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    This document discusses the role of trust in e-commerce relationships. It presents a unified model of how perceived usefulness, ease of use, and trustworthiness of a web vendor can influence usage attitude, intention to participate in exchanges, customer satisfaction, loyalty, and value from the relationship. The model shows trustworthiness of the web vendor, determined by integrity, competence and benevolence, directly impacts intention to participate as well as indirectly through usage attitude and satisfaction. Intention to participate and satisfaction then lead to customer loyalty and relationship value.

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    e-commerce 12

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    This document discusses the role of trust in e-commerce relationships. It presents a unified model of how perceived usefulness, ease of use, and trustworthiness of a web vendor can influence usage attitude, intention to participate in exchanges, customer satisfaction, loyalty, and value from the relationship. The model shows trustworthiness of the web vendor, determined by integrity, competence and benevolence, directly impacts intention to participate as well as indirectly through usage attitude and satisfaction. Intention to participate and satisfaction then lead to customer loyalty and relationship value.

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    4 views19 pages

    E-Commerce 12

    Uploaded by

    zamirizulfachri
    This document discusses the role of trust in e-commerce relationships. It presents a unified model of how perceived usefulness, ease of use, and trustworthiness of a web vendor can influence usage attitude, intention to participate in exchanges, customer satisfaction, loyalty, and value from the relationship. The model shows trustworthiness of the web vendor, determined by integrity, competence and benevolence, directly impacts intention to participate as well as indirectly through usage attitude and satisfaction. Intention to participate and satisfaction then lead to customer loyalty and relationship value.

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    of 19

    E-COMMERCE 12

    E-CRM
    Palvia, P. (2009) “The role of trust in e-commerce
    relational exchange: A unified model.”
    Information & Management. 46, 213-220
    USAGE ATTITUDE VENDOR WEBSITE
    Perceived usefullness
    perceived ease of use
    thrustworthiness of web vendor
    THRUSTWORTHINESS OF WEB VENDOR

    Believe in integrity
    believe in competence
    believe in benevolence (keutamaan)
    INTENTION TO PARTICIPATE IN EXCHANGE
    RELATIONSHIP WITH WEB VENDOR

    Perceived usefullness
    thrustworthiness of web vendor
    Usage attitude vendor website
    Kepuasan
    Intention to
    participate in dalam relasi
    exchange traksasi
    relationship
    with web
    vendor

    Value from
    relationship
    Kepuasan
    dalam relasi
    traksasi

    Customer
    Loyalty
    Value from
    relationship
    Cerita ke
    Customer tetangga dan
    Loyalty handai taulan
    CREATING AN ONLINE STORE WHAT OPTIONS ARE
    AVAILABLE FOR BUILDING A STOREFRONT?

    • Develop in-house storefront


    • Outsource storefront
    CREATING AN ONLINE STORE WHAT IS ELECTRONIC
    CUSTOMER RELATIONSHIP MANAGEMENT (ECRM)?
    • Service after a sale
    • Combines personalized touch and
    customized service to customers
    • Automatic e-mail to confirm orders,
    display FAQ, and send surveys
    Creating an Online Store What is e-mail
    publishing?
    • Process of sending newsletters via e-mail to
    large group of people with similar interests
    CREATING AN ONLINE STORE SELECTING A DOMAIN
    NAME

    • Name should correspond to business name or


    function
    • Domain name is registered with various search
    engines
    Creating an Online Store What is a submission
    service?
    • Web-based business in which you typically pay
    a fee to register with hundreds of search engines
    CREATING AN ONLINE STORE WHAT IS SPAM?

    • Unsolicited e-mail messages or newsgroup


    postings
    • Internet junk mail
    • Usually generates antagonism instead of sales
    SUMMARY OF ECOMMERCE: A REVOLUTION IN THE
    WAY WE DO BUSINESS
    • What is e-commerce?
    • E-commerce business models
    • E-commerce revenue streams
    • The e-retailing market sector
    • Other e-commerce market sectors on the Web
    • Creating an online store
    THE END

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