Online information quality as determinant of perceived risk reduction in e-commerce: An application to apparel virtual stores

International Journal of Internet Marketing and Advertising

Volumn 6, Issue 4, 2011, Pages 352-372

  Aldás Manzano, Joaquín ^a   Currás Pérez, Rafael ^a   Sanz Blas, Silvia ^a  

^a UNIVERSITY OF VALENCIA   (Spain)

Author keywords

Apparel virtual store; Online purchase intent; Perceived risk; Privacy; Product information quality; Security; Services information quality

Indexed keywords

EID: 84857244457     PISSN: 14775212     EISSN: 17418100     Source Type: Journal    
DOI: 10.1504/IJIMA.2011.043656     Document Type: Article

References (98)

1. AECE (2010) Estudio sobre Comercio Electrónico B2C 2010, available at http://www.aece.org (accessed on 05 April 2010).
2. Ahn, T., Ryu, S. and Han, I. (2007) 'The impact of web quality and playfulness on user acceptance of online retailing', Information & Management, Vol. 44, No. 3, pp.263-275. (Pubitemid 46705539)
3. Anckar, B. and D'Incau, D. (2000) 'Value creation in mobile commerce: findings from a consumer survey', Journal of Information Technology Theory and Application, Vol. 4, No. 1, pp.43-64.
4. Anderson, J. and Gerbing, D. (1988) 'The use of pledges to build and sustain commitment in distribution channels: a review and recommended two-step approach', Psychological Bulletin, Vol. 103, pp.411-423.
5. Andrews, L. and Boyle, M.V. (2008) 'Consumers' accounts of perceived risk online and the influence of communication sources', Qualitative Market Research, Vol. 11, No. 1, pp.59-75.
6. Bagozzi, R. and Yi, J. (1988) 'On the evaluation of structural equation models', Journal of the Academy of Marketing Science, Vol. 16, No. 2, pp.74-94.
7. Bai, B., Law, R. and Wen, I. (2008) 'The impact of website quality on customer satisfaction and purchase intentions: evidence from Chinese online visitors', International Journal of Hospitality Management, Vol. 27, No. 3, pp.391-402.
8. Bao, Y., Bao, Y. and Sheng, S. (2010) 'Motivating purchase of private brands: Effects of store image, product signatureness, and quality variation', Journal of Business Research, doi:10.1016/j.jbusres.2010.02.007.
9. Bauer, K. and Hein, S.E. (2006) 'The effect of heterogeneous risk on the early adoption of internet banking technologies', Journal of Banking & Finance, Vol. 30, No. 6, pp.1713-1725. (Pubitemid 44261636)
10. Belanger, F., Hiller, J. and Smith, W.J. (2002) 'Trustworthiness in electronic commerce: the role of privacy, security, and site attributes', Journal of Strategic Information Systems, Vol. 11, Nos. 3/4, pp.245-270.
11. Bentler, P. (2005) EQS 6: Structural Equation Program Manual, Multivariate Software, Encino, CA.
12. Bhatnagar, A. and Ghose, S. (2004) 'Segmenting consumers based on the benefits and risk of internet shopping', Journal of Business Research, Vol. 57, No. 7, pp.758-767.
13. Cai, S. and Xu, Y. (2006) 'Effects of outcome, process and shopping enjoyment on online consumer behaviour', Electronic Commerce Research and Applications, Vol. 5, No. 4, pp.272-281. (Pubitemid 44636394)
14. Caswell, S. (2000) Women Enjoy E-shopping less than Men, available at http://www.ecommercetimes.com (accessed 05 April 2008).
15. Certisur (2006) Experiencia y Percepción Sobre Temas de Seguridad Informática, Informe available at http://www.certisur.com/docs/ EncSeguridadInternet-2006.pdf (accessed on 03 July 2008).
16. Chang, H.H. and Chen, S.W. (2008) 'The impact of online store environment cues on purchase intention: trust and perceived risk as a mediator', Online Information Review, Vol. 32, No. 6, pp.818-841.
17. Chen, L., Gillenson, M. and Sherrell, D. (2004) 'Consumer acceptance of virtual stores: a theoretical model and critical success factors for virtual stores', Database for Advances in Information Systems, Vol. 35, No. 2, pp.8-31.
18. Chou, C., Bentler, P. and Satorra, A. (1991) 'Scaled test statistics and robust standard errors for non-normal data in covariance structure analysis: a Monte Carlo study', The British Journal of Mathematical and Statistical Psychology, Vol. 44, No. 2, pp.347-357.
