The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness

Akter, S., D’Ambra, J., & Ray, P. (2010a). An Evaluation of Based Complex Models: the Roles of Power Analysis, Predictive Relevance, and GoF Index. In the Proceedings of the Seventeenth Americas Conference on Information Systems, Detroit, Michigan August 4th -7th 2011.
Akter, S., D’Ambra, J., & Ray, P. (2011b). Trustworthiness in mHealth Information Services: An Assessment of Hierarchical Model With Mediating and Moderating Effects Using Partial Least Squares (PLS). Journal of the American Society for Information Science and Technology, 62(1): 100-116.
Al-Maghrabi, T., & Dennis, C. (2010). Driving Online Shopping: Spending and Behavioural Differences Among Women in Saudi Arabia. International Journal of Business Science and Applied Management, 5(1), 30-47.
Al-Momani, K., & Noor, N.A. (2009). e-Service Quality, Ease of Use, and Enjoyment as Antecedents of e-CRM Performance: an Empirical Investigation in Jordan Mobile Phone Services. The Asian Journal of Management, 2(2), 11-25.
Anand, A. (2011). e-Satisfaction—A Comprehensive Framework. Indian Institute of Information Technology and Management. Presented at Second International Conference on Internet and Web Applications and Services ICIW07 (2007).
Anderson, R.E., & Srinivasan, S.S. (2003). e-Satisfaction and e-Loyalty: A Contingency Framework. Psychology & Marketing, 20(2), 123-138.
Aurier, P., & N’Goala, G. (2010). The Differing and Mediating Roles of Trust and Relationship Commitment in Service Relationship Maintenance and Development. Journal of the Academic Marketing Science, 38: 303-325.
Baron, R.M., & Kenny, D.A. (1986). The Moderator-Mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic and Statistical Considerations. Journal of Personality and Social Psychology, 51(6), 1173-118.
Beaird, J., (2007). The Principles of Beautiful Web Design. SitePoint Pty. Ltd, Australia.
Blois, K.J. (1999). Trust in Business to Business Relationships: An Evaluation of Its Status. Journal of Management Studies, 36(2), 197-215.
Büttner, O.B., & Göritz, A.S. (2008). Perceived Trustworthiness of Online Shops. Journal of Consumer Behaviour, 7,35-50.
Cai, L., Card, J.A., & Cole, S.T. (2004). Content Delivery Performance of World Wide Websites of US Tour Operators Focusing on Destinations in China. Tourism Management, 25(2), 219-227.
Caruana, A., & Ewing, M.T. (2009). How Corporate Reputation, Quality, and Value Influence Online Loyalty. Journal of Business Research, 30, 1-8.
Chen, J., Zhang, C., & Huang, L. (2010). Determinants of Customer Loyalty in China C2C e-Commerce: From A Social Network Perspective.
Chin, W.W. (1998). Commentary: Issues and Opinion on Structural Equation Modelling. MIS Quarterly, 22, vii-xvi.
Chin, W.W. (2010). How to Write Up and Report PLS Analyses. In Handbook of Partial Least Squares: Concept, Methods and Applications by Esposito, V., et al., (Eds).
Chirico, P., & Presti, A.L. (2008). A Customer Loyalty Model for Services Based on a Continuing Relationship with the Provider. Presented at Method, Models, and Information Technologies for Decision Support Systems, University Del Salento, Lecce.
Citrin, A.V., Sprott, D.E., Silverman, S.N., & Stem Jr, D.E. (2000). Adoption of Internet Shopping: The Role of Consumer Innovativeness. Industrial Management & Data Systems, 100/7, 294-300.
Clark, S., Buckingham, S., & Fortin, D. (2010). Investigating the Impact of Online Storefront Atmospherics on Perceived Store Personality.
Cox, J., & Dale, B.G. (2001). Service Quality and e-Commerce: An Exploratory Analysis. Managing Service Quality, 11(2), 121-131.
Cyr, D. (2008). Modelling Web Site Design Across Cultures: Relationships to Trust, Satisfaction, and e-Loyalty. Journal of Management Information Systems, 24(4), 47-72.
