Assessing the impact of e-commerce on individual performance : integrating information system’s success measures and overall trust

Abstract

E-commerce is changing the way we buy. From amazing flow experience to outstanding customer support, all with integrated security and payment systems, shopping online has never been so easy. But what exactly are the benefits for individuals within these magic 3-click distance purchases? This study aims to fill in the extant gap in the literature about the relationship between ecommerce and individual performance, as well as contributing to a new consistent research model that integrates information systems success dimensions and user behaviour in the form of trust. Data collected from 437 questionnaires provide strong support for the research model. Results show that overall quality and overall trust are important to explain use and user satisfaction in the context of ecommerce, which further leads to individual performance. Our findings indicate that a higher level of use and user satisfaction increase individual performance. We expect that this study can enrich the understanding of the importance of considering both technological and behavioural factors to increase the success of e-commerce. Implications for theory and practice and suggestions for future research are also discussed.