19. Cunningham, L.F., Gerlach, J.H., Harper, M.D. and Young, C.E. (2005) 'Perceived risk and the consumer buying process: internet airline reservations', International Journal of Service Industry Management, Vol. 16, No. 4, pp.357-372. (Pubitemid 41112453)
20. D'Souza, G. and Phelps, J.E. (2009) 'The privacy paradox: the case of secondary disclosure', Review of Marketing Science, Vol. 7, No. 4, pp.1-29.
21. Daft, R. and Lengel, R. (1986) 'Organizational information requirements, media richness and structural design', Management Science, Vol. 32, No. 5, pp.554-571.
22. Dong-Her, S., Hsiu-Sen, C., Chun-Yuan, C. and Lin, B. (2004) 'Internet security: malicious e-mails detection and protection', Industrial Management & Data Systems, Vol. 104, No. 7, pp.613-623.
23. Drennan, J., Sullivan, G. and Previte, J. (2006) 'Privacy, risk perception, and expert online behaviour: an exploratory study of household end-users', Journal of Organisational and End User Computing, Vol. 18, No. 1, pp.1-21.
24. Eastlick, M.A., Lotz, S.L. and Warrington, P. (2006) 'Understanding online B-to-C relationships: an integrated model of privacy concerns, trust and commitment', Journal of Business Research, Vol. 59, No. 8, pp.877-886. (Pubitemid 43905939)
25. Elliot, S. and Fowell, S. (2000) 'Expectations versus reality: a snapshot of consumer experiences with internet retailing', International Journal of Information Management, Vol. 20, pp.323-336.
26. Fiore, A.M., Jin, H.J. and Kim, J. (2005) 'For fun and profit: hedonic value from image interactivity and responses towards an online store', Psychology & Marketing, Vol. 22, No. 8, pp.669-694. (Pubitemid 41111888)
27. Flavián, C. and Guinaliu, M. (2006) 'La confianza y el compromiso en las relaciones a través de internet, Dos pilares básicos del marketing estratégico en la Red', Cuadernos de Economía y Dirección de Empresas, No. 29, pp.133-160.
28. Fogel, J. and Nehmad, E. (2009) 'Internet social network communities: risk taking, trust, and privacy concerns', Computers in Human Behavior, Vol. 25, No. 1, pp.153-160.
29. Fornell, C. and Larcker, D. (1981) 'Evaluating structural equations models with unobservable variables and measurement error', Journal of Marketing Research, Vol. 18, pp.39-50.
30. Forsythe, S. and Shi, B. (2003) 'Consumer patronage and risk perceptions in internet shopping', Journal of Business Research, Vol. 56, No. 11, pp.867-875. (Pubitemid 36913805)
31. Greenwald, A. (1968) 'Cognitive learning, cognitive response to persuasion and attitude change', in Greenwald, A., Brock, T. and Ostrom. T. (Eds.): Psychological Foundations of Attitudes, Chapter 6, Academic Press, New York, NY.
32. Heinze, N. and Hu, Q. (2006) 'The evolution of corporate web presence: a longitudinal study of large American companies', International Journal of Information Management, Vol. 26, No. 4, pp.313-325. (Pubitemid 44233088)
33. Hirunyawipada, T. and Paswan, A. (2006) 'Consumer innovativeness and perceived risk: implications for high technology product adoption', Journal of Consumer Marketing, Vol. 23, No. 4, pp.182-198. (Pubitemid 44086427)
34. Howcroft, B., Hamilton, R. and Hewer, P. (2007) 'Customer involvement and interaction in retail banking: an examination of risk and confidence in the purchase of financial products', Journal of Services Marketing, Vol. 21, No. 7, pp.481-491.
35. Hu, L., Bentler, P. and Kano, Y. (1992) 'Can test statistics in covariance structure analysis be trusted?', Psychological Bulletin, Vol. 112, pp.351-362.
36. Hui, K-L., Teo, H.H. and Lee, S-Y.T. (2007) 'The value of privacy assurance: an exploratory field experiment', MIS Quarterly, Vol. 31, No. 1, pp.19-33. (Pubitemid 46382516)
37. INTECO (2010) Estudio Sobre el Fraude a Través de Internet. Evolución 2007-2009, Instituto Nacional de Tecnologías de la Comunicación, available at http://www.inteco.es/file/Jw5n8NwKV9dG7- 0ggHlozQ.