Deb, M., & Chavali, K. (2009). A Study on the Significant e-Trust and e-Loyalty in Online Banking. AIMS International Journal of Management, 3(2), 241-257.
Delafrooz, N., Paim, L.H., & Khatibi, A. (2010). Students’ Online Shopping Behaviour: An Empirical Study. Journal of American Sciences, 6(1), 137-147.
Digital Media Across Asia. (2011). Malaysia Internet Penetration: Malaysian Internet Users in Urban/Rural Area.
Eid, M.I. (2011). Determinants of e-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia.
Elliot, M.T., & Speck, P.S. (2005). Factors That Affect Attitude Toward A Retail Web Site. Journal of Marketing, 40-51.
Fisher, J., Burstein, F., Lynch, K., & Lazarenko, K. (2008). Usability+Usefulness=Trust: Exploratory Study of Australian Health Web Sites. Internet Research, 18(5), 477-498.
Flavián, C., & Guinaliu, M. (2006). Consumer Trust, Perceived Security, and Privacy Policy: Three Basic Elements of Loyalty to a Web Site. Industrial Management & Data, 106(5), 601-620.
Flavián, C., Guinaliu, M., & Gurrea, R. (2006). The Influence of the Perceived Usability on Website Loyalty: An Empirical Analysis.
Fornell, C., & Larcker, D.F. (1981). Evaluating Structural Equation Models With Unobservable Variables and Measurement Error. Journal of Marketing, 18(1), 39-50.
Forsythe, S.M., & Shi, B. (2003). Consumer Patronage and Risk Perceptions in Internet Shopping. Journal of Research, 56, 867-875.
Ganguly, B., Dash, S.B., & Cyr, D. (2009). Website Characteristics, Trust, and Purchase Intention in Online Stores: An Empirical Study in the Indian Context. Journal of Information Science and Technology, 6(2), 22-44.
Gefen, D. (2000). e-Commerce: The role of Familiarity and Trust. Omega, 28(6), 725-737.
Gefen, D., Straub, D.W., & Boudreau, M.C. (2000). Structural Equation Modelling and Regression: Guidelines for Research Practice. Communication of the Association for Information Systems, 4(7), 1-79.
Gorn, G.J., Chattopadhyay, A., Sengupta, J., & Tripathi, S. (2004). Waiting or the Web: How Screen Color Affects Time Perception. Journal of Marketing Research, XLI, 215-225.
Griffith, D.A. (2005). An Examination of the Influences of Store Layout in Online Retailing. Journal of Business Research, 58(10), 1391-1396.
Hair, J.F., Black, W.C., Babin, B.J., Anderson, R.E., & Tatham, R.L. (2010). Multivariate Data Analysis. Sixth ed. Upper Saddle River: NJ: Prentice Hall.
Hamid, N.A.A. (2008). The Relative Importance of Trust and Usable Website Design in Building e-Loyalty Intention On Internet Banking. Communications of the IBIMA, 3: 101-113.
Hamid, N.R., McGrath, G.M. (2005). The Diffusion of Internet Interactivity on Retail Websites: A Customer Relationship Model. Communication of IIMA, 5(2), 35-46.
Haque, A., Sadeghzadeh, J., & Khatibi, A. (2006). Identifying Potentiality Online Sales In Malaysia: A Study On Customer Relationship Online Shopping. Journal of Applied Business Research, 22(4), 119-130.
Hart, C.W.L., Heskett, J.L., & Sasser, Jr., W.E. (1990). The Profitable Art of Service Recovery. Harvard Business Research, 148-156.
Hennig-Thurau, T., Gwinner, K.P., Walsh, G., & Gremler, D.D. (2004). Electronic Word-of-Mouth Via Consumer-Opinion Platforms: What Motivates Consumers to Articulate Themselves on the Internet? Journal of Interactive Marketing, 18(1), 38-52.
Henseler, J., Ringle, C.M., & Sinkovics, R.R. (2009). The Use of Partial Least Squares Path Modeling in International Marketing. Advances in International Marketing, 20, 277-319.
