Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration

• Published in: Information systems research Vol. 20; no. 2; pp. 237 - 257
• Main Authors: Kim, Dan J, Ferrin, Donald L, Rao, H. Raghav
• Format: Journal Article
• Language: English
• Published: Linthicum INFORMS 01.06.2009; The Institute for Operations Research and the Management Sciences (INFORMS); Institute for Operations Research and the Management Sciences
• Subjects: Analysis; Behavior; consumer satisfaction; Consumers; Correlation analysis; Customer satisfaction; Decision making; e-loyalty; Electronic commerce; expectation-confirmation theory; extended valence framework; Information storage and retrieval systems; Ingredients; Internet; Long term; Marketing; Massachusetts trusts; Perceptions; purchase and repurchase intentions in B2C e-commerce; Purchase intention; Purchasing; Regression analysis; Shopping; Studies; Sumer; Trust; trust in e-commerce; Websites; United States; United States > US

Trust and satisfaction are essential ingredients for successful business relationships in business-to-consumer electronic commerce. Yet there is little research on trust and satisfaction in e-commerce that takes a longitudinal approach. Drawing on three primary bodies of literature, the theory of re...