Consumer's Trust and Service Quality in Internet Commerce

摘要

Customer trust and service quality traditionally have been studied in relation to satisfaction and loyalty. Nevertheless, not much is known about the relationships between trust and the service quality dimensions. This situation is more complicated when considering Internet commerce. In this frame, the present study has two main objectives: the first one is to propose and to evaluate psychometric properties of reduced and adapted Spanish version from ES-QUAL scale so as to evaluate Internet commerce service. The second objective is to explore the relationships between trust and service quality in Internet commerce. For this purpose, we have used a sample comprising 365 Internet buyers. Our results show adequate psychometric properties according to evaluation scale of service quality reduced to the items number contained, and adapted into Spanish. These results also show the important role played by the different dimensions of service quality offered during the purchasing with respect to trust from Internet buyers.