We examine consumers’ early stage trust beliefs for effects on perceptions of information and system quality, later stage trust, satisfaction and usage intentions in the context of online health services. Using a longitudinal research design, data was collected from a sample of undergraduates during two time periods, approximately five weeks apart. Results show that trust in the website influences trust in the e-service provider at both early and later stages. Perceptions of system and information quality depend on trust, while trust and satisfaction are important to continued usage intentions. Results are important for understanding how trust interacts with IS success factors.
AbbasiAZahediFMKazaS (2012) Detecting fake medical websites using recursive trust labelling. ACM Transactions on Information Systems9(4): Article 39.
2.
AkterSRayPD’AmbraJ (2013) Continuance of mhealth service at the bottom of the pyramid: The roles of service quality and trust. Electronic Markets23(1): 29–47.
3.
BansalGZahediFMGefenD (2010) The impact of personal dispositions on information sensitivity, privacy concern and trust in disclosing health information online. Decision Support Systems49(2): 138–150.
4.
BelancheDCasalóLVFlaviánCSchepersJ (2014) Trust transfer in the continued usage of public e-services. Information and Management51(6): 627–640.
5.
BélangerFCarterL (2008) Trust and risk in e-government adoption. Journal of Strategic Information Systems17(2): 165–176.
6.
BeldadAde JongMSteehouderM (2010) How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computer in Human Behavior26(5): 857–869.
7.
BhattacherjeeA (2001) Understanding information systems continuance: An expectation-confirmation model. MIS Quarterly25(3): 351–370.
8.
BhattacherjeeA (2002) Individual trust in online firms: Scale development and initial test. Journal of Management Information Systems19(1): 211–241.
9.
BhattacherjeeAPremkumarG (2004) Understanding changes in belief and attitude toward information technology usage: A theoretical model and longitudinal test. MIS Quarterly28(2): 229–254.
ChaiSKimM (2010) What makes bloggers share knowledge? An investigation on the role of trust. International Journal of Information Management30(5): 408–415.
12.
ChenJVJubiladoRJMCapistranoEPSYenDC (2015) Factors affecting online tax filing- an application of the IS success model and trust theory. Computers in Human Behavior43(February): 251–262.
13.
ChenXHuangQDavisonRMHuaZ (2014) The moderating effects of contextual factors on a buyer’s trust in e-commerce platforms and sellers. In: 18th Pacific Asia Conference on Information Systems (PACIS) 2014 Proceedings (eds. SiauKQingLXunhuaG), Chengdu, China, 24-28 June 2014. Available at: aisel.aisnet.org/pacis2014/107 (accessed 09 March 2016).
14.
ChenXHuangQRobertDHuaZ (2016) What drives trust transfer? The moderating roles of seller-specific and general institutional mechanisms. International Journal of Electronic Commerce20(2): 261–289.
15.
ChinWW (1998)The partial least squares approach to structural equation modeling. In: MarcoulidesGA (ed.) Modern Methods for Business Research. Mahwah, NJ: Erlbaum, pp. 295–336.
16.
ChiuCMChiuCSChangHC (2007) Examining the integrated influence of fairness and quality on learners’ satisfaction and web-based learning continuance intention. Information Systems Journal17(3): 271–287.
17.
ChoV (2006) A study of the roles of trusts and risks in information-oriented online legal services using an integrated model. Information and Management43(4): 502–520.
18.
ChongA Y-LOoiK-BLinBBaoHJ (2012) An empirical analysis of the determinants of 3G adoption in china. Computers in Human Behavior28(2): 360–369.
19.
CompeauDMarcolinBKelleyHHigginsC (2012) Research commentary generalizability of information systems research using students subjects–a reflection on our practices and recommendations for future research. Information Systems Research23(4): 1093–1109.
20.
CorbittBJKracherBYiH (2003) Trust and e-commerce: A study of consumer perceptions. Electronic Commerce Research and Applications2(3): 203–215.
21.
DeLoneWHMcLeanER (1992) Information systems success: The quest for the dependent variable. Information Systems Research3(1): 60–95.
22.
de ReuverMNikouSBouwmanH (2015) The interplay of costs, trust and loyalty in a service industry in transition: The moderating effect of smartphone adoption. Telematics and Informatics32(4): 694–700.
