Trust in online shopping: a comparative study between Brazil and Portugal

Objective: This paper aims to analyze and compare the relationships between the dimensions of trust (internet, provider and third parties), their antecedents (quality of the website and satisfaction) and consequences (loyalty and word of mouth) in Brazil and Portugal in the online environment.Method...

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Autores: Curth, Marcelo, Picoto, Winnie Ng, Garcia, Alexandre dos Santos, Neto, Ana Filipa Gualberto
Tipo de recurso: artículo
Estado:Versión publicada
Fecha de publicación:2020
País:Brasil
Institución:Universidade Nove de Julho (UNINOVE)
Repositorio:REMark - Revista Brasileira de Marketing
Idioma:inglés
OAI Identifier:oai:ojs.periodicos.uninove.br:article/15566
Acceso en línea:https://periodicos.uninove.br/remark/article/view/15566
Access Level:acceso abierto
Palabra clave:Trust
Loyalty
Word of mouth
Online shopping
Confiança
Lealdade
Boca a boca
id BR_d6cc9d466e6b4a23f103ececa017ee3f
oai_identifier_str oai:ojs.periodicos.uninove.br:article/15566
network_acronym_str BR
network_name_str Brasil
repository_id_str
dc.title.none.fl_str_mv Trust in online shopping: a comparative study between Brazil and Portugal
Confiança em compras on-line: um estudo comparativo entre Brasil e Portugal
title Trust in online shopping: a comparative study between Brazil and Portugal
spellingShingle Trust in online shopping: a comparative study between Brazil and Portugal
Curth, Marcelo
Trust
Loyalty
Word of mouth
Online shopping
Confiança
Lealdade
Boca a boca
title_short Trust in online shopping: a comparative study between Brazil and Portugal
title_full Trust in online shopping: a comparative study between Brazil and Portugal
title_fullStr Trust in online shopping: a comparative study between Brazil and Portugal
title_full_unstemmed Trust in online shopping: a comparative study between Brazil and Portugal
title_sort Trust in online shopping: a comparative study between Brazil and Portugal
dc.creator.none.fl_str_mv Curth, Marcelo
Picoto, Winnie Ng
Garcia, Alexandre dos Santos
Neto, Ana Filipa Gualberto
author Curth, Marcelo
author_facet Curth, Marcelo
Picoto, Winnie Ng
Garcia, Alexandre dos Santos
Neto, Ana Filipa Gualberto
author_role author
author2 Picoto, Winnie Ng
Garcia, Alexandre dos Santos
Neto, Ana Filipa Gualberto
author2_role author
author
author
dc.subject.por.fl_str_mv Trust
Loyalty
Word of mouth
Online shopping
Confiança
Lealdade
Boca a boca
topic Trust
Loyalty
Word of mouth
Online shopping
Confiança
Lealdade
Boca a boca
description Objective: This paper aims to analyze and compare the relationships between the dimensions of trust (internet, provider and third parties), their antecedents (quality of the website and satisfaction) and consequences (loyalty and word of mouth) in Brazil and Portugal in the online environment.Methodology: A survey was conducted with users who bought electronic products over the internet in both countries, totaling 486 respondents. The statistical technique used was Structural Equation Modeling (SEM) through which the conceptual model was tested.Originality/Relevance: The increase in sales on a global scale suggests that it must be understood how trust can be an influence in different moments during the purchasing process, as it is a gap both in academic and managerial terms.Results: The quality of the website influences the different dimensions of trust while satisfaction most influences trust in the supplier and third parties and it is the one that most influences loyalty. In addition, trust in the supplier’s website was found to influence loyalty in both countries and word of mouth in Brazil. It was also observed that trust in third parties and loyalty has a more significant impact on word of mouth in Brazil than in Portugal.Theoretical/methodological contributions: The theoretical contributions associate the use of antecedents and the consequences of trust in online shopping.
publishDate 2020
dc.date.none.fl_str_mv 2020-07-29
dc.type.driver.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Avaliado por Pares
format article
status_str publishedVersion
dc.identifier.uri.fl_str_mv https://periodicos.uninove.br/remark/article/view/15566
10.5585/remark.v19i2.15566
url https://periodicos.uninove.br/remark/article/view/15566
identifier_str_mv 10.5585/remark.v19i2.15566
dc.language.iso.fl_str_mv eng
language eng
dc.relation.none.fl_str_mv https://periodicos.uninove.br/remark/article/view/15566/8341
dc.rights.driver.fl_str_mv https://creativecommons.org/licenses/by-nc-sa/4.0
info:eu-repo/semantics/openAccess
rights_invalid_str_mv https://creativecommons.org/licenses/by-nc-sa/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv Universidade Nove de Julho - UNINOVE
publisher.none.fl_str_mv Universidade Nove de Julho - UNINOVE
dc.source.none.fl_str_mv ReMark - Revista Brasileira de Marketing; v. 19 n. 2 (2020): (abr./jun.); 237-260
2177-5184
