Nasir, Rosniwati and Ponnusamy, Vanitha and Wazeer, Mohd Wazni (2007): An Exploratory Study on the Level of Trust towards Online Retailers among Consumers in the United Kingdom and Malaysia.
Download (115kB) | Preview
This study aims to investigate the extant level of trust towards online retailers among consumers in two different geographical and cultural locations – UK and Malaysia based on Michell’s et al. trust model. The objectives of this study are: 1. To identify the predictive variables of customers’ trust towards online retailers 2. To ascertain the extent of the consumer trust variable as being the essential element of online shopping 3. To analyse the differences in perception of online trust between consumers in the United Kingdom and Malaysia The study showed that online retailers are comparatively more trusted in UK than in Malaysia indicative by the higher average levels of trust from consumers in the UK. Additionally, the UK had a higher age group in the 25 – 34 category contributing the highest average trust value compared to Malaysia’s highest average trust value found in the lower 18 – 24 age group. There were a relatively higher percentage of male users; 66 per cent and 78 per cent in the UK and Malaysia respectively. Multiple stepwise regressions were used to analyse the level of trust against the selected trust correlates.
|Item Type:||MPRA Paper|
|Original Title:||An Exploratory Study on the Level of Trust towards Online Retailers among Consumers in the United Kingdom and Malaysia|
|Subjects:||L - Industrial Organization > L1 - Market Structure, Firm Strategy, and Market Performance > L14 - Transactional Relationships ; Contracts and Reputation ; Networks
L - Industrial Organization > L8 - Industry Studies: Services > L81 - Retail and Wholesale Trade ; e-Commerce
O - Economic Development, Innovation, Technological Change, and Growth > O5 - Economywide Country Studies > O57 - Comparative Studies of Countries
|Depositing User:||Rosniwati Nasir|
|Date Deposited:||14. Apr 2008 14:38|
|Last Modified:||12. Feb 2013 10:09|
Ali, H. & Birley, S. 1998. The role of trust in the marketing activities of entrepreneurs establishing new ventures. Journal of Marketing Management. Vol. 14, 749-763. Arnott, D. C. 2007. Research on trust: a bibliography and brief bibliometric analysis of the special issue submissions. European Journal of Marketing. Vol. 41, No. 9/10, 1203- 1240. Bhattacherjee, A. 2002. Individual trust in online firms: Scale development and initial test. Journal Of Management Information Systems. Vol. 19, No. 1, 211-241. Chua, A., Khatibi, A, & Ismail, H. 2006. E-Commerce: A Study on Online Shopping in Malaysia. Journal of Social Science. Vol. 13, No. 3, 231-242. Cyr, D., Bonanni, C., Bowes, J. & Ilsever, J. 2005. Beyond Trust: Web site design preferences across cultures. Journal of Global Information management. Vol. 13, No. 4, 25-54. Doney, P. M., Cannon, J. P. & Mullen, M. R. 1998. Understanding the influence of national culture on the development of trust. The Academy of Management Review. Vol. 23, No. 3, 601-620. Ganesan, S. 1994. Determinants of Long-Term Orientation in Buyer-Seller Relationships. Journal of Marketing. Vol. 56, 1-19. Grabner-Kraeuter, S. 2002. The role of consumers’ trust in online shopping. Journal of Business Ethics. Vol. 39, No. 1/2, 43-50. Kaur, K. 2005. Consumer Protection in E-Commerce in Malaysia: An Overview UNEAC Asia Papers. No. 10, 1-14. <http://www.une.edu.au/asiacenter/KKaur.pdf>, 30.11.2007. Kuan, H. H. & Bock, G. W. 2007. Trust transference in brick and click retailers: An investigation of the before-online-visit phase. Information & Management. Vol. 4, No. 2, 175-187. Malaysian Communications and Multimedia Commission (MCMC) (2007). Facts & Figures. Available at: <http://www.mcmc.gov.my/facts_figures/stats/index.asp >, 30.11.2007 Mayer, R. C., Davis, J. H. & Schoorman, F. D. 1995. An integrative model of organizational trust. Academy of Management Review. Vol. 20, No.3, 709-734. McKnight, D. H. & Chervany, N. L. 2001. What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce. Vol. 6, No. 2, 35-59. McKnight, D. H., Choudhury, V. & Kacmar, C. 2002. The impact of initial consumer trust on intentions to transact with a web site: a trust building model. Journal of Strategic Information Systems. Vol. 11, No. 3/4, 297-323. McKnight, D. H., Cummings, L, L. & Chervany, N, L. 1998. Initial trust formation in new organizational relationships. Academy of Management Review. Vol. 23, No. 3, 473- 490. Michell P., Reast, J.& Lynch, J. 1998. Exploring the foundations of trust. Journal of Marketing Management. Vol. 14, No.1/3, 159-172. Moorman, C., Zaltman, G. & Deshpande, R. 1993. Factors Affecting Trust in Market Research Relationships. Journal of Marketing. Vol. 57, 81-101. Moreira,C., F. 2007.The Ecommerce Age. Surf! Malaysia. Issue 6, 10-12. Morgan, R. M. & Hunt, S.D. 1994. The Commitment-Trust Theory Of Relationship Marketing. Journal of Marketing. Vol. 58, No.3, 20-38. Pavlou, P. & Gefen, D. 2004. Building effective online marketplaces with institution-based trust. Information Systems Research. Vol.15, No. 1, 37-59. Rousseau, D. M., Sitkin, S. B., Burt, R. S. & Camerer, C. 1998. Not so different after all: A cross-discipline view of trust. Academy of Management Review. Vol. 23, No. 3, 393- 404. Schoorman, F. D., Mayer, R. C. & Davis, J. H. 2007. An integrative model of organizational trust: Past, present, and future. The Academy of Management Review. Vol. 32, No. 2, 344-354. Torkzadeh, G. & Dhillon, G. 2002. Measuring factors that influence the success of Internet commerce. Information Systems Research. Vol. 13, No. 2, 187-204 van der Heijden, H., Verhagen, T. & Creemers, M. 2003. Understanding online purchase intentions: contributions from technology and trust perspectives. European Journal of Information Systems. Vol. 12, No. 1, 41-48.