Title: The role of technical and relational factors in trust and predisposition for online commerce: digital markets and consumer perspective

Authors: Vânia Vilas Boas; Bruno Barbosa Sousa

Addresses: Polytechnic Institute of Cávado and Ave (IPCA), Campus do IPCA – Lugar do Aldão, 4750-810 Vila Frescainha (São Martinho), Barcelos, Portugal ' Polytechnic Institute of Cávado and Ave (IPCA), Campus do IPCA – Lugar do Aldão, 4750-810 Vila Frescainha (São Martinho), Barcelos, Portugal

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.

Keywords: consumer behaviour; digital markets; online commerce; trust.

DOI: 10.1504/IJECRM.2021.120353

International Journal of Electronic Customer Relationship Management, 2021 Vol.13 No.2, pp.166 - 185

Received: 06 Jul 2021
Accepted: 06 Sep 2021
Published online: 17 Jan 2022 *

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