DSpace at VNU: Trust and commitment in online shopping in Vietnam, antecedents and consequences

Trust and commitment in online shopping in Vietnam, antecedents and consequences Nguyễn Thành Trung Hiếu Khoa Quản trị Kinh doanh Luận văn Thạc sĩ ngành: Quản trị kinh doanh; Mã số: 60 34 05 Người hướng dẫn: Dr Trần Doãn Kim Năm bảo vệ: 2011 Keywords Quản trị kinh doanh; Thương mại điện tử; Mua sắm Content TABLE OF CONTENTS ACKNOWLEGEMENT i ABSTRACT ii TÓM TẮT iv TABLE OF CONTENTS vi LIST OF TABLES viii LIST OF FIGURES ix CHAPTER INTRODUCTION 1.1 BACKGROUND 1.2 PURPOSES AND RESEARCH QUESTIONS 1.3 METHODOLOGY 1.4 DEFINITIONS CHAPTER 2: LITERATURE REVIEW 2.1 CUSTOMER RELATIONSHIP MANAGEMENT 2.1.1 Trust 2.1.2 Commitment 11 2.1.3 Loyalty 16 2.1.4 Retention 17 2.1.5 The relationship among commitment, trust, loyalty and retention 17 2.2 METHOD OF STATISCAL ANALYSIS 24 2.2.1 Correlation analysis 24 2.2.2Multiple Regression 24 CHAPTER 3: METHODOLOGY 30 3.1 RESEARCH STRATEGY 30 3.2 DATA COLLECTION METHOD 32 3.2.1 Sample size 32 3.2.2 Questionnaire design 33 3.2.3 Data collection 36 3.3 DATA ANALYSIS 37 3.3.1 Measurement of variables 37 3.3.2 Independent variables 37 3.3.3 Dependent Variables 38 3.3.4 Methods of data analysis 39 CHAPTER 4: FINDINGS AND CONCLUSION 40 4.1 DESCRIPTIVE STATISTICS 40 4.2 CORRELATIONS 41 4.3 HYPOTHESIS TESTING 42 4.3.1 The determinants of Trust 43 4.3.2 The determinants of Commitment 45 4.3.3 The determinants of Customer Loyalty 48 4.3.4 The determinants of Customer Retention 54 CHAPTER 5: CONCLUSION AND RECOMMENDATIONS 62 5.1 DISCUSSION 62 5.2 IMPLICATIONS 65 5.3 RECOMMEDATIONS 67 5.3.1 Further research 67 5.3.2 For e-commerce in Vietnam 68 REFERENCES .89 References • Allen N J and Meyer J P (1990), The measurement and antecedents of affective, continuance and normative commitment to the organization • Babbie E R (2007), The practice of Social Research, 11th edition, United Stated of America: Thomson Learning • Bennett R and Gabriel H (2001), Reputation, Trust and Supplier commitment: The case of shipping company/seaport relationship Journal of Business and Industrial marketing, Vol 16, No 6, pp 424-438 • Cohen J., Cohen P., West S G and Aiken L S (2003), Applied Multiple Regression/ Correlation Analysis for the Behavioral Sciences 3rd edition, United States of America: Lawrence Erlbaum Associates, Inc • D Gefen, E-commerce: the role of familiarity and trust, Omega 28 (2000) (6), pp 725-737 • Eastlick M A., Lotz S L and Warrington P (2006), Understanding online B-to-C • relationships: An integrated model of privacy concerns, trust and commitment, Journal of Business Research, Vol 59, pp 877-886 • Field A (2005), Discovering statistics using SPSS, 2nd edition, Great Britain: SAGE • Garbarino E and Johnson S M (1999), The different roles of satisfaction, trust, and commitment in customer relationships Journal of Marketing, Vol, 63, No 2, pp 7087 • Gefen D., Karahanna E and Straub D W (2003), Trust and TAM in online shopping: An integrated model MIS Quarterly, Vol 27, No 1, pp.51 - 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