A multidimensional trust formation model in B-to-C e-commerce: A conceptual framework and content analyses of academia/practitioner perspectives

A multidimensional trust formation model in B-to-C e-commerce: A conceptual framework and content analyses of academia/practitioner perspectives

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Article ID: iaor20061267
Country: Netherlands
Volume: 40
Issue: 2
Start Page Number: 143
End Page Number: 165
Publication Date: Aug 2005
Journal: Decision Support Systems
Authors: , , ,
Keywords: e-commerce
Abstract:

What dimensions can be identified in the trust formation processes in Business-to-Consumer (B-to-C) electronic commerce (e-commerce)? How do these differ in importance between academia and practitioners? The purpose of this research is to build a model of multidimensional trust formation for online exchanges in B-to-C electronic commerce. Further, to study the relative importance of the dimensions between two expert groups (academics and practitioners), two semantic network and content analyses are conducted: one for academia's perspectives and another for practitioners' perspectives of trust in B-to-C electronic commerce. The results show that the two perspectives are divergent in some ways and complementary in other ways. We believe that the two need to be combined to represent meaningful trust-building mechanisms in websites.

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