23.
DinevTHartP (2006) An extended privacy calculus model for e-commerce transactions. Information Systems Research17(1): 61–80.
24.
DirksKTFerrinDL (2001) The role of trust in organizational settings. Organization Science12(4): 450–467.
25.
DowlingMRickwoodD (2016) Exploring hope and expectations in the youth mental health online counselling environment. Computers in Human Behavior55(Part A, February): 62–68.
26.
Dutta-BergmanM (2003) Trusted online sources of health information: Differences in demographics, health beliefs, and health-information orientation. Journal of Medical Internet Research5(3): e21.
27.
FangYQureshiISunHMcColePRamseyELimKH (2014) Trust, satisfaction, and online repurchase intention: The moderating role of perceived effectiveness of e-commerce institutional mechanisms. MIS Quarterly38(2): 407–427.
28.
FlaviánCGurreaR (2008) Reading newspapers on the Internet: The influence of web sites’ attributes. Internet Research18(1): 26–45.
29.
FlaviánCGuinalíuMGurreaR (2006) The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information and Management43(1): 1–14.
GefenD (2000) E-commerce: The role of familiarity and trust. OMEGA28(6): 725–737.
32.
GefenD (2002) Customer loyalty in e-commerce. Journal of Association for Information Systems3(1): 27–51.
33.
GefenDKarahannaEStraubDW (2003) Trust and TAM in online shopping: An integrated model. MIS Quarterly27(1): 51–90.
34.
GrayNJKleinJDNoycePRSesselbergTSCantrillJA (2005) Health information-seeking behaviour in adolescence: The place of the internet. Social Science and Medicine60(7): 1467–1478.
35.
HadwichKGeorgiDTuzovicSBűttnerJBruhnM (2010) Perceived quality of e-health services: A conceptual scale development of e-health service quality based on the C-OAR-SE approach. International Journal of Pharmaceutical and Healthcare Marketing4(2): 112–136.
36.
HagelJRayportJF (1997) The coming battle for customer information. Harvard Business Review1997(January-February): 5–11.
37.
HairJFJrAndersonRETathamRLBlackWCJr (1998) Multivariate Data Analysis. New Jersey: Prentice-Hall.
38.
HarbourJChowdhuryGG (2007) Use and outcome of online health information services: A study among Scottish population. Journal of Documentation63(2): 229–242.
39.
HongIBChoH (2011) The impact of consumer trust on attitudinal loyalty and purchase intentions in B2C e-marketplaces: Intermediary trust vs. seller trust. International Journal of Information Management31(5): 469–479.
40.
HsuMHYenCHChiuCMChangCM (2006) A longitudinal investigation of continued online shopping behavior: An extension of the theory of planned behavior. International Journal of Human-Computer Studies64(9): 889–904.
41.
HsuMHChangCMChuKKLeeYJ (2014) Determinants of repurchase intention in online group-buying: The perspectives of DeLone & McLean IS success model and trust. Computers in Human Behavior36(July): 234–245.
42.
HwangYLeeKC (2012) Investigating the moderating role of uncertainty avoidance cultural value on multidimensional online trust. Information and Management49(3): 171–176.
43.
JarvenpaaSLTracinskyNVitaleM (2000) Consumer trust in an internet store, Information Technology and Management1(1): 45–71.
44.
KassimNAbdullahNA (2008) Customer loyalty in e-commerce settings: An empirical studyElectronic Markets18(3): 275–290.
45.
KeselmanABrowneACKaufmanD (2008) Consumer health information seeking as hypothesis testing. Journal of the American Medical Informatics Association15(4): 484–495.
46.
KimDJ (2014) A study of the multilevel and dynamic nature of trust in e-commerce from a cross-stage perspective. International Journal of Electronic Commerce19(1): 11–64.
47.
KimDJFerrinDLRaoHR (2008) A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems44(2): 544–564.
48.
KimDJFerrinDLRaoHR (2009) Trust and satisfaction, two stepping stones for successful e-commerce relationships: A longitudinal exploration. Information Systems Research20(2): 237–257.
49.
KimHSAhnJNoJK (2012) Applying the health belief model to college student’s health behavior. Nutrition Research and Practice6(6): 551–558.
