Modelling and testing consumer trust dimensions in e-commerce

Tiago Oliveira, Matilde Alhinho, Paulo Rita, Gurpreet Dhillon

Research output: Contribution to journalArticlepeer-review

143 Citations (Scopus)
15 Downloads (Pure)


Prior research has found trust to play a significant role in shaping purchase intentions of a consumer. However there has been limited research where consumer trust dimensions have been empirically defined and tested. In this paper we empirically test a path model such that Internet vendors would have adequate solutions to increase trust. The path model presented in this paper measures the three main dimensions of trust, i.e. competence, integrity, and benevolence. And assesses the influence of overall trust of consumers. The paper also analyses how various sources of trust, i.e. consumer characteristics, firm characteristic, website infrastructure and interactions with consumers, influence dimensions of trust. The model is tested using 365 valid responses. Findings suggest that consumers with high overall trust demonstrate a higher intention to purchase online.

Original languageEnglish
Pages (from-to)153-164
Number of pages12
JournalComputers in Human Behavior
Publication statusPublished - 1 Jun 2017


  • Benevolence
  • Competence
  • E-commerce
  • Integrity
  • Trust


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