The role of trust and privacy concerns in using social media for e-retail services: the moderating role of COVID-19

Alzaidi, MS and Agag, G ORCID: https://orcid.org/0000-0002-5513-0828, 2022. The role of trust and privacy concerns in using social media for e-retail services: the moderating role of COVID-19. Journal of Retailing and Consumer Services, 68: 103042. ISSN 0969-6989

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Abstract

The COVID-19 pandemic has disrupted the customers habits of purchasing as well as shopping behaviours. This study seeks to develop an integrated model of the critical role of trust and privacy concerns in influencing consumers purchase behaviour through social media. It also explored the moderating role of COVID-19 on these relationships. Quantitative data were collected using survey strategy through questionnaires to address different levels of the study. Our proposed model was tested with 1,200 consumers, 600 prior to COVID-19 and 600 during COVID-19. Partial Least Squares Structural Equation Modelling was conducted to assess the hypotheses. The findings revealed that purchase intention depends on trust and privacy concerns. Information quality, security concerns, ease of use, privacy/security assurance seal, and disposition to third party certification are the main drivers of trust and privacy concerns. Furthermore, our proposed model during COVID-19 period has higher explanator power (R2 = 0.741) than before COVID-19 period (R2 = 0.603 and consumers buying behaviour has been increased during COVID-19. The results offer important implications for retailers and are likely to stimulate further research in the area of purchase behaviour through social media.

Item Type:	Journal article
Publication Title:	Journal of Retailing and Consumer Services
Creators:	Alzaidi, M.S. and Agag, G.
Publisher:	Elsevier
Date:	September 2022
Volume:	68
ISSN:	0969-6989
Identifiers:	Number Type 10.1016/j.jretconser.2022.103042 DOI S0969698922001357 Publisher Item Identifier 1558034 Other
Rights:	© 2022 the authors. Published by Elsevier Ltd. This is an open access article under the CC BY license (http://creativecommons.org/licenses/by/4.0/).
Divisions:	Schools > Nottingham Business School
Record created by:	Jonathan Gallacher
Date Added:	04 Jul 2022 08:24
Last Modified:	04 Jul 2022 08:26
URI:	https://irep.ntu.ac.uk/id/eprint/46548

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