The individual performance outcome behind e-commerce: Integrating information systems success and overall trust

Abstract

Purpose

While most e-commerce studies focus on the understanding of online customer behaviour, mainly adoption and purchase behaviours. The purpose of this paper is to examine the relationship between e-commerce and individual performance. The authors test the role of systems, information and service quality in e-commerce use and user satisfaction. Trust may become an important aspect for a consumer’s decision making, based on this the authors identify the effect of the role of trust on e-commerce use, user satisfaction and its impact on individual performance. This research has theoretical and managerial implications, since the protagonism of e-commerce is increasing in both academia and industry.

Design/methodology/approach

The authors apply a research model that integrates information systems success dimensions and user behaviour in the form of trust. The empirical approach was based on an online survey questionnaire of 437 individuals from Portugal.

Findings

The results reveal that overall quality and overall trust are important to explain use and user satisfaction in the context of e-commerce, which further leads to individual performance. The findings indicate that a higher level of use and user satisfaction increase individual performance.

Originality/value

The authors integrate information systems success dimensions and overall trust to understand the significance of e-commerce individual performance. The authors expect the results to enrich the understanding of the importance of considering both technological and behavioural factors to increase the success of e-commerce.

Citation

Tam, C., Loureiro, A. and Oliveira, T. (2020), "The individual performance outcome behind e-commerce: Integrating information systems success and overall trust", Internet Research, Vol. 30 No. 2, pp. 439-462. https://doi.org/10.1108/INTR-06-2018-0262