THE TRUST FACTOR: A COMPREHENSIVE REVIEW OF ANTECEDENTS AND THEIR ROLE IN SHAPING ONLINE PURCHASE INTENTIONS
Downloads
Introduction: This study investigates trust's impact on consumer buying decisions and trust levels within e-commerce, shedding light on trust antecedents and their role in shaping purchase intentions.
Methods: This qualitative study, conducted on September 21, 2023, employed a systematic literature review approach. Using the Scopus database in conjunction with Harzing's Publish or Perish 8 tool, the study focused on 23 articles concerning trust and online purchases. These articles were meticulously selected from a pool of 775 papers published between 2019 and 2023.
Results: E-commerce trust research reveals recurring themes like reputation, risk, information quality, and utility, along with social support, subjective norms, fulfillment, trustworthiness, and vendor reliability. Trust plays a central role by mitigating risk, mediating relationships, and predicting purchase intent, influenced by content quality and social presence. These findings emphasize trust's significance in shaping online purchase intentions.
Conclusion and suggestion: Understanding trust's complexity and its various antecedents is vital for businesses to tailor effective strategies, influencing online sales and consumer decisions in e-commerce. This research enhances trust comprehension in e-commerce, especially in emerging markets, by identifying key antecedents and providing a comprehensive framework. However, limitations include potential exclusions based on title format criteria and reliance on specific titles from 2019-2023. Future research should incorporate current publications and explore broader dynamics of consumer behavior in e-commerce.
Aloqool, A., & Alsmairat, M. A. K. (2022). The impact of social commerce on online purchase intention: The mediation role of trust in social network sites. International Journal of Data and Network Science, 6(2), 509–516. https://doi.org/10.5267/j.ijdns.2021.12.003
Alotaibi, T. S., Abdulrahman, A., & Saad, S. (2019). Instagram Shopping in Saudi Arabia: What Influences Consumer Trust and Purchase Decisions? International Journal of Advanced Computer Science and Applications, 10(11). https://doi.org/10.14569/IJACSA.2019.0101181
Antonytheva, S., Oudshoorn, A., & Garnett, A. (2021). Professional intimacy in nursing practice: A concept analysis. Nursing Forum, 56(1), 151–159. https://doi.org/10.1111/nuf.12506
Aw, E. C.-X., Kamal Basha, N., Ng, S. I., & Ho, J. A. (2021). Searching online and buying offline: Understanding the role of the channel-, consumer-, and product-related factors in determining webrooming intention. Journal of Retailing and Consumer Services, 58, 102328. https://doi.org/10.1016/j.jretconser.2020.102328
Chang, K.-C., Hsu, Y.-T., Hsu, C.-L., & Sung, Y.-K. (2019). Effect of tangibilization cues on consumer purchase intention in the social media context: Regulatory focus perspective and the moderating role of perceived trust. Telematics and Informatics, 44, 101265. https://doi.org/10.1016/j.tele.2019.101265
Chaudhary, S., Dhir, A., Ferraris, A., & Bertoldi, B. (2021). Trust and reputation in family businesses: A systematic literature review of past achievements and future promises. Journal of Business Research, 137, 143–161. https://doi.org/10.1016/j.jbusres.2021.07.052
Chawla, N., & Kumar, B. (2022). E-Commerce and Consumer Protection in India: The Emerging Trend. Journal of Business Ethics, 180(2), 581–604. https://doi.org/10.1007/s10551-021-04884-3
Cheng, Y., Funkhouser, C., Raabe, T., & Cross, R. (2022). Examining organization-public relationships in crises: A thematic meta-analysis of updated literature from 1997 to 2019. Journal of Contingencies and Crisis Management, 30(2), 148–160. https://doi.org/10.1111/1468-5973.12370
Choi, E., & Lee, K. C. (2019). Effect of trust in domain-specific information of safety, brand loyalty, and perceived value for cosmetics on purchase intentions in mobile e-commerce context. Sustainability (Switzerland), 11(22). https://doi.org/10.3390/su11226257
DAM, T. C. (2020). Influence of Brand Trust, Perceived Value on Brand Preference and Purchase Intention. The Journal of Asian Finance, Economics and Business, 7(10), 939–947. https://doi.org/10.13106/jafeb.2020.vol7.no10.939
Dou, X., Fan, A., & Cai, L. (2021). Mobile contextual marketing in a museum setting. Journal of Services Marketing, 35(5), 559–571. https://doi.org/10.1108/JSM-02-2020-0049
Dubbelink, S. I., Herrando, C., & Constantinides, E. (2021). Social Media Marketing as a Branding Strategy in Extraordinary Times: Lessons from the COVID-19 Pandemic. Sustainability, 13(18), 10310. https://doi.org/10.3390/su131810310
Ekata. (2023). Ecommerce fraud trends and statistics merchants need to know in 2023. Https://Ekata.Com/Blog/Ecommerce-Fraud-Trends-and-Statistics-Merchants-Need-to-Know-in-2023/.
