Privatnost i sigurnost u elektroničkom poslovanju

Consumer distrust and concerns, mainly in regards to the protection of their private information and risk of being exposed to online frauds, have been the main obstacles in online commerce. This paper analyzes some of the most significant aspects of trust in e-commerce, with a focus on online security and privacy issues. With all the potential that e-commerce provides to both companies and consumers, it is in the interest of the company to increase trust among its online users. Some of the most common online crimes are analyzed and practical guidelines to achieving trust in the online environment are provided.Glavna je prepreka za elektroničko poslovanje nepovjerenje kupaca prema internetu. Ono proizlazi iz činjenice da su zabrinuti kako se koriste njihovi osobni podaci, ali i zbog rizika od izlaganja prijevari na internetu. Ovaj rad analizira neke od najvažnijih aspekata povjerenja u e-poslovanju, osobito pitanje sigurnosti i privatnosti. Uz sav potencijal koji e-poslovanje pruža svim sudionicima u ovom procesu, u interesu je poduzeća da steknu povjerenje svojih potrošača. Analizirani su i neki od najčešćih oblika kriminala na internetu, a date su i upute kako steći povjerenje u internetskom okruženju

Emerging trust implications of data-rich systems

Pervasive technologies are enabling an increasingly data-rich world that is mediated through a broad spectrum of often highly interdependent systems. The data science surrounding these systems is rapidly transforming nearly every aspect of our lives. But how trustworthy are the systems and data upon which we have come to rely? This article explores the complex collaborations and interdependencies that mediate trust-formation and examines six challenges in generating and sustaining trust in the context of data-rich systems

Effects of perceived privacy protection: does reading privacy notices matter?

Many consumers do not read privacy notices despite the fact that websites post privacy notices to address consumers\u27 long-standing concerns about privacy protection on the internet. To understand why consumers do not read privacy notices and the impact of reading (or not reading) privacy notices on the found effect of privacy notices, data were collected from 137 readers of privacy notices and 97 non-readers of privacy notices. This research\u27s test of the moderating effects of reading (or not reading) privacy notices found that perceived privacy protection positively affected trust and negatively affected perceived information risk and that the negative effect of perceived privacy protection on perceived information risk became stronger for privacy notice readers. This research also developed a typology of reasons why consumers read and do not read privacy notices

Individual trust and the internet

The emergence of Web 2.0 technologies and associated services heralded a second generation of the Internet emphasising collaboration and sharing amongst users. This resulted in a seismic shift in the relationship between individual consumers and firms but also between individual consumers and the Internet as a system. Consumers, not firms, became an emerging locus of value production and through the ability to publish and connect with known and unknown others, an emerging locus of power (Berthon, Pitt, Plangger, & Shapiro, 2012). Powered by broadband telecommunications and device connectivity, the intensity of these changes was further deepened by being freed from the desktop to the mobile web. We are more connected now than ever before. The high levels of societal interconnectedness encouraged by the internet have made trust an even more vital ingredient in today’s society (Hardin, 2006). The more recent development of Web 3.0 technology emphasises ubiquitous connectivity and a machine-facilitated understanding of information that may once more change the locus of activity, value production and control. In order to keep pace with the issues of contemporary society, trust researchers must consider the how trust relationships and perceptions operate and are influenced by the online environment. This chapter will discuss how traditional trust concepts translate to the online context and will examine empirical literature on online trust at three different levels. Interpersonal trust between individuals using the internet as a medium for communication is particularly relevant in a world where personal and professional relationships are increasingly mediated by technology. We will also discuss the role of the internet in relationships between individuals and organisations with particular attention to the provision of e-services. Finally, we discuss trust in the system of the internet itself as a distributed connected infrastructure made up of indirect system service providers which are often nameless or in the background. Our focus in the chapter is on individual trust in other individuals, organisations and the system of the internet itself. Trust from the perspective of the organisation may also be of interest to trust scholars. This includes issues relating to organisational trust in individuals, inter-organisational trust, and organisational trust in the system of the Internet itself however these topics are outside of the scope of this chapter (see Perks & Halliday, 2003; Ratnasingam, 2005)

Online servicescape dimensions as predictors of website trust in the South African domestic airline industry

Increased costs, competition and a dynamic environment have led to South African domestic airlines relying more on their own websites as outlets for airline tickets. Customers’ e-commerce uptake with respect to buying airline tickets online has been slow, attributed mostly to a lack of website trust. A well-designed online servicescape has been identified as an important contributor to website trust by several authors, but not yet in this particular context or industry. This study investigates the extent to which three online servicescape dimensions predict website trust in the South African domestic airline industry. A quantitative and descriptive research design was followed, and 300 responses were collected through self-administered questionnaires from domestic airline passengers who had purchased an airline e-ticket from a website. A multiple regression analysis indicates that online financial security is the best predictor of website trust, followed by layout and functionality and aesthetic appeal. Consequently, it is recommended that South African domestic airlines that wish to cultivate website trust should focus primarily on enhancing the online financial security of their websites, followed by customising the layout and functionality of their websites, and lastly improving aesthetic appeal by increasing the entertainment value of their websites.Key words: aesthetic appeal, domestic airline industry, layout and functionality, online financial security, online servicescape, servicescape dimensions, website trus

