• 제목/요약/키워드: Trust Expectation

검색결과 68건 처리시간 0.019초

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

  • 홍일유;김태하;차훈상
    • Asia pacific journal of information systems
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    • 제23권4호
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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.

모바일 뱅킹 서비스에 대한 사용자 초기신뢰와 사용의도에 영향을 미치는 요인들에 관한 실증적 연구 (Investigation of Factors Influencing Consumer Initial Trust and Intention to Use Mobile Banking Services)

  • 김기문;김원우;이호근
    • 경영과학
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    • 제22권2호
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    • pp.13-34
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    • 2005
  • Mobile banking service has emerged as an important profit source for both banks and mobile phone service companies. However, the growth of the mobile banking service is behind the expectation of banks and mobile phone companies. One plausible explanation for this laggard diffusion of mobile banking may be the lack of consumers' initial trust on the service. Therefore, this study investigates the critical factors in building trust and intention to use mobile banking services. Our research results show that propensity-to-trust, structural assurance, and relative advantages of services have significant impacts on consumers' initial trust in mobile banking service Furthermore, initial trust in mobile banking service is a critical factor for adopting mobile banking services Contrary to our expectation, however, reputation of banks and mobile phone companies are not significant in attracting consumers to mobile banking services.

국회의 사회통합기능과 국민의 신뢰: 국회에 대한 기대와 현실의 괴리 (National Assembly as a Representative Institution and Public Trust: Gap between Expectation and Reality)

  • 유성진
    • 의정연구
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    • 제15권1호
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    • pp.119-143
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    • 2009
  • 한국 국회에 대한 낮은 국민신뢰도는 대화와 타협을 중시하는 의회의 구조적 특성에 기인한 독특한 의사결정과정에 일정부분 기인하고 있다는 점은 부인하기 어렵다. 그러나 이보다 더 중요한 요인은 한국의 유권자들이 전반적인 정치상황에 대해 부정적인 인식을 갖고 있고, 높은 정치적 효능감과 정치적 관심에 따른 기대수준을 한국의 국회가 제대로 충족시키지 못하고 있다는 점이다. 특히, 다른 민주주의 국가들과 비교해서 한국 유권자들이 보이는 높은 정치적 효능감과 정치적 관심은 의회와 민주주의에 대해 매우 긍정적인 평가로 연결되며, 이는 현실 정치체제에 대한 높은 기대치로 이어지고 있다. 문제는 높은 정치적 기대치가 현실의 상황에서 충족되지 못할 때 역시 높은 실망감으로 이어지기 쉽다는 점이며, 한국 국회에서 빈번히 관찰되는 파행적인 모습들이 국민들의 국회에 대한 실망감을 낳게 하는 요인이 되고 국회에 대한 낮은 국민신뢰도도 이의 연장선상에서 이해될 수 있다.

사용자 신뢰와 의인화가 ChatGPT의 지속적인 사용 의도에 미치는 영향 (The Impact of User Trust and Anthropomorphism on the Continuance Intention to Use ChatGPT)

  • 장지영;서창교
    • 한국정보시스템학회지:정보시스템연구
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    • 제33권1호
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    • pp.91-114
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    • 2024
  • Purpose The purpose of this study is to empirically investigate the factors that influence users' continuous intention to use ChatGPT based on the Expectation Confirmation Model(ECM). Drawing from the literature, this study identifies anthropomorphism and trust as key characteristics of generative AI and ChatGPT. Design/methodology/approach The research model was developed based on ECM and literature research to investigate the impacts of anthropomorphism and trust on continuous intention of using ChatGPT. In order to test the hypothese, a total of 193 questionnaires were collected and analyzed for the structural equation modeling with SmartPLS 4.0. Findings The study's findings show that all proposed hypotheses were supported, suggesting that the ECM is a valid framework for examining continuous intention of using ChatGPT. Moreover, the study stressed the crucial role of anthropomorphism in the model, showing the positive impact on expectation confirmation, perceived usefulness, and trust in ChatGPT. Also, trust positively affects perceived usefulness. These findings provide valuable insights for enhancing user satisfaction and continuous usage intention, serving as a foundation for development strategies for ChatGPT and similar AI-based systems.

