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A new perspective of e-trust in the era of social media: Insights from customer satisfaction data

Research output: Contribution to journalArticlepeer-review

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A new perspective of e-trust in the era of social media: Insights from customer satisfaction data. / Ramanathan, Usha; Williams, Nigel Leroy; Borges, Lilian; Zhang, Michael ; Garza-Reyes, Jose Arturo.

In: IEEE Transactions on Engineering Management, 20.05.2020.

Research output: Contribution to journalArticlepeer-review

Harvard

Ramanathan, U, Williams, NL, Borges, L, Zhang, M & Garza-Reyes, JA 2020, 'A new perspective of e-trust in the era of social media: Insights from customer satisfaction data', IEEE Transactions on Engineering Management. https://doi.org/10.1109/TEM.2020.2985379

APA

Ramanathan, U., Williams, N. L., Borges, L., Zhang, M., & Garza-Reyes, J. A. (2020). A new perspective of e-trust in the era of social media: Insights from customer satisfaction data. IEEE Transactions on Engineering Management. https://doi.org/10.1109/TEM.2020.2985379

Vancouver

Ramanathan U, Williams NL, Borges L, Zhang M, Garza-Reyes JA. A new perspective of e-trust in the era of social media: Insights from customer satisfaction data. IEEE Transactions on Engineering Management. 2020 May 20. https://doi.org/10.1109/TEM.2020.2985379

Author

Ramanathan, Usha ; Williams, Nigel Leroy ; Borges, Lilian ; Zhang, Michael ; Garza-Reyes, Jose Arturo. / A new perspective of e-trust in the era of social media: Insights from customer satisfaction data. In: IEEE Transactions on Engineering Management. 2020.

Bibtex

@article{6178aa72954b4e8da3c53dcd7e8f6397,
title = "A new perspective of e-trust in the era of social media: Insights from customer satisfaction data",
abstract = "In this era of social media, products and services are sold globally using a few simple clicks online. In such online purchases, trust and familiarity are considered two important driving forces of consumer decision making. While online sales advocate high levels of flexibility and choices for consumers, they also hold the online service provider responsible for ensuring the security of the online user{\textquoteright}s data. Using a Structural Equation Model (SEM) with data collected from the online service industry, we test the direct effects of {\textquoteleft}social media-induced purchase intention{\textquoteright} on customer satisfaction. We also test the mediating role of e-commerce/online sales (e-advertisement, e-safety and e-information) on customer satisfaction. In addition to social media advertising and information sharing, we find that a new factor – {\textquoteleft}e-safety{\textquoteright} – mediates the relationship between customer purchase intention and customer satisfaction. Our analysis indicates that online e-trust can be established between the customer and the service company when online purchases are made. At the same time, the quality of online information and e-safety of online payments make the service company trustworthy for future purchases. We relate data analysis directly to managerial decision making to avoid any delay in online customer services in the era of social media.",
keywords = "social media, e-safety, customer satisfaction, online trust, SEM",
author = "Usha Ramanathan and Williams, {Nigel Leroy} and Lilian Borges and Michael Zhang and Garza-Reyes, {Jose Arturo}",
year = "2020",
month = may,
day = "20",
doi = "10.1109/TEM.2020.2985379",
language = "English",
journal = "IEEE Transactions on Engineering Management",
issn = "0018-9391",
publisher = "IEEE/ IAPR",

}

RIS

TY - JOUR

T1 - A new perspective of e-trust in the era of social media: Insights from customer satisfaction data

AU - Ramanathan, Usha

AU - Williams, Nigel Leroy

AU - Borges, Lilian

AU - Zhang, Michael

AU - Garza-Reyes, Jose Arturo

PY - 2020/5/20

Y1 - 2020/5/20

N2 - In this era of social media, products and services are sold globally using a few simple clicks online. In such online purchases, trust and familiarity are considered two important driving forces of consumer decision making. While online sales advocate high levels of flexibility and choices for consumers, they also hold the online service provider responsible for ensuring the security of the online user’s data. Using a Structural Equation Model (SEM) with data collected from the online service industry, we test the direct effects of ‘social media-induced purchase intention’ on customer satisfaction. We also test the mediating role of e-commerce/online sales (e-advertisement, e-safety and e-information) on customer satisfaction. In addition to social media advertising and information sharing, we find that a new factor – ‘e-safety’ – mediates the relationship between customer purchase intention and customer satisfaction. Our analysis indicates that online e-trust can be established between the customer and the service company when online purchases are made. At the same time, the quality of online information and e-safety of online payments make the service company trustworthy for future purchases. We relate data analysis directly to managerial decision making to avoid any delay in online customer services in the era of social media.

AB - In this era of social media, products and services are sold globally using a few simple clicks online. In such online purchases, trust and familiarity are considered two important driving forces of consumer decision making. While online sales advocate high levels of flexibility and choices for consumers, they also hold the online service provider responsible for ensuring the security of the online user’s data. Using a Structural Equation Model (SEM) with data collected from the online service industry, we test the direct effects of ‘social media-induced purchase intention’ on customer satisfaction. We also test the mediating role of e-commerce/online sales (e-advertisement, e-safety and e-information) on customer satisfaction. In addition to social media advertising and information sharing, we find that a new factor – ‘e-safety’ – mediates the relationship between customer purchase intention and customer satisfaction. Our analysis indicates that online e-trust can be established between the customer and the service company when online purchases are made. At the same time, the quality of online information and e-safety of online payments make the service company trustworthy for future purchases. We relate data analysis directly to managerial decision making to avoid any delay in online customer services in the era of social media.

KW - social media

KW - e-safety

KW - customer satisfaction

KW - online trust

KW - SEM

U2 - 10.1109/TEM.2020.2985379

DO - 10.1109/TEM.2020.2985379

M3 - Article

JO - IEEE Transactions on Engineering Management

JF - IEEE Transactions on Engineering Management

SN - 0018-9391

ER -

ID: 20360286