Esho, E., & Verhoef, G. (2021). WHAT INFLUENCES ONLINE SHOPPING IN NIGERIA: TRUST OR WEBSITE QUALITY? African Journal of Business and Economic Research, 16(3), 1–23. https://doi.org/10.31920/1750-4562/2021/v16n3a8
Furner, C. P., Drake, J. R., Zinko, R., & Kisling, E. (2022). Online Review Antecedents of Trust, Purchase, and Recommendation Intention: A Simulation-Based Experiment for Hotels and AirBnBs. Journal of Internet Commerce, 21(1), 79–103. https://doi.org/10.1080/15332861.2020.1870342
Forbes. (2023). 38 E-Commerce Statistics Of 2023. Https://Www.Forbes.Com/Advisor/Business/Ecommerce-Statistics/#:~:Text=The%20global%20e%2Dcommerce%20market,Other%20side%20of%20the%20world.
Giao, H. N. K., Vuong, B. N., & Quan, T. N. (2020). The influence of website quality on consumer's e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 351–370. https://doi.org/10.5267/j.uscm.2019.11.004
Gil-Gomez, H., Guerola-Navarro, V., Oltra-Badenes, R., & Lozano-Quilis, J. A. (2020). Customer relationship management: digital transformation and sustainable business model innovation. Economic Research-Ekonomska Istraživanja, 33(1), 2733–2750. https://doi.org/10.1080/1331677X.2019.1676283
Halim, E., & Karsen, M. (2020). The Impact of Trust to Online Purchase Intention of Business Investors. 2020 International Conference on Information Management and Technology (ICIMTech). https://doi.org/https://doi.org/10.1109/ICIMTech50083.2020.9211132
Harrigan, M., Feddema, K., Wang, S., Harrigan, P., & Diot, E. (2021). How trust leads to online purchase intention founded in perceived usefulness and peer communication. Journal of Consumer Behaviour, 20(5), 1297–1312. https://doi.org/10.1002/cb.1936
Hidayat, A., Wijaya, T., Ishak, A., & Endi Catyanadika, P. (2021). Consumer Trust as the Antecedent of Online Consumer Purchase Decision. Information, 12(4), 145. https://doi.org/10.3390/info12040145
Hulland, J., & Houston, M. B. (2020). Why systematic review papers and meta-analyses matter: an introduction to the special issue on generalizations in marketing. Journal of the Academy of Marketing Science, 48(3), 351–359. https://doi.org/10.1007/s11747-020-00721-7
Ikram, R. R., Khanapi, M., Ghani, A., Raihan, N., Hamid, A., Raja, R., Raja, I., Hamid, A. B., & Salahuddin, L. (2018). Enabling ehealth in traditional medicine: A systematic review of information systems integration requirements. In Journal of Engineering Science and Technology (Vol. 13, Issue 12). https://www.researchgate.net/publication/330365681
Karjaluoto, H., Shaikh, A. A., Saarijärvi, H., & Saraniemi, S. (2019). How perceived value drives the use of mobile financial services apps. International Journal of Information Management, 47, 252–261. https://doi.org/10.1016/j.ijinfomgt.2018.08.014
Kasilingam, D. L. (2020). Understanding the attitude and intention to use smartphone chatbots for shopping. Technology in Society, 62, 101280. https://doi.org/10.1016/j.techsoc.2020.101280
Khan, S., Rahim, N. Z. Ab., & Maarop, N. (2020). A systematic literature review and a proposed model on antecedents of trust to use social media for e-government services. International Journal of ADVANCED AND APPLIED SCIENCES, 7(2), 44–56. https://doi.org/10.21833/ijaas.2020.02.007
Kompas. (2023). We Need to Be Careful with "Social Commerce.” Https://Www.Kompas.Id/Baca/English/2023/09/21/En-Kita-Perlu-Berhati-Hati-Dengan-Social-Commerce.