Understanding User's Continuous Use of Financial Technology Products

  • Wanchao Liu;Huosong Xia;Jian Mou
    • Asia pacific journal of information systems
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    • 제31권2호
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    • pp.236-256
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    • 2021
  • Online financial technology products are an important consumer finance innovation. While a large body of previous research has focused on initial adoption and consumer willingness to use these products, little research explores the continued use of these products beyond the initial adoption phase. In particular, special attention should be paid to how users' trust and perceptions of privacy and security affect continued use behavior. This paper integrates the expectation confirmation model of information system continuance (ECM-ISC), the information system success model (ISSM) and the security and trust literatures to investigate continued use of online financial technology. To test the research model, we collected 398 valid questionnaires from Ant Credit Pay users. The research results show that system and service quality positively impact users' expectation confirmation, while information quality has no significant impact. Expectation confirmation and perceived usefulness positively affect user satisfaction. Moreover, the user's perception of privacy and security plays a vital role in user satisfaction. Satisfaction and perceived trust jointly promote users' continuance behaviors. Findings of this study indicates the importance of the information system success factors and security factors due to their influence on the continued use of Fintech products. This conclusion has implications for enterprises in improving the product qualities and enhancing the degree of security to meet user needs.

유통업체에 대한 신뢰와 기대가 구매 후 만족에 미치는 영향에 관한 연구 (A study on the effect of postpurchase satisfaction to the trust and expectation of retailers.)

  • 문승제
    • 산업융합연구
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    • 제3권1호
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    • pp.33-54
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    • 2005
  • This article examines customer repurchase intention change. Specially we focus whether pre-purchase expectation and post-purchase satisfactions to retailers contribute to repurchase intention change. The previous works of customer satisfaction and repurchase intention were empirically tested the product based on the disconfirmation theory. But this study present the relations between the satisfaction and repurchase intention to stores. First, this study deliberately classified the types of stores. And I set the repurchase intention process apart into three part for empirical wok. In one part, the effect of trust has on expectation was tested. At the second procedure I test the expectation impact to satisfaction. Part three was about the relations between satisfaction and repurchase. In empirical test, convenience 200 sample was used. For these sample I use questionnaires that include the intensity of repurchase intention to postpurchase dissonance. Statistically regression uses as a solid tool to prove the relations between consumer satisfaction and repurchase. MANOVA results support the level of effect that different each store. They were supported through regression analysis. Also, by MANOVA the difference of them was turned out to be significant.

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2018평창동계올림픽에 대한 스키동호인들의 기대감이 조직신뢰 및 협력의사에 미치는 영향 (Impact on organizational trust and cooperative intention from expectations of ski hobbyists for 2018 Pyeongchang Olympic Winter Games)

  • 강명구;서동환
    • 디지털융복합연구
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    • 제15권5호
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    • pp.461-469
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    • 2017
  • 본 연구는 2018평창동계올림픽에 대한 스키동호인들의 기대감, 조직신뢰, 협력의사의 관계를 규명하기 위해 강원도 W, F리조트를 이용하는 동호인을 모집단으로 선정하여 목적적 표집방법으로 341명을 표집한 후 SPSS/WIN VERSION 18.0 프로그램을 이용하여 분석을 실시하였다. 이러한 연구목적과 방법을 통한 결론은 다음과 같다. 첫째, 기대감과 조직신뢰 모든 변인들 간에 정적(+)상관관계가 있고, 기대감의 하위요인인 경제/산업, 사회/문화요인은 조직신뢰에 부분적으로 유의한 영향을 미쳤다. 둘째, 기대감과 협력의사 모든 변인들 간에 정적(+)상관관계가 있고, 기대감의 하위요인인 사회/문화요인은 협력의사에 유의한 영향을 미쳤다. 셋째, 조직신뢰와 협력의사 모든 변인들 간에 정적(+)상관관계가 있고, 조직신뢰의 하위요인인 믿음요인은 협력의사에 유의한 영향을 미쳤다.

