 · Cited by 158 · see citing works
Examining customers’ trust in online vendors and their dropout decisions: An empirical study
Chau, P. Y. K., Hu, P. J., Lee, B. L. P., & Au, A. K. K. (2006) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2006.11.008 · Cited by 153 · see citing works
Sharing Sustainability: How Values and Ethics Matter in Consumers’ Adoption of Public Bicycle-Sharing Scheme
Yin, J., Qian, L., & Singhapakdi, A. (2016) · Journal of Business Ethics · doi:10.1007/s10551-016-3043-8 · Cited by 154 · see citing works
Exploring the role of IT for environmental sustainability in China: An empirical analysis
Cai, S., Chen, X., & Bose, I. (2013) · International Journal of Production Economics · doi:10.1016/j.ijpe.2013.01.030 · Cited by 150 · see citing works
The Effect of Website Design Dimensions on Initial Trust: A Synthesis of the Empirical Literature
Karimov, F. P., Brengman, M., & Hove, L. V. (2011) · VUBIR (Vrije Universiteit Brussel) · Cited by 148 · see citing works
Determinants of trust towards tourist destinations
Marinao Artigas, E., Yrigoyen, C. C., Moraga, E. T., & Villalón, C. B. (2017) · Journal of Destination Marketing & Management · doi:10.1016/j.jdmm.2017.03.003 · Cited by 154 · see citing works
Signaling effect of website usability on repurchase intention
Pee, L. G., Jiang, J. J., & Klein, G. L. (2018) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2017.12.010 · Cited by 151 · see citing works
Determining the antecedents of mobile payment loyalty: Cognitive and affective perspectives
Yuan, S., Liu, L., Su, B., & Hai, Z. (2020) · Electronic Commerce Research and Applications · doi:10.1016/j.elerap.2020.100971 · Cited by 159 · see citing works
The Moderating Effect of Transaction Experience on the Decision Calculus in On-Line Repurchase
Gupta, S., & Kim, H. (2007) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415120105 · Cited by 174 · see citing works
Self-citation
An Exploratory Study of the Formation and Impact of Electronic Service Failures1
Tan, C., Benbasat, I., & Cenfetelli, R. T. (2016) · MIS Quarterly · doi:10.25300/misq/2016/40.1.01 · Cited by 139 · see citing works
The role of Security, Design and Content factors on customer trust in mobile commerce
Nilashi, M., Ibrahim, O., Mirabi, V. R., Ebrahimi, L., & Zare, M. (2015) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2015.05.002 · Cited by 140 · see citing works
Exploring the antecedents of trust in virtual communities
Hsu, M., Chang, C., & Yen, C. (2011) · Behaviour and Information Technology · doi:10.1080/0144929x.2010.549513 · Cited by 136 · see citing works
Could AI livestream perform better than KOL in cross-border operations?
Niu, B., Yu, X., & Dong, J. (2023) · Transportation Research Part E Logistics and Transportation Review · doi:10.1016/j.tre.2023.103130 · Cited by 132 · see citing works
E-commerce web site loyalty: A cross cultural comparison
Chen, V., Yen, D. C., Pornpriphet, W., & Widjaja, A. E. (2014) · Information Systems Frontiers · doi:10.1007/s10796-014-9499-0 · Cited by 131 · see citing works
The role of social media during the pre-purchasing stage
Song, S., & Yoo, M. (2016) · Journal of Hospitality and Tourism Technology · doi:10.1108/jhtt-11-2014-0067 · Cited by 127 · see citing works
Shopping destinations and trust – Tourist attitudes: Scale development and validation
Choi, M., Law, R., & Heo, C. Y. (2016) · Tourism Management · doi:10.1016/j.tourman.2016.01.005 · Cited by 125 · see citing works
Online information quality and consumer satisfaction: The moderating roles of contextual factors – A meta-analysis
Ghasemaghaei, M., & Hassanein, K. (2015) · Information & Management · doi:10.1016/j.im.2015.07.001 · Cited by 130 · see citing works
Platform-Based Function Repertoire, Reputation, and Sales Performance of E-Marketplace Sellers1
Li, H., Fang, Y., Lim, K. H., & Wang, Y. (2019) · MIS Quarterly · doi:10.25300/misq/2019/14201 · Cited by 122 · see citing works
Understanding Customer Repurchase Intention in E-commerce: Role of Perceived Price, Delivery Quality, and Perceived Value
