International Business Management

Year: 2016
Volume: 10
Issue: 3
Page No. 228 - 240

Mediating Effect of e-Service Quality Perceptions on Attitude and Trust Toward Online Shopping

Authors : Mohammad Al-Nasser, Rushami Zien Yusoff, Rabiul Islam, Irwan Shah Zainal Abidin and Shamzaeffa Samsudin

References

Ajzen, I. and M. Fishbein, 1980. Understanding Attitudes and Predicting Social Behavior. Prentice-Hall, Englewood Cliffs, New Jersey, ISBN-13: 978-0139364358, Pages: 278.

Alsajjan, B. and C. Dennis, 2010. Internet banking acceptance model: Cross-Market examination. J. Bus. Res., 63: 957-963.
CrossRef  |  Direct Link  |  

Auh, S., 2005. The effects of soft and hard service attributes on loyalty: The mediating role of trust. J. Serv. Market., 19: 80-92.
CrossRef  |  Direct Link  |  

Bagozzi, R.P. and Y. Yi, 1988. On the evaluation of structural equation models. J. Acad. Market. Sci., 16: 74-94.
CrossRef  |  Direct Link  |  

Baron, R.M. and D.A. Kenny, 1986. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic and statistical considerations. J. Pers. Social Psychol., 51: 1173-1182.
CrossRef  |  PubMed  |  Direct Link  |  

Bart, Y., V. Shankar, F. Sultan and G.L. Urban, 2005. Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. J. Market., 69: 133-152.
CrossRef  |  Direct Link  |  

Bell, E. and A. Bryman, 2003. Business Research Methods. Oxford University Press, New York, USA.

Blau, P.M., 1964. Exchange and Power in Social Life. 1st Edn., John Wiley and Sons, New York, USA., ISBN-13: 9780887386282, Pages: 352.

Boshoff, C., 2007. A psychometric assessment of E-S-qual: A scale to measure electronic service quality. J. Electron. Commerce Res., 8: 101-114.
Direct Link  |  

Boss, R.W., 1978. Trust and managerial problem solving revisited. Group Organ. Stud., 3: 331-342.
CrossRef  |  Direct Link  |  

Burns, A. and R. Burns, 2008. Basic Marketing Research. 2nd Edn., Pearson Education, New Jersey, USA..

Buttner, O.B. and A.S. Goritz, 2008. Perceived trustworthiness of online shops. J. Consumer Behav., 7: 35-50.
CrossRef  |  Direct Link  |  

Carlson, J. and A. O'Cass, 2010. Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites. J. Serv. Market., 24: 112-127.
CrossRef  |  Direct Link  |  

Carmines, E.G. and R.A. Zeller, 1979. Reliability and Validity Assessment. Sage Publications, Beverly Hills, CA., ISBN-13: 9780803913714, Pages: 72.

Chang, M.K., W. Cheung and V.S. Lai, 2005. Literature derived reference models for the adoption of online shopping. Inform. Manage., 42: 543-559.
CrossRef  |  Direct Link  |  

Collis, J. and R. Hussey, 2003. Business Research: A Practical Guide for Undergraduate and Postgraduate Students. 2nd Edn., Palgrave Macmillan, Hampshire, UK.

Corritore, C.L., B. Kracher and S. Wiedenbeck, 2003. On-line trust: Concepts, evolving themes, a model. Int. J. Hum. Comput. Stud., 58: 737-758.
CrossRef  |  Direct Link  |  

Crocker, L. and J. Algina, 1986. Introduction to Classical and Modern Test Theory. Holt, Rinehart and Winston, New York, USA., ISBN-13: 9780030616341, Pages: 527.

Cronbach, L.J., 1951. Coefficient alpha and the internal structure of tests. Psychometrika, 16: 297-334.
CrossRef  |  Direct Link  |  

Crowell, W., 2001. Trust, the e-commerce difference. Credit Card Manage., 14: 80-80.

Cyr, D., 2008. Modeling web site design across cultures: Relationships to trust, satisfaction and e-loyalty. J. Manage. Inform. Syst., 24: 47-72.
CrossRef  |  Direct Link  |  

Dancey, C. and J. Reidy, 2008. Statistics without Maths for Psychology: Using SPSS for Windows. 4th Edn., Prentice Hall, New Delhi, India.

Doney, P.M. and J.P. Cannon, 1997. An examination of the nature of trust in buyer-seller relationships. J. Market., 61: 35-51.
CrossRef  |  Direct Link  |  

Doolin, B., S. Dillon, F. Thompson and J.L. Corner, 2005. Perceived risk, the internet shopping experience and online purchasing behavior: A New Zealand perspective. J. Global Inform. Manage., 13: 66-88.
Direct Link  |  

Dwyer, F.R. and R.R. LaGace, 1986. On the nature and role of buyer-seller trust. Proceedings of the American Medical Association Summer Educators Conference, Volume 11, August 3-6, 1986, Chicago, IL., USA., pp: 40-45.

