The role of structural assurance on previous satisfaction, trust and continuance intention: The case of online betting

Abstract

Purpose: Varied accounts exist regarding the role of trust and satisfaction in online continuance intention and contexts within which this occurs. The purpose of this paper is to consider the moderating effect of structural assurance (SA) on satisfaction and trust and trust and continuance intention in a pure e-service context (online betting). Design/methodology/approach: UK online bettors were surveyed with an instrument developed using validated variables and measurements, including continuance intention, satisfaction, trust (in vendor) and SA. Structural equation modeling with partial least squares was used to evaluate the measurement and structural model simultaneously. Findings: SA positively moderates the trust–continuance intention relationship but not the satisfaction–trust relationship. SA is positively associated with trust. Research limitations/implications: The study contributes to research focused on exploring the moderating effects of trust and satisfaction on continuance intention where institution-based mechanisms are perceived to be effective and framed to assure success. Practical implications: An over-reliance on context-specific mechanisms is inadequate; strategic approaches to trust must consider contextual and institutional mechanisms interdependently. Originality/value: The paper addresses the need for research relating to the institutional context within which trust mechanisms operate. This research provides a novel contribution through an exploration of the moderating effects of SA on: trust and continuance intention; and satisfaction and trust (the authors also measure the direct effect of SA on trust). This paper is one of the first studies to examine these important concepts in this context. The online betting case allows for the exploration of risk where vendor-specific and contextual risk are both high.