Kotler, P., Armstrong, G., & Balasubramanian, S. (2023). GLOBAL EDITION Principles of Marketing NINETEENTH EDITION (19th ed.). Pearson Education Limited.
Lin, X., Wang, X., & Hajli, N. (2019). Building E-Commerce Satisfaction and Boosting Sales: The Role of Social Commerce Trust and Its Antecedents. International Journal of Electronic Commerce, 23(3), 328–363. https://doi.org/10.1080/10864415.2019.1619907
Liu, C., Bao, Z., & Zheng, C. (2019). Exploring consumers' purchase intention in social commerce. Asia Pacific Journal of Marketing and Logistics, 31(2), 378–397. https://doi.org/10.1108/APJML-05-2018-0170
Liu, Y., Su, X., Du, X., & Cui, F. (2019). How social support motivates trust and purchase intentions in mobile social commerce. Revista Brasileira de Gestao de Negocios, 21(5), 839–860. https://doi.org/10.7819/rbgn.v21i5.4025
Luo, C., Chen, Q., Zhang, Y., & Xu, Y. (2021). The Effects of Trust on Policyholders' Purchase Intentions in an Online Insurance Platform. Emerging Markets Finance and Trade, 57(15), 4167–4184. https://doi.org/10.1080/1540496X.2019.1695122
Madhani, P. M. (2020). Building a Customer Focused Strategy: Developing Conceptual Frameworks and Research Propositions. SSRN Electronic Journal. https://doi.org/10.2139/ssrn.3717410
Maia, C. R., Lerch Lunardi, G., Bittencourt Dolci, D., & da Silva Añaña, E. (2022). The effects of brand and online reviews on consumer trust and purchase intentions in developing countries: the case of the online travel agencies in Brazil. BBR, Braz. Bus., 19(3), 288–308. https://doi.org/10.15728/bbr.2022.19.3.4.en
Maia, C. R., Lunardi, G. L., Dolci, D., & D'Avila, L. C. (2019). Competitive Price and Trust as Determinants of Purchase Intention in Social Commerce. BAR - Brazilian Administration Review, 16(4). https://doi.org/10.1590/1807-7692bar2019190074
Maune, A. (2021). Intention to use mobile applications in competitive intelligence: An extended conceptual framework. Journal of Intelligence Studies in Business, 11(2), 6–29. https://ojs.hh.se/
Moon, J., Choe, Y., & Song, H. (2021). Determinants of consumers' online/offline shopping behaviours during the COVID-19 pandemic. International Journal of Environmental Research and Public Health, 18(4), 1–17. https://doi.org/10.3390/ijerph18041593
Nasir, V. A., Keserel, A. C., Surgit, O. E., & Nalbant, M. (2021). Segmenting consumers based on social media advertising perceptions: How does purchase intention differ across segments? Telematics and Informatics, 64, 101687. https://doi.org/10.1016/j.tele.2021.101687
Nasution, M. D. T. P., Rossanty, Y., Ariffin, K. H. K., & Zaini, N. I. B. M. (2019). An empirical examination of the factors influencing consumer's purchase intention toward online shopping. Journal of Business & Retail Management Research, 13(04). https://doi.org/10.24052/JBRMR/V13IS04/ART-02
