TY - GEN
T1 - A study of the effect of consumer trust on consumer expectations and satisfaction
T2 - 5th International Conference on Electronic Commerce, ICEC '03
AU - Kim, Dan J.
AU - Ferrin, Donald L.
AU - Rao, H. Raghav
PY - 2003
Y1 - 2003
N2 - This study proposes a framework regarding the relationship between consumer trust, satisfaction, and expectation in the context of electronic commerce. In particular, the framework draws together two theories: expectation-confirmation theory and social exchange theory. Following the longitudinal pre-purchase and post-purchase stages, this study provides a theoretical framework combining trust, expectation and satisfaction, and tests the proposed models empirically using Internet consumer behavior data collected via two rounds of Web surveys conducted in two major Korean universities. In accordance with existing literature of traditional commerce, the empirical findings suggest that both consumer's trust and expectation have positive influences on consumer's satisfaction. The study also provides a framework explaining the subsequent relationships of trust and satisfaction (trust → satisfaction → post-trust → long-term trust) following the pre-purchase and post-purchase stages. In addition, a significant and positive relationship is detected between consumer's trust and expectation.
AB - This study proposes a framework regarding the relationship between consumer trust, satisfaction, and expectation in the context of electronic commerce. In particular, the framework draws together two theories: expectation-confirmation theory and social exchange theory. Following the longitudinal pre-purchase and post-purchase stages, this study provides a theoretical framework combining trust, expectation and satisfaction, and tests the proposed models empirically using Internet consumer behavior data collected via two rounds of Web surveys conducted in two major Korean universities. In accordance with existing literature of traditional commerce, the empirical findings suggest that both consumer's trust and expectation have positive influences on consumer's satisfaction. The study also provides a framework explaining the subsequent relationships of trust and satisfaction (trust → satisfaction → post-trust → long-term trust) following the pre-purchase and post-purchase stages. In addition, a significant and positive relationship is detected between consumer's trust and expectation.
KW - consumer satisfaction
KW - consumer trust
KW - expectation-confirmation theory
KW - pre-purchase and post-purchase stages
KW - social exchange theory
UR - https://www.scopus.com/pages/publications/77954489778
U2 - 10.1145/948005.948046
DO - 10.1145/948005.948046
M3 - Conference contribution
AN - SCOPUS:77954489778
SN - 1581137885
SN - 9781581137880
T3 - ACM International Conference Proceeding Series
SP - 310
EP - 315
BT - Proceedings of the 5th International Conference on Electronic Commerce, ICEC '03
Y2 - 30 September 2003 through 3 October 2003
ER -