38. Jarvenpaa, S., Tractinsky, N. and Vitale, M. (2000) 'Consumer trust in an internet store', Information Technology and Management, Vol. 1, Nos. 1-2, pp.45-70.
39. Karson, E. and Fischer, R. (2005) 'Reexamining and extending the dual mediation hypothesis in an online advertising context', Psychology & Marketing, Vol. 22, No. 4, pp.333-351.
40. Keller, K. and Staelin, R. (1987) 'Effects of quality and quantity of information on decision effectiveness', Journal of Consumer Research, Vol. 14, pp.200-213.
41. Kelly, E.P. and Erickson, G.S. (2004) 'Legal and privacy issues surrounding customer databases and e-merchant bankruptcies: reflections on Toysmart.com', Industrial Management & Data Systems, Vol. 1004, No. 3, pp.209-217.
42. Kim, D., Steinfiled, C. and Lai, Y. (2008) 'Revisiting the role of web assurance seals in business-to-consumer electronic commerce', Decision Support Systems, Vol. 44, No. 4, pp.1000-1015.
43. Kim, H. and Niehm, L.S. (2009) 'The impact of website quality on information quality, value, and loyalty intentions in apparel retailing', Journal of Interactive Marketing, Vol. 23, No. 3, pp.221-233.
44. Kim, H., Kim, T. and Shim, S.W. (2009a) 'Modelling roles of subjective norms and eTrust in customers' acceptance of airline B2C e-commerce websites', Tourism Management, Vol. 30, No. 2, pp.266-277.
45. Kim, T., Kim, W.G. and Kim, H.B. (2009b) 'The effects of perceived justice on recovery satisfaction, trust word-of-mouth, and revisit intention in upscale hotels', Tourism Management, Vol. 30, No. 1, pp.51-52.
46. Kim, J., Jin, B. and Swinney, J.L. (2009c) 'The role of retail quality, e-satisfaction and e-trust in online loyalty development process', Journal of Retailing and Consumer Services, Vol. 16, No. 4, pp.239-247.
47. Landrum, H., Prybutok, V.R. and Zhang, X. (2010) 'The moderating effect of occupation on the perception of information services quality and success', Computers & Industrial Engineering, Vol. 58, No. 1, pp.133-142.
48. LaRose, R. and Rifon, N.J. (2007) 'Promoting i-Saftey: effects of privacy warnings and privacy seals on risk assessment and online privacy behavior', Journal of Consumer Affairs, Vol. 41, pp.127-149.
49. Lee, B. and Lee, W. (2004) 'The effect of information overload on consumer choice quality in an online environment', Psychology & Marketing, Vol. 21, No. 3, pp.159-183. (Pubitemid 38651625)
50. Lee, S.M., Katerattanakul, P. and Hong, S. (2005a) 'Framework for user perception of effective e-tail websites', Journal of Electronic Commerce in Organizations, Vol. 3, No. 1, pp.13-34. (Pubitemid 40699673)
51. Lee, B-C., Ang, L. and Dubelaaar, C. (2005b) 'Lemons on the web: a signalling approach to the problem of trust in internet commerce', Journal of Economic Psychology, March, Vol. 26, pp.607-623. (Pubitemid 41235739)
52. Lee, E-J. and Park, J.K. (2009) 'Online service personalization for apparel shopping', Journal of Retailing and Consumer Services, Vol. 16, No. 2, pp.83-91.
53. Lee, G. and Lin, H. (2005) 'Customer perceptions of e-service quality in online shopping', International Journal of Retail & Distribution Management, Vol. 33, Nos. 2/3, pp.161-176. (Pubitemid 40687524)
54. Lee, M-C. (2009) 'Factors influencing the adoption of internet banking: an integration of TAM and TPB with perceived risk and perceived benefit', Electronic Commerce Research and Applications, Vol. 8, No 3, pp.130-141.
55. Lee, S. and Koubek, R.J. (2010) 'The effects of usability and web design attributes on user preference for e-commerce websites', Computers in Industry, Vol. 61, No. 4, pp.329-341.
56. Li, H., Daugherty, T. and Biocca F. (2002) 'Impact of 3-D advertising on product knowledge, brand attitude, and purchase intention: the moderating role of presence', Journal of Advertising, Vol. 31, No. 3, pp.43-57.
57. Lian, J-W. and Lin, T-M. (2008) 'Effects of consumer characteristics on their acceptance of online shopping: comparisons among different product types', Computers in Human Behavior, Vol. 24, No. 1, pp.48-65. (Pubitemid 47371067)
