The issues of risk, trust, and customer intention: a search for the relationship

Adiwijaya, Michael and Kaihatu, Thomas Stefanus and Nugroho, Agustinus and Kartika, Endo Wijaya (2017) The issues of risk, trust, and customer intention: a search for the relationship. Risk Governance & Control: Financial Market & Institutions, 7 (1). pp. 82-90. ISSN 2077-4303

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Abstract

The main purpose of this study is explaining the relationship between customers trust, perceived risk and online purchase intention. However, we added e-servicescape as the antecedent of customers trust, perceived risk, and purchase intention. The respondents were 120 online shop customers. The data was processed using SmartPLS 2.0. We found e- Servicescape to be an antecedent of both customer trust and perceived risk, and customer trust to be the antecedent of purchase intention. However, we found that the relationship between customer trust and perceived risk, as well as perceived risk and purchase intention to be insignificant. Our findings and managerial implications are discussed.

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