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dc.contributor.authorRamanathan, U
dc.contributor.authorWilliams, N.L.
dc.contributor.authorZhang, M
dc.contributor.authorSa-nguanjin, P
dc.contributor.authorGarza-Reyes, J.A.
dc.contributor.authorBorges, L.A.
dc.date.accessioned2020-05-22T15:41:54Z
dc.date.available2020-05-22T15:41:54Z
dc.date.issued2020-05-20
dc.identifier.citationRamanathan, U., Williams, N.L., Zhang, M., Sa-nguanjin, P., Garza-Reyes, J.A., Borges, L.A. (2020). 'A new perspective of e-trust in the era of social media: Insights from customer satisfac-tion data'. IEEE Transactions on Engineering Management, pp. 1-25.en_US
dc.identifier.issn0018-9391
dc.identifier.doi10.1109/TEM.2020.2985379
dc.identifier.urihttp://hdl.handle.net/10545/624809
dc.description.abstractIn 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.en_US
dc.description.sponsorshipN/Aen_US
dc.language.isoenen_US
dc.publisherIEEEen_US
dc.relation.urlhttps://ieeexplore.ieee.org/xpl/RecentIssue.jsp?punumber=17en_US
dc.relation.urlhttps://ieeexplore.ieee.org/document/9097300en_US
dc.rightsCC0 1.0 Universal*
dc.rights.urihttp://creativecommons.org/publicdomain/zero/1.0/*
dc.subjectsocial media; e-safety; customer satisfaction; online trust, SEMen_US
dc.titleA new perspective of e-trust in the era of social media: Insights from customer satisfaction dataen_US
dc.typeArticleen_US
dc.contributor.departmentNottingham Trent Universityen_US
dc.contributor.departmentUniversity of Portsmouthen_US
dc.contributor.departmentGlobal University Systems, 30 Holborn, Londonen_US
dc.contributor.departmentUniversity of Derbyen_US
dc.contributor.departmentUnidavi, Rio do Sul 89160-932 Brazilen_US
dc.identifier.journalIEEE Transactions on Engineering Managementen_US
dcterms.dateAccepted2020-03
refterms.dateFOA2020-05-22T15:41:54Z
dc.author.detail780891en_US


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