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Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective

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  • Shuiqing Yang

    (Zhejiang University of Finance and Economics)

Abstract

Building initial trust with consumers is critical for e-retailers. Drawing on the elaboration likelihood model, this study examines the factors affecting initial trust in mobile shopping services by focusing on transfer-based and performance-based trust building mechanisms in a web-mobile services extension context. A developed research model reflecting the above two mechanisms is empirically tested on data collected from 192 undergraduate students who were web-shopping users of a famous business-to-consumer retailer in China. The results indicate that transfer-based cues including trust in web shopping services and functional consistency, in combination with performance-based cues including mobile information quality and mobile service quality, significantly affect initial trust in mobile shopping services. In addition, mobile information quality had a stronger, while mobile service quality had a weaker impact on initial trust in mobile shopping services when the consumer had a low level of self-efficacy for change. However, the moderation effects of user involvement were not significant.

Suggested Citation

  • Shuiqing Yang, 2016. "Role of transfer-based and performance-based cues on initial trust in mobile shopping services: a cross-environment perspective," Information Systems and e-Business Management, Springer, vol. 14(1), pages 47-70, February.
    • Handle: RePEc:spr:infsem:v:14:y:2016:i:1:d:10.1007_s10257-015-0274-7
    DOI: 10.1007/s10257-015-0274-7
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    References listed on IDEAS

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    3. Kumar, Deepak S. & Purani, Keyoor & Viswanathan, Shyam A., 2018. "Influences of ‘appscape’ on mobile app adoption and m-loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 45(C), pages 132-141.
    4. Talwar, Shalini & Dhir, Amandeep & Khalil, Ashraf & Mohan, Geetha & Islam, A.K.M. Najmul, 2020. "Point of adoption and beyond. Initial trust and mobile-payment continuation intention," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    5. Groß, Michael, 2018. "Mobile shopping loyalty: The salient moderating role of normative and functional compatibility beliefs," Technology in Society, Elsevier, vol. 55(C), pages 146-159.
    6. Cheng-Chia Yang & Shang-Yu Yang & Yu-Chia Chang, 2023. "Predicting Older Adults’ Mobile Payment Adoption: An Extended TAM Model," IJERPH, MDPI, vol. 20(2), pages 1-17, January.
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    8. Chakraborty, Debarun & Siddiqui, Aaliyah & Siddiqui, Mujahid & Rana, Nripendra P. & Dash, Ganesh, 2022. "Mobile payment apps filling value gaps: Integrating consumption values with initial trust and customer involvement," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    9. Ciunova-Shuleska, Anita & Palamidovska-Sterjadovska, Nikolina & Prodanova, Jana, 2022. "What drives m-banking clients to continue using m-banking services?," Journal of Business Research, Elsevier, vol. 139(C), pages 731-739.
    10. Shankar, Amit & Jebarajakirthy, Charles & Ashaduzzaman, Md, 2020. "How do electronic word of mouth practices contribute to mobile banking adoption?," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    11. Yuanyuan Cao & Jiantong Zhang & Liang Ma & Xinghong Qin & Junjun Li, 2020. "Examining User’s Initial Trust Building in Mobile Online Health Community Adopting," IJERPH, MDPI, vol. 17(11), pages 1-20, June.
    12. Shuiping Ding & Jie Lin & Zhenyu Zhang, 2020. "Influences of Reference Group on Users’ Purchase Intentions in Network Communities: From the Perspective of Trial Purchase and Upgrade Purchase," Sustainability, MDPI, vol. 12(24), pages 1-18, December.
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    14. Abdullatif I. R. ALHUDAITHY, 2019. "The Impact of Supermarkets’ Mobile Application on Saudi Customer’s Behavior during the Buying Decision Process," Expert Journal of Marketing, Sprint Investify, vol. 7(1), pages 77-91.

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