Modelling and testing consumer trust dimensions in e-commerce

Tiago Oliveira, Matilde Alhinho, Paulo Rita, Gurpreet Dhillon

Research output: Contribution to journalArticle

60 Citations (Scopus)

Abstract

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
Volume71
DOIs
Publication statusPublished - 1 Jun 2017

Fingerprint

Testing
Websites
Internet
Beneficence
Electronic Commerce
Modeling
Research
Mental Competency
Intentions

Keywords

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

Cite this

Oliveira, Tiago ; Alhinho, Matilde ; Rita, Paulo ; Dhillon, Gurpreet. / Modelling and testing consumer trust dimensions in e-commerce. In: Computers in Human Behavior. 2017 ; Vol. 71. pp. 153-164.
@article{a7e6f7ad285e43b8b82a55393762e249,
title = "Modelling and testing consumer trust dimensions in e-commerce",
abstract = "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.",
keywords = "Benevolence, Competence, E-commerce, Integrity, Trust",
author = "Tiago Oliveira and Matilde Alhinho and Paulo Rita and Gurpreet Dhillon",
note = "Oliveira, T., Alhinho, M., Rita, P., & Dhillon, G. (2017). Modelling and testing consumer trust dimensions in e-commerce. Computers in Human Behavior, 71, 153-164. https://doi.org/10.1016/j.chb.2017.01.050",
year = "2017",
month = "6",
day = "1",
doi = "10.1016/j.chb.2017.01.050",
language = "English",
volume = "71",
pages = "153--164",
journal = "Computers in Human Behavior",
issn = "0747-5632",
publisher = "Elsevier Science B.V., Amsterdam.",

}

Modelling and testing consumer trust dimensions in e-commerce. / Oliveira, Tiago; Alhinho, Matilde; Rita, Paulo; Dhillon, Gurpreet.

In: Computers in Human Behavior, Vol. 71, 01.06.2017, p. 153-164.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Modelling and testing consumer trust dimensions in e-commerce

AU - Oliveira, Tiago

AU - Alhinho, Matilde

AU - Rita, Paulo

AU - Dhillon, Gurpreet

N1 - Oliveira, T., Alhinho, M., Rita, P., & Dhillon, G. (2017). Modelling and testing consumer trust dimensions in e-commerce. Computers in Human Behavior, 71, 153-164. https://doi.org/10.1016/j.chb.2017.01.050

PY - 2017/6/1

Y1 - 2017/6/1

N2 - 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.

AB - 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.

KW - Benevolence

KW - Competence

KW - E-commerce

KW - Integrity

KW - Trust

UR - http://www.scopus.com/inward/record.url?scp=85011599434&partnerID=8YFLogxK

U2 - 10.1016/j.chb.2017.01.050

DO - 10.1016/j.chb.2017.01.050

M3 - Article

VL - 71

SP - 153

EP - 164

JO - Computers in Human Behavior

JF - Computers in Human Behavior

SN - 0747-5632

ER -