Professional Documents
Culture Documents
Environment
Thesis submitted in the partial fulfilment for the requirement of the degree of Bachelors in
Business Administration
Majors in Marketing and minors in Media Studies
Declaration Statement
All of the work that I have produced is original and properly cited. In case of any plagiarism
(above 20%), my submission will be cancelled.
Acknowledgement
ALLAH Almighty has been truly kind on me without whose will this work might never have
been possible. Remembering the marked nature of man, I trust this work cover all aspects
identified with this study. I owe a million thanks to my parents, teacher Sir Saad Shahid and all
my companions in this field. Every one of whom have guided me on every step. Words may not
be sufficient to thank everybody all around.
Table of Contents
Executive Summary ........................................................................................................................ 6
Abstract ........................................................................................................................................... 7
Chapter 1: Introduction ................................................................................................................... 8
1.1: An Overview of the Topic ................................................................................................... 8
1.2: Managerial Concerns ........................................................................................................... 8
1.3: Study Objectives .................................................................................................................. 8
1.4: Scope of the Study in Pakistan ............................................................................................ 9
1.5: Contribution ......................................................................................................................... 9
1.6: Research in Pakistan ............................................................................................................ 9
1.7: Related Definitions .............................................................................................................. 9
Chapter 2: Literature Review ........................................................................................................ 10
Chapter 3: Methodology ............................................................................................................... 19
3.1: Research Questions ............................................................................................................ 19
3.2: Framework (Adapted from The study of consumer trust in internet shopping and the
moderating effect of risk aversion in mainland china by Ding Mao, 2010) ........................... 20
3.3: Sampling ............................................................................................................................ 21
3.3.1: Participants.................................................................................................................. 21
3.3.2: Collection of Data ....................................................................................................... 21
3.3.3: Techniques .................................................................................................................. 22
Chapter 4: Analysis of Data .......................................................................................................... 23
4.1: Descriptive Statistics.......................................................................................................... 23
4.1.1: Gender ......................................................................................................................... 23
4.1.2Age (in years) ................................................................................................................ 23
4.1.3: Urban .......................................................................................................................... 23
4.1.4: Income Level .............................................................................................................. 23
4.2: Indexed Variables .............................................................................................................. 23
4.3: Regression Analysis ........................................................................................................... 24
4.4: ANOVA Tests.................................................................................................................... 25
4.4.1: Difference in Consumers Trust w.r.t Years of Education ......................................... 25
4.4.2: Difference in Consumers Trust w.r.t Income Level .................................................. 26
4
Executive Summary
Previous researches have studies the antecedents of online shoppers trust and then studied its
effect on the consumers perceived risk and online purchase intention. Majority of studies have
used antecedents of online consumers perceived risk as their independent variable, consumers
trust as mediating variable and purchase intention as dependent variable. Moreover they have
tried to explain the consumers perceived risk using website reputation, service quality and
website friendliness. We will be testing companies websites user friendliness as a possible
antecedent of consumers trust to study its effect on their perceived risk about the company and
on their online purchasing intention.
Abstract
The purpose of this paper is to find the customers perceived risk in customers purchasing
behavior in online shopping. The main question which this paper wants to address is the fear in
customers during online shopping about quality of the product, its price and delivery. In order to
address this question use of SPSS is bring into consideration along with the research
methodologies. After our research it has concluded that there is always perceived risk in
customers mind while doing online shopping which is very difficult to removed. Also this paper
has discussed the existing literature on the said topic and discussed the shortcomings and scope
in Pakistan.
Chapter 1: Introduction
1.1: An Overview of the Topic
With new technology and new methods in marketing it comes new research questions in the
mind of researcher. This is also one of the new areas which need to be researched. In this paper
we have discussed the risk aspect of consumers while doing online shopping. This risk is genuine
and it comes because of information asymmetry. This information asymmetry is because of
customers inability to observe the object which he or she wants to buy. This naturally brings
questions in customers mind and with that risk of bad quality and any other fraud. While
discussing the above question this paper talks a sequential approach in order to make it easy for
readers to understand the complexity of the problem. After introduction this paper will discuss
literature review which talks about the existing theories about the said topic. After literature
review there is a detail and in-depth analysis of data with the help of SPSS by using regression,
ANOVA tests, correlation and reliability test. This part is also followed with the interpretation of
these results. Moving on this paper talks about the most important part in which we have link
existing theoretical approaches to the results we obtained from SPSS. If this matches with our
result of SPSS will give boost to our research question. In the final part of the paper
recommendation and limitations of this particular area has been discussed shortly. In the end
before conclusion scope in Pakistan and managerial implication are discussed.
investigating the factors that persuade or limit consumers online buying intention.