58. Liu, C. and Arnett, K. (2000) 'Exploring the factors associated with website success in the context of electronic commerce', Information & Management, Vol. 38, No. 1, pp.23-33.
59. Liu, C., Arnett, K., Capella, L. and Taylor, R. (2001) 'Key dimensions of web design quality as related to consumer response', Journal of Computer Information Systems, Vol. 42, No. 1, pp.70-78.
60. Lopez-Nicolas, C. and Molina-Castillo, F.J. (2008) 'Customer knowledge management and e-commerce: the role of customer perceived risk', International Journal of Information Management, Vol. 28, No. 2, pp.102-113.
61. Lynch, J., Marmorstein, H. and Weigold, M. (1988) 'Choices from sets including remembered brands: use of recalled attributes and prior overall evaluations', Journal of Consumer Research, Vol. 15, pp.169-184.
62. Madu, C. and Madu, A. (2002) 'Dimensions of e-quality', International Journal of Quality and Reliability Management, Vol. 19, No. 3, pp.246-258.
63. Milne, G.R. (2003) 'How well do consumers protect themselves from identity theft?', Journal of Consumer Affairs, Vol. 37, No. 2, pp.388-402. (Pubitemid 38041995)
64. Milne, G.R. and Boza, M.E. (1999) 'Trust and concern in consumers' perceptions of information management practices', Journal of Interactive Marketing, Vol. 11, No. 1, pp.5-24.
65. Milne, G.R. and Rohm, A.J. (2003) 'The 411 on mobile privacy', Marketing Management, July/August, pp.41-45.
66. Milne, G.R., Rohm, A.J. and Bahl, S. (2004) 'Consumers' protection of online privacy and identity', Journal of Consumer Affairs, Vol. 38, No. 2, pp.217-232. (Pubitemid 39666076)
67. Mitchell, V.W. (1999) 'Consumer perceived risk: conceptualisations and models', European Journal of Marketing, Vol. 33, Nos. 1/2, pp.163-195.
68. Nielsen (2008) Nielsen Global Online Survey 2008, avalaible at http://www.nielsenmedia.com (accessed 14 May 2008).
69. Noort, G.V., Kerkhof, P. and Fennis, B.M. (2008) 'The persuasiveness of online safety cues: The impact of prevention focus compatibility of web content on consumers' risk perceptions, attitudes, and intentions', Journal of Interactive Marketing, Vol. 22, No. 4, pp.58-72.
70. Norberg, P.A., Horne, D.R. and Horne, D.A. (2007) 'The privacy paradox: personal disclosure intentions versus behaviours', Journal of Consumers Affairs, Vol. 41, No. 1, pp.100-126.
71. Nunnally, J. and Bernstein, I. (1994) Psychometric Theory, McGraw-Hill, New York, NY.
72. Oh, J., Fiorito, S.S., Cho, H. and Hofackerd, C.F. (2008) 'Effects of design factors on store image and expectation of merchandise quality in web-based stores', Journal of Retailing and Consumer Services, Vol. 15, No. 4, pp.237-249.
73. Park, C. and Kim, Y. (2006) 'The effect of information satisfaction and relational benefit on consumers' online shopping site commitments', Journal of Electronic Commerce in Organizations, Vol. 4, No. 1, pp.70-90.
74. Park, J.H. and Stoel, L. (2005) 'Effect of brand familiarity, experience and information on online apparel purchase', International Journal of Retailing and Distribution Management, Vol. 33, No. 2, pp.148-160. (Pubitemid 40687523)
75. Park, J.H., Lennon, S. and Stoel, L. (2005) 'Online product presentation; effects on mood, perceived risk, and purchase intention', Psychology & Marketing, Vol. 22, No. 9, pp.695-719. (Pubitemid 41304863)
76. Peltier, J.W., Milne, G.R. and Phelps J.E. (2009) 'Information privacy research: framework for integrating multiple publics, information channels, and responses', Journal of Interactive Marketing, Vol. 23, No. 2, pp.191-205.
77. Petty, R., Cacioppo, J. and Schumann, D. (1983) 'Central and peripheral routes to advertising effectiveness: the moderating role of involvement', Journal of Consumer Research, Vol. 10, No. 2, pp.135-145.
78. Poddar, A., Donthu, N. and Wei, N. (2009) 'Website customer orientations, website quality, and purchase intentions: the role of website personality', Journal of Business Research, Vol. 62, No. 4, pp.441-450.
