The individual performance outcome behind e-commerce: Integrating information systems success and overall trust

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Abstract

Purpose: While most e-commerce studies focus on the understanding of online customer behaviour, mainly adoption and purchase behaviours. The purpose of this paper is to examine the relationship between e-commerce and individual performance. The authors test the role of systems, information and service quality in e-commerce use and user satisfaction. Trust may become an important aspect for a consumer’s decision making, based on this the authors identify the effect of the role of trust on e-commerce use, user satisfaction and its impact on individual performance. This research has theoretical and managerial implications, since the protagonism of e-commerce is increasing in both academia and industry. Design/methodology/approach: The authors apply a research model that integrates information systems success dimensions and user behaviour in the form of trust. The empirical approach was based on an online survey questionnaire of 437 individuals from Portugal. Findings: The results reveal that overall quality and overall trust are important to explain use and user satisfaction in the context of e-commerce, which further leads to individual performance. The findings indicate that a higher level of use and user satisfaction increase individual performance. Originality/value: The authors integrate information systems success dimensions and overall trust to understand the significance of e-commerce individual performance. The authors expect the results to enrich the understanding of the importance of considering both technological and behavioural factors to increase the success of e-commerce.

Original languageEnglish
Pages (from-to)439-462
Number of pages24
JournalInternet Research
Volume30
Issue number2
Early online date22 Oct 2019
DOIs
Publication statusPublished - May 2020

Keywords

  • DeLone and McLean model
  • E-commerce
  • Individual performance
  • Overall trust
  • Use of information systems
  • User satisfaction

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