Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-Loyalty

Cyr, Dianne

doi:10.2753/mis0742-1222240402

Cited by 766Technology Adoption and User BehaviourCustomer Service Quality and LoyaltyUsability and User Interface Design

Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-Loyalty

Cyr, Dianne·2008·Journal of Management Information Systems

DOI 10.2753/mis0742-1222240402

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Abstract

Despite rapidly increasing numbers of diverse online shoppers, the relationship of Web site design to trust, satisfaction, and loyalty has not previously been modeled across cultures. In the current investigation, three components of Web site design (information design, navigation design, and visual design) are considered for their impact on trust and satisfaction. In turn, relationships of trust and satisfaction to online loyalty are evaluated. Utilizing data collected from 571 participants in Canada, Germany, and China, various relationships in the research model are tested using partial least squares analysis for each country separately. In addition, the overall model is tested for all countries combined as a control and verification of earlier research findings, although this time with a mixed country sample. All paths in the overall model are confirmed. Differences are determined for separate country samples concerning whether navigation design, visual design, and information design result in trust, satisfaction, and ultimately loyalty-suggesting design characteristics should be a central consideration in Web site design across cultures.

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Country has been used as a proxy for culture at a group level by several past researchers in cross-cultural studies.
“However, country has been used as a proxy for culture at a group level by several past researchers in cross-cultural studies such as Lee et al. (2007) and Cyr (2008).”
From Individual level culture influence on online consumer iTrust aspects towards purchase intention across cultures: A S-O-R model (2015) · cites this paper as Cyr (2008)
Visual appearance such as colour and images resulted in high trust in collectivistic cultures but not in individualistic cultures.
“Visual appearance such as colour and images resulted in high trust in collectivistic cultures but not in individualistic cultures (Cyr, 2008).”
From Individual level culture influence on online consumer iTrust aspects towards purchase intention across cultures: A S-O-R model (2015) · cites this paper as Cyr, 2008
Consumers who are high on UA give more preference to web design, such as navigational design, for generating trust.
“Cyr (2008) found that consumers who are high on UA give more preference to web design, such as navigational design for generating trust.”
From Individual level culture influence on online consumer iTrust aspects towards purchase intention across cultures: A S-O-R model (2015) · cites this paper as Cyr (2008)

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Authors: Cyr, D.
Affiliations: Simon Fraser University (CA)
Corresponding author: Cyr, Dianne
Venue: Journal of Management Information Systems
Publisher: Informa UK Limited
Published: 2008-04
Volume: 24
Issue: 4
Pages: 47-72
ISSN: 0742-1222 (ISSN-L)
1557-928X
DOI: 10.2753/mis0742-1222240402
OpenAlex: W2073379693
Cited by: 766
References: 52
Citations by year: 2026: 16 · 2025: 20 · 2024: 29 · 2023: 51 · 2022: 41 · 2021: 61 · 2020: 56 · 2019: 49 · 2018: 34 · 2017: 56 · 2016: 54 · 2015: 49 · 2014: 51 · 2013: 55 · 2012: 47
FWCI: 72.97
Type: journal article
Language: en
Open access: closed
Locations: Journal of Management Information Systems (publishedVersion)
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
Physical Sciences › Computer Science › Human-Computer Interaction › Usability and User Interface Design
Keywords: web design, cross-cultural comparison, online trust, customer satisfaction, e-loyalty, information design, navigation design, visual design, online shopping

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Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-Loyalty

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