A Theoretical Framework for Consumer Trust Formation in E-Commerce: Integrating Technological, Behavioral, and Service Quality Perspectives

Author(s)	Dr. Abhishek Shrivastava
Country	India
Abstract	The growth of e-commerce has transformed traditional retail by enabling consumers to engage in borderless, technology-driven transactions. However, despite this exponential expansion, the sustainability of online markets fundamentally depends on consumer trust, which remains fragile due to perceived risk, privacy concerns, and service quality inconsistencies. This conceptual study develops an integrated theoretical framework that synthesizes insights from the Technology Acceptance Model (TAM), Expectation-Confirmation Theory (ECT), and Trust-Commitment Framework to explain trust formation and continuance intention in e-commerce environments. The proposed model positions technological attributes (ease of use, security, website quality), behavioral factors (perceived value, satisfaction, prior experience), and service quality dimensions (responsiveness, reliability, assurance) as key antecedents of consumer trust. The paper contributes to e-commerce literature by unifying fragmented perspectives into a coherent conceptual structure that can guide empirical research and managerial practice.
Keywords	E-Commerce, Consumer Trust, Technology Acceptance Model, Service Quality, Conceptual Framework, Online Consumer Behavior
Published In	Volume 16, Issue 4, October-December 2025
Published On	2025-10-17

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