A Cognitive Model Of Trust In E-Commerce: Evidence From A Field Study In China

Abstract

Trust formation in the virtual environment is a complex process and is influenced by a plethora of factors. This paper proposes a cognitive model of trust in e-commerce based on consumer research and the trust literature. It argues that perceived informativeness, perceived entertainment, and perceived irritation of online shopping, coupled with trust propensity, contribute to a customer’s general trust in e-commerce and intention to use e-commerce. This model is tested in a field study in China via a survey instrument. Path analysis of data collected shows that all proposed relationships in the model are supported in the hypothesized directions. Results demonstrate that online marketers and Web system designers alike should pay keen attention to elements that may influence an Internet shopper’s cognitive perceptions in order to nurture consumers’ trust in e-commerce and realize the full potentials of doing business online.