The present study utilised the Expectation-Confirmation Theory (ECT) as a theoretical framework to examine the temporal development of customer trust, satisfaction, and repurchase intent. In subsequent phases of the ECT, the significance of expectations in influencing customers’ attitudes towards confirmed trust and satisfaction was emphasised. The Trust-based Expectation-Confirmation model was therefore proposed to study trust at the appropriate level of abstraction to capture and analyse the relationships between Expected Trust, Perceived Trust, and the Confirmation of Expected Trust. The evaluation of the proposed ECT Trust-based model was conducted through a web-based survey with 559 participants, aiming to examine the direct and indirect approaches of measuring the Confirmation phase. Both approaches were found to be problematic in terms of the gap between the Perceived and Expected construct measured, which cannot be adjusted by the middle point on the Likert scale when using the direct approach either. This research article proposes the Indexed Approach as a new relevant assessment approach to transform data gathered from participants, which were measured throughout the Expectation and Perceived Performance stages, into a common format that could be used to determine each participant’s Confirmation. In order to validate the Indexed Approach, PLS path modelling evaluation and comparison for each approach were conducted; the results indicated that the Indexed Approach was the superior alternative to the direct and indirect approaches for transformation confirmation data to be used in the ECT model.

本研究利用期望确认理论（ECT）作为理论框架来研究客户信任、满意度和重复购买意愿的时间发展。在 ECT 的后续阶段，强调了期望在影响客户对确定的信任和满意度的态度方面的重要性。因此，提出基于信任的期望确认模型来研究适当抽象级别的信任，以捕获和分析预期信任、感知信任和预期信任确认之间的关系。对拟议的 ECT 基于信任的模型的评估是通过一项有 559 名参与者参与的网络调查进行的，旨在检查测量确认阶段的直接和间接方法。两种方法都被发现在测量的感知和预期结构之间的差距方面存在问题，在使用直接方法时也无法通过李克特量表的中间点进行调整。本文提出索引方法作为一种新的相关评估方法，用于将从参与者收集的数据（在整个期望和感知绩效阶段进行测量）转换为可用于确定每个参与者的确认的通用格式。为了验证索引方法，对每种方法进行了 PLS 路径建模评估和比较；结果表明，对于 ECT 模型中使用的转换确认数据，索引方法是比直接和间接方法更好的替代方法。