1.5: Contribution
The study on factors impact consumers trust on consumers perceived risk in online shopping
environment has been conducted previously by many researches. But there is no research on this
topic in Pakistan as dynamics of Pakistan may differ from other countries so my research paper
would be taking into account the viewpoint of Pakistani consumers how they perceive and
behave to online shopping environment.
personality trait that leads to expectations about the trustworthiness of others (Hofstede, 1980).
Mayer et al (1995) suggested that trust propensity moderates the effects of the trust antecedents
on the formation of trust. Hence it can be claimed that higher the consumers propensity to trust
the higher will be the effect of consumers confidence on business online sales by means of
lower perceived risk about the business (which is another consequence of consumers trust).
As Doney and Cannon, (1997) discovered that consumers perceived risk about the business is
inversely related with their trust. Consumers who tend to have higher confidence in an online
business will obviously perceive it to be less risky to buy from them and vice versa. This
hypothesis is also verified by Selnes in 1998.
Past studies have confirmed, with empirical evidence, the role of consumers trust in Internet
shopping (Gefen & Straub, 2004) and have argued that the most primary obstacle for prospering
online businesses or sales is lack of consumers trust (Jarvenpaa, Tractinsky & Vitale, 2000;
Hoffman, Novak & Peralta, 1999).
Bao, Zhou and Su (2003) mentioned consumers risk aversion as the primary factor behind lack
of consumers trust. Risk aversion being the antecedent of consumers trust can be used in
explaining consumers online buying behavior (Mao 2011).
Before studying the effects of consumers trust on their perceived risk about businesses, it is
important to clearly understand the theoretical definition of trust (as used by majority of
researchers in their various researches). Trust as defined by Mayer, Davis and Schoorman (1995)
is the willingness of a party to be vulnerable to the actions of another party. Therefore
according to the definition, greater trust calls consumers to undertake higher risk by undertaking
a particular task. Hence business consumers possessing greater trust are expected to be the
11
Some other researchers have defined the term which might be useful for some other researchers
in designing their research questions. According to Lewis and Weigert (1985), trust is
Identified as the understanding of a risky course of action on the confident expectation that all
persons involved in the action will act competently and dutifully
On the other hand Bhattacharya, Devinney and Pillutla (1998) and Boon and Holmes (1991)
conceived trust as predictability and reliance upon another person under uncertain and risky
circumstances.
Some researchers have used fairly simple definition of the concept which might have affected
their empirical results. for instance Gefen 2000; Hosmer 1995; Moorman, Zaltman & Deshpande
1992 viewed trust as a general belief that another party can be trusted. Usage of such generic
definition of variables of interest can lead to misleading results because of the difficulty involved
in adequately quantifying all the relevant dimensions of the variable. One of the most popular
studies on electronic commerce trust is the one conducted by Mayer, Davis and Schoorman
(1995) who viewed trust as a trustors intention to take a risk and proposed the trustors
perceptions about a trustees characteristics as the main predictors of trust.
An interesting insight by White and Lloyd (2006) found trust to have positive impact upon
uncertainty and complexity involved in businesses websites. though businesses are and should
be conscious of ambiguity involved in their websites and other social media to prevent its
negative effects on consumers image (about the business/product) and online buying behavior
but even in case such a situation exist then high consumers trust can help businesses avoid its
negative consequences on business sales/ image etc.
13
14
15
There are many empirical researchers concerning the topic and therefore help develop concrete
hypothesis based upon them whereas on the other hand similar literature is greatly missing for
online business activities (Lien 2010).
As mentioned by Wolfinbarger and Gilly, 2003 online and offline environments present different
shopping experiences even when the same products can be purchased and therefore same
literature concerning physical business activities cannot be used for consumers online
purchasing activities.
