Table 9.
Selected Literatures on Online Trust
| Study | Variables related to | Other variables | Theory | Key findings | |
|---|---|---|---|---|---|
| Interpersonal trust | Technological trust | ||||
| Sollner et al. (2016) | Trust in the Internet (IV), Trust in the community of Internet users (IV), Trust in the provider (Mev) | Trust in the information system (DV) | Perceived usefulness (Mev), perceived ease of use (DV), intention to use (DV) | Trust-TAM | TRUST_INET → TRUST_COMM (+) |
| TRUST_INET → TRUST_PROV → TRUST_IS (+) | |||||
| TRUST_IS → PU → INT_USE (+) | |||||
| TRUST_PROV → PU → INT_USE (+) | |||||
| TRUST_PROV → PEOU (+) | |||||
| PEOU → PU → INT_USE (+) | |||||
| PEOU → TRUST_IS → PU (+) | |||||
| Ou et al. (2014) | Trust in seller (IV) | – | Effective Use of Instant Messenger (IV), effective use of message box (IV), effective use of feedback system (IV), interactivity (IV), swift guanxi (IV), presence (IV), repurchase intentions (DV), actual repurchases (DV) | The media synchronicity theory | Effective use of instant messenger, effective use of message box, effective use of feedback system → Interactivity, presence (+) |
| Interactivity, presence → Swift Guanxi, trust (+) | |||||
| Swift Guanxi, trust → Repurchase intentions (DV), actual repurchases (DV) (+) | |||||
| Fang et al. (2014) | Trust in vendor (Mev) | – | Satisfaction with vendor (IV), perceived effectiveness of institutional mechanisms (PEEIM) (Mov), repurchase intention (DV) | The theory of organizational trust | Satisfaction → Trust → Repurchase intention (+) |
| PEEIM negatively moderates the relationship between trust in an online vendor and customer repurchase. (−) | |||||
| PEEIM positively moderates the relationship between customer satisfaction and trust. (+) | |||||
| Kim (2014) | Pre e-vendor trust (IV), Post e-vendor trust (IV) | Pre e-channel trust (IV), Post e-channel trust (IV) | Trust propensity (IV), e-vendor satisfaction (IV), e-vendor delivery fulfilment (IV), e-channel satisfaction (IV), e-channel expectation (IV), e-channel performance (IV), e-vendor performance (IV), e-channel reuse intention (DV), repurchase intention (DV) | Expectation-confirmation theory, social exchange theory | Trust propensity → pre e-channel trust, pre e-vendor trust, post e-channel trust |
| Post e-channel trust → post e-vendor trust, e-channel reuse intention | |||||
| Pre e-vendor trust → post e-vendor trust, e-vendor satisfaction, e-vendor delivery fulfillment | |||||
| Pre e-channel trust → pre e-vendor trust, post e-channel trust, e-channel satisfaction, e-channel expectation | |||||
| E-channel satisfaction → post e-channel trust, e-channel reuse intention | |||||
| E-vendor satisfaction → post e-vendor trust, repurchase intention | |||||
| E-channel expectation → e-channel confirmation | |||||
| E-vendor delivery fulfillment → e-vendor confirmation | |||||
| E-channel performance → e-channel confirmation | |||||
| E-vendor performance → e-vendor confirmation | |||||
| E-channel confirmation → e-channel satisfaction | |||||
| E-vendor confirmation → e-vendor satisfaction | |||||
| Post e-vendor trust → repurchase intention | |||||
| Lankton et al. (2015) | Human-like trusting beliefs (IV) | System-like trusting beliefs (IV) | Technology humanness (Mov, IV), perceived usefulness (DV), enjoyment (DV), trusting intention (DV), continuance intention (DV), social presence (DV), animation (DV), interpersonal communication (DV), dynamism (DV) | Trust, social presence, and affordance theories | Human-like trusting beliefs → Perceived usefulness, trusting intention (+) |
| System-like trusting beliefs → Perceived usefulness, enjoyment, trusting intention, continuance intention (+) | |||||
| The more human-like the technology, the stronger the influence of human-like trusting beliefs. (+) | |||||
| The more system-like the technology, the stronger the influence of system-like trusting beliefs. (+) | |||||
| Technology humanness → Social presence, animation, interpersonal communication, dynamism | |||||
| Venkatesh et al. (2016) | – | Trust (Mev, Mov) | Information quality characteristics (IV), Transparency (Mev, Mov), channel characteristics (IV), intention to use e-government (DV), use of e-government (DV), satisfaction with e-government (DV) | Uncertainty reduction theory | Information quality characteristics, channel characteristics → Trust, transparency → Intention to use E-government (+) |
| Intention to use E-government → Use of E-government (+) | |||||
| Use of E-government → Satisfaction with E-government (+) | |||||
| Transparency and trust mediate moderate the effects of information quality and channel characteristics on intentions. (+) | |||||
| Xu et al. (2016) | Trust Benevolence (IV), Trust Integrity (IV), Trust Competence (IV) | – | Satisfaction (DV), Purchase behavior (DV) | trust theory | A buyer’s belief about a seller’s benevolence → Satisfaction (+) |
| A buyer’s belief about a seller’s competence → Purchase behavior (+) | |||||
| Wang and Benbasat (2016) | Trust in RA-benevolence (DV), Trust in RA-integrity (DV), Trust in RA-competence (DV) | – | Advice quality (IV), perceived cognitive effort (IV), perceived strategy restrictiveness (IV), perceived RA transparency (IV) | attribution theory | Advice Quality → Trust in RA-competence (+) |