Paluri, R. A., & Mishal, A. (2020). Trust and commitment in supply chain management: a systematic review of literature. Benchmarking, 27(10), 2831–2862. https://doi.org/10.1108/BIJ-11-2019-0517
Purwanto, A., Haque, M. G., Sunarsih, D., & Asbari, M. (2021). The Role of Brand Image, Food Safety, Awareness, Certification on Halal Food Purchase Intention: An Empirical Study on Indonesian Consumers. Journal of Industrial Engineering & Management Research, 2(3), 42–52. https://doi.org/10.7777/jiemar.v2i3
Qalati, S. A., Vela, E. G., Li, W., Dakhan, S. A., Hong Thuy, T. T., & Merani, S. H. (2021). Effects of perceived service quality, website quality, and reputation on purchase intention: The mediating and moderating roles of trust and perceived risk in online shopping. Cogent Business & Management, 8(1). https://doi.org/10.1080/23311975.2020.1869363
Roach, A. (2019). A concept analysis of adolescent friendship. Nursing Forum, 54(3), 328–335. https://doi.org/10.1111/nuf.12332
Siegrist, M. (2021). Trust and Risk Perception: A Critical Review of the Literature. Risk Analysis, 41(3), 480–490. https://doi.org/10.1111/risa.13325
Sohn, J. W., & Kim, J. K. (2020). Factors that influence purchase intentions in social commerce. Technology in Society, 63, 101365. https://doi.org/10.1016/j.techsoc.2020.101365
Soleimani, M. (2022). Buyers' trust and mistrust in e-commerce platforms: a synthesizing literature review. Information Systems and E-Business Management, 20(1), 57–78. https://doi.org/10.1007/s10257-021-00545-0
Sombultawee, K., & Wattanatorn, W. (2022). The impact of trust on purchase intention through omnichannel retailing. Journal of Advances in Management Research, 19(4), 513–532. https://doi.org/10.1108/JAMR-06-2021-0196
Song, S. W., & Shin, M. (2022). Uncanny Valley Effects on Chatbot Trust, Purchase Intention, and Adoption Intention in the Context of E-Commerce: The Moderating Role of Avatar Familiarity. International Journal of Human-Computer Interaction. https://doi.org/10.1080/10447318.2022.2121038
Sulistyowati, T., & Husda, N. E. (2023). A Global Outlook on Sustainable Plant Acquisition: A Review of Scholarly Works. International Journal of Multidisciplinary Approach Research and Science, 1(03), 536–548. https://doi.org/10.59653/ijmars.v1i03.286
Suprapto, B., Wicaksana, P. D., & Mohd Sam, M. F. (2022). Determinants of Online Trust and Their Impact on Online Purchase Intention in Yogyakarta. International Journal of Industrial Engineering and Production Research, 33(3). https://doi.org/10.22068/ijiepr.33.3.8
Tempo. (2023). Trade Ministry Says Most Consumers' Complaints Related to E-Commerce. Https://En.Tempo.Co/Read/1678679/Trade-Ministry-Says-Most-Consumers-Complaints-Related-to-e-Commerce.
