The Influence of Satisfaction, Perceived Reputation and Trust on a Consumer's Commitment to a Website

Consumer commitment and trust placed by the consumer in a website are two key factors for maintaining a long‐term relationship between consumers and businesses in the online context. This study analyzes the effects of the level of satisfaction of previous interactions and the trust placed by the consumer in a website on the commitment of the online consumer. In addition, we have looked at the effects of perceived reputation and satisfaction on consumer trust. The empirical analysis confirms the existence of positive and significant effects of trust and satisfaction on commitment. Similarly, we observed positive and significant effects of perceived reputation and satisfaction on consumer trust. The study concludes with the main managerial implications, limitations and possibilities for future research.

[1]  C. Shapiro.  Premiums for High Quality Products as Returns to Reputations , 1983 .

[2]  Joseph P. Cannon,et al.  An Examination of the Nature of Trust in Buyer–Seller Relationships: , 1997 .

[3]  J. H. Davis,et al.  An Integrative Model Of Organizational Trust , 1995 .

[4]  Pascale G. Quester,et al.  The effects of market orientation on trust and commitment , 2003 .

[5]  Susan Wiedenbeck,et al.  On-line trust: concepts, evolving themes, a model , 2003, Int. J. Hum. Comput. Stud..

[6]  Kent W. Smith.  On Estimating the Reliability of Composite Indexes Through Factor Analysis , 1974 .

[7]  James C. Anderson,et al.  STRUCTURAL EQUATION MODELING IN PRACTICE: A REVIEW AND RECOMMENDED TWO-STEP APPROACH , 1988 .

[8]  John P. Meyer,et al.  Commitment to organizations and occupations: Extension and test of a three-component conceptualization. , 1993 .

[9]  J. Steenkamp,et al.  A Meta-Analysis of Satisfaction in Marketing Channel Relationships , 1999 .

[10]  G. Cowan.  Statistical data analysis , 1998 .

[11]  S. Hunt,et al.  The Commitment-Trust Theory of Relationship Marketing , 1994 .

[12]  J. Steenkamp,et al.  The Effects of Supplier Fairness on Vulnerable Resellers , 1995 .

[13]  Paul Herbig,et al.  The relationship of reputation and credibility to brand success , 1993 .

[14]  Denver Severt,et al.  THE CUSTOMER'S PATH TO LOYALTY: A PARTIAL TEST OF THE RELATIONSHIPS OF PRIOR EXPERIENCE, JUSTICE, AND CUSTOMER SATISFACTION , 2002 .

[15]  Corporate reputations in UK biotechnology: an analysis of on‐line ‘company profile’ texts , 2003 .

[16]  Barton A. Weitz,et al.  The Use of Pledges to Build and Sustain Commitment in , 1992 .

[17]  James A. Narus,et al.  A Model of Distributor Firm and Manufacturer Firm Working Partnerships , 1990 .

[18]  Jan-Benedict E. M. Steenkamp,et al.  The Effects of Trust and Interdependence on Relationship Commitment , 1996 .

[19]  C. Fombrun,et al.  What's in a Name? Reputation Building and Corporate Strategy , 1990 .

[20]  Keith S. Coulter,et al.  Determinants of trust in a service provider: the moderating role of length of relationship , 2002 .

[21]  B. Gosschalk,et al.  The Business World will never be the Same: The Contribution of Research to Corporate Governance Post-Enron , 2005 .

[22]  Marie Christine Roy,et al.  The impact of interface usability on trust in Web retailers , 2001, Internet Res..

[23]  Linda D. Molm,et al.  Risk and Trust in Social Exchange: An Experimental Test of a Classical Proposition , 2000, American Journal of Sociology.

[24]  Scot Burton,et al.  Distinguishing Coupon Proneness from Value Consciousness: An Acquisition-Transaction Utility Theory Perspective , 1990 .

[25]  Joyce Seelen,et al.  Psychological Determinants for Consumer Trust in E-Retailing , 2001 .

[26]  D. W. Barclay,et al.  The Effects of Organizational Differences and Trust on the Effectiveness of Selling Partner Relationships , 1997 .

[27]  K. Jöreskog.  Statistical analysis of sets of congeneric tests , 1971 .