Zeithaml et al., 2006 defined customer satisfaction as their assessment of a service in terms of
whether that service has met the customers needs and is up to their expectations. Cronin et al.,
16
Academic research in online and interactive marketing has focused on the factors influencing the
use and adoption of online platforms. Furthermore, each of the factors causing customer trust and
satisfaction are considered more and more important to maintain relationships in the long term
(Casalo et al. 2007).
Another variable influencing trust in online settings is the time of customer business relationship
(Flavian et al. 2005). The greater the time spent between the two parties the greater will be
consumers trust hence encouraging them to not only sustain such relationships but will also
make them experiment with business other new features.
Trust involves three components: honesty (promise fulfillment and sincerity (Doney and Canon
1997); benevolence (the interest of one party that both parties reach a common objective
17
Yet, the rational expectation is that trust in online transactions can reduce customer perceived
risk (Pavlou 2003) and influence customer loyalty (Macintosh and Lockshin 1997), resulting
in repeated uses in the near future. Business reputation is also an important factor determining
consumers trust in certain companies as Doney and Cannon 1997 said Reputation is defined as
peoples perceptions of an organizations honesty and concerns for its stakeholders.
Reputation involves the credibility of a company or brand by its consumers (Herbig and
Milewicz 1993; Hyde and Gosschalk 2005). It is a signal of a history of fulfillments by the
supplier recognized and acknowledged by its stakeholders and users (Doney and Canon 1997). A
positive reputation favorably affects consumers trust (Doney and Cannon 1997), by
emphasizing the fact that the company has been able to fulfill its past promises (Kim et al. 2008).
A good reputation affects both the start of a relationship (Einwiller 2003) and the continuation of
an established relationship (Anderson and Weitz 1989). Hence business reputation is not only
important as the starting point but also helps business to hold up to their existing and new
consumers. Hence, high monetary benefits of reputation calls for increased investment in areas
which help businesses to establish and maintain their reputation.
Because in online contexts lack of persona contact increases risk perception of consumers
therefore the need for good business reputation is greatly increased than what would have been
required for physical sale. Not very brand conscious people might try new business/products in
case of physical sale because it is easier to evaluate quality of various vendors before the actual
purchase of the products which is hardly the case in online purchase.
The role of familiarity on trust has been studied in commercial contexts (Jennings et al. 2000).
Familiarity is a requirement in the pursuance of trust (Noteboom 1996). Greater consumer
knowledge of a providers services increases the consumers trust in the provider (Garbarino and
Johnson 1999). Some authors suggest that in online environments familiarity plays a key role in
the evaluation and adoption of web-based services (Maenpaa et al. 2008).
18
Chapter 3: Methodology
The study is specifically focusing on the impact of consumers trust on consumers perceived
risk in online shopping environment in Pakistan. The research is based on two categories,
primary and secondary. The primary data was the questionnaire to get the response of the
respondents and in secondary research we selected different articles related to our study topic
including a base article.
Reliability analysis was conducted to check the reliability of the items. Cronbach Alpha was also
calculated and ANOVA was calculated to measure the significance of the variables. Correlation was
also done to measure the relationship between variables and the effect of one variable on another. All
the data collected form respondents through questionnaire was compiled, tested and analyzed through
statistical software SPSS version 21.
In our research we are going to find out the impact of service quality on consumers online
purchase intention to know that whether service quality influence people to purchase online or
not. We are also going to find out that what are the factors that causes and urges consumers to
make online purchases. And is there any direct or indirect relationship between consumers trust
and consumers online purchase intention. And to find out what are the aspects that consumers
think risky while making online purchase.
19
3.2: Framework (Adapted from The study of consumer trust in internet shopping
and the moderating effect of risk aversion in mainland china by Ding Mao, 2010)
Reputation
Service Quality
Consumers
Purchase Intention
Perceived Risk
Website
Friendliness
Consumers
Trust
20
3.3: Sampling
3.3.1: Participants
This survey is conducted to find the trust of consumers in online shopping and to find out the
perceived risk involved in such type of activities. In order to find out the relationship and effects
related to the consumers trust in online shopping environment, the target population is the
people from Lahore Pakistan basically the university students which has some knowhow of
internet shopping and they are the one who are involved in internet shopping. We assumed the
data taken from population of Lahore would be representing the whole population of Pakistan.
