Citation

Fong, Stany Wee Lian and Kian, Tan Pei and Yeo, Sook Fern (2026) E-Servicescape Impact on Website Trust. In: Intelligent Governance in the Big Data Era. Springer Nature Link, pp. 29-34. ISBN 978-3-032-14697-7, 978-3-032-14698-4

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Abstract

Consumer trust in websites has emerged as a crucial factor in determining the success of e-commerce in the increasingly digitalized marketplace. This study examines how Malaysian online shoppers’ trust in websites is affected by important e-servicescape dimensions, including online aesthetic appeal, online layout and functionality, online financial security, and online privacy policy. Using survey data gathered via an online questionnaire, a quantitative, deductive approach was used, building upon the servicescape framework. The overall model was significant, accounting for 31.3% of the variance in website trust, according to multiple linear regression analysis. The results indicate that while online financial security showed a negative relationship with trust, online aesthetic appeal and online privacy policy had a strong positive impact. The impact of online functionality and layout was not statistically significant. These findings demonstrate the increasing significance of emotional and experiential design components over fundamental functionality in the development of online trust. In the context of e-commerce trust, the study expands on the e-servicescape model and provides useful advice for online merchants looking to boost customer confidence through thoughtful website design and open data practices.

Item Type:	Book Section
Uncontrolled Keywords:	E-servicescape, Trust, E-commerce
Subjects:	H Social Sciences > HF Commerce > HF5001-6182 Business
Divisions:	Faculty of Business (FOB)
Depositing User:	Ms Suzilawati Abu Samah
Date Deposited:	05 Jun 2026 05:39
Last Modified:	08 Jun 2026 08:40
URII:	http://shdl.mmu.edu.my/id/eprint/16029

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