Ali, A., & Bhasin, J. (2019) · Jindal Journal of Business Research · doi:10.1177/2278682119850275 · Cited by 122 · see citing works
What influence users’ e-finance continuance intention? The moderating role of trust
Zhou, W., Tsiga, Z. D., Li, B., Zheng, S., & Jiang, S. (2018) · Industrial Management & Data Systems · doi:10.1108/imds-12-2017-0602 · Cited by 126 · see citing works
Predicting trust in online advertising with an SEM-artificial neural network approach
Leong, L.-Y., Hew, T.-S., Ooi, K., & Dwivedi, Y. K. (2020) · Expert Systems with Applications · doi:10.1016/j.eswa.2020.113849 · Cited by 119 · see citing works
Mobile banking adoption in an emerging economy
Priya, R., Gandhi, A. V., & Shaikh, A. (2018) · Benchmarking An International Journal · doi:10.1108/bij-01-2016-0009 · Cited by 114 · see citing works
Antecedents of tourism destination reputation: The mediating role of familiarity
Artigas, E. M., Vilches‐Montero, S., & Chasco, C. (2015) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2015.06.005 · Cited by 117 · see citing works
The Drivers in the Use of Online Whistle-Blowing Reporting Systems
Lowry, P. B., Moody, G. D., Galletta, D. F., & Vance, A. (2013) · Journal of Management Information Systems · doi:10.2753/mis0742-1222300105 · Cited by 113 · see citing works
The effects of online trust-building mechanisms on trust and repurchase intentions: An empirical study on eBay
Liu, Y., & Tang, X. (2018) · Information Technology & People · doi:10.1108/itp-10-2016-0242 · Cited by 111 · see citing works
Examining customers’ continuance intentions towards internet banking usage
Ofori, K. S., Boateng, H., Okoe, A. F., & Gvozdanović, I. (2017) · Marketing Intelligence & Planning · doi:10.1108/mip-11-2016-0214 · Cited by 116 · see citing works
Exploring the moderators and causal process of trust transfer in online-to-offline commerce
Xiao, L., Zhang, Y. E., & Fu, B. (2019) · Journal of Business Research · doi:10.1016/j.jbusres.2019.01.069 · Cited by 109 · see citing works
Applying virtual reality for trust-building e-commerce environments
Papadopoulou, P. (2006) · Virtual Reality · doi:10.1007/s10055-006-0059-x · Cited by 102 · see citing works
Customer Information Sharing with E-Vendors: The Roles of Incentives and Trust
Premazzi, K., Castaldo, S., Grosso, M., Raman, P., Brudvig, S., & Hofacker, C. F. (2010) · International Journal of Electronic Commerce · doi:10.2753/jec1086-4415140304 · Cited by 103 · see citing works
The art of appeal in electronic commerce: Understanding the impact of product and website quality on online purchases
Liu, F., Xiao, B., Lim, E. T. K., & Tan, C.-W. (2017) · Internet Research · doi:10.1108/intr-09-2016-0280 · Cited by 100 · see citing works
Predicting behavioural intention toward Islamic bank: a multi-group analysis approach
Suhartanto, D. (2019) · Journal of Islamic marketing · doi:10.1108/jima-02-2018-0041 · Cited by 100 · see citing works
Does Emotional Intelligence of Online Shoppers Affect Their Shopping Behavior? From a Cognitive-Affective-Conative Framework Perspective
Lim, S. H., & Kim, D. J. (2020) · International Journal of Human-Computer Interaction · doi:10.1080/10447318.2020.1739882 · Cited by 100 · see citing works
Untitled work
(2012) · Cited by 100 · see citing works
Cognitive and institutional predictors of initial trust toward an online retailer
Eastlick, M. A., & Lotz, S. L. (2011) · International Journal of Retail & Distribution Management · doi:10.1108/09590551111117527 · Cited by 100 · see citing works
Factors Affecting Online Purchase Intention: Effects of Technology and Social Commerce
Athapaththu, J. C., & Kulathunga, D. (2018) · International Business Research · doi:10.5539/ibr.v11n10p111 · Cited by 110 · see citing works
The effect of intrinsic and extrinsic quality cues of digital video games on sales: An empirical investigation
Choi, H. S., Ko, M. S., Medlin, D., & Chen, C. (2017) · Decision Support Systems · doi:10.1016/j.dss.2017.12.005 · Cited by 94 · see citing works
Is the influence of privacy and security on online trust the same for all type of consumers?
