Are the Drivers and Role of Online Trust the Same for All Web Sites and Consumers?: A Large-Scale Exploratory Empirical Study

By Y. Bart, Venkatesh Shankar, Fareena Sultan, Glen L. Urban. 2005

468 citations recorded by the source corpus.

Abstract The authors develop a conceptual model that links Web site and consumer characteristics, online trust, and behavioral intent. They estimate this model on data from 6831 consumers across 25 sites from eight Web site categories, using structural equation analysis with a priori and post hoc segmentation. The results show that the influences of the determinants of online trust are different across site categories and consumers. Privacy and order fulfillment are the most influential determinants of trust for sites in which both information risk and involvement are high, such as travel sites. Navigation is strongest for information-intensive sites, such as sports, portal, and community sites. Brand strength is critical for high-involvement categories, such as automobile and financial services sites. Online trust partially mediates the relationships between Web site and consumer characteristics and behavioral intent, and this mediation is strongest (weakest) for sites oriented toward infrequently (frequ...

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/b2a7aff02b7ff9cad025bde808511a7bb44335b8

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

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Citations in the corpus

Consumer Fear of Online Identity Theft: Scale Development and Validation (2015, background): “Therefore, whether consumers decide to transfer personal and financial data online, depends in part on the trust in a specific online vendor (Bart et al. 2005; McCole, Ramsey, and Williams 2010).”
Conveying Trustworthiness to Online Consumers: Reactions to Consensus, Physical Store Presence, Brand Familiarity, and Generalized Suspicion (2010, background): “Recent research (e.g., Bart et al. 2005; Walczuch and Lundgren 2004) indicates that the latter two categories have very little impact on consumer trust in online retailers.”
Opportunities for Innovation in the Delivery of Interactive Retail Services (2010, background): “…gratification from participating in the service experience, role clarity and perceptions of role ability (Meuter et al. 2005; Puccinelli et al. 2009), need to control the service experience (Phelps, D'Souza, and Nowak 2001), and perceptions of the retailer's trustworthiness (Bart et al. 2005).”
Conversational robo advisors as surrogates of trust: onboarding experience, firm perception, and consumer financial decision making (2020, result): “…the findings of this research contribute to prior work on trust formation between machines and humans (Coeckelbergh 2012; Hancock et al. 2011; Laursen 2013) and the role of trust as a critical component in market exchange processes (Bart et al. 2005; Hoffman et al. 1999; Palmatier et al. 2013).”
Perceived risk and trust associated with purchasing at electronic marketplaces (2006, background): “Next to the trust and risk constructs we focused on, other characteristics of the online exchange environment are likely to explain part of the remaining attitude variance (cf. Bart et al., 2005).”
Antecedents of Online Reviews’ Usage and Purchase Influence: An Empirical Comparison of U.S. and Korean Consumers (2009, background): “Research on Internet shopping suggests that those with relatively more online experience frequently use Internet media (Bart et al. 2005; Lohse, Bellman, and Johnson 2000; Park and Jun 2003).”
A new understanding of satisfaction model in e-re-purchase situation (2010, background): “Such arguments are supported by the empirical findings of Bart et al. (2005)”
“I’m Mad and I Can’t Get That Service Failure Off My Mind” (2012, background): “In addition, we measured customer tendency to ruminate (Scott and McIntosh 1999), customer technology anxiety (Meuter et al. 2003), and customer Internet use (Bart et al. 2005).”
E-LOYALTY IS NOT ALL ABOUT TRUST, PRICE ALSO MATTERS: EXTENDING EXPECTATION-CONFIRMATION THEORY IN BOOKSELLING WEBSITES (2013, background): “In addition to this, determinants of e-trust also seem to be influenced across site categories [Bart et al. 2005].”