50.
KimHWXuYKohJ (2004) A comparison of online trust building factors between potential customers and repeat customers. Journal of the Association for Information Systems5(10): 392–420.
51.
KimJHongSMinJLeeH (2011) Antecedents of application service continuance: A synthesis of satisfaction and trust. Expert Systems with Applications38(8): 9530–9542.
52.
KimSSMalhotraNK (2005) A longitudinal model of continued IS use: An integrative view of four mechanisms underlying post adoption phenomena. Management Science51(5): 741–755.
53.
LansengEJAndreassenTW (2007) Electronic healthcare: A study of people’s readiness and attitude toward performing self-diagnosis. International Journal of Service Industry Management18(4): 394–417.
54.
LemireMParéGSicotteCHarveyC (2008) Determinants of internet use as a preferred source of information on personal health. International Journal of Medical Informatics77(11): 723–734.
55.
LiXRongGThatcherJB (2009) Do we trust the technology? People? or both? Ruminations on technology trust. In: 15th Americas Conference on Information Systems (AMCIS) 2009 Proceedings (eds. KendallKEVarshneyU), San Francisco, California, USA, 06-09 August 2009. Available at: aisel.aisnet.org/amcis2009/459 (accessed 09 March 2016).
56.
LiaoCLiuCCChenK (2011) Examining the impact of privacy, trust and risk perceptions beyond monetary transactions: An integrated model. Electronic Commerce Research and Applications10(6): 702–715.
57.
LibertT (2015) Privacy implications of health information seeking on the web. Communications of the ACM March, 58(3): 68–77.
58.
LinJWangBWangNLuY (2014) Understanding the evolution of consumer trust in mobile commerce: A longitudinal study. Information Technology and Management15(1): 37–49.
59.
LinWS (2012) Perceived fit and satisfaction on web learning performance: IS continuance intention and task-technology fit perspectives. International Journal of Human-Computer Studies70(7): 498–507.
60.
LuYYangSChauPYKCaoY (2011) Dynamics between the trust transfer process and intention to use mobile payment services: A cross-environment perspective. Information and Management48(8): 393–403.
61.
LuYZhaoLWangB (2010) From virtual community members to C2C e-commerce buyers: Trust in virtual communities and its effect on consumers’ purchase intention. Electronic Commerce Research and Applications9(4): 346–360.
62.
McKinleyCJRuppelEK (2014) Exploring how perceived threat and self-efficacy contribute to college students’ use and perceptions of online mental health resources. Computer in Human Behavior34(May): 101–109.
63.
McKnightDHChoudhuryVKacmarC (2002) The impact of initial consumer trust on intentions to transact with a web site: A trust building model. Journal of Strategic Information Systems11(3/4): 297–323.
64.
Morahan-MartinJM (2004) How internet users find, evaluate, and use online health information: A cross-cultural review. CyberPsychology & Behavior7(5): 497–510.
65.
MunYYYoonJJDavisJMLeeT (2013) Untangling the antecedents of initial trust in web-based health information: The roles of argument quality, source expertise, and user perceptions of information quality and risk. Decision Support Systems55(April): 284–295.
NicolaouAIMcKnightDH (2006) Perceived information quality in data exchanges: Effects on risk, trust, and intention to use. Information Systems Research17(4): 332–351.
68.
ParkMJChoiHKimSKRhoJJ (2015) Trust in government’s social media service and citizen’s patronage behaviour. Telematics and Informatics32(4): 629–641.
69.
PavlouPAGefenD (2002) Building effective online marketplaces with institution-based trust. In: 23rd International Conference on Information Systems (ICIS 2002), Barcelona, Spain, 15-18 December 2002, pp. 667–675. Atlanta: Association for Information Systems.
70.
PavlouPAGefenD (2004) Building effective online marketplaces with institution-based trust. Information Systems Research15(1): 37–59.
71.
PavlouPAGefenD (2005) Psychological contract violation in online marketplaces: Antecedents, consequences, and moderating role. Information Systems Research16(4): 372–399.
72.
PavlouPALiangHXueY (2007) Understanding and mitigating uncertainty in online exchange relationships: A principal-agent perspective. MIS Quarterly31(1): 105–136.
