The DOI matches its Crossref record; 67 of the 70 references it cites were found in a registry or an index.
A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers
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.
Overview
Integrity signals
Registry
Cites
Statistics
Verification
Claims the paper makes
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?
In the citing paper
“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
In the citing paper
“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
In the citing paper
“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
Citations
Cites
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
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
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
Alternative Ways of Assessing Model Fit
Browne, M. W., & Cudeck, R. (1992) · Sociological Methods & Research · doi:10.1177/0049124192021002005 · Cited by 27,200
A Theory of Cognitive Dissonance
Festinger, L. (1957) · doi:10.1515/9781503620766 · Cited by 24,241
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
Einax, J. W., Zwanziger, H. W., & Geiß, S. (1997) · Wiley eBooks · doi:10.1002/352760216x.ch5 · Cited by 18,779
A Theory of Cognitive Dissonance
Morvan, C., & O’Connor, A. (2017) · Macat Library eBooks · doi:10.4324/9781912282432 · Cited by 18,284
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
Exchange and Power in Social Life.
Bierstedt, R., & Blau, P. M. (1965) · American Sociological Review · doi:10.2307/2091154 · Cited by 13,625
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
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
Testing Structural Equation Models.
Clogg, C. C., Bollen, K. A., & Long, J. S. (1995) · Social Forces · doi:10.2307/2580595 · Cited by 8,246
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
Determinants of Long-Term Orientation in Buyer-Seller Relationships
Ganesan, S. (1994) · Journal of Marketing · doi:10.1177/002224299405800201 · Cited by 6,741
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
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
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
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
Lewis, J. D., & Weigert, A. (1985) · Social Forces · doi:10.2307/2578601 · Cited by 4,163
Byrne, B. M. (1998) · Cited by 3,873
E-commerce: the role of familiarity and trust.
Gefen, D. (2000) · Omega · doi:10.1016/s0305-0483(00)00021-9 · Cited by 3,529
(1986) · Research in Organizational Behavior · Cited by 3,434
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×
“Social psychologists define trust as cognition about the trustee (Rempel et al., 1985).”
BackgroundTrust 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
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
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
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
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 2,286
Generalized Inverses, Ridge Regression, Biased Linear Estimation, and Nonlinear Estimation
Marquardt, D. W. (1970) · Technometrics · doi:10.2307/1267205 · Cited by 2,284
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
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
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
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
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 1,997
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 1,933
Structural Equation Modeling with LISREL
Hayduk, L. A. (1988) · Johns Hopkins University Press eBooks · doi:10.56021/9780801834783 · Cited by 1,874
The social control of impersonal trust
Shapiro, S. P. (1987) · American Journal of Sociology · doi:10.1086/228791 · Cited by 1,725
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
Generalized expectancies for interpersonal trust.
Rotter, J. B. (1971) · American Psychologist · doi:10.1037/h0031464 · Cited by 1,604
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 1,419
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×
“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.”
BackgroundInfluentialFombrun, C. J., & vanRiel, C. B. M. (1997) · Corporate Reputation Review · doi:10.1057/palgrave.crr.1540024 · Cited by 1,318
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 1,306
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
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 1,248
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 1,246
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
Antecedents and consequences of trust and satisfaction in buyer‐seller relationships
Selnes, F. (1998) · European Journal of Marketing · doi:10.1108/03090569810204580 · Cited by 1,105
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 1,078
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
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
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
Hoskisson, R. E., Hitt, M. A., Johnson, R. A., & Grossman, W. (2002) · Academy of Management Journal · doi:10.2307/3069305 · Cited by 971
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
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
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
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
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
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 592
Pavlou, P. A. (2002) · The Journal of Strategic Information Systems · doi:10.1016/s0963-8687(02)00017-3 · Cited by 510
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×
“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).”
BackgroundCautions 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 229
Information Technology And Management
(2005) · Australian Accounting Review · doi:10.1111/j.1835-2561.2005.tb00252.x · Cited by 203
Electronic Commerce Relationships: Trust by Design
Keen, P. G. W., Ballance, G., Chan, S., & Schrump, S. (1999) · Cited by 197
Bonding and Nonbonding Signals of Product Quality
Ippolito, P. M. (1990) · The Journal of Business · doi:10.1086/296482 · Cited by 133
(1976)
Cited by
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 1,523
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2009) · Information Systems Research · doi:10.1287/isre.1080.0188 · Cited by 990
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 1,013
Lin, H.-F. (2011) · International Journal of Information Management · doi:10.1016/j.ijinfomgt.2010.07.006 · Cited by 912
Filieri, R., Alguezaui, S., & McLeay, F. (2015) · Tourism Management · doi:10.1016/j.tourman.2015.05.007 · Cited by 882
Metadata
- 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
- 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)
- 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 › Marketing › 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
