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The current study examines the factors that affect trust and donation intention in donation-based crowdfunding.

The present study utilized web-based questionnaires to examine the donation intention of Malaysian donors in donation-based crowdfunding, employing the information system success (ISS) framework. The collected data were investigated using partial least square structural equation modeling (PLS-SEM).

The findings of the study indicate that information quality, service quality and system quality have a significant positive effect on trust in donation-based crowdfunding. Additionally, donation intention in donation-based crowdfunding is significantly and positively influenced by information quality, service quality and trust.

The study’s results can be used by donation-based crowdfunding platforms to enhance their information, service and system quality to increase donor trust and intention to donate, including improving the platform’s design, navigation, aesthetics, comprehensibility of content, providing timely customer support and regularly updating and maintaining the system.

By exploring the relationship between information quality, service quality, system quality, trust and donation intention, this study contributes to the existing knowledge on donors’ behavior in crowdfunding.

The peer review history for this article is available at: https://publons.com/publon/10.1108/IJSE-04-2023-0291