Skip to main content
SpringerLink
Log in

The Influence of Security Statement, Technical Protection, and Privacy on Satisfaction and Loyalty; A Structural Equation Modeling

  • Conference paper
Global Security, Safety, and Sustainability (ICGS3 2010)

Part of the book series: Communications in Computer and Information Science ((CCIS,volume 92))

Abstract

Customer satisfaction and loyalty have been cited as the e-commerce critical success factors and various studies have been conducted to find the antecedent determinants of these concepts in the online transactions. One of the variables suggested by some studies is perceived security. However, these studies have referred to security from a broad general perspective and no attempts have been made to study the specific security related variables. This paper intends to study the influence on security statement and technical protection on satisfaction, loyalty and privacy. The data was collected from 337 respondents and after the reliability and validity tests, path analysis was applied to examine the hypotheses. The results suggest that loyalty is influenced by satisfaction and security statement and no empirical support was found for the influence on technical protection and privacy on loyalty. Moreover, it was found that security statement and technical protection have a positive significant influence on satisfaction while no significant effect was found for privacy. Furthermore, the analysis indicated that security statement have a positive significant influence on technical protection while technical protection was found to have a significant negative impact on perceived privacy.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Log in via an institution
Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 39.99
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 54.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Preview

Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.

References

  1. Belanger, F., Hiller, J.S., Smith, W.J.: Trustworthiness in electronic commerce: the role of privacy, security, and site attributes. Journal of Strategic Information Systems 11, 245–270 (2002)

    Article  Google Scholar 

  2. Caceres, R.C., Paparoidamis, N.G.: Service Quality, Relationship Satisfaction, Trust, Commitment and Business-to-Business Loyalty. European Journal of Marketing 41(7/8), 836–867 (2007)

    Article  Google Scholar 

  3. Casaló, L., Flaviań, C., Guinalíu, M.: The Role of Perceived Usability, Reputation, Satisfaction and Consumer Familiarity on the Website Loyalty Formation Process. Computers in Human Behavior 24, 325–345 (2008)

    Article  Google Scholar 

  4. Chang, H.H., Chen, S.W.: Consumer Perception of Interface Quality, Security, and Loyalty in Electronic Commerce. Information & Management 46, 411–417 (2009)

    Article  Google Scholar 

  5. Chang, H.H., Chen, S.W.: The Impact of Online Store Environment Cues on Purchase Intention Trust and Perceived Risk as a Mediator. Online Information Review 32(6), 818–841 (2008)

    Article  MathSciNet  Google Scholar 

  6. Chellappa, R.K., Pavlou, P.: Perceived Information Security, Financial Liability and Consumer Trust in Electronic Commerce Transactions. Logistics Information Management 15(5), 358–368

    Google Scholar 

  7. Chen, Y.-H., Barnes, S.: Initial Trust and Online Buyer Behaviour. Industrial Management & Data Systems 107(1), 21–36 (2007)

    Article  Google Scholar 

  8. Chiou, J., Wu, L., Sung, Y.: Buyer Satisfaction and Loyalty Intention in Online Auctions Online Auction Web Site versus Online Auction Seller. Journal of Service Management 20(5), 521–543 (2009)

    Article  Google Scholar 

  9. Chiu, C., Chang, C., Cheng, H., Fang, Y.: Determinants of Customer Repurchase Intention in Online Shopping. Online Information Review 33(4), 761–784 (2009)

    Article  Google Scholar 

  10. Cristobal, E., Flavian, C., Guinaliu, M.: Perceived E-service Quality (PeSQ) Measurement Validation and Effects on Consumer Satisfaction and Web Site Loyalty. Managing Service Quality 17(3), 317–340 (2007)

    Article  Google Scholar 

  11. Dimitriades, Z.S.: Customer Satisfaction, Loyalty and Commitment in Service Organizations; some Evidence from Greece. Management Research News 29(12), 782–800 (2006)

    Article  Google Scholar 

  12. Eastlick, M.A., Lotz, S.L., Warrington, P.: Understanding Online B-to-C Relationships: An Integrated Model of Privacy Concerns, Trust, and Commitment. Journal of Business Research 59, 877–886 (2006)

    Article  Google Scholar 

  13. Flavian, C., Guinaliu, M.: Consumer Trust, Perceived Security and Privacy Policy Three Basic Elements of Loyalty to a Web Site. Industrial Management & Data Systems 106(5), 601–620 (2006)

    Article  Google Scholar 

  14. Flavian, C., Guinaliu, M., Gurrea, R.: The Role Played by Perceived Usability, Satisfaction and Consumer Trust on Website Loyalty. Information & Management 43, 1–14 (2006)