Exploring the Determinants of Users' Continuance Intention to Use Mobile Banking Services in Kuwait: Extending the Expectation-Confirmation Model

  • Ahmad A. Rabaa'i;Shereef Abu ALMaati
    • Asia pacific journal of information systems
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    • 제31권2호
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    • pp.141-184
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    • 2021
  • While a great body of information systems (IS) literature has discussed mobile banking (m-banking) services, most of these studies have focused on the adoption or acceptance phases of this technology; with little attention was given to users' intension to continue using such technology. This paper aims at investigating the most important factors that predict users' continuous intension to use m-banking services in the post-adoption phase. This paper presents a conceptualization and validation of an extended expectation-confirmation model (ECM). A total of 303 Kuwaiti users of m-banking services participated in this study. Partial least squares (PLS) of structure equation modelling (SEM) technique was used to analyze the data. The results mainly showed that users' continuous intension to use m-banking services is significantly influenced by perceived trust, satisfaction, self-efficacy, performance expectancy and effort expectancy. Theoretical and practical contributions as well as the research limitations and future directions are discussed.

통합기술수용이론 관점에서 블록체인기술의 사용자 수용과 이용 행동에 관한 연구 (A Study on the Acceptance Intention and Usage Behavior of Blockchain Technology : From the Perspective of Unified Theory of Acceptance and Use of Technology)

  • 김병곤;이병길;윤일기
    • Journal of Information Technology Applications and Management
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    • 제27권3호
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    • pp.1-18
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    • 2020
  • Recently, following the development of FinTech technology that combines finance and information and communication technology, the need and social demands for a block chain technology-based trading system have increased significantly. In this study, a research model was developed and hypothesized through literature research on the concept of block chain technology, the technology acceptance model, and the unified theory of acceptance and use of technology. The research theories were tested by collecting data through surveys and analyzing the collected data. This study conducted empirical research to identify the factors influencing the user acceptance intention and utilization behavior of the block chain technology in introducing the block chain technology. First, factors affecting the acceptance intention of the blockchain user were performance expectation, effort expectation, social impact, and blockchain transparency variables. Second, the facilitation conditions and stakeholder confidence variables were analyzed as factors that did not affect the acceptability of the blockchain users. Third, variables such as blockchain transparency, stakeholder trust and intention of acceptance are factors that affect the usage behavior of the blockchain. Fourth, it was confirmed that the acceptance intention had a very high explanatory power on usage behavior of Blockchain technology.

Online Tourism Review : Three Phases for Successful Destination Relationships

  • Koo, Chulmo;Shin, Seunghun;Hlee, Sunyoung;Moon, Daeseop;Chung, Namho
    • Asia pacific journal of information systems
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    • 제25권4호
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    • pp.746-762
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    • 2015
  • This study developed a conceptual model that integrated psychological and physical reactions resulting from online tourism reviews through a longitudinal trust-satisfaction model (LSTM) developed based on the extended valence framework and expectation-confirmation theory. Online reviews are essential factor of consumer's purchase decision. This phenomenon is well applied in a tourism context. However, investigations on online reviews in a longitudinal approach in a tourism context are quite limited. Therefore, this study suggests a conceptual model based on LTSM and several propositions about how online tourism reviews, which are divided into factual and experiential reviews, influence the future travelers' perceptions and attitudes, such as expectation, confirmation, and destination loyalty, in a longitudinal format by examining previous related studies. Finally, expected results were discussed and several implications were described theoretically and practically.