Information System Acceptance and User Satisfaction: The Mediating Role of Trust

Kassim, Erne Suzila; Jailani, Sri Fatiany Abdul Kader; Hairuddin, Hanitahaiza; Zamzuri, Norol Hamiza

doi:10.1016/j.sbspro.2012.09.1205

Cited by 65 publications

(48 citation statements)

References 6 publications

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“…In addition, Carpenter [46] suggested that satisfaction leads to positive word of mouth and purchase intentions in the future. However, the customers would be satisfied when they perceived value [9] and could feel the trust [33], [39], [40]. According to this study, the customer satisfaction would be replaced the user satisfaction which was the component of DeLone & McLean e-commerce success model [15].…”

Section: E Customer Satisfactionmentioning

confidence: 91%

“…The website designation could let the consumers acknowledge the information quality and let them be able to decide easily to buy more. The consumers would be perceived shopping value by Hedonic and Utilitarian type [32]; therefore, the information quality affected the consumption perceived the Hedonic value and Utilitarian value type [29] as well as affecting the customer trust [6], [29], [33].…”

Section: B Website Qualitymentioning

confidence: 99%

“…Molla and Licker [34] developed the e-commerce success model based on the DeLoan & McLean IS success model [20] by adding 2 components -service quality and trust -into the model. The consumers would be trusted when they acknowledged the safety and privacy [11], [37], and the quality acknowledgement too [7], [8], [17], [21], [33]. There were recent researches on the customer trust, for example, the research of Luarn and Lin [38] which found that the more the customers felt trust, the more they needed to buy goods.…”

Section: Customer Trustmentioning

confidence: 99%

“…There were recent researches on the customer trust, for example, the research of Luarn and Lin [38] which found that the more the customers felt trust, the more they needed to buy goods. Hence, this could be indicated that trust would affect the customer satisfaction [7], [21], [33], [39], [40] and it would affect the customer loyalty too [8], [9], [16], [36], [40]- [42].…”

Section: Customer Trustmentioning

confidence: 99%

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Understanding a Proposed Model of Customer Loyalty Formation in B2C e-Commerce

Homsud¹,

Chaveesuk²

2014

IJFCC

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Abstract-Customer loyalty is a key determinant of B2C e-commerce survival, competitive advantage, and the long-term success. Loyalty can be divided into 2 types: attitudes loyalty, represented by customer purchase intention and customer's positive word of mouth, and behavioral loyalty, represented by customer repurchase intention. Based on literature review, it was found that customer loyalty antecedents included website quality, customer trust, perceived value of customer, and customer satisfaction. The purpose of this paper is to build a proposed model based on DeLone & McLean e-commerce success model and adding related factor between website quality and customer loyalty, which consists of internet shopping value, customer trust, and customer satisfaction. This proposed model provides more understanding of the factors that influence customer loyalty in B2C e-commerce. It also presents hypotheses and develops a structural equation model for further empirical studies.Index Terms-B2C e-commerce, e-commerce success model, website quality, customer loyalty.

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Section: E Customer Satisfactionmentioning

confidence: 91%

Section: B Website Qualitymentioning

confidence: 99%

Section: Customer Trustmentioning

confidence: 99%

Section: Customer Trustmentioning

confidence: 99%

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Understanding a Proposed Model of Customer Loyalty Formation in B2C e-Commerce

Homsud¹,

Chaveesuk²

2014

IJFCC

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“…Therefore, it is vital to evaluate satisfaction and its determinants in order to measure the value and efficacy of any investment towards an information system (Kassim et al, 2012). Customer satisfaction thus refers to the collection of evaluations, perceptions and psychological outcomes that are related to the consumption of experiences associated with a product/service (Saha and Zhao, 2005).…”

Section: Customer Satisfaction Towards E-banking Services and Their Imentioning

confidence: 99%

Scrutiny of Relationship between E-Banking Information Quality Dimensions and Customer Satisfaction

Ayyash¹

2017

Journal of Computer Science

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Poor information quality can have a significant negative effect on the success of an organization. This study investigated the relationship between information quality's dimensions, namely accuracy, completeness, timeliness and relevancy, on the satisfaction of customers towards E-banking services in Palestine's banking sector. It also studied the relationship between the intent to use E-banking services and customer satisfaction. The study implemented a quantitative method for data collection using a questionnaire survey. The results revealed that the accuracy, completeness, timeliness and relevancy of information had a positive effect on customer satisfaction towards E-banking services. Consequently, customer satisfaction affects the intention to utilize such services. The study also offered limitations, conclusions and recommendations for further studies in the future.

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