The respondents of the sample consisted of both males and females ranging from ages between
18 to 30 years. The respondents are the students from different universities across Lahore. The
sampling technique used in this research was simple random and convenience sampling to
collect the data. The questionnaires were distributed to collect the data through 6 variables. The
size of our sample is 150 and in order to get away with any kind of biases we targeted students
from all classes range from first year to last year. This gave us the overall picture and interest of
students not only by their difference in classes but also ages. Another important thing which we
mention in our survey was the rural urban difference. This will gave us the interest of students
who are from different regions. And we will see that is there any marked difference in students
interest in online shopping belonging to rural and urban areas? The participants of this survey
were from different cities and have representation of all the provinces. In addition to it this
survey was conducted in different universities in order to make our sample representative and
removed all kind of biases from it. Another important thing in this survey was this that the
question was framed in a way that participant who had not read question and filled the survey
randomly can be identified. After getting all surveys we discarded such responses and get our
final 150 sample in purest form.
3.3.2: Collection of Data
The questionnaire was taken from the research paper The study of consumer trust in internet
shopping and the moderating effect of risk aversion in mainland china by Ding Mao, 2010. The
first part of the questionnaire consists of demographic data collection including respondents
gender, age, education level and monthly income. The other part of the questionnaire consists of
variables i.e. measuring factors regarding consumers trust which is a moderating factor and
21
22
Regression (a): Direct Impact of Reputation, Perceived Quality of Service, Perceived Risk and
Perceived Website Friendliness on Purchase Intention
Purchase Intention= 0 + 1*Reputation + 2*(Quality of Service) + 3*(website
friendliness)+
4*Perceived Risk + 5*(Gender) + 6* (income)
The dependent variable is Consumers Purchase intention in Online Shopping. The results show
that it is only impacted by Consumers Perceived Risk and Reputation of Brand because their Pvalues is less than 0.05 (significance level). All other variables like quality of service, website
friendliness and gender etc. do not have any significant impact on Consumers Perceived Risk.
The model is jointly significant because its ANOVA test p-value is 0.02 which is less than 0.05.
Moreover, the Durbin Watson statistic value is 1.84 which is close to 2 and hence there is no
autocorrelation in our model. (Appendix B.6)
24
Regression (b): Impact of Reputation, Quality of Service and Website friendliness on Moderating
Variable
Consumers Trust = 0 + 1*Reputation + 2*(Quality of Service) + 3*(website friendliness)
+ 4*(Gender) + 5* (Urban) + 6* (Perceived Risk)
The independent variables like Quality of Service, Risk Aversion, and Brand Reputation, Gender
etc. have significant impact on the mediating variable. These variables previously did not have
any impact on consumers online purchase intention but now have significant impact on
consumers trust which is moderating variable. (Appendix B.7)
This means that the impact of consumers perceived risk on consumers purchase intention is not
direct. Rather it indirectly affects consumers behavior in online shopping by first impacting the
consumer trust which then impacts the consumers purchase intention.
However, if we compare the coefficients of all these three variables, we find that quality if
service is the most critical determinant of customers trust because it has the largest coefficient.
25
Since, the value of ANOVA statistic is less than 0.1 (10 percent significance level) so we can
reject the null hypothesis of no difference in consumer trust w.r.t. income status of the person.
(Appendix B.11). Hence we can say with 90 percent confidence that consumers trust in online
shopping is impacted by a persons income level. This can be due to the fact that low income
people are more risk averse and thus they do not display as much trust in online shopping as is
displayed by the high income online buyers.
4.4.3: Difference in Quality of Service Perception w.r.t Income Level
The results of ANOVA are shown in the tables (Appendix B.12 & B.13)
Since the p-value of the test of homogeneity is greater than 0.05, we cannot reject the null
hypothesis of homogeneity of variance (Appendix B.12). So the requirement of homogeneity of
variance for ANOVA test is met and hence we can use the results of ANOVA tests.
Since the P-value is less than 0.1, we can say with 95 percent confidence that there is significant
difference in the perception of quality of service according to the income level of individuals.