Fassnacht, M. and I. Koese, 2006. Quality of electronic services: Conceptualizing and testing a hierarchical model. J. Serv. Res., 9: 19-37.
CrossRef  |  Direct Link  |  

Fornell, C. and D.F. Larcker, 1981. Evaluating structural equation models with unobservable variables and measurement error. J. Market. Res., 18: 39-50.
CrossRef  |  Direct Link  |  

Fukuyama, F., 1995. Trust: The Social Virtues and the Creation Prosperity. Hamish Hamilton, London, UK.

Ganguly, B., S.B. Dash, D. Cyr and M. Head, 2010. The effects of website design on purchase intention in online shopping: The mediating role of trust and the moderating role of culture. Int. J. Electron. Bus., 8: 302-330.
CrossRef  |  Direct Link  |  

Gefen, D., 2000. E-commerce: The role of familiarity and trust. Omega, 28: 725-737.
CrossRef  |  Direct Link  |  

Gefen, D., 2002. Reflections on the dimensions of trust and trustworthiness among online consumers. ACM SIGMIS Database, 33: 38-53.
CrossRef  |  Direct Link  |  

Grabner-Kraeuter, S., 2002. The role of consumers' trust in online-shopping. J. Bus. Ethics, 39: 43-50.
CrossRef  |  Direct Link  |  

Grabner-Krauter, S. and E.A. Kaluscha, 2003. Empirical research in on-line trust: A review and critical assessment. Int. J. Hum. Comput. Stud., 58: 783-812.
CrossRef  |  Direct Link  |  

Hair, J.F., R.E. Anderson, R.L. Tatham and W.C. Black, 1992. Multivariate Data Analysis with Readings. 3rd Edn., Macmillan Publishing Company, New York, USA.

Hair, J.F., W.C. Black, B.J. Babin and R.E. Anderson, 2010. Multivariate Data Analysis: A Global Perspective. 7th Edn., Pearson Education Inc., Upper Saddle River, NJ., USA., ISBN-13: 9780135153093, Pages: 800.

Harris, L.C. and M.M.H. Goode, 2004. The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. J. Retail., 80: 139-158.
CrossRef  |  Direct Link  |  

Hess, J.S., 1995. Construction and Assessment of a Scale to Measure Consumer Trust. In: AMA Winter Educator's Proceedings, Stern, B. and G.M. Zinkhans (Eds.). Vol. 6, American Medical Association, Chicago, IL., pp: 20-26.

Hubbard, J. and R.C. Mannell, 2001. Testing competing models of the leisure constraint negotiation process in a corporate employee recreation setting. Leisure Sci.: Interdiscip. J., 23: 145-163.
CrossRef  |  

Jarvenpaa, S.L., N. Tractinsky and L. Saarinen, 1999. Consumer trust in an internet store: A cross-cultural validation. J. Comput. Mediated Commun., 5: 1-35.
CrossRef  |  

Jarvenpaa, S.L., N. Tractinsky and M. Vitale, 2000. Consumer trust in an internet store. Inform. Technol. Manage., 1: 45-71.
CrossRef  |  Direct Link  |  

Johnson-George, C. and W.C. Swap, 1982. Measurement of specific interpersonal trust: Construction and validation of a scale to assess trust in a specific other. J. Personality Social Psychol., 43: 1306-1317.
CrossRef  |  Direct Link  |  

Joshi, A.W. and R.L. Stump, 1999. The contingent effect of specific asset investments on joint action in manufacturer-supplier relationships: An empirical test of the moderating role of reciprocal asset investments, uncertainty and trust. J. Acad. Market. Sci., 27: 291-305.
CrossRef  |  Direct Link  |  

Judd, C.M. and D.A. Kenny, 1981. Process analysis: Estimating mediation in treatment evaluations. Eval. Rev., 5: 602-619.
CrossRef  |  

Kantsperger, R. and W.H. Kunz, 2010. Consumer trust in service companies: A multiple mediating analysis. Manage. Serv. Qual.: Int. J., 20: 4-25.
CrossRef  |  Direct Link  |  

Kee, H.W. and R.E. Knox, 1970. Conceptual and methodological considerations in the study of trust and suspicion. J. Conflict Resolut., 14: 357-365.
Direct Link  |  

Krech, D., R.S. Crutchfield and E.L. Ballachey, 1962. Individual in Society: A Textbook of Social Psychology. McGraw-Hill, New York, USA., Pages: 564.

