Consumer Trust to a Web Site: Moderating Effect of Attitudes toward Online Shopping

Results show that satisfaction with previous purchases, the Web site security and privacy policies, and service quality are the main determinants of trust.

Abstract

In this paper, authors suggest a model that reflects the role played by the Web site characteristics and the previous level of satisfaction as determinant factors of trust in the Web site. Also, authors consider the moderating effects of consumers' motives and inhibitors to purchase online. Results show that satisfaction with previous purchases, the Web site security and privacy policies, and service quality are the main determinants of trust. Also, the motives and inhibitors the individuals perceive when buying online determine the type of signals they consider to trust.