73.
PetterSMcLeanER (2009) A meta-analytic assessment of the DeLone and McLean IS success model: An examination of IS success at the individual level. Information and Management46(3): 159–166.
74.
PetterSDeLoneWMcLeanER (2013) Information systems success: The quest for the independent variables. Journal of Management Information Systems29(4): 7–61.
75.
PodaskoffPMOrganDW (1986) Self-reports in organizational research: Problems and prospects. Journal of Management12(4): 531–544.
76.
PremkumarGBhattacherjeeA (2008) Explaining information technology usage: A test of competing models. OMEGA36(1): 64–75.
77.
QureshiIFangYRamseyEMcColePIbbotsonPCompeauD (2009) Understanding online customer repurchasing intention and the mediating role of trust – An empirical investigation in two developed countries. European Journal of Information Systems18(3): 205–222.
78.
RingleCMWendeSWillA (2005) SmartPLS (Release 2.0 (beta)), University of Hamburg, Hamburg, Germany (http://www.smartpls.de).
79.
SchauppLCCarterL (2010) The impact of trust, risk and optimism bias on e-file adoption. Information Systems Frontiers12(3): 299–309.
80.
SchauppLCCarterLMcBrideME (2010) E-file adoption: A study of U.S. taxpayers’ intentions. Computers in Human Behavior26(4): 636–644.
81.
SinghJSirdeshmukhD (2000) Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science28(1): 150–167.
82.
SongJZahediFM (2007) Trust in health informediaries. Decision Support Systems43(2): 390–407.
83.
StewartKJ (2003) Transfer of trust on the World Wide Web. Organizational Science14(1): 5–13.
84.
TeoTSHLiuJ (2007) Consumer trust in e-commerce in the United States, Singapore and China. The International Journal of Management Science35(1): 22–38.
85.
TeoTSHSrivastavaSCJiangL (2008) Trust and electronic government success: An empirical study. Journal of Management Information Systems25(3): 99–131.
86.
ThatcherJBCarterMLiXRongG (2013) A classification and investigation of trustees in B-to-C e-commerce: General vs. specific trust. Communications of the Association for Information Systems32(1): 107–134.
87.
VachirapornKPeterRDanielF (2012) Assessing e-excise success with DeLone and McLean’s model. Journal of Computer Information Systems52(3): 31–40.
88.
van DeursenAJAM (2012) Internet skill-related problems in accessing online health information. International Journal of Medical Informatics81(1): 61–72.
89.
VenkateshVThongJYLChanFKYHuPJHHBrownSA (2011) Extending the two-stage information systems continuance model: Incorporating UTAUT predictors and the role of context. Information Systems Journal21(6): 527–555.
90.
VerhagenTMeentsSTanY (2006) Perceived risk and trust associated with purchasing at electronic marketplaces. European Journal of Information Systems15(6): 542–555.
WangHCChiuYF (2011) Assessing e-learning 2.0 system success. Computers and Education57(2): 1790–1800.
93.
WeinerB (1985) An attributional theory of achievement motivation and emotion. Psychological Review92(4): 548–573.
94.
WuJHWangYM (2006) Measuring KMS success: A respecification of the DeLone and McLean’s model. Information and Management43(6): 728–739.
95.
XiaoNSharmanRRaoHRUpadhyayaS (2014) Factors influencing online health information search: An empirical analysis of a national cancer-related survey. Decision Support Systems57(January): 417–427.
96.
YamasakiKSakaiAUchidaK (2006) A longitudinal study of the relationship between positive affect and both problem and emotion-focused coping strategies. Social Behavior and Personality34(5): 499–510.
97.
ZahediFMSongJ (2008) Dynamic of trust revision: Using health infomediaries. Journal of Management Information Systems24(4): 225–248.
98.
ZhangZ (2010) Feeling the sense of community in social networking usage. IEEE Transactions on Engineering Management57(2): 225–239.
99.
ZhengYZhaoKStylianouA (2013) The impacts of information quality and system quality on users’ continuance intention in information-exchange virtual communities: An empirical investigation. Decision Support Systems56(December): 513–524.
100.
ZhouT (2011) Examining the critical success factors of mobile website adoption. Online Information Review35(4): 636–652.
