Modeling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and E-Loyalty.

Author List: Cyr, Dianne;
Journal of Management Information Systems, 2008, Volume 24, Issue 4, Page 47-72.
Despite rapidly increasing numbers of diverse online shoppers, the relationship of Web site design to trust, satisfaction, and loyalty has not previously been modeled across cultures. In the current investigation, three components of Web site design (information design, navigation design, and visual design) are considered for their impact on trust and satisfaction. In turn, relationships of trust and satisfaction to online loyalty are evaluated. Utilizing data collected from 571 participants in Canada, Germany, and China, various relationships in the research model are tested using partial least squares analysis for each country separately. In addition, the overall model is tested for all countries combined as a control and verification of earlier research findings, although this time with a mixed country sample. All paths in the overall model are confirmed. Differences are determined for separate country samples concerning whether navigation design, visual design, and information design result in trust, satisfaction, and ultimately loyalty--suggesting design characteristics should be a central consideration in Web site design across cultures.
Keywords: culture impacts; e-commerce; e-loyalty; satisfaction; trust; Web site design
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List of Topics

#276 0.248 satisfaction information systems study characteristics data results using user related field survey empirical quality hypotheses important success various indicate tested
#270 0.155 design designs science principles research designers supporting forms provide designing improving address case little space criteria methods increasing synthesis designer
#28 0.145 cultural culture differences cross-cultural states united status national cultures japanese studies japan influence comparison versus china participants country singapore diverse
#33 0.138 web site sites content usability page status pages metrics browsing design use web-based guidelines results implications portal loyalty navigability addition
#172 0.092 trust trusting study online perceived beliefs e-commerce intention trustworthiness relationships benevolence initial importance trust-building examines discussed building future context transactions
#283 0.065 interface user users interaction design visual interfaces human-computer navigation human need cues studies guidelines laboratory functional developed restricted know guided