(Appendix B.13). This result is in accordance with the expectations. Affluent people are usually
more quality sensitive than non-affluent people. Hence, our results highlight this fact and in our
case, high income people perceive quality of service in online shopping differently than low
income people.
26
4.5: Correlation
We try to find the correlation between the indexed variables to see if they are significant or not
and also to test if the correlation between variables is significant or not.
4.5.1: Correlation between Perceived Risk and Consumers Trust
The correlation table shows the correlation between Perceived Risk of consumers and
Consumers Trust in online shopping. (Appendix B.14).
The results show that the correlation between the perceived risk and the variable of interest i.e.
consumers trust is negative as per expectations. Consumers are reluctant to purchase online
because they do not trust online shopping on attributes like warranty provision, quality of
product, delivery etc. Therefore these perceptions of consumer add to the perceived risk of
customers. Because of this perceived risk, their online shopping tends to be low and therefore we
can expect negative relationship between consumer trust and risk aversion i.e. the higher the
trust, the lower the risk aversion and vice versa. Moreover, this correlation is highly significant
because its p-value is 0.011 which is less than 0.05 (significance level) and thus it leads us to
reject the null hypothesis of no correlation between risk aversion and trust. The magnitude of the
correlation is -0.308 which is considerably large.
4.5.2: Correlation between Consumers Trust and Consumer Online Purchase Intention
The correlation table shows the correlation between consumers trust and Consumers online
Purchase intention. (Appendix B.15).
The results show that the correlation between consumers trust and consumers online purchase
intention is positive as per expectations. Moreover, this correlation is highly significant because
its P-value is 0.000 which is less than 0.05 (significance level) and thus it leads us to reject the
null hypothesis of no correlation. The magnitude of the correlation is 0.46 which is also
considerably large. The correlation shows the relationship between the mediating variable i.e.
consumers trust and consumers purchase intention in online shopping.
Theory endorses this relationship in a way that consumers trust has significant impact on
consumers perceived risk which in turn is expected to affect the online purchase intention. If
trust is low, high risk is perceived by the customer in online shopping and hence they are less
willing to purchase online.
27
1of this Cronbach's alpha coefficient means that the requirement of internal consistency is
fulfilled by the data. Since in our results we get the value of 0.774 for this coefficient, we can
infer that our data in internally consistent.
Cronbach's alpha is a measure of internal consistency, that is, how closely related a set of items
are as a group. A "high" value of alpha is often used as evidence that the items truly measure an
underlying construct. It is most commonly used when we have multiple Likert scale questions in
a survey/questionnaire that form a scale and we want to determine if the scale is reliable or not.
Normally a value between 0.7 to 1of this Cronbach's alpha coefficient means that the
requirement of internal consistency is fulfilled by the data. Since in our results we get the value
28
CR
AVE
DV
CT
0.654
0.285
0.534
Repu
0.754
0.507
0.712
SQ
0.665
0.343
0.586
RA
0.718
0.470
0.685
WF
0.632
0.315
0.561
CPI
0.712
0.452
0.672
Chapter 5: Discussion
Despite the high use of Internet in our society, the penetration of online shopping is still low.
However, businesses are keen to explore the impediments to online shopping in order to utilize
the untapped potential of online shopping. People are not willing make purchases on the internet
mainly because of the lack of trust toward businesses in the new electronic environment. Hence
one of the key impediments to entry in the online shopping is the perceived risk of the customers.
Building consumers trust is believed to be a remedy for the perceived risk. The purpose of this
research is to identify the relationship between consumers purchase intentions and perceived
risk in online shopping. The main objective of the paper is to discover the factors that affect
consumers trust in online shopping and how it influences their purchasing decision making.
Moreover, we try to access whether risk aversion as an important consumer psychological
attribute plays a moderating role in the relationship between trust and purchase decision of
customers.
30
31
32
5.3: Conclusion
The main objective of this study is to investigate factors affecting customers risk perception in
online shopping and how this perceived risk influences their purchase intention. The study also
examines the moderating effect of consumers trust on the relationship between perceived risk
and purchase intention of consumers. Understanding the nature of various factors that influence
customers perceived risk can help online sellers to utilize the untapped potential of online
market.