Do we bank on regulation or reputation? A meta-analysis and meta-regression of organizational trust in the financial services sector

Purpose: – Trust in financial institutions has been eroded through the collapse of mortgage-related securities, with confidence further denuded through well publicized cases of rogue traders and rate fixing cases, such as with the Lehman brothers, the Libor rate-fixing scandals, and the hypo real estate breakdown. In response to these events, governments have introduced a range of distinct policy initiatives designed to restore trust in this sector. Thus, the question arises: are these regulations and control mechanisms sufficient in isolation, or are there other elements that this sector needs to pay attention to in efforts to build and sustain customers’ trust? The paper aims to discuss these issues. Design/methodology/approach: – There is a compelling agenda for both financial organizations and academics to understand better organizational trust in this context especially the role and impact of regulatory mechanisms in its development and repair. The paper therefore examines the special facets of the financial services sector in comparison to other sectors, such as manufacturing, to consider whether trust is fundamentally different in this context than others, and thus address how far there are special challenges concerning trust and the banking industry. The paper analyses, by using a meta-analytical design, 93 studies (N=38,631), of which 20 empirically investigate organizational trust in the financial sector with a combined N of 11,224 respondents. Findings: – The paper shows that the banking sector is heavily affected by two distinct forces: first, customers’ perception of an organization's level of compliance and conformity with laws and regulations is a necessity for banks’ sociopolitical legitimization, and second it is also related to how non-compliance is dealt with. Importantly, this meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements of significance: customers require direct evidence, derived either from their own or others’ satisfaction with the goods or services provided, and customers do take note of the external endorsement of the firm, especially in Asia, where customers place huge emphasis on the firm's reputation. Research limitations/implications: – First, meta-analysis is inherently reliant on the earlier studies and therefore retains their weaknesses. Some of the relationships included self-report variables collected at the same point in time and therefore may be inflated by common method bias. Second, due to the focus and because of the limited number of studies in this sector, and a paucity of attention on some key topics, such as perceptions of regulation, second-order sampling error may also be a limitation. Third, some relationships were not investigated frequently enough in studies to enable us to include them in the review, such as cooperation, opportunistic behaviour or quality. Finally, despite calls for trust scholars to include propensity to trust measures within their studies, many of these studies do not include this measure and therefore it is more difficult to identify and control individual difference factors. Practical implications: – The results show the merit of multi-strand trust development strategies. There is a striking paucity of financial institutions, which have examined how far their trust deficit may be related to their internal culture, and whether recent corporate corruption could be the product of bonuses and the internal short-term individualized reward systems. The analysis reveals that although external regulations and controls are an effective and powerful devise for organizational trust, over the last two periods of significant crisis, their impact appears to be warning; Yet reassuring customers of their expectations of the other party's future behaviour is central to trust. Alternative remedies need to be considered, such as the establishment of a more effective regulator, or board of governors who oversee and assure compliance. Monitoring and surveillance offer a further external means of reducing the possibility of future misbehaviours. However, as the analysis indicates, other strands are required to build trust, including greater attention by firms on customers’ direct experiences, which in turn would enhance the third part endorsement of their competence and goodwill intentions of organizations. Social implications: – Significantly, the results indicate the potentially partial erosion of credence factors, and thus confidence, in this sector over the last 20 years, during what has been a period of repeated exposure to trust breaches. The paper shows that single strand solutions, such as improvements to customer communication, are no longer sufficient, nor, more importantly, do they have the same impact. Instead, the paper shows the necessity to utilize more effectively and target attention towards three distinct antecedents: external regulations and their enforcement; third party and expert endorsements, and therefore external reputations; and customer satisfaction in terms of the effective delivery of customer expectations. Originality/value: – Organizational trust has been shown as critical in positively affecting and repairing broken relationships through uncertainty reduction and confidence enhancement. In the past, different meta-analyses of trust have been undertaken, but this, to the authors knowledge, is the first meta-analytic study measuring trust on an organizational level in the context of the financial services sector and its regulatory environment. This meta-analysis indicates that regulation is just one of a suite of devices that organizations need to deploy in their efforts to restore trust. The paper identified two further elements: customers require direct evidence, and do take note of the external endorsement of the firm