| Perceived Cognitive Effort → Trust in RA-competence (+) | |||||
| Perceived Strategy Restrictiveness → Trust in RA-competence (+) | |||||
| Perceived RA transparency → Trust in RA-competence, integrity, competence (+) | |||||
| Perceived RA Transparency → Perceived cognitive effort (−) | |||||
| Perceived RA transparency → Advice quality (+) | |||||
| Hoque et al. (2017) | – | Trust (IV) | Perceived ease of use (IV), perceived usefulness (IV), privacy (IV), gender (Mev), intention to use (DV) | Extended TAM | Perceived ease of use → Intention to use (+) |
| Perceived usefulness → Intention to use (+) | |||||
| Privacy → Intention to use (ns) | |||||
| Trust → Intention to use (+) | |||||
| Gender → Intention to use (+) | |||||
| Fan and Lederman (2018) | – | Affective trust (IV), Cognitive trust (IV) | Information adoption (DV), formation of relational closeness (DV) | Social capital theory | Affective trust → Information adoption (+) |
| Affective trust → Formation of relational closeness (+) | |||||
| Cognitive trust → Information adoption (+) | |||||
| Park and Lee (2018) | Trust in government information (IV) | – | Application acceptance (DV), performance expectancy (IV), effort expectancy (IV) | The unified theory of acceptance and use of technology | Trust in government information → Performance expectancy (+) |
| Trust in government information → Effort expectancy (+) | |||||
| Performance expectancy → Application acceptance (+) | |||||
| Effort expectancy → Application acceptance (+) | |||||
| Lu et al. (2018) | – | Cognition-based trust (IV), affect-based trust (IV) | Internet health information quality (IV), source of information (IV), patient compliance (DV) | The social information processing theory and social exchange theory | Internet health information quality → Cognition-based trust (+) |
| Internet health information quality → Affect-based trust (+) | |||||
| Source of information → Cognition-based trust (+) | |||||
| Source of information → Affect-based trust (ns) | |||||
| Cognition-based trust → Affect-based trust (+) | |||||
| Cognition-based trust → Patient compliance (ns) | |||||
| Affect-based trust → Patient compliance (+) | |||||
| Lee et al. (2018) | Trust in newspapers/magazines, radio, TV, and the Internet. | Trust in doctors, Trust in family/friends | – | Channel Complementarity Theory | Trust in doctors → trust in all channels, except the Internet (+) |
| Trust in family/friends → trust in all channels, except the Internet (+) | |||||
| Trust in newspapers →trust in all channels (+) | |||||
| Trust in radio → trust in all channels (+) | |||||
| Trust in TV → trust in all channels (+) | |||||
| Trust in the Internet. → trust in all channels, except the doctors and family/friends (+) | |||||
| Deng et al. (2018) | – | Trust (IV) | Perceived ease of use (IV), perceived usefulness (IV), perceived Risk (IV), adoption intention (DV) | Extended TAM | Trust → Adoption intention (+) |
| Perceived usefulness → Trust (ns) | |||||
| Perceived usefulness → Adoption intention (+) | |||||
| Perceived ease of use → Trust (ns) | |||||
| Perceived ease of use → Adoption intention (+) | |||||
| Perceived Risk → Trust (−) | |||||
| Perceived Risk → Adoption intention (−) | |||||
| Tams et al. (2018) | – | Trust in functionality (IV), Trust in helpfulness (IV), Trust in reliability (IV) | Internal CSE (Computer Self-efficacy) (Mev), External CSE (Mev), Trying to Innovate (DV), Deep Use (DV) | The Model of Proactive Work Behavior (MPWB) | Trust in helpfulness → External CSE → Deep structure (+) |
| Trust in reliability → External CSE → Deep structure (+) | |||||
| Trust in functionality → Internal CSE → Deep structure (+) | |||||
| Trust in functionality → Internal CSE → Trying to innovate (+) | |||||
| Meng et al. (2019a, 2019b) | Trust in offline health services (IV) | Trust in mobile health services (IV) | Physiological conditions (Mev), hospital support (Mev), intention to use mHealth services (DV) | The trust transfer theory | Trust in offline health services → Trust in mHealth services (+) |
| Trust in mHealth services → Intention to use mHealth services (+) | |||||
| Physiological conditions → Trust in mHealth services (+) | |||||
| Odusanya et al. (2020) | – | Trust in e-retail platforms (IV) | PU, PEU, Information quality (IQ), Perceived risk (PR), Social influence (SI), Hedonic motivation (HM), Continuance Intention to use (DV) | Trust building theory |
PU, PEU, IQ → Trust (+) → Continuance Intention PR (−) → Trust (+) → Continuance Intention SI, HM (+) → Trust |
| Gong et al. (2020) | Emotional trust (IV) | Cognitive trust (IV) | Perceived entitativity (PE), Intention to use mobile payment (DV) | The trust transfer theory | PE (+) → Cognitive trust & Emotional trust → Intention to use |
| Yang et al. (2020) | – | Trust in platform (IV) | Service quality (SQ), Perceived risk (PR), Intention to upgrade to paid OMC (DV) | Extended valence framework |
SQ → trust →Intention to upgrade (+) PR (−) → Trust→Intention to upgrade (+) |
Note: The selected studies are collected from the year of 2014, since Kim (2014) had listed most of the studies of online trust that published before the year of 2014