Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration

By Dan J Kim, Donald L. Ferrin, H. Rao. Information systems research, 2009

1,070 citations recorded by the source corpus.

Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of reasoned action, the extended valence framework, and expectation-confirmation theory, this study synthesizes a model of consumer trust and satisfaction in the context of e-commerce. The model considers not only how consumers formulate their prepurchase decisions, but also how they form their long-term relationships with the same website vendor by comparing their prepurchase expectations to their actual purchase outcome. The results indicate that trust directly and indirectly affects a consumer's purchase decision in combination with perceived risk and perceived benefit, and also that trust has a longer term impact on consumer e-loyalty through satisfaction. Thus, this study extends our understanding of consumer Internet transaction behavior as a three-fold (prepurchase, purchase, and postpurchase) process, and it recognizes the crucial, multiple roles that trust plays in this process. Implications for theory and practice as well as limitations and future directions are discussed.

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

View Paper: https://www.semanticscholar.org/paper/bc775ad77df6e7156527c3f92f69252381bffd83

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Citations in the corpus

Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective (2011, background): “Previous studies show that the valence framework is a valid model for the e-commerce environment [5,6]; however, several extensions are required to adapt it to the mobile environment.”
Psychological contract violation and customer intention to reuse online retailers: Exploring mediating and moderating mechanisms (2017, background): “In the context of online buyer–seller relationships, trust refers to a consumer's subjective belief that the online vendor will fulfil the transactional obligations as the consumer understands them (Kim et al., 2009).”
Assessing the effects of consumers' product evaluations and trust on repurchase intention in e-commerce environments (2018, background): “, Ba and Pavlou 2002; McKnight and Chervany, 2001), we define trust as the subjective assessment of a website’s performance (including its brand and the firm or seller associated with the website as a whole) based on buyers’ confident expectations in a particular transaction that takes place in an e”
Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation (2015, background): “…users ’ perception of the m-payment service providers ’ adherence to fair rules of conducting transactions, consistency in m-payment ’ s actions and policies, and the perception that m-payment will continue its commitment to provide reliable services (McKnight et al. 2002; Kim et al. 2009a, b, c).”
Factors affecting adoption of online banking: A meta-analytic structural equation modeling study (2015, background): “, risks) invested in exchange for expected future unguaranteed rewards [45, 69].”
The Effectiveness of Online Shopping Characteristics and Well-Designed Websites on Satisfaction (2012, background): “…consumers to choose among online retailers as well as the retailer factors driving customer satisfaction (e.g., Devaraj et al. 2002; Jiang and Rosenbloom 2005; Kim et al. 2009; Kotha et al. 2004; Lee and Overby 2004; Pan et al. 2002; Qu et al. 2008; Smith et al. 2000; Wolfinbarger and Gilly 2003).”
Online purchase determinants of loyalty: the mediating effect of satisfaction in tourism (2016, background): “In this context, e-customer satisfaction is considered as an antecedent of loyalty, in line with studies by Kim et al. (2009) and Anderson and Srinivasan (2003).”
Consumer Empowerment Through Internet-Based Co-creation (2009, background): “Finally, trust is an important condition for building and sustaining relationships [36, 72, 90].”
Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia (2011, background): “Kolsaker and Payne [2002] maintain that security reflects perceptions regarding the reliability of the payment methods used and the mechanisms of data transmission and storage.”
Consumer adoption of mobile banking in Jordan: Examining the role of usefulness, ease of use, perceived risk and self-efficacy (2016, background): “Kim et al. (2005) also supported that perceived risk related to using e-commerce applications is significantly predicted by the role of self-efficacy.”