Trivedi, S. K., & Yadav, M. (2020). Repurchase intentions in Y generation: mediation of trust and e-satisfaction. Marketing Intelligence & Planning, 38(4), 401–415. https://doi.org/10.1108/MIP-02-2019-0072
Vakulenko, Y., Shams, P., Hellström, D., & Hjort, K. (2019). Online retail experience and customer satisfaction: the mediating role of last mile delivery. The International Review of Retail, Distribution and Consumer Research, 29(3), 306–320. https://doi.org/10.1080/09593969.2019.1598466
Varma, M., Kumar, V., Sangvikar, B., & Pawar, A. (2020). Impact of social media, security risks and reputation of e-retailer on consumer buying intentions through trust in online buying: A structural equation modeling approach. Journal of Critical Reviews, 7(1), 119–127. https://doi.org/10.22159/jcr.07.01.22
Ventre, I., & Kolbe, D. (2020). The Impact of Perceived Usefulness of Online Reviews, Trust and Perceived Risk on Online Purchase Intention in Emerging Markets: A Mexican Perspective. Journal of International Consumer Marketing, 32(4), 287–299. https://doi.org/10.1080/08961530.2020.1712293
Wu, W., Zhang, A., van Klinken, R. D., Schrobback, P., & Muller, J. M. (2021). Consumer Trust in Food and the Food System: A Critical Review. Foods, 10(10), 2490. https://doi.org/10.3390/foods10102490
Wu, X., & Yuan, C. (2022). Research on Improving Online Purchase Intention of Poverty-Alleviation Agricultural Products in China: From the Perspective of Institution-Based Trust. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.900328
Wu, Y., & Huang, H. (2023). Influence of Perceived Value on Consumers' Continuous Purchase Intention in Live-Streaming E-Commerce”Mediated by Consumer Trust. Sustainability (Switzerland), 15(5). https://doi.org/10.3390/su15054432
Yang, Z., Ngo, Q. Van, & Nguyen, C. X. T. (2020). Ethics of retailers and consumer behavior in e-commerce: Context of developing country with roles of trust and commitment. International Journal of Asian Business and Information Management, 11(1), 107–126. https://doi.org/10.4018/IJABIM.2020010107
Zahara, A. N., Rini, E. S., & Sembiring, B. K. F. (2021). The Influence of Seller Reputation and Online Customer Reviews towards Purchase Decisions through Consumer Trust from C2C E-Commerce Platform Users in Medan, North Sumatera, Indonesia. International Journal of Research and Review (Ijrrjournal.Com), 8(2), 422.
Zhang, L., Anjum, M. A., & Wang, Y. (2023). The Impact of Trust-Building Mechanisms on Purchase Intention towards Metaverse Shopping: The Moderating Role of Age. International Journal of Human–Computer Interaction, 1–19. https://doi.org/10.1080/10447318.2023.2184594
Zhang, X., & Wang, T. (2021). Understanding purchase intention in O2O E-Commerce: The effects of trust transfer and online contents. Journal of Theoretical and Applied Electronic Commerce Research, 16(2), 101–115. https://doi.org/10.4067/S0718-18762021000200107
Zhang, Y., & Zhou, C. (2023). A Study on the Impact of Structural Equation-Based Time Orientation on Consumer Innovativeness in an e-commerce Environment. 2023 4th International Conference on E-Commerce and Internet Technology (ECIT 2023). https://doi.org/https://doi.org/10.2991/978-94-6463-210-1_45
Zhao, S., Fang, Y., Zhang, W., & Jiang, H. (2020). Trust, perceived benefit, and purchase intention in C2C e-commerce: An empirical examination in China. Journal of Global Information Management, 28(1), 121–141. https://doi.org/10.4018/JGIM.2020010107
Copyright (c) 2023 Tussi Sulistyowati, Nur Elfi Husda
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with Jurnal Ekonomi dan Bisnis Airlangga agree to the following terms:The journal allows the author to hold the copyright of the article without restrictions.
The journal allows the author(s) to retain publishing rights without restrictions
The legal formal aspect of journal publication accessibility refers to Creative Commons Attribution Share-Alike (CC BY-SA).
Jurnal Ekonomi dan Bisnis Airlangga (JEBA) is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
.png)