Lee, M.K.O. and E. Turban, 2001. A trust model for consumer internet shopping. Int. J. Electr. Com., 6: 75-91.
Direct Link  |  

Mayer, R.C., J.H. Davis and F.D. Schoorman, 1995. An integrative model of organizational trust. Acad. Manage. Rev., 20: 709-734.
Direct Link  |  

McKnight, D.H. and N.L. Chervany, 2002. What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. Int. J. Electron. Commerce, 6: 35-59.
Direct Link  |  

McKnight, D.H., L.L. Cummings and N.L. Chervany, 1998. Initial trust formation in new organizational relationships. Acad. Manage. Rev., 23: 473-490.
Direct Link  |  

Metzger, M.J., 2006. Effects of site, vendor and consumer characteristics on web site trust and disclosure. Commun. Res., 33: 155-179.
CrossRef  |  Direct Link  |  

Morgan, R.M. and S.D. Hunt, 1994. The commitment-trust theory of relationship marketing. J. Market., 58: 20-38.
CrossRef  |  Direct Link  |  

Netemeyer, R.G., W.O. Bearden and S. Sharma, 2003. Scaling Procedures: Issues and Applications. Sage Publications, Thousand Oaks, CA., ISBN-13: 9780761920267, Pages: 224.

Ostrom, T.M., 1969. The relationship between the affective, behavioral and cognitive components of attitude. J. Exp. Social Psychol., 5: 12-30.
CrossRef  |  Direct Link  |  

Parasuraman, A., V.A. Zeithaml and A. Malhotra, 2005. E-S-Qual: A multiple-item scale for assessing electronic service quality. J. Serv. Res., 7: 213-233.
CrossRef  |  Direct Link  |  

Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1985. A conceptual model of service quality and its implications for future research. J. Market., 49: 41-50.
CrossRef  |  Direct Link  |  

Pavlou, P.A. and D. Gefen, 2004. Building effective online marketplaces with institution-based trust. Inform. Syst. Res., 15: 37-59.
CrossRef  |  

Rocereto, J.F. and J.B. Mosca, 2012. The differential roles of product brand image and store brand image in retail loyalty: A self-concept image congruity perspective. J. Bus. Econ. Res., 10: 77-95.

Sekaran, U., 2003. Research Methods for Business: A Skill-Building Approach. 4th Edn., John Wiley and Sons, New York, USA., ISBN-13: 9780471384489, Pages: 450.

Sitkin, S.B. and L.R. Weingart, 1995. Determinants of risky decision-making behavior: A test of the mediating role of risk perceptions and propensity. Acad. Manage. J., 38: 1573-1592.
Direct Link  |  

Sivasailam, N., D.J. Kim and H.R. Rao, 2002. What companies are (n't) doing about web site assurance. IEEE Comput. Soc., 4: 33-40.
CrossRef  |  Direct Link  |  

Smith, R.E. and W.R. Swinyard, 1983. Attitude-behavior consistency: The impact of product trial versus advertising. J. Market. Res., 20: 257-267.
CrossRef  |  

Stewart, D.W., 1981. The application and misapplication of factor analysis in marketing research. J. Market. Res., 18: 51-62.
Direct Link  |  

Sultan, F., G.L. Urban, V. Shankar and I.Y. Bart, 2002. Determinants and consequences of trust in e-business. Working Paper, Sloan School of Management, MIT, Cambridge, MA., USA.

Sultan, F., G.L. Urban, V. Shankar and I.Y. Bart, 2005. Determinants and role of trust in e-commerce: A large scale empirical study. J. Market., 69: 133-152.

Sun, J., P. Ahluwalia and K.S. Koong, 2011. The more secure the better? A study of information security readiness. Ind. Manage. Data Syst., 111: 570-588.
CrossRef  |  Direct Link  |  

Trochim, W.M.K., 2006. Reliability. http://www.socialresearchmethods.net/kb/reliable.php.

Tull, D.S. and G.S. Albaum, 1973. Survey Research: A Decisional Approach. Intext Educational Publishers, New York, USA., ISBN-13: 9780700224364, Pages: 244.

Verhagen, T., S. Meents and Y.H. Tan, 2006. Perceived risk and trust associated with purchasing at electronic marketplaces. Eur. J. Inform. Syst., 15: 542-555.
CrossRef  |  Direct Link  |  

Wang, S., S.E. Beatty and W. Foxx, 2004. Signaling the trustworthiness of small online retailers. J. Interact. Market., 18: 53-69.
CrossRef  |  Direct Link  |  

Yang, Z. and M. Jun, 2002. Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives. J. Bus. Strat., 19: 19-41.
Direct Link  |  

Yoo, B., N. Donthu and T. Lenartowicz, 2011. Measuring Hofstede's five dimensions of cultural values at the individual level: Development and validation of CVSCALE. J. Int. Consumer Market., 23: 193-210.
Direct Link  |  

Zhou, T., Y. Lu and B. Wang, 2010. Integrating TTF and UTAUT to explain mobile banking user adoption. Comput. Hum. Behav., 26: 760-767.
CrossRef  |  

Design and power by Medwell Web Development Team. © Medwell Publishing 2024 All Rights Reserved