    Article  Google Scholar 

  15. Gummerus, J., Liljander, V., Pura, M., Riel, A.V.: Customer Loyalty to Content-basedWeb sites: the Case of an Online Health-care Service. Journal of Services Marketing 18(3), 175–186 (2004)

    Article  Google Scholar 

  16. Harris, L.C., Goode, M.M.H.: The Four Levels of Loyalty and the Pivotal Role of Trust: a Study of Online Service Dynamics. Journal of Retailing 80, 139–158 (2004)

    Article  Google Scholar 

  17. Hu, X., Wu, G., Wu, Y., Zhang, H.: The Effects of Web Assurance Seals on Consumers’ Initial Trust in an Online Vendor: A Functional Perspective. Decision Support Systems 48, 407–418 (2010)

    Article  Google Scholar 

  18. Kim, C., Tao, W., Shin, N., Kim, K.: An Empirical Study of Customers’ Perceptions of Security and Trust in E-payment Systems. Electronic Commerce Research and Applications 9, 84–95 (2010)

    Article  Google Scholar 

  19. Kim, D.J., Ferrin, D.L., Rao, H.R.: A Trust-based Consumer Decision-making Model in Electronic Commerce: The Role of Trust, Perceived Risk, and their Antecedents. Decision Support Systems 44, 544–564 (2008)

    Article  Google Scholar 

  20. Kim, J., Jin, B., Swinney, J.L.: The Role of Etail Quality, E-satisfaction and E-trust in Online Loyalty Development Process. Journal of Retailing and Consumer Services 16, 239–247 (2009)

    Article  Google Scholar 

  21. Lee, T.M., Jun, J.: Contextual Perceived Value? Investigating the Role of Contextual Marketing for Customer Relationship Management in a Mobile Commerce Context. Business Process Management Journal 13(6), 798–814 (2007)

    Article  Google Scholar 

  22. Miyazaki, J., Fernandez, K.: The Antecedents and Consequences of Trust in Onlinepurchase Decisions. Journal of Interactive Marketing 16(2), 47–63 (2000)

    Google Scholar 

  23. Peterson, D., Meinert, D., Criswell II, J., Crossland, M.: Consumer Trust: Privacy Policies and Third-party Seals. Journal of Small Business and Enterprise Development 14(4), 654–669 (2007)

    Article  Google Scholar 

  24. Ribbink, D., van Riel, A.C.R., Liljander, V., Streukens, S.: Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet. Managing Service Quality 14, 446–456 (2004)

    Article  Google Scholar 

  25. Roca, J.C., Garcia, J.J., Vega, J.J.: The Importance of Perceived Trust, Security and Privacy in Online Trading Systems. Information Management & Computer Security 17(2), 96–113 (2009)

    Article  Google Scholar 

  26. Shankar, V., Smith, A.K., Rangaswamy, A.: Customer Satisfaction and Loyalty in Online and Offline Environments. International Journal of Research in Marketing 20, 153–175 (2003)

    Google Scholar 

  27. Yousafzai, S.Y., Pallister, G.H., Foxall, G.R.: A Proposed Model of E-trust for Electronic Banking. Technovation 23, 847–860 (2003)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Graduate School of Business, University Kabangsaan Malaysia (National University of Malaysia), Bangi, Malaysia, 43600

    Hamid Reza Peikari

Authors
  1. Hamid Reza Peikari
    View author publications

    You can also search for this author in PubMed Google Scholar

Editor information

Editors and Affiliations

  1. Universidade Católica Portuguesa, R. de Camões, Braga, Portugal

    Sérgio Tenreiro de Magalhães

  2. School of Computing and Information Technology and Engineering, University of East London, London,, UK

    Hamid Jahankhani

  3. Systems Assurance, City University, London, UK

    Ali G. Hessami

Rights and permissions

Reprints and permissions

Copyright information

© 2010 Springer-Verlag Berlin Heidelberg

About this paper

Cite this paper

Peikari, H.R. (2010). The Influence of Security Statement, Technical Protection, and Privacy on Satisfaction and Loyalty; A Structural Equation Modeling. In: Tenreiro de Magalhães, S., Jahankhani, H., Hessami, A.G. (eds) Global Security, Safety, and Sustainability. ICGS3 2010. Communications in Computer and Information Science, vol 92. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-15717-2_24

Download citation

  • DOI: https://doi.org/10.1007/978-3-642-15717-2_24

  • Publisher Name: Springer, Berlin, Heidelberg

  • Print ISBN: 978-3-642-15716-5

  • Online ISBN: 978-3-642-15717-2

  • eBook Packages: Computer ScienceComputer Science (R0)

Publish with us

Policies and ethics

Search

Navigation