In the model of the e-loyalty development process proposed by Kim, Jin, and Swinney (2009), it is stated that e-trust has a strong moderating impact on the relationship between e-quality – including fulfillment/reliability, responsiveness, and security/privacy – and e-service satisfaction.
Kim et al. (2009) illustrate the model of e-loyalty development process which is began that e-trust has a strong moderating effect on the relationship between e-service quality including information quality, customer service, and security/privacy.