MODEL POVJERENJA U E-TRANSAKCIJE

Besides significant benefits, the trend of e-commerce development gives rise to a lot of challenges in terms of developing trust between the company and the consumer. A lack of trust leads to withdrawal from e-transactions. The paper is thus aimed at identifying and explaining the most important factors that affect the increase in users\u27 trust in e-transactions. Besides an analysis of available papers in this area, a field research was conducted on a sample of 512 respondents in Bosnia and Herzegovina in order to develop a structural model of users\u27 trust in e-transactions. Research findings confirm that the basic factors of an online trust model are: website usability, privacy, security, expected product performance, loyalty, and electronic management of customer relations (e-CRM).Trend razvoja e-trgovine osim značajnih koristi kreira i dosta izazova u smislu razvoja povjerenja između kompanije i potrošača. Nedostatak povjerenja vodi ka neobavljanju e-transakcija. Cilj ovog rada jeste identifikacija i objašnjenje najvažnijih faktora modela koji utiču na povećanje povjerenja korisnika u e-transakcije. Osim analize dostupnih radova iz ove oblasti provedeno je i terensko istraživanje na uzorku od 512 ispitanika uz pomoć online ankete. Nalazi istraživanja potvrđuju da su osnovni faktori modela online povjerenja: upotrebljivost web stranice, privatnost, sigurnost, očekivane performanse proizvoda, lojalnost i elektronsko upravljanje odnosom s klijentima (e-CRM)

Luottamuksen elementit, ja niiden vaikutus verkkopalveluiden käyttäjien ostoaikeeseen ja asiakasuskollisuuteen – tietoturvanäkökulma

Online commerce is growing rapidly, and the increasing competition forces online service providers to find ways to differentiate their online service from competition in order to get potential customers to purchase from their online service instead of competing online services. Trust has been found as a significant factor that influences initial purchase decision and customer loyalty of online service users, and therefore provides service providers one way to differentiate from competition. This study examines existing research that links online trust to purchase intention and customer loyalty, and describes the factors that contribute to the online trust. Based on existing literature, a research model is developed to study individual elements of online trust and their impact on purchase intention and customer loyalty. Based on the research model a survey is conducted to find out how different scenarios related to privacy, security, reputation and usability of online service, influence perceived online trust. Findings of this study demonstrate that transparency and control over personal information have a positive impact on online trust, and describes scenarios that increase perceived security and thus increase online trust. Findings of the study also point out the negative impact of data breach disclosures on online service’s reputation, which in turn decreases online trust towards the online service, and demonstrate the easy-to-use authentication increases online trust whereas decreased availability of online service negatively impact online trust.Verkkoliiketoiminta kasvaa nopeasti, ja kasvanut kilpailu pakottaa verkkopalveluiden tarjoajat differoimaan verkkopalvelunsa suhteessa kilpailijoihinsa saadakseen potentiaaliset asiakkaat ostamaan heidän verkkopalvelustaan kilpailevien verkkopalveluiden sijasta. Verkkopalvelua kohtaan tunnetun luottamuksen on todettu vaikuttavan merkittävästi verkkopalveluiden käyttäjien ensimmäiseen ostopäätökseen sekä asiakasuskollisuuteen, mikä antaa palveluntarjoajille yhden keinon differoida verkkopalvelunsa suhteessa kilpailijoihin. Tämä työ tekee kirjallisuuskatsauksen tutkimuksiin, jotka osoittavat luottamuksen ja ostoaikeen sekä asiakasuskollisuuden välisen yhteyden, sekä käsittelevät tekijöitä jotka vaikuttavat luottamukseen. Katselmoitujen tutkimusten perusteella esitellään tutkimusmalli, joka on kehitetty tätä työtä varten yksittäisten luottamukseen - ja sitä kautta ostoaikeeseen ja asiakasuskollisuuteen - vaikuttavien tekijöiden tutkimiseen. Kehitetyn mallin perusteella työtä varten suoritettiin kyselytutkimus, jolla selvitettiin, miten erityyppiset verkkopalvelun yksityisyydensuojaan, tietoturvaan, maineeseen ja käytettävyyteen liittyvät skenaariot vaikuttavat käyttäjien kokemaan luottamukseen. Tämän työn tulokset osoittavat, että läpinäkyvyys sekä mahdollisuus hallita omien henkilötietojen käyttöä vaikuttavat myönteisesti käyttäjien kokemaan luottamukseen. Työssä myös esitellään tekijät, jotka vaikuttavat positiivisesti käyttäjien kokemaan tietoturvaan ja sitä kautta parantavat käyttäjien luottamusta verkkopalveluun. Työssä osoitetaan myös, että tietovuodoilla on merkittävä negatiivinen vaikutus verkkopalvelun maineeseen, ja sitä kautta kuluttajien kokemaan luottamukseen. Työssä näytetään helppokäyttöisen käyttäjien tunnistustavan positiivinen vaikutus luottamukseen, sekä käyttökatkosten negatiivinen vaikutus luottamukseen