• Title/Summary/Keyword: Consumer Trust

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The Consumer Trust on e-WOM: In the Perspective of Seller Managed Web Review Boards (후기게시판 신뢰 요인 연구: 온라인 쇼핑몰 후기게시판을 중심으로)

  • Jang, Eun-Jin;Kim, Jeoung-Kun
    • The Journal of Information Systems
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    • v.20 no.4
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    • pp.233-254
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    • 2011
  • Although e-commerce is growing fast, e-commerce consumers are still under higher risk and uncertainty in the comparison of the traditional commerce's. Consumer review boards of online shopping malls are good measures to help buyer's decision making, and should be managed effectively by sellers. We formulate the research model on consumer trust formation on seller managed web review boards on the background of previous literatures on e-WOM and trust. Our data analysis with 368 samples shows seller's reputation, e-service quality, perceived reviewer's benevolence and ability have significant positive effect on the trustworthiness of the board. Product involvement shows weak negative moderation effect on the relationship between perceived reviewer's benevolence and trustworthiness of review boards.

The Impact of Greenwashing on Green Brand Trust from an Indian Perspective

  • More, Praful Vijay
    • Asian Journal of Innovation and Policy
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    • v.8 no.1
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    • pp.162-179
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    • 2019
  • Purpose: Companies in haste for higher consumers' preference tend to appear as 'green' and mislead about environmental concerns, which are termed as "Greenwashing." The purpose of the study is to investigate the consumer perception on greenwashing activities and analyze its impact on green brand image, green brand loyalty and green brand trust among Indian consumers. Design/methodology: The study makes use of a written questionnaire method to collect survey data from approximately 500 consumers all over India. The study uses Structural Equation Modeling (SEM) to study the hypothesized relationship between constructs affected by greenwashing based on consumer perspective in the Indian context. Findings: The study shows that Indian consumers are becoming aware of greenwashing activities, which have a negative impact on green brand trust and undermines green brand image and green brand loyalty. Implications: The study results are beneficial to policy-makers, researchers, practitioners, and managers to create awareness among Indian consumers on greenwashing activities.

Consumer's practicality, acknowledgement, trust, satisfaction, necessity degrees about food nutrition labeling system (식품영양표시에 대한 소비자 의식조사 -활용도, 인지도, 신뢰도, 만족도, 필요도를 중심으로-)

  • Lee, Kyoung-Ok;Kim, Young-Sook
    • Korean Journal of Human Ecology
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    • v.16 no.4
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    • pp.761-773
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    • 2007
  • The study undertakes an examination of nutrition labelling system and offers a strategic framework for improvement of the system in Korean context. Thus this study includes a review of Korean current nutrition labelling system (NLS), development of a strategy or a further study for its revision of NLS, and a suggestion of revised nutrition labelling guidelines. Participants were 600 university students in Busan and were asked to fill in a questionnaire. The data collected were processed with the SPSS statistical program to produce its frequency, percentage, average, and standard deviation with One-Way Anova and Duncan Test. The findings are as follows: the levels of consumer's practical use and awareness of NLS are low, the levels of their trust and satisfaction and their necessity for NLS are low too. Consequently, the consumer's attitudes to NLS are not related to nutrition labelling method(? system).

The Influence of Social Presence for Participating in Social Commerce (사회적 현전이 소셜 커머스 참여에 미치는 영향)

  • Kim, Jin Back
    • Journal of Fisheries and Marine Sciences Education
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    • v.25 no.4
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    • pp.848-862
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    • 2013
  • This study shows how social presence(SP) dimensions influence online consumer's behavior in the social commerce(SC) context. It is expected that the results could be utilized in the development of SC websites. According to the results, the awareness and cognitive SP dimensions affected consumer trust, but affective SP did not. And then consumer trust toward SC websites as a belief affected attitude and intention of consumer. Thus, it was re-confirmed that a consecutive influential relationship in the theory of reasoned action, i.e., "belief-attitude-intention", was significant in SC context as well. Finally, it is required as a future research how to implement the awareness and cognitive SP dimensions in the SC websites.