reponame:REMark - Revista Brasileira de Marketing
instname:Universidade Nove de Julho (UNINOVE)
instacron:RBM
instname_str Universidade Nove de Julho (UNINOVE)
instacron_str RBM
institution RBM
reponame_str REMark - Revista Brasileira de Marketing
collection REMark - Revista Brasileira de Marketing
repository.name.fl_str_mv REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)
repository.mail.fl_str_mv claudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org
_version_ 1853677045865775104
spelling Trust in online shopping: a comparative study between Brazil and PortugalConfiança em compras on-line: um estudo comparativo entre Brasil e PortugalTrustLoyaltyWord of mouthOnline shoppingConfiançaLealdadeBoca a bocaObjective: This paper aims to analyze and compare the relationships between the dimensions of trust (internet, provider and third parties), their antecedents (quality of the website and satisfaction) and consequences (loyalty and word of mouth) in Brazil and Portugal in the online environment.Methodology: A survey was conducted with users who bought electronic products over the internet in both countries, totaling 486 respondents. The statistical technique used was Structural Equation Modeling (SEM) through which the conceptual model was tested.Originality/Relevance: The increase in sales on a global scale suggests that it must be understood how trust can be an influence in different moments during the purchasing process, as it is a gap both in academic and managerial terms.Results: The quality of the website influences the different dimensions of trust while satisfaction most influences trust in the supplier and third parties and it is the one that most influences loyalty. In addition, trust in the supplier’s website was found to influence loyalty in both countries and word of mouth in Brazil. It was also observed that trust in third parties and loyalty has a more significant impact on word of mouth in Brazil than in Portugal.Theoretical/methodological contributions: The theoretical contributions associate the use of antecedents and the consequences of trust in online shopping.Objetivo:  O presente trabalho tem como objetivo verificar e comparar as relações das dimensões da confiança (em relação à internet, fornecedor e terceiros), seus antecedentes (qualidade do site e satisfação) e consequentes (lealdade e boca a boca) no Brasil e Portugal no ambiente on-line.Método: Foi realizada uma survey com usuários que compraram produtos eletroeletrônicos pela internet nos dois países, totalizando 486 respondentes. A técnica estatística utilizada foi Modelagem de Equações Estruturais (MEE) por meio da qual foi testado o modelo conceitual.Originalidade/Relevância: O estudo avaliou os antecedentes e os consequentes da confiança de diferentes partes, ou seja, confiança no fornecedor, confiança na Internet como sistema de mercado e confiança em terceiros.Resultados: Indicam bom ajustamento do modelo de acordo com o que é proposto na literatura. A qualidade do site influencia as diferentes dimensões de confiança, a satisfação influencia mais a confiança no fornecedor e em terceiros e esta é a que mais influencia a lealdade. Além disso, verificou-se que a confiança no site fornecedor influencia a lealdade em ambos os países e o boca a boca no Brasil. Também foi observado que a confiança em terceiros tem impacto mais significativo no boca a boca no Brasil, do que em Portugal, assim como a lealdade também tem maior impacto no boca a boca no Brasil do que em Portugal.Contribuições teóricas/metodológicas: As contibuições sugerem que o fornecedor deve investir na qualidade do site, pois aumentaria a confiança em se tratando de diferentes dimensões envolvidas, possibilitando novas compras no site.Universidade Nove de Julho - UNINOVE2020-07-29info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionPeer-reviewed ArticleAvaliado por Paresapplication/pdfhttps://periodicos.uninove.br/remark/article/view/1556610.5585/remark.v19i2.15566ReMark - Revista Brasileira de Marketing; v. 19 n. 2 (2020): (abr./jun.); 237-2602177-5184reponame:REMark - Revista Brasileira de Marketinginstname:Universidade Nove de Julho (UNINOVE)instacron:RBMenghttps://periodicos.uninove.br/remark/article/view/15566/8341Copyright (c) 2020 Marcelo Curth, Winnie Ng Picoto, Alexandre dos Santos Garcia, Ana Filipa Gualberto Netohttps://creativecommons.org/licenses/by-nc-sa/4.0info:eu-repo/semantics/openAccessCurth, MarceloPicoto, Winnie NgGarcia, Alexandre dos SantosNeto, Ana Filipa Gualberto2025-01-27T19:34:14Zoai:ojs.periodicos.uninove.br:article/15566Revistahttps://periodicos.uninove.br/remarkPRIhttps://periodicos.uninove.br/remark/oaiclaudiaraac@uol.com.br || admin@revistabrasileiramarketing.org || admin@revistabrasileiramarketing.org2177-51842177-5184opendoar:2025-01-27T19:34:14REMark - Revista Brasileira de Marketing - Universidade Nove de Julho (UNINOVE)false
score 15.301603

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