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.
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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
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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
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