As electronic commerce continues to grow, e-service is going to play a bigger role in customer
satisfaction. The secret of the long term competitive capability of the online selling firms lies in
the way they manage their e-service technology. Firms are required to design user-friendly
websites and to sell the type of services customers demand. Moreover, since the technology is
ever changing, so are online shopping processes.
5.4: Implications
The findings of this study generate several implications for businessmen and researchers. In this
paper we have argued that reducing customers perceived risk is critical for the success of online
shopping companies. Moreover, we have highlighted various dimensions of this perceived risk
and hence it would be easy to address each of them separately.
5.4.1: Theoretical Implications
Firstly, in line with prior researches the determinants of trust i.e. brand reputation, service quality
and website user-quality have been identified and analyzed in our study. All these determinants
were found to be significantly and positively affecting customers trust. However, we found that
among these three variables quality of service plays the most important role in building
33
35
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37
38
Appendix A: Questionnaire
This survey is being conducted for a research project. Please fill in ALL questions as accurately
as possible. All responses will be anonymous and the survey poses no threat to anyone's
confidentiality.
a) Gender:
Male
Female
b) Age (in years):
Less than 18
18-21
21-24
24-30
More than 30
c) Years of Education:
Less than 12
13 years
14 years
15 years
16 years
More than 16
d) Your Background:
Rural
Urban
e) Time spent daily on social media websites like Facebook, twitter, YouTube etc.
Less than one hour
1-2 hours
2-3 hours
3-5 hours
More than 5 hours
f) Have you joined any brand community on social media (Facebook, twitter, YouTube
etc.)?
Yes
No
39
Reputation
1. I use famous websites for online shopping
1
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Disagree
Neutral
4
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Service Quality
4. The products on online websites are always available
1
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
Strongly Agree
Disagree
Neutral
4
Agree
5
Strongly Agree
Disagree
Neutral
Risk Aversion
8. I am cautious in trying new/different products
40
4
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
9. I never buy something I dont know about at the risk of making a mistake
1
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
10. I would rather stick with a brand I usually buy than try something I am not very
sure of
1
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Website Friendliness
11. Online websites usually work very well technically
1
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
14. Online websites clearly show how I can contact or communicate with the company
1
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Consumers Trust
15. I believe that online websites would act in my best interest
1
Strongly Disagree
Disagree
Neutral
Agree
16. I believe that online websites are trustful in their dealings with me
41
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
21. It is very likely that I buy products from online websites in the future
1
Strongly Disagree
Disagree
Neutral
Agree
5
Strongly Agree
22. I am willing to buy online products again from websites I have used once
1
Strongly Disagree
Disagree
Neutral
Agree
42
5
Strongly Agree
N Valid
Missing
Mean
Median
Std.
Deviation
Minimum
Maximum
Gender
89
0
.72
1.00
.452
0
1
Age
Income
(in
Years Of
(per
years) Education Urban month)
89
89
89
89
0
0
0
0
2.48
3.97
.75
2.78
2.00
4.00
1.00
2.00
.586
1.071
.434
1.194
1
4
2
6
0
1
1
5
Time
Spent
Daily
on
Social
Brand
Media Community
89
89
0
0
2.72
.72
3.00
1.00
1.033
.452
1
5
Appendix B.2
Gender
Percent
0
Valid 1
Total
Frequenc
y
25
64
89
1
2
Valid 3
4
Total
28.1
71.9
100.0
Valid
Cumulative
Percent
Percent
28.1
28.1
71.9
100.0
100.0
Appendix B.3
43
0
1
Appendix B.4
Urban
Percent
0
Valid 1
Total
Frequenc
y
22
67
89
1
2
3
Valid
4
5
24.7
75.3
100.0
Valid
Cumulative
Percent
Percent
24.7
24.7
75.3
100.0
100.0
Appendix B.5
Total
89
100.0
100.0
Appendix B.6
Coefficientsa
Model
1 (Constant)
Reputation
of Brand
Quality of
Service
Website
Friendliness
Unstandardized Standardized
Coefficients
Coefficients
Std.
B
Error
Beta
6.828
2.107
.473
.098
.572
t
3.240
4.842
Sig.