Jeong, M., & Lambert, C.U. (2001). Adaptation of an information quality framework to measure customers’ behavioral intentions to use lodging Website. International Journal of Hospitality Management, 20 (2), 129- 146.
Jones, T.O., & Sasser, Jr, W.E. (1995). Why Satisfied Customers Defect. Harvard Business Review.
Kantsperger, R., & Kunz, W.H. (2010). Consumer Trust in Service Companies: A Multiple Mediating Analysis. Managing Service Quality, 20(1), 4-25.
Kao, Y.F. (2010). e-Satisfaction of NTO’s Website Case Study: Singapore Tourism Board’s Taiwan Website.
Kate, S.T. (2009). Trustworthiness Within Social Networking Sites: A Study On the Intersection of HCI and Sociology. (Master thesis). Faculty of Economic and Business at the University of Amsterdam.
Khatibi, A., Thyagarajan, V., & Seetharaman, A. (2003). e-Commerce in Malaysia: Perceived Benefits and Barriers. VIKALPA, 28(3), 77-82.
Kim, D.J. (2012). An investigation of the effect of online consumer trust on expectation, satisfaction, and post-expectation. Information System E-Bus Manage, 10, 219-240.
Kim, M.J., Chung, N., & Lee, C.K. (2010). The Effect of Perceived Trust on Electronic Commerce: Shopping Online for Tourism Products and Services in South Korea. Tourism Management, 30, 1-10.
Kim, S.E., Shaw, T., & Schneider, H. (2003). Web Site Design Benchmarking Within Industry Groups. Internet Research: Electronic Networking Applications and Policy, 13(1), 17-26.
Kim, W.J., Ma, X., & Kim, D.J. (2006). Determinants of Chinese Hotel Customers’ e-Satisfaction and Purchase Intentions. Tourism Management, 27, 890-900.
Kim, Y.M., & Shim, K.Y. (2002). The Influence of Internet Shopping Mall Characteristics and User Traits on Purchase Intent. Irish Marketing Review, 15(2), 25-34.
Koo, D.M. (2006). The Fundamental Reasons of e-Consumers’ Loyalty to an Online Store. Electronic Commerce Research and Applications, 5,117-130.
LaBarbera, P.A., & Mazursky, D. (1983). A Longitudinal Assessment of Customer Satisfaction or Dissatisfaction: The Dynamics Aspect of the Cognitive Process. Journal of Marketing Research, 20, 393-404.
Lai, M.L., & Choong, K.F. (2010). Motivators, Barriers, and Concerns In Adoption of Electronic Filing System: Survey Evidence From Malaysian Professional Accountants. American Journal of Applied Science, 7(4), 562-567.
Lallmahamood, M. (2011). Privacy Over the Internet in Malaysia: A Survey of General Concerns and Preferences Among Private Individuals.
Liang, T.P., & Lai, H.J. (2002). Effect of Store Design on Consumer Purchases: An Empirical Study of Online Bookstores. Information and Management, 39, 431-444.
Lightner, N., Lightner, N.J., & Eastman, C. (2002). User Preference for Product Information in Remote Purchase. Journal of Electronic Commerce Research, 3(3), 174-186.
Lii, Y.S. (2009). A Model of Customer e-Loyalty in the Online Banking. Economics Bulletin, 29(2), 891-902.
Limayem, A., Hillier, M., & Vogel, D. (2003). Sophistication of Online Tourism Websites in Hong Kong: An Exploratory Study. In the Proceedings of the Americas Conference on Information Systems, 4-6 August, Tampa, USA.
Lim, Y.M., Yap, C.S., & Lau, T.C. (2010a). Online Search and Buying Behavior: Malaysian Experience. Canadian Social Science, 6(4), 154-166.
Lim, Y.M., Yap, C.S., & Lau, T.C. (2010b). Response to Internet Advertising Among Malaysian Young Consumers. Cross-Cultural Communication, 6(2), 93-99.
Lin, C.S., Tzeng, G.H., Chin, Y.C., & Chang, C.C. (2010). The Effect of Recommendation Sources and Consumer Involvement on Trust and Purchase Intention in Online and Offline Environments.