A Study of Factors Influencing on Consumer Trust in Internet Shopping Mall (인터넷 쇼핑몰에 대한 신뢰도 형성요인에 관한 실증연구)

  • 한대문;김영렬
    • Journal of Korea Society of Industrial Information Systems
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    • v.8 no.2
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    • pp.54-61
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    • 2003
  • This study tried to identify factors influencing on consumer trust of Internet Shopping Mall. There found five factors; transaction security, Validation & contact, company image, nevigation & convenience and consumer style. These factors were correlated with internet shopping variables and there were difference of mean factor scores among consumer groups classified by frequency of online buying.

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The Effects of Perceived Quality of Fashion Chatbot's Product Recommendation Service on Perceived Usefulness, Trust and Consumer Response (패션 챗봇 상품추천 서비스의 지각된 품질이 지각된 유용성, 신뢰 및 소비자 반응에 미치는 영향)

  • Lee, Yuri;Kim, Hyojung;Park, Minjung
    • Journal of the Korean Society of Clothing and Textiles
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    • v.46 no.1
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    • pp.80-98
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    • 2022
  • Artificial intelligent chatbot services have recently become common in fashion e-retailing and are expected to improve online shopping by making it easy to recommend products. This study examines whether the perceived quality of a fashion chatbot affects consumers' trust and perception of usefulness, which in turn influences satisfaction and intention to use, in accordance with the information system success model. The study also investigates differences in perceived quality and consumer response variables between high and low groups of self-efficacy. A total of 341 consumers participated in an online survey. The results revealed that information quality and system quality had a significant impact on perceived usefulness and trust, and that service quality significantly impacted trust. Perceived usefulness and trust had a positive effect on consumer satisfaction, which in turn had a positive effect on intention to use. In addition, the findings revealed that people who had higher self-efficacy showed higher scores on perceived usefulness, trust, satisfaction, and intention to use chatbots as compared to people who had lower self-efficacy. This study suggested theoretical implications by applying the information system success model theory to fashion chatbot studies. It also suggested practical implications for e-commerce marketers developing retail strategies.

The Mediating Role of Perceived Risk in the Relationships Between Enduring Product Involvement and Trust Expectation (지속적 제품관여도와 소비자 요구신뢰수준 간의 영향관계: 인지된 위험의 매개 역할에 대한 실증분석을 중심으로)

  • Hong, Ilyoo B.;Kim, Taeha;Cha, Hoon S.
    • Asia pacific journal of information systems
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    • v.23 no.4
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    • pp.103-128
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    • 2013
  • When a consumer needs a product or service and multiple sellers are available online, the process of selecting a seller to buy online from is complex since the process involves many behavioral dimensions that have to be taken into account. As a part of this selection process, consumers may set minimum trust expectation that can be used to screen out less trustworthy sellers. In the previous research, the level of consumers' trust expectation has been anchored on two important factors: product involvement and perceived risk. Product involvement refers to the extent to which a consumer perceives a specific product important. Thus, the higher product involvement may result in the higher trust expectation in sellers. On the other hand, other related studies found that when consumers perceived a higher level of risk (e.g., credit card fraud risk), they set higher trust expectation as well. While abundant research exists addressing the relationship between product involvement and perceived risk, little attention has been paid to the integrative view of the link between the two constructs and their impacts on the trust expectation. The present paper is a step toward filling this research gap. The purpose of this paper is to understand the process by which a consumer chooses an online merchant by examining the relationships among product involvement, perceived risk, trust expectation, and intention to buy from an e-tailer. We specifically focus on the mediating role of perceived risk in the relationships between enduring product involvement and the trust expectation. That is, we question whether product involvement affects the trust expectation directly without mediation or indirectly mediated by perceived risk. The research model with four hypotheses was initially tested using data gathered from 635 respondents through an online survey method. The structural equation modeling technique with partial least square was used to validate the instrument and the proposed model. The results showed that three out of the four hypotheses formulated were supported. First, we found that the intention to buy from a digital storefront is positively and significantly influenced by the trust expectation, providing support for H4 (trust expectation ${\rightarrow}$ purchase intention). Second, perceived risk was found to be a strong predictor of trust expectation, supporting H2 as well (perceived risk ${\rightarrow}$ trust expectation). Third, we did not find any evidence of direct influence of product involvement, which caused H3 to be rejected (product involvement ${\rightarrow}$ trust expectation). Finally, we found significant positive relationship between product involvement and perceived risk (H1: product involvement ${\rightarrow}$ perceived risk), which suggests that the possibility of complete mediation of perceived risk in the relationship between enduring product involvement and the trust expectation. As a result, we conducted an additional test for the mediation effect by comparing the original model with the revised model without the mediator variable of perceived risk. Indeed, we found that there exists a strong influence of product involvement on the trust expectation (by intentionally eliminating the variable of perceived risk) that was suppressed (i.e., mediated) by the perceived risk in the original model. The Sobel test statistically confirmed the complete mediation effect. Results of this study offer the following key findings. First, enduring product involvement is positively related to perceived risk, implying that the higher a consumer is enduringly involved with a given product, the greater risk he or she is likely to perceive with regards to the online purchase of the product. Second, perceived risk is positively related to trust expectation. A consumer with great risk perceptions concerning the online purchase is likely to buy from a highly trustworthy online merchant, thereby mitigating potential risks. Finally, product involvement was found to have no direct influence on trust expectation, but the relationship between the two constructs was indirect and mediated by the perceived risk. This is perhaps an important theoretical integration of two separate streams of literature on product involvement and perceived risk. The present research also provides useful implications for practitioners as well as academicians. First, one implication for practicing managers in online retail stores is that they should invest in reducing the perceived risk of consumers in order to lower down the trust expectation and thus increasing the consumer's intention to purchase products or services. Second, an academic implication is that perceived risk mediates the relationship between enduring product involvement and trust expectation. Further research is needed to elaborate the theoretical relationships among the constructs under consideration.

