E-Commerce: A Trust Perspective.

Patricia Lanford

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Privacy, Security, and Data Protection

Abstract

Research has shown trust is key to the success of electronic commerce [8] [11] [41]. However, the question of how trust is obtained and sustained online has yet to be answered. What is it that makes an online store trustworthy to consumers? This paper discusses a new and unique observational study conducted to aid in understanding the role of trust in an online shopping experience. This paper reviews the current literature regarding trust and online shopping and discusses the observational study, its findings and conclusions.

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References

1996Trust: The Social Virtues and the Creation of Prosperity 2002Consumer Trust, Value, and Loyalty in Relational Exchanges 1985Trust as a Social Reality 1993Factors Affecting Trust in Market Research Relationships 1999Building consumer trust online 2006Consumer Trust in an Internet Store: A Cross-Cultural Validation 1995Trust and the virtual organization 1996The Internet and International Marketing

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2014Key drivers of services website loyalty

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