Riquelme, I. P., & Román, S. (2014) · Electronic Markets · doi:10.1007/s12525-013-0145-3 · Cited by 94 · see citing works
Modeling the determinants of consumers' attitudes toward online group buying: Do risks and trusts matters?
Sukı, N. M., & Suki, N. M. (2017) · Journal of Retailing and Consumer Services · doi:10.1016/j.jretconser.2017.02.002 · Cited by 92 · see citing works
The role of trust belief and its antecedents in a community‐driven knowledge environment
Kim, B., & Han, I. (2009) · Journal of the American Society for Information Science and Technology · doi:10.1002/asi.21041 · Cited by 93 · see citing works
Are U.K. Citizens Satisfied With E-Government Services? Identifying and Testing Antecedents of Satisfaction
Weerakkody, V., Irani, Z., Lee, H., Hindi, N. M., & Osman, I. H. (2016) · Information Systems Management · doi:10.1080/10580530.2016.1220216 · Cited by 91 · see citing works
Service mobile apps: a millennial generation perspective
Leon, S. (2018) · Industrial Management & Data Systems · doi:10.1108/imds-10-2017-0479 · Cited by 103 · see citing works
Understanding group-buying websites continuance
Zhang, H., Lu, Y., Gupta, S., & Gao, P. (2015) · Internet Research · doi:10.1108/intr-05-2014-0127 · Cited by 95 · see citing works
The role of trust and risk perceptions in cloud archiving — Results from an empirical study
Burda, D., & Teuteberg, F. (2014) · The Journal of High Technology Management Research · doi:10.1016/j.hitech.2014.07.008 · Cited by 88 · see citing works
Trust Development in Globally Distributed Collaboration: A Case of U.S. and Chinese Mixed Teams
Cheng, X., Fu, S., & Druckenmiller, D. A. (2016) · Journal of Management Information Systems · doi:10.1080/07421222.2016.1267521 · Cited by 84 · see citing works
Current State of Information Security Research In IS
Zafar, H., & Clark, J. G. (2009) · Communications of the Association for Information Systems · doi:10.17705/1cais.02434 · Cited by 82 · see citing works
A macro model of online information quality perceptions: A review and synthesis of the literature
Ghasemaghaei, M., & Hassanein, K. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.09.027 · Cited by 84 · see citing works
How does online doctor–patient interaction affect online consultation and offline medical treatment?
Xing, W., Hsu, P. Y., Chang, Y.-W., & Shiau, W. (2019) · Industrial Management & Data Systems · doi:10.1108/imds-05-2019-0261 · Cited by 79 · see citing works
A Model of Customers' Trust in E-Businesses: Micro-Level Inter-Party Trust Formation
Kim, E.-J., & Tadisina, S. K. (2007) · Journal of Computer Information Systems · doi:10.1080/08874417.2007.11645998 · Cited by 81 · see citing works
Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective
Yang, S.-Q. (2015) · Information Systems and E-Business Management · doi:10.1007/s10257-015-0274-7 · Cited by 79 · see citing works
Factors impacting the acceptance of mobile data services – A systematic literature review
Ovčjak, B., Heričko, M., & Polančič, G. (2015) · Computers in Human Behavior · doi:10.1016/j.chb.2015.06.013 · Cited by 79 · see citing works
Exploring the Trust Influencing Mechanism of Robo-Advisor Service: A Mixed Method Approach
Cheng, X., Guo, F., Chen, J., Li, K., Zhang, Y., & Gao, P. F. (2019) · Sustainability · doi:10.3390/su11184917 · Cited by 83 · see citing works
Understanding continuance usage of mobile sites
Zhou, T. (2013) · Industrial Management & Data Systems · doi:10.1108/imds-01-2013-0001 · Cited by 75 · see citing works
An analysis of the relationship between quality and user acceptance in smartphone apps
Noh, M., & Lee, K. T. (2015) · Information Systems and e-Business Management · doi:10.1007/s10257-015-0283-6 · Cited by 75 · see citing works
User acceptance of Internet banking in Indonesia: initial trust formation
Susanto, A., Lee, H., Zo, H., & Ciganek, A. P. (2013) · Information Development · doi:10.1177/0266666912467449 · Cited by 79 · see citing works
Toward a contagion-based model of mobile banking adoption
Chaouali, W., & Hedhli, K. E. (2018) · International Journal of Bank Marketing · doi:10.1108/ijbm-05-2017-0096 · Cited by 72 · see citing works