The effects of Patient Trust on Relationship Commitment in Healthcare Settings (의료서비스에 대한 환자신뢰가 관계몰입에 미치는 영향)

  • Ghoi, Jin-Hee;Lim, Jung-Do
    • The Korean Journal of Health Service Management
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    • v.4 no.1
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    • pp.1-10
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    • 2010
  • The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

Nepali Consumer Perceptions of Country-of-Origin and Brand Trust: An Initial Investigation

  • Al Rosenbloom
    • Asia Marketing Journal
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    • v.11 no.2
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    • pp.193-215
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    • 2009
  • This paper reports the country of origin and brand trust perceptions of 102 Nepali consumers living in Kathmandu. The paper also explores these Nepali consumers' perceptions of global brands. Three major findings are reported: (1) For these Nepali consumers, the importance of buying a global brand is exceptionally important in their purchase decisions. (2) Nepali women consistently rate the importance of buying a global brand higher than Nepali men. (3) The set of global brands most trusted by these Nepali consumers show strong regional, Asian preferences. The paper also discusses the challenges of market research in Nepal.

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A Study on the Impact of China's Agricultural Poverty Alleviation Labels on Consumer Purchase Intentions in the Context of Live E-commerce

  • Shuangyang YU;Han-Hsing YU
    • Journal of Distribution Science
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    • v.22 no.3
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    • pp.11-19
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    • 2024
  • Purpose: Thisstudy aimsto explore the mechanism by which poverty alleviation labelsinfluence purchase intentionsin the e-commerce environment, as well as the role of mediating factors within this process. Research Design, Data, and Methodology: The research employs a questionnaire survey method, targeting a sample of 1668 consumers in Anhui Province, China. It focuses on understanding the impact of poverty alleviation labels on e-commerce platforms and the involvement of mediating factors like capability trust, benevolence trust, and honesty trust in this relationship. Results: The results indicate that poverty alleviation labels on e-commerce platforms significantly enhance consumers' purchase intentions. Regression analysis validates the positive impact of poverty alleviation labels on purchase intentions, capability trust, benevolence trust, and honesty trust, revealing the existence of mediating effects. Conclusions: The study provides empirical support for e-commerce poverty alleviation marketing, emphasizing the importance of focusing on and strengthening consumer trust in products. It offers profound insights for both academic research and practical operations in related fields. However, the research is limited to Anhui Province, and future studies could consider expanding the sample size to gain a deeper understanding of regional and cultural variations. Additionally, further research is encouraged to explore the applicability of the findings to other sales channels.