Lin, C.T. (2010). Examining e-Travel Sites: An Empirical Study In Taiwan. Online Information Review, 34(2), 205-228.
Lin, H.C. (2008). The Study of the Antecedents of Customer Loyalty on Internet Banking in Indonesia. (Master thesis). UFC, Indonesia.
Liu, C., & Arnett, K.P. (2000). Exploring the Factors Associated With Website Success in the Context of Electronic Commerce. Information and Management, 38, 23-33.
Lowengart, O., & Tractinsky, N. (2001). Differential Effects of Product Category on Shoppers’ Selection of Web-Based Stores: A Probabilistic Modeling Approach. Journal of Electronic Commerce Research, 2(4), 142-156.
Manganari, E.E., & Siomkos, G.J., & Vrechopoulos, A.P. (2009). Store Atmosphere In Web Retailing. European Journal of Marketing, 43(9/10), 1140-1153.
Marsico, M.D., & Levialdi, S. (2004). Evaluating Web Sites: Exploiting User’s Expectations. International Journal Human-Computer Studies, 60, 381-416.
McKnight, D.H., Choudhury, V., & Kacmar, C. (2002a). Developing and Validating Trust Measures for e-Commerce: An Integrative Typology. Information Systems Research, 13(3), 334-359.
Morgan, R.M., & Hunt, S.D. (1994). The Commitment-Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20-38.
Nah, F., & Davis, S. (2002). HCI Research Issue in e-Commerce. Journal of Electronic Commerce Research, 3(3), 98-113.
Nielsen, J. (1999). Designing Web Usability. New Riders Publishing, Indianapolis, Indiana USA.
Olson, J.R., & Boyer, K.K. (2005). Internet Ticketing in a Not-For-Profit, Service Organization: Building Customer Loyalty. International Journal of Operation & Production Management, 25(1), 74-92.
Osman, S., Chan, Y.F.B., & Choo, B.H. (2010). Undergraduate and Online Purchasing Behavior. Canadian Center of Science and Education, 6(10), 133-146.
Pennington, R., Wilcox, H.D., & Grover, V. (2003). The Role of System Trust In Business-to-Business Consumer Transactions. Journal of Management Information Systems, 20(3): 197-226.
Proctor R.W., Vu, K.P.L., Najjar, L.J., Vaughan, M.W., & Salvendy, G. (2003). Content Preparation and Management for e-Commerce Websites. Communications of the ACM, 46(12), 289-299.
Purosothuman, N.P. (2008). Key Determinants of Virtual Store Acceptance Among the Malaysians Consumers. (Master thesis). University of Malaya.
Ramayah, T., Samat, N., & Lo, M.C. (2011). Market Orientation, Service Quality, and Organizational Performance in Service Organizations in Malaysia. Asia-Pacific Journal of Business Administration, 3(1), 8-27.
Reibstein, D.J. (2002). What Attracts Customers to Online Stores, and What Keeps Them Coming Back? Journal of the Academy of Marketing Science, 30, 465-471.
Ribbink, D., van Riel, A.C., Liljander, V., & Streukens, S. (2004). Comfort Your Online Customer: Quality, Trust, and Loyalty on the Internet. Managing Service Quality, 14(5), 446-456.
Ridings, C.M., Gefen, D., & Arinze, B. (2002). Some Antecedents and Effects of Trust in Virtual Communities. Journal of Strategic Information Systems, 11, 271-295.
Rosen, D.E., & Purinton, E. (2004). Website Design: Viewing the Web as a Cognitive Landscape. Journal of Business Research, 57, 787-794.
Rusman, E., Van Bruggen, J., & Koper, R. (2007). Theoretical Framework For The Design And Development of A Personal Identity Profile Fostering Interpersonal Trust In Virtual Project Teams. Educational Technology Papers.
Sahadev, S., & Purni, K. (2008). Modelling the Consequences of e-Service Quality. Marketing Intelligence and Planning, 26(6), 605-620.
Sam, M.F.M., & Tahir, M.N.H. (2010). Website Quality and Consumer Online Purchase Intention of Air Ticket. International Journal of Basic and Applied Sciences, 9(10), 20-25.
