The implications of online investing
Communications of the ACM
Management Science - Special issue on the performance of financial Institutions
Design and e-loyalty across cultures in electronic commerce
ICEC '04 Proceedings of the 6th international conference on Electronic commerce
Managing electronic commerce retail transaction costs for customer value
Decision Support Systems
Designing Web Sites for Customer Loyalty Across Business Domains: A Multilevel Analysis
Journal of Management Information Systems
Why Do Internet Users Stick with a Specific Web Site? A Relationship Perspective
International Journal of Electronic Commerce
Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-Loyalty
Journal of Management Information Systems
Dynamics of Trust Revision: Using Health Infomediaries
Journal of Management Information Systems
Expert Systems with Applications: An International Journal
Trust and Electronic Government Success: An Empirical Study
Journal of Management Information Systems
Information Systems Research
Computers in Human Behavior
An empirical investigation of net-enabled business value
MIS Quarterly
Expert Systems with Applications: An International Journal
No Free Lunch: Price Premium for Privacy Seal-Bearing Vendors
Journal of Management Information Systems
The impact of forced use on customer adoption of self-service technologies
Computers in Human Behavior
An investigation of consumers' webstore shopping: A view of click-and-mortar company
International Journal of Information Management: The Journal for Information Professionals
The key cornerstones to successful B2C: a case study of an online grocer in China
Proceedings of the CUBE International Information Technology Conference
International Journal of E-Business Research
A Conceptual Model for Examining E-Government Adoption in Jordan
International Journal of Electronic Government Research
Construct Validity Assessment in IS Research: Methods and Case Example of User Satisfaction Scale
Journal of Organizational and End User Computing
An investigation of information sharing and seeking behaviors in online investment communities
Computers in Human Behavior
Hi-index | 0.01 |
Many firms are moving to make virtual interfaces their primary, or even sole, points of customer contact. In this environment, some traditional service quality dimensions that determine customer satisfaction, such as the physical appearance of facilities, employees, and equipment, and employees' responsiveness and empathy are unobservable. In contrast, trust may play a central role here in enhancing customer satisfaction. We model trust as an endogenously formed entity that ultimately impacts customer satisfaction, and we elucidate the linkages between trust and other factors related to the performance of the online service provider and to the service environment. The model is validated using two samples--one comprising 225 online investors of a large online broker, and the other comprising 203 members of the American Association of Individual Investors (AAII). The findings suggest that perceived trustworthiness of an online broker is a significant antecedent to investors' satisfaction, and that perceived environmental security and perceived operational competence impact the formation of trust. The results have important managerial implications.