.002
.000
95.0%
Confidence
Interval for B
Lower Upper
Bound Bound
2.612 11.043
.277
.668
-.004
.100
-.005
-.045
.965
-.204
.195
.019
.104
.020
.181
.857
-.189
.226
44
.782
-.369
.489
.654
.011
-1.289
-.344
.814
.039
Appendix B.7
Coefficientsa
95.0%
Confidence
Interval for B
Lower Upper
Bound Bound
2.617 12.254
-.040
.407
Unstandardized Standardized
Coefficients
Coefficients
Std.
B
Error
Beta
7.435
2.409
.184
.112
.194
t
3.087
1.646
Sig.
.003
.051
.387
3.359
.001
.155
.611
.098
.867
.035
-.134
.340
-.151
-1.317
.193
-.813
.167
.017
-.277
.159
-2.476
.874
.016
-1.107
-.491
1.297
-.052
Model
1 (Constant)
Reputation
of Brand
Quality of
.383
.114
Service
Website
.103
.119
Friendliness
Income (per
-.323
.245
month)
Gender
.095
.601
Perceived
-.271
.110
Risk
a. Dependent Variable: Consumer's Trust
Appendix B.8
Test of Homogeneity of Variances
Consumer's Trust
Levene
df1
df2
Sig.
Statistic
.298
4
84
.879
45
df
Mean
Square
49.390
12.348
578.565
627.955
84
88
6.888
1.793
Sig.
.138
Appendix B.10
Test of Homogeneity of Variances
Consumer's Trust
Levene
df1
df2
Sig.
Statistic
1.944
4
84
.111
Appendix B.11
ANOVA
Consumer's Trust
Sum of
Squares
Between
Groups
Within Groups
Total
df
Mean
Square
58.834
14.708
569.121
627.955
84
88
6.775
2.171
Appendix B.12
Test of Homogeneity of Variances
Quality of Service
Levene
df1
df2
Sig.
Statistic
.826
4
62
.514
46
Sig.
.079
Appendix B.13
ANOVA
Quality of Service
Sum of
Squares
Between
Groups
Within Groups
Total
df
Mean
Square
59.614
19
14.904
408.833
468.448
70
89
6.594
Sig.
2.260
.073
Appendix B.14
Correlations
Risk
Aversion
Perceived Risk
Pearson
Correlation
Consumer's
Trust
-.308*
Sig. (2-tailed)
N
89
Pearson
-.308*
Correlation
Consumer's
Trust
Sig. (2-tailed)
.011
N
89
*. Correlation is significant at the 0.05 level (2-tailed).
.011
89
1
89
Appendix B.15
Correlations
Consumer's
Trust
Consumer's Trust
Pearson
Correlation
Sig. (2-tailed)
N
47
Consumer's
Behavioural
Attitude
.460**
89
.000
89
89
Appendix B.16
Correlations
Consumer's Reputation of
Behavioural
Brand
Attitude
Consumer's
Behavioural Attitude
Reputation of Brand
Pearson
Correlation
Sig. (2-tailed)
N
Pearson
Correlation
Sig. (2-tailed)
N
.605**
89
.000
89
.605**
.000
89
89
Appendix B.17:
Case Processing Summary
N
%
Valid
89
100.0
a
Cases Excluded
0
.0
Total
89
100.0
a. Listwise deletion based on all
variables in the procedure.
Appendix B.18
Reliability Statistics
Cronbach's
N of
Alpha
Items
.774
29
48
Appendix B.19
Baseline Comparisons
NFI RFI
IFI
Delta1 rho1 Delta2
Model
Default model
Saturated model
.772
.490
1.000
Independence model
CFI
.709
.755
1.000
.000
Appendix B.20
.772
TLI
rho2
.000
.000
1.000
.000
.000
GFI
Model
RMR
GFI
AGFI
PGFI
Default model
.094
.764
.692
.586
Saturated model
.000
1.000
Independence model
.243
.468
.418
.428
Appendix B.21
CR
CT
Repu
SQ
RA
WF
CPI
0.654
0.754
0.665
0.718
0.632
0.712
AVE
DV
0.285
0.534
0.507
0.712
0.343
0.586
0.470
0.685
0.315
0.561
0.452
0.672
49
50