Publication Type

Conference Proceeding Article

Version

publishedVersion

Publication Date

12-2003

Abstract

There is little research on trust and satisfaction in the electronic commerce from a longitudinal (pre- and postpurchase) perspective. Based on previous frameworks and theories, this study developed a combined model of consumer trust and satisfaction in the context of Internet shopping. From the valance framework and expectation-confirmation theory, several prepurchase and post-purchase factors such as risk, benefit, consumer trust, expectation, confirmation, and satisfaction are investigated as research variables affecting consumer repurchase intention.

The results of the study show that trust is the strongest predictor of the consumer’s purchase intention. In addition, as in traditional consumer satisfaction studies, it holds true in electronic commerce consumer behavior studies that the consumer’s satisfaction is still the critical determinant to its consequence, i.e., willingness to repurchase.

Keywords

Consumer online trust, consumer satisfaction, repurchasing intention, valance framework, expectation-confirmation theory

Discipline

E-Commerce | Sales and Merchandising

Research Areas

Organisational Behaviour and Human Resources

Publication

International Conference on Information Systems ICIS 2003 Proceedings: 15-17 December 2003, Seattle, Washington

First Page

353

Last Page

365

Publisher

AIS

City or Country

Atlanta, GA

Copyright Owner and License

Authors

Additional URL

https://aisel.aisnet.org/icis2003/30/

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