How Presentation Flaws Affect Perceived Site Quality, Trust, and Intention to Purchase from an Online Store.

Author List: Everard, Andrea; Galletta, Dennis F.;
Journal of Management Information Systems, 2005, Volume 22, Issue 3, Page 55-95.
Although there has been a great deal of research on impression formation, little application of that research has been made to electronic commerce. A research model was constructed that hypothesized errors, poor style, and incompleteness to be inversely related to the users' level of perceived quality of an online store. Further, this perceived quality of the online store's Web site would be directly related to users' trust in the store and, ultimately, to users' intentions to purchase from the store. An experimental study with 272 undergraduate and graduate student volunteers supported all the hypotheses. In addition, it was found that the relationship between the factors and perceived quality was mediated by the perception of the flaws. The perception of flaws rather than the actual flaws influenced users' perception of quality. Supplemental analysis also seemed to indicate a pattern of diminishing effects with each subsequent flaw.
Keywords: intention to purchase; trust in e-commerce; Web site credibility; Web site presentation flaws; Web site quality
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List of Topics

#118 0.178 online consumers consumer product purchase shopping e-commerce products commerce website electronic results study behavior experience b2c impact internet purchases websites
#99 0.132 perceived usefulness acceptance use technology ease model usage tam study beliefs intention user intentions users behavioral perceptions determinants constructs studies
#33 0.127 web site sites content usability page status pages metrics browsing design use web-based guidelines results implications portal loyalty navigability addition
#205 0.118 cognitive style research rules styles human individual personality indicates stopping users composition analysis linguistic contextual certain differences preferred theoretical activity
#173 0.102 effect impact affect results positive effects direct findings influence important positively model data suggest test factors negative affects significant relationship
#172 0.087 trust trusting study online perceived beliefs e-commerce intention trustworthiness relationships benevolence initial importance trust-building examines discussed building future context transactions
#115 0.069 quality different servqual service high-quality difference used quantity importance use measure framework impact assurance better include means van dimensions assessing
#206 0.060 multimedia voice presentation impression text biased bias image cue formats equivocality understanding present effective objects condition provide presentations images desire