Drivers of brand trust in internet retailing

Nimisha Ruparelia, Lesley White, Kate Hughes

Research output: Contribution to journalArticle

24 Citations (Scopus)

Abstract

Purpose ' This study aims to investigate the attributes that create brand trust in internet retailing extending the work by Ha, and expanding thepurchase categories.Design/methodology/approach ' Using a two-phase qualitative and quantitative methodology, 15 in-depth interviews were conducted followed bywritten surveys from 199 respondents. Linear regressions were undertaken to test the hypotheses. Further to the empirical research, a new model isproposed.Findings ' Regression analysis using Ha's six scales of security, privacy, brand name, word of mouth, information, and (past) experience yielded an R2of only 0.105 for the dependent variable of web brand trust. Similar results were obtained when adding in extra scales (i.e. website design andnavigation, returns policy and country of origin), and when completing regression analysis using only the attributes that had a statistically significantcorrelation with brand trust. The results for all three types of regressions increased to R2 # 0:165 when the attributes length of time using the internet,length of time purchasing from the internet and frequency of internet purchase on the internet were included.Research limitations/implications ' A limitation of the study was that the sample included only part-time graduate students from one Australianuniversity. Therefore future research should include respondents from a wider range of ages, income and educational levels.Originality/value ' The study extends the work of Ha to additional cultural and internet retailing contexts. It also introduces a wider range of factorsaffecting brand trust.
Original languageEnglish
Pages (from-to)250-260
Number of pages11
JournalJournal of Product and Brand Management
Volume19
Issue number4
DOIs
Publication statusPublished - 2010

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