Sekaran, U. (1992). Research Methods for Business: A Skill-Building Approach. New York: John Willey & Sons.
Shankar, V., Smith, A.K., & Rangaswamy, A. (2002). Customer Satisfaction and Loyalty in Online and Offline Environments. International Journal of Research in Marketing, 20(2), 153-175.
Sinha, R., Hearst, M., Ivory, M., & Draisin, M. (2001). Content or Graphics? An Empirical Analysis of Criteria for Award-Winning Websites.
So, M.W.C., & Sculli, D. (2002). The Role of Trust, Quality, Value, and Risk in Conducting e-Business. Industrial Management and Data Systems, 102(9), 503-512.
Stringam, B.B., & Gerdes Jr, J. (2010). Are Pictures Worth A Thousand Room Nights? Success Factors for Hotel Website Design. Journal of Hospitality and Tourism Technology, 1(1), 30-49.
Suganthi., Balachandher., & Balachandran. (2010). Internet Banking Patronage: An Empirical Investigation of Malaysia. Journal of Internet Banking and Commerce.
Suki, N.M., Ahmad, M.I., & Thyagarajan, V. (2010). Motivation and Concern Factors for Internet Shopping: A Malaysian Perspective.

Sulaiman, A., Ng, J., & Mohezar, S. (2008). e-Ticketing as a New Way of Buying Tickets: Malaysian Perceptions. Journal of Social Science, 17(2), 149-157.
Surjadjaja, H., Ghosh, S., & Antony, J. (2003). Determining and Assessing the Determinants of e-Service Operations. Managing Service quality, 13(1), 39-53.
Syahrul, N.J., & Sidi, J. (2005). Improving Product Display of e-Commerce Website Through Aesthetics, Attractiveness, and Interactivity. In the Proceedings of the 4th International Conference on IT in Asia, CITA 2005, Kuching, Sarawak, Malaysia. pp. 23-27, 2005.
Tan, G.W., & Wei, K.K. (2006). An Empirical Study of Web Browsing Behaviour: Towards An Effective Website Design. Electronic Commerce Research and Applications, 5, 261-271.
Tarafdar, M., & Zhang J. (2008). Determinants of Reach and Loyalty – A Study of Website Performance and Implications for Website Design. Journal of Computer Information Systems, 16-24.
The Free Encyclopedia. Putrajaya.
Verhagen, T., & Van Dolen, W. (2009). Online Purchase Intentions: A Multi-Channel Store Image Perspective. Information & Management, 46, 77-82.
Vrechopoulos, A.P., O’Keefe, R.M., Doukidis, G.I., & Siomkos, G.J. (2004). Virtual Store Layout: An Experimental Comparison in the Context of Grocery Retail. Journal of Retailing, 80(1), 13-22.
Walter, A., Mueller, T.A., Helfert, G., & Walter, A. (2000). The Impact of Satisfaction, Trust, and Relationship Value on Commitment: Theoretical Considerations and Empirical Results.
Wang, C.Y., & Wu, L.W. (2010). Perceived Value, Corporate Image and Customer Loyalty in the Context of Varying Levels of Length of Relationship.
Wang, Y.D., & Emurian, H.H. (2005). An Overview of Online Trust: Concepts, Elements, and Implications. Computers in Human Behavior, 21, 105-125.
Weiser, E.B. (2000). Gender Differences in Internet Use Patterns and Internet Application Preferences: A Two Comparison. Cyber Psychology & Behavior, 3(2), 167-178.
Yousafzai, S.Y., Pallister, J.G., & Foxall, G.R. (2005). Strategies for Building and Communicating Trust in Electronic Banking: A Field Experiment. Psychology and Marketing, 22(2), 181-201.
Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery Through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academic of Marketing Science, 30(4), 358-371.

Copyright: © 2014 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
This article is published under the Creative Commons Attribution (CC BY 4.0) license. Anyone may reproduce, distribute, translate and create derivative works of this article (for both commercial and non-commercial purposes), subject to full attribution to the original publication and authors. The full terms of this license may be seen at: http://creativecommons.org/licences/by/4.0/legalcode