79. Rajamma, R.K., Paswan, A.K. and Ganesh, G. (2007) 'Services purchased at brick and mortar versus online stores, shopping motivation', Journal of Services Marketing, Vol. 21, No. 3, pp.200-212.
80. Reay, I., Dick, S. and Miller, J. (2009) 'An analysis of privacy signals on the World Wide Web: Past, present and future', Information Sciences, Vol. 179, pp.1102-1115.
81. Red.es (2009) Estudio sobre Comercio Electrónico B2C 2009, available at http://observatorio.red.es/estudios/documentos/b2c.pdf (accessed on 15 April 2010).
82. Rodgers, W., Negash, S. and Suk, K. (2005) 'The moderating effect of online experience on the antecedents and consequences of online satisfaction', Psychology & Marketing, Vol. 22, No. 4, pp.313-331.
83. Ruiz-Mafe, C., Sanz-Blas, S. and Aldas-Manzano, J. (2009) 'Drivers and barriers to online airline ticket purchasing', Journal of Air Transport Management, Vol. 15, No. 6, pp.294-298.
84. Rust, R., Kannan, P. and Peng, N. (2002) 'The customer economics of internet privacy', Journal of the Academy of Marketing Science, Vol. 30, No. 4, pp.455-464. (Pubitemid 40815805)
85. Sanchez-Franco, M.J., Villarejo, A.F. and Martin, F.A. (2009) 'The moderating effect of gender on relationship quality and loyalty toward internet service providers', Information and Management, Vol. 46, No. 3, pp.196-202.
86. Satorra, A. and Bentler, P. (1994) 'Corrections to test statistics and standard errors in covariance structure analysis', in Von Eye, A. and Clogg, C. (Eds.): Latent Variable Analysis: Applications for Developmental Research, pp.399-419, Sage Publications, Thousand Oaks.
87. Sheehan, K.B. and Hoy, M.G. (1999) 'Flaming, complaining, abstaining: how online users respond to privacy concerns', Journal of Advertising, Vol. 28, No. 3, pp.37-52.
88. Shin, D-H. (2010) 'The effects of trust, security and privacy in social networking: a security-based approach to understand the pattern of adoption', Interacting with Computers, doi:10.1016/j.intcom.2010.05.001.
89. Sicilia, M. and Ruiz, S. (2010) 'The effects of the amount of information on cognitive responses in online purchasing tasks', Electronic Commerce Research and Applications, Vol. 9, No. 2, pp.183-191.
90. Siegel, A. (2007) 'Content, navigation tools vital to successful websites', Investment News, 8 January, available at http://www.allbusiness.com/ banking-finance/financial-marketsinvestingfunds/7566558-1.html.
91. Swinyard, W.R. and Smith, S. M. (2003) 'Why people (don't) shop online: a lifestyle study of the internet consumer', Psychology and Marketing, Vol. 20, No. 7, pp.567-597. (Pubitemid 38613733)
92. Trocchia, P. and Janda, S. (2003) 'How do consumers evaluate internet retail service quality?', Journal of Services Marketing, Vol. 17, No. 3, pp.243-253.
93. Tsai, J., Egelman, S., Cranor, L. and Acquisti, A. (2007) The Effect of Online Privacy Information on Purchasing Behavior: An Experimental Study, Working Paper, Carnegie-Mellon University.
94. Udo, G.J., Bagchi, K.K., Peeter J. and Kirs, P.J. (2010) 'An assessment of customers' e-service quality perception, satisfaction and intention', International Journal of Information Management, doi:10.1016/j.ijinfomgt.2010. 03.005.
95. Värlander, S. (2007) 'Online information quality in experiential consumption: an exploratory study', Journal of Retailing and Consumer Services, Vol. 14, No. 5, pp.328-338. (Pubitemid 47065429)
96. Vesanen, J. and Raulas, M. (2006) 'Building bridges for personalization-a process model for marketing', Journal of Interactive Marketing, Vol. 20, No. 1, pp.1-16.
97. Watkins, P. and Smith, M. (2008) 'Website quality and corporate financial performance', Journal of Accounting, Vol. 15, pp.71-89.
98. Yen, B., Hu, P.J-H. and Wang, M. (2007) 'Toward an analytical approach for effective website design: a framework for modelling, evaluation and enhancement', Electronic Commerce Research and Applications, Vol. 6, No. 2, pp.159-170. (Pubitemid 46810384)