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The relationship between online trust, customer engagement and EWOM

Author

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  • Nguyen Ngoc Dan Thanh

    (Ho Chi Minh City Open University, Vietnam)

  • Nguyen Thuy Binh

    (KBM company, Vietnam)

Abstract

This study aims to investigate the influence of e-quality and online trust on customer engagement and e-word of mouth. In particular, this study explored and analyzed a relatively new relationship, the impact of customer engagement on e-word of mouth. The measurement model and conceptual model describing the relationships hypothesized in the study was evaluated, based on responses from 370 online purchasing customers who are students or office workers in Ho Chi Minh City. E-quality has a direct impact on online trust, which impacts online customer engagement of customers and e-word of mouth. Online trust has a direct effect on customer engagement and e-word-of-mouth. In particular, online engagement impacts on e-word of mouth. This study provides not only theoretical and practical meaning, and enables companies to realize the importance of customer engagement and e-word of mouth but also a number of solutions to help businesses build and increase their customer engagement and positive e-word of mouth.

Suggested Citation

  • Nguyen Ngoc Dan Thanh & Nguyen Thuy Binh, 2019. "The relationship between online trust, customer engagement and EWOM," HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE - ECONOMICS AND BUSINESS ADMINISTRATION, HO CHI MINH CITY OPEN UNIVERSITY JOURNAL OF SCIENCE, HO CHI MINH CITY OPEN UNIVERSITY, vol. 9(1), pages 128-149.
    • Handle: RePEc:bjw:econen:v:9:y:2019:i:1:p:128-149
    DOI: 10.46223/HCMCOUJS.econ.en.9.1.180.2019
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    References listed on IDEAS

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    3. Lin, Hsiu-Fen, 2011. "An empirical investigation of mobile banking adoption: The effect of innovation attributes and knowledge-based trust," International Journal of Information Management, Elsevier, vol. 31(3), pages 252-260.
    4. Morgan-Thomas, Anna & Veloutsou, Cleopatra, 2013. "Beyond technology acceptance: Brand relationships and online brand experience," Journal of Business Research, Elsevier, vol. 66(1), pages 21-27.
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