The development of initial trust in an online company by new customers

The development of initial trust in an online company by new customers Lack of trust in online companies is a primary reason why many web users do not shop online. This study proposes a model to explain how new customers of a web-based company develop initial trust in the company after their first visit. The model is empirically tested using a questionnaire-based field study. The results indicate that perceived company reputation and willingness to customize products and services can significantly affect initial trust. Perceived web site usefulness, ease of use, and security control are also significant antecedents of initial trust. Finally, we found no support for the hypothesized effect of individual customer trust propensity on initial trust. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Information & Management Elsevier

The development of initial trust in an online company by new customers

Loading next page...
 
/lp/elsevier/the-development-of-initial-trust-in-an-online-company-by-new-customers-5M1YOP0Iau
Publisher
Elsevier
Copyright
Copyright © 2003 Elsevier B.V.
ISSN
0378-7206
DOI
10.1016/j.im.2003.08.004
Publisher site
See Article on Publisher Site

Abstract

Lack of trust in online companies is a primary reason why many web users do not shop online. This study proposes a model to explain how new customers of a web-based company develop initial trust in the company after their first visit. The model is empirically tested using a questionnaire-based field study. The results indicate that perceived company reputation and willingness to customize products and services can significantly affect initial trust. Perceived web site usefulness, ease of use, and security control are also significant antecedents of initial trust. Finally, we found no support for the hypothesized effect of individual customer trust propensity on initial trust.

Journal

Information & ManagementElsevier

Published: Jan 1, 2004

References

  • Using protocol analysis to evaluate the usability of a commercial web site
    Benbunan-Fich, R
  • External manifestations of trustworthiness in the interface
    Cassell, J; Bickmore, T
  • Building consumer trust online
    Hoffman, D.L; Novak, T.P; Peralta, M
  • Consumer trust in an internet store
    Jarvenpaa, S.L; Tractinsky, N; Vitale, M
  • The impact of initial consumer trust on Intentions to transact with a web site: a trust building model
    McKnight, D.H; Choudhury, V; Kacmar, C
  • Extending the TAM for a world-wide-web context
    Moon, J.W; Kim, Y.G
  • i2i trust in E-commerce
    Olson, J.S; Olson, G.M
  • Trust and relationship building in electronic commerce
    Papadopoulou, P; Andreou, A; Kanellis, P; Martakos, D
  • Key dimensions of business-to-consumer web sites
    Ranganathan, C; Ganapathy, S
  • The importance of trust in electronic commerce
    Ratnasingham, P
  • Reputation Systems
    Resnick, P; Zeckhauser, R; Friedman, E; Kuwabara, K
  • Some antecedents and effects of trust in virtual communities
    Ridings, C.M; Gefen, D; Arinze, B
  • Building firm trust online
    Schoder, D; Yin, P.L
  • Antecedents and consequences of trust and satisfaction in buyer–seller relationships
    Selnes, F

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off