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Building Trust in Online Customers

Authors: George M. Coles; William J. Smart;

Building Trust in Online Customers

Abstract

Although significant progress has been made towards securing the Internet environment, many consumers remain reluctant to participate in making on-line purchases. Cyber-crime continues to have a negative influence upon the uptake and acceptance of E-Commerce by consumers. As a result commercial website operators are faced with the problem of overcoming user distrust in the systems. The main argument put forward in this paper is that a consumer's trust depends more upon traditional marketing strategies than it does upon their beliefs in the security of on-line systems. In many cases these issues have been overlooked by web developers and vendors alike. The main conclusions of the study indicate that website design can have a positive effect on aconsumer's willingness to purchase from a website. Much responsibility for reinforcing trust in consumers lies with web developers. This can be achieved by making efforts to educate and engender trust in visitors through the overall design and informational content of the website itself and through the careful selection and combination of website design components.

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selected citations
These citations are derived from selected sources.
This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Citations provided by BIP!
popularity
This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.
BIP!Popularity provided by BIP!
influence
This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).
BIP!Influence provided by BIP!
impulse
This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.
BIP!Impulse provided by BIP!
0
Average
Average
Average
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