Customer self-service systems: The effects of perceived Web quality with service contents on enjoyment, anxiety, and e-trust

摘要

Trust (integrity, benevolence, and ability) is the central dimension of e-commerce systems adoption. Based on customer self-service systems and human–computer interaction logics, affective variables are important research issues to fully understand the relationship between information systems development and e-trust. In this paper, the effects of the perceived Web quality with service contents on e-trust, mediated by the website user's affective variables (enjoyment and anxiety), are tested and discussed (n = 325). Flow, social contract, social cognitive, resource allocation, and trust theories are discussed in the paper to support the proposed hypotheses. Theoretical and practical implications of these findings are also discussed.