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The Effects of Trust on Customer Satisfaction and Re-use Intention in P2P File Sharing  

Cho, Chul-Ho (College of Business Administration, Kyung Hee University)
Kang, Byung-Suh (College of Business Administration, Kyung Hee University)
Publication Information
Journal of Korean Society for Quality Management / v.34, no.2, 2006 , pp. 33-47 More about this Journal
Abstract
This study was designed to examine the casual relationships among trust evaluation factors, trust, customer satisfaction, and re-use intention in the P2P file sharing service. We applied structural equation model to test the hypotheses and research model. As a result of this study, trust evaluation factors affect trust and customer satisfaction and both of trust and customer satisfaction affect re-use intention respectively and significantly. Also trust affects customer satisfaction significantly. Specifically, trust was empirically confirmed as one of the important factors preceding customer satisfaction and re-use intetion in the P2P file sharing service. Therefore, this study shows that trust is important factor that P2P companies have to emphasize to raise user satisfaction and performance.
Keywords
Peer to peer; P2P; File Sharing; Trust; Satisfaction;
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