Managing Consumer Trust in E-Commerce: Evidence from Advanced versus Emerging Markets
Sprache des Titels:
Englisch
Original Kurzfassung:
Purpose ? Gaining and maintaining trust in e-commerce is crucial for online purchases. Specifically, understanding trust formation and its consequences in a cross-market online shopping context is important as cross-market studies are scarce. Therefore, this study examines antecedents and consequences of consumer trust in online shopping (TOS) by comparing advanced and emerging markets.
Methodology ? To test the formulated hypotheses, data including 397 responses from Austria and 205 from Moldova are analysed. Using partial least squares (PLS) path modelling, implications for theory and practice in cross-market e-commerce are obtained.
Findings ? Empirical findings show that company reputation, perceived security and website quality positively influence consumer TOS. TOS corresponds directly positively with purchase intentions (PI). Our research confirms the negative relationship between trust and perceived risk (PR), as well as that between PR and PI. Furthermore, a significant difference between Austria and Moldova regarding the influence of experience and perceived website quality (PWQ) on TOS is observed.
Originality / value ? Our study fills research gaps concerning TOS within the context of cross-market e-commerce. It contributes theoretically and practically and reveals the importance of customer trust and risk reduction for online retailers within advanced and emerging markets in order to provoke online PI.
Sprache der Kurzfassung:
Englisch
Journal:
Internal Journal of Retail & Distribution Management
Erscheinungsmonat:
8
Erscheinungsjahr:
2024
ISSN:
0959-0552
Anzahl der Seiten:
19
Reichweite:
international
Publikationstyp:
Aufsatz / Paper in nicht-referierter Fachzeitschrift
Forschungs-