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Reviews, trust, and customer experience in online marketplaces : the case of Mercado Libre Colombia

dc.contributor.authorPeña García, Nathalie
dc.contributor.authorLosada Otálora, Mauricio
dc.contributor.authorAuza, David Pérez
dc.contributor.authorCruz, María Paula
dc.date.accessioned2025-02-25T20:43:31Z
dc.date.available2025-02-25T20:43:31Z
dc.date.issued2024-09-17
dc.identifier.issn2297-900X
dc.identifier.urihttp://hdl.handle.net/10726/5777
dc.language.isoeng
dc.publisherFrontiers Media S.A.
dc.titleReviews, trust, and customer experience in online marketplaces : the case of Mercado Libre Colombiaeng
dc.typearticle
dc.rights.accessrightsinfo:eu-repo/semantics/openAccess
dc.identifier.localArt004
dc.rights.localAbierto (Texto Completo)
dc.type.versioninfo:eu-repo/semantics/acceptedVersion
dc.identifier.instnameinstname:Colegio de Estudios Superiores de Administración – CESA
dc.identifier.reponamereponame:Biblioteca Digital – CESA
dc.identifier.repourlrepourl:https://repository.cesa.edu.co/
dc.description.abstractenglishPurpose: The research focuses on the crucial role of online reviews in shaping consumer trust in e-commerce platforms, examining the impact of perceived authentic and fake reviews on purchasing decisions and platform reputation. It assesses how consumers perceive review authenticity and quality and their effects on trust levels in reviews, marketplaces, and reputation systems. It also explores the relationship between trust forms and overall experiences. Design/methodology: A quantitative approach is employed, utilizing a questionnaire distributed to recent Mercado Libre buyers. To test hypotheses, data from 326 valid responses are analyzed using confirmatory factor analysis and Partial Least Squares Structural Equation Modeling (PLS-SEM). Findings: Findings reveal that fake review perception negatively affects trust in rating systems, while high-quality reviews positively influence all trust forms. Customer experience is directly impacted by trust in marketplaces and rating systems, indicating a mediation effect of trust in the rating system on the relationship between fake review perception and customer experience. Research limitations/implications: Limitations include using a convenience sample and focusing on trust in the rating system rather than reviews or the marketplace, suggesting avenues for future research. Practical implications include recommendations to ensure review quality, enhance rating system controls, and promote review usage in the purchase process. Originality: The study addresses a timely and relevant gap in understanding the impact of reviews on e-commerce trust, particularly within the context of Latin America and Mercado Libre’s dominance in the region’s e-commerce landscape.eng
dc.type.coarhttp://purl.org/coar/resource_type/c_2df8fbb1
dc.relation.citationvolume9
dc.contributor.orcidPeña García, Nathalie [0000-0002-6594-5940]
dc.contributor.orcidLosada Otálora, Mauricio [0000-0002-1791-9086]
dc.type.driverinfo:eu-repo/semantics/article
dc.type.redcolhttp://purl.org/redcol/resource_type/ART
dc.type.coarversionhttp://purl.org/coar/version/c_71e4c1898caa6e32
dc.contributor.scopusPeña García, Nathalie [57202849705]
dc.contributor.scopusLosada Otálora, Mauricio [55695829400]
dc.contributor.scopusAuza, David Pérez [59360120900]
dc.contributor.scopusCruz, María Paula [59360433500]
dc.description.orcidhttps://orcid.org/0000-0002-6594-5940
dc.description.orcidhttps://orcid.org/0000-0002-1791-9086
dc.description.scopushttps://www.scopus.com/authid/detail.uri?authorId=57202849705
dc.description.scopushttps://www.scopus.com/authid/detail.uri?authorId=55695829400
dc.description.scopushttps://www.scopus.com/authid/detail.uri?authorId=59360120900
dc.description.scopushttps://www.scopus.com/authid/detail.uri?authorId=59360433500
dc.identifier.eissn0
dc.relation.ispartofjournalFrontiers in Communication
dc.identifier.doihttps://doi.org/10.3389/fcomm.2024.1460321
dc.subject.proposalTrust
dc.subject.proposalFake reviews
dc.subject.proposalCustomer experience
dc.subject.proposalMarketplace


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