The Effect of Trust on Customers' Online Repurchase Intention in Consumer-to-Consumer Electronic Commerce
Jia, L., Cegielski, C. G., & Zhang, Q. (2015) · IGI Global eBooks · doi:10.4018/978-1-4666-9466-8.ch068
Consumer Trust and Repurchase Intention in Online Shopping: A Descriptive Study
Sheikh, N. S. (2025) · Anusandhanvallari
Understanding online customer repurchasing intention and the mediating role of trust – an empirical investigation in two developed countries
Qureshi, I., Fang, Y., Ramsey, E., McCole, P., Ibbotson, P., & Compeau, D. (2009) · European Journal of Information Systems · doi:10.1057/ejis.2009.15 · Cited by 262 · see citing works
Understanding The Effects of Satisfaction and Trust on E - Repeat Purchase Intention: An Ergonomic Approach
Dewi, D. S., Sudiarno, A., Dewi, R. S., & Aritonang, J. (2021) · International Conference on Industrial Engineering and Operations Management (IEOM) · doi:10.46254/sa02.20210670
The Impact of Multi‐dimensional Trust for Customer Satisfaction
Choi, J. R., Sohn, C., & Lee, H. J. (2010) · Management Science and Financial Engineering · Cited by 9 · see citing works

Authors: National University of Singapore, S., Kim, H.-W., Xu, Y., National University of Singapore, S., Koh, J., & Electronics, S.
Affiliations: National University of Singapore (SG)
Corresponding author: Koh, Joon
ORCID: Kim, Hee-Woong
Xu, Yunjie
Koh, Joon
Venue: Journal of the Association for Information Systems
Publisher: Association for Information Systems
Published: 2004-10
Volume: 5
Issue: 10
Pages: 392-420
ISSN: 1536-9323 (ISSN-L)
DOI: 10.17705/1jais.00056
OpenAlex: W2293834668
Cited by: 452
References: 70
Citations by year: 2026: 11 · 2025: 15 · 2024: 14 · 2023: 17 · 2022: 27 · 2021: 27 · 2020: 27 · 2019: 31 · 2018: 37 · 2017: 26 · 2016: 37 · 2015: 31 · 2014: 23 · 2013: 30 · 2012: 18
FWCI: 16.28
Type: journal article
Language: en
Open access: closed
Locations: Journal of the Association for Information Systems (publishedVersion)
Journal of the Association for Information Systems (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: e-commerce, potential customers, repeat customers, customer satisfaction, antecedents of trust, online store, online purchase decision

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 ›

Are you an author, or do you see a problem with this page? Request a review

A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers

Abstract

Integrity signals

Claims the paper makes

Claims other papers make about this one

Cites

Cited by

Related

Record

About these checks