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Moderating impact of risk on the relationship between e-service quality and trust


Al-Nasser, Al Mohammad and Yusoff, Rushami Zien and Islam, Rabiul and Zainal Abidin, Irwan Shah and Mohd Khan, Shazida Jan and Othman, Zalila and Bakhtyar, Bardia (2016) Moderating impact of risk on the relationship between e-service quality and trust. Research Journal of Applied Sciences, 11 (2). pp. 44-53. ISSN 1815-932X

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Abstract

This study investigated the moderating impact of risk on the relationship between e-Service quality and trust.Perceived risk is considered as the customer’s subjective belief regarding the probable negative consequence of their purchase decisions.The risk perceptions of consumers vary from one consumer to another according to factors such as the product category, person and the shopping situation.The aim of the study is to determine the moderating impact of risk on the relationship between e-Service quality and trust toward online shopping. A quantitative research design was adopted to collect data.Multiple regression analysis method was used to conduct this study. The findings of the study will contribute to both theory and practice.The results of this study have important contributions and implications for practitioners and policy-makers. This study contributed to the field of e-Service quality on consumers’ trust and attitude relationship with online shopping in the context of developing countries. It is contended that the examination of the moderating effects is more significant than the examination of a direct relationship which is quite obvious.

Item Type: Article
Uncontrolled Keywords: Risk, e-service, quality, attitude, trust, online shopping.
Subjects: T Technology > T Technology (General)
Divisions: School of Economics, Finance & Banking
Depositing User: Prof. Dr. Rushami Zien Yusoff
Date Deposited: 27 Jun 2016 03:57
Last Modified: 04 May 2017 06:32
URI: http://repo.uum.edu.my/id/eprint/18247

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