The role of technical and relational factors in trust and predisposition for online commerce: digital markets and consumer perspective Online publication date: Mon, 17-Jan-2022
by Vânia Vilas Boas; Bruno Barbosa Sousa
International Journal of Electronic Customer Relationship Management (IJECRM), Vol. 13, No. 2, 2021
Abstract: There is a growing importance in the business world to be present in the online environment. It is relevant to understand what kinds of performance have better results for consumers. The biggest changes that have taken place in the commerce sector in recent years were, largely, a consequence of technological developments, such as online commerce (e.g., pandemic context). Based on the literature, a research model was developed in which one looked for the answers to these questions. The application of the model to a group of 180 respondents, allowed the understanding of the relations between service quality, system quality and quality information, satisfaction, trust, perceived risk, perceived usefulness, perceived ease of use, and intention to buy. This research contributes to a better theoretical understanding of trust in online commerce and helps to identify the characteristics that make part of its construction by consumers, providing relevant data that can help them to define the best marketing strategies.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Customer Relationship Management (IJECRM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com