The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation
<div>Online Product Recommendations (OPRs) are increasingly available to online</div><div>customers as a value-added self-service in evaluating and choosing a product.</div><div>Research has highlighted several advantages that customers can gain from using</div>&l...
| Main Authors: | , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Universitas Indonesia
2016-06-01
|
| Series: | The South East Asian Journal of Management |
| Subjects: | |
| Online Access: | http://journal.ui.ac.id/index.php/tseajm/article/view/7706 |
| _version_ | 1797972881653628928 |
|---|---|
| author | Muhammad Ashraf Noor Ismawati Jaafar Ainin Sulaiman |
| author_facet | Muhammad Ashraf Noor Ismawati Jaafar Ainin Sulaiman |
| author_sort | Muhammad Ashraf |
| collection | DOAJ |
| description | <div>Online Product Recommendations (OPRs) are increasingly available to online</div><div>customers as a value-added self-service in evaluating and choosing a product.</div><div>Research has highlighted several advantages that customers can gain from using</div><div>OPRs. However, the realization of these advantages depends on whether and to</div><div>what extent customers embrace and fully utilise them. The relatively low OPR usage</div><div>rate indicates that customers have not yet developed trust in OPRs’ performance.</div><div>Past studies also have established that satisfaction is a valid measure of system</div><div>performance and a consistent significant determinant of users’ continuous system</div><div>usage. Therefore, this study aimed to examine the mediation effect of trusting</div><div>beliefs on the relationship between expectation-confirmation and satisfaction. The</div><div>proposed research model is tested using data collected via an online survey from</div><div>626 existing users of OPRs. The empirical results revealed that social-psychological</div><div>beliefs (perceived confirmation and trust) are significant contributors to customer</div><div>satisfaction with OPRs. Additionally, trusting beliefs partially mediate the impact</div><div>of perceived confirmation on customer satisfaction. Moreover, this study validates</div><div>the extensions of the interpersonal trust construct to trust in OPRs and examines</div><div>the nomological validity of trust in terms of competence, benevolence, and</div><div>integrity. The findings provide a number of theoretical and practical implications. </div> |
| first_indexed | 2024-04-11T03:55:20Z |
| format | Article |
| id | doaj.art-8faeb727e077499ea8ee73ce948b5e73 |
| institution | Directory Open Access Journal |
| issn | 1978-1989 2355-6641 |
| language | English |
| last_indexed | 2024-04-11T03:55:20Z |
| publishDate | 2016-06-01 |
| publisher | Universitas Indonesia |
| record_format | Article |
| series | The South East Asian Journal of Management |
| spelling | doaj.art-8faeb727e077499ea8ee73ce948b5e732023-01-02T00:44:09ZengUniversitas IndonesiaThe South East Asian Journal of Management1978-19892355-66412016-06-0110110.21002/seam.v10i1.77063487The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product RecommendationMuhammad Ashraf0Noor Ismawati Jaafar1Ainin Sulaiman2University of MalayaUniversity of MalayaUniversity of Malaya<div>Online Product Recommendations (OPRs) are increasingly available to online</div><div>customers as a value-added self-service in evaluating and choosing a product.</div><div>Research has highlighted several advantages that customers can gain from using</div><div>OPRs. However, the realization of these advantages depends on whether and to</div><div>what extent customers embrace and fully utilise them. The relatively low OPR usage</div><div>rate indicates that customers have not yet developed trust in OPRs’ performance.</div><div>Past studies also have established that satisfaction is a valid measure of system</div><div>performance and a consistent significant determinant of users’ continuous system</div><div>usage. Therefore, this study aimed to examine the mediation effect of trusting</div><div>beliefs on the relationship between expectation-confirmation and satisfaction. The</div><div>proposed research model is tested using data collected via an online survey from</div><div>626 existing users of OPRs. The empirical results revealed that social-psychological</div><div>beliefs (perceived confirmation and trust) are significant contributors to customer</div><div>satisfaction with OPRs. Additionally, trusting beliefs partially mediate the impact</div><div>of perceived confirmation on customer satisfaction. Moreover, this study validates</div><div>the extensions of the interpersonal trust construct to trust in OPRs and examines</div><div>the nomological validity of trust in terms of competence, benevolence, and</div><div>integrity. The findings provide a number of theoretical and practical implications. </div>http://journal.ui.ac.id/index.php/tseajm/article/view/7706Online product recommendations, expectation-confirmation, trust, satisfaction |
| spellingShingle | Muhammad Ashraf Noor Ismawati Jaafar Ainin Sulaiman The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation The South East Asian Journal of Management Online product recommendations, expectation-confirmation, trust, satisfaction |
| title | The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation |
| title_full | The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation |
| title_fullStr | The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation |
| title_full_unstemmed | The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation |
| title_short | The Mediation Effect of Trusting Beliefs on The Relationship between Expectation-Confirmation and Satisfaction with The Usage of Online Product Recommendation |
| title_sort | mediation effect of trusting beliefs on the relationship between expectation confirmation and satisfaction with the usage of online product recommendation |
| topic | Online product recommendations, expectation-confirmation, trust, satisfaction |
| url | http://journal.ui.ac.id/index.php/tseajm/article/view/7706 |
| work_keys_str_mv | AT muhammadashraf themediationeffectoftrustingbeliefsontherelationshipbetweenexpectationconfirmationandsatisfactionwiththeusageofonlineproductrecommendation AT noorismawatijaafar themediationeffectoftrustingbeliefsontherelationshipbetweenexpectationconfirmationandsatisfactionwiththeusageofonlineproductrecommendation AT aininsulaiman themediationeffectoftrustingbeliefsontherelationshipbetweenexpectationconfirmationandsatisfactionwiththeusageofonlineproductrecommendation AT muhammadashraf mediationeffectoftrustingbeliefsontherelationshipbetweenexpectationconfirmationandsatisfactionwiththeusageofonlineproductrecommendation AT noorismawatijaafar mediationeffectoftrustingbeliefsontherelationshipbetweenexpectationconfirmationandsatisfactionwiththeusageofonlineproductrecommendation AT aininsulaiman mediationeffectoftrustingbeliefsontherelationshipbetweenexpectationconfirmationandsatisfactionwiththeusageofonlineproductrecommendation |