[28]  Sajeev Varki,et al.  Measuring the quality of relationships in consumer services: an empirical study , 2003 .

[29]  Beverly K. Brockman,et al.  The Influence of Affective State on Satisfaction Ratings , 1998 .

[30]  P. Tuominen.  Managing Brand Equity , 1999 .

[31]  Norjansalika Janom,et al.  Consumer perceptions of internet retail service quality , 2005 .

[32]  Ravi S. Achrol,et al.  Evolution of the Marketing Organization: New Forms for Turbulent Environments , 1991 .

[33]  Shankar Ganesan.  Determinants of Long-Term Orientation in Buyer-Seller Relationships , 1994 .

[34]  Aino Halinen.  Service quality in professional business services: A relationship approach , 1996 .

[35]  Richard A. Spreng,et al.  A cross‐cultural assessment of the satisfaction formation process , 2002 .

[36]  A. Sohal,et al.  An examination of the relationship between trust, commitment and relationship quality , 2002 .

[37]  Patrick E. Murphy,et al.  Ethical and Legal Foundations of Relational Marketing Exchanges , 1993 .

[38]  J. Hair.  Multivariate data analysis , 1972 .

[39]  S. Urbina.  Essentials of Psychological Testing , 2005, PsyPag Quarterly.

[40]  Sirkka L. Jarvenpaa,et al.  Consumer trust in an Internet store , 2000, Inf. Technol. Manag..

[41]  J. Nunnally.  Psychometric Theory (2nd ed), New York: McGraw-Hill. , 1978 .

[42]  P. Nath,et al.  A model of trust in online relationship banking , 2003 .

[43]  G. Zaltman,et al.  Relationships between Providers and Users of Market Research: The Dynamics of Trust within and between Organizations , 1992 .

[44]  Mark P. Leach,et al.  Building customer relations over the Internet , 2002 .

[45]  Karl G. Jöreskog,et al.  Lisrel 8: Structural Equation Modeling With the Simplis Command Language , 1993 .

[46]  V. Mitchell.  Consumer perceived risk: conceptualisations and models , 1999 .

[47]  F. Dwyer,et al.  Developing Buyer-Seller Relationships: , 1987 .

[48]  Steve Muylle,et al.  A grounded theory of World Wide Web search behaviour , 1999 .

[49]  W. Jason Owen,et al.  Statistical Data Analysis , 2000, Technometrics.

[50]  Gilbert A. Churchill.  A Paradigm for Developing Better Measures of Marketing Constructs , 1979 .

[51]  P. Herbig,et al.  A model of reputation building and destruction , 1994 .

[52]  Rodolfo Vázquez,et al.  The effect of market orientation on buyer–seller relationship satisfaction , 2003 .

[53]  A. Rangaswamy,et al.  Customer satisfaction and loyalty in online and offline environments , 2003 .

[54]  Barbara Stern.  Advertising Intimacy: Relationship Marketing and the Services Consumer , 1997 .

[55]  Janet Wagner,et al.  Satisfaction, Trust and Commitment in Consumers= Relationships With Online Retailers , 2001 .

[56]  Allan D. Shocker,et al.  Managing Brand Equity , 1991 .

[57]  Gregory T. Gundlach,et al.  The Structure of Commitment in Exchange , 1995 .

[58]  Judy A. Siguaw,et al.  Effects of Supplier Market Orientation on Distributor Market Orientation and the Channel Relationship: The Distributor Perspective , 1998 .

[59]  Robert A Ping,et al.  On assuring valid measures for theoretical models using survey data , 2004 .

[60]  G. Zaltman,et al.  Factors affecting trust in market research relationships. , 1993 .

[61]  J. Zaichkowsky.  Measuring the Involvement Construct , 1985 .

[62]  Eunsang Yoon,et al.  The effects of information and company reputation on intentions to buy a business service , 1993 .

[63]  Mark S. Johnson,et al.  The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships , 1999 .

[64]  T. Ambler,et al.  The Dark Side of Long-Term Relationships in Marketing Services , 1999 .

[65]  C. Fornell,et al.  Evaluating structural equation models with unobservable variables and measurement error. , 1981 .