Evaluating trust in electronic commerce : a study based on the information provided on merchants' websites

Lack of trust has been identified as a major problem hampering the growth of Electronic Commerce (EC). It is reported by many studies that a large number of online shoppers abandon their transactions because they do not trust the website when they are asked to provide personal information. To support trust, we developed an information framework model based on research on EC trust. The model is based on the information a consumer expects to find on an EC website and that is shown from the literature to increase his/her trust towards online merchants. An information extraction system is then developed to help the user find this information. In this paper, we present the development of the information extraction system and its evaluation. This is then followed by a study looking at the use of the identified variables on a sample of EC websites

Examining Trust in Information Technology Artifacts : The Effects of System Quality and Culture.

The topic of trust in information technology (IT) artifacts has piqued interest among researchers, but studies of this form of trust are not definitive regarding which factors contribute to it the most. Our study empirically tests a model of trust in IT artifacts that increases our understanding in two ways. First, it sets forth two previously unexamined system quality constructs-navigational structure and visual appeal. We found that both of these system quality constructs significantly predict the extent to which users place trust in mobile commerce technologies. Second, our study considers the effect of culture by comparing the trust of French and American potential users in m- commerce technologies. We found that not only does culture directly affect user trust in IT artifacts but it also moderates the extent to which navigational structure affects this form of trust. These findings show that system quality and culture significantly affect trust in the IT artifact and point to rich possibilities for future research in these areas.Commerce mobile; Systems use; System quality; Navigational structure; Mobile commerce; M-commerce portals;

Identifying the relevance of personal values to e-government portals' success: insights from a Delphi study

Most governments around the world have put considerable financial resources into the development of e-government systems. They have been making significant efforts to provide information and services online. However, previous research shows that the rate of adoption and success of e-government systems vary significantly across countries. It is argued here that culture can be an important factor affecting e- government success. This paper aims to explore the relevance of personal values to the e-government success from an individual user’s perspective. The ten basic values identified by Schwartz were used. A Delphi study was carried out with a group of experts to identify the most relevant personal values to the e-government success from an individual’s point of view. The findings suggest that four of the ten values, namely Self-direction, Security, Stimulation, and Tradition, most likely affect the success. The findings provide a basis for developing a comprehensive e-government evaluation framework to be validated using a large scale survey in Saudi Arabia

Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

We examine the effect of e-service quality through E-S-QUAL dimensions of efficiency, fulfilment, system availability, and privacy on e-trust, e-satisfaction and loyalty of students from public and private universities in Jakarta, Indonesia. A total of 304 undergraduates was employed as respondents, and the hypotheses were tested using Structural Equation Modelling (SEM). The findings revealed that efficiency and fulfilment significantly affect e-satisfaction, while fulfilment and privacy significantly affect e-trust. Fulfilment has the most substantial effect on e-satisfaction and e-trust that supports prior studies. Moreover, the relationships between e-trust, e-satisfaction, and loyalty are confirmed. Theoretical and managerial implications are presented

Structural equation modeling of eBankQual scale: a study of E-Banking in India

This study assesses the relationship between perceived quality, brand perception and perceived value with satisfaction. For the data analysis structural equation modeling (SEM) method and path analysis method were used. A result indicates that, eBankQual model is fit to assess relationship between service quality, brand perception and perceived value with overall customers’ satisfaction in e-banking service. Result of regression SEM indicates that, all 14 variables found significant and good predictors of overall satisfaction in e-banking services. However, result of SEM analysis indicates that, data supports to eBankQual model and dimensions Compensation, Convenience, Contact Facilities, Easy to Use, Responsiveness, Cost Effectiveness and System Availability including brand perception and perceived value were found more significant factors in the eBankQual model.Structural Equation Modeling, Service quality, Brand perception, Perceived value, Satisfaction

Importance-performance analysis of retail website service quality

This study intends to empirically explore the customer’s perceived ranking of the importance of a range of on-line services, and their perceptions of the retailers’ performance in delivering these services. An online questionnaire survey has been conducted to gather the data from respondents. The data was analysed using Importance-Performance Analysis (IPA). The findings suggest areas of e-service quality where retailers could improve, based on the customers’ perceptions of the retailers’ performance against the importance of some e-service quality features and/or services on offer. Consequently, this study highlights that retailers should take active steps to understand their customers’ requirements, before developing an online customer services strategy. From a practical perspective, retailers could also apply the questionnaire developed for this study to canvas the opinions of customers, to help identify areas in which their performance needs to be improved

스리랑카 전자정부 서비스 공무원의 전자만족도 측정

학위논문(석사) -- 서울대학교대학원 : 행정대학원 글로벌행정전공, 2023. 2. 구민교.Achievement of E-Government objectives depends on the E-Satisfaction. It determines the continual usage of E-Services. Government employees play a dual role in the E-Government as E-Services providers as E-Service users. If government employees are satisfied with the E-Services dedicated for them, they will provide the citizens with E-Services to the satisfactory level. The purpose of this study is to measure the level of E-Satisfaction of government employees as users from the E-Services dedicated for them provided by the Sri Lanka government. Through literature review, five determinants of E-Satisfaction have been identified as Privacy and Security, Trust, Service Quality, System Quality and Information Quality, which are affecting the aforesaid E-Satisfaction. Five hypotheses have been formulated to assess the influence of these factors on E-Satisfaction. The collected survey data from 307 officials of Sri Lanka Administrative Service (SLAS), Sri Lanka Planning Service (SLPS) and Sri Lanka Accountants Service (SLACS) have been analyzed to test the five hypotheses. Multiple Linear Regression Analysis has been used to measure the determinants influence on E-Satisfaction. The findings reveal that the Information Quality is the highest influential factor of E-Satisfaction while System Quality and Privacy and Security are significant factors of E-Satisfaction. Further, Trust and Service Quality has become insignificant influential determinants of E-Satisfaction. These findings have been supplemented by qualitative interview findings. Based on these findings, policy recommendations have been made to the Government of Sri Lanka to consider the influential determinants of E-Satisfaction to implement the E-Services dedicated for government employees which would lead to higher level of adoption of those E-Services and it will generate cost and time savings for the government.전자정부의 목표 달성 여부는 전자만족도에 달려 있습니다. 전자만족도는 전자서비스의 지속적인 사용을 좌우합니다. 공무원은 전자정부에서 전자서비스 제공자 및 전자서비스 이용자로서 이중 역할을 수행합니다. 만약 공무원이 자신을 위한 전자서비스의 품질에 만족한다면, 자신도 또한 다른 국민분들이 만족할 만한 수준의 전자서비스를 제공하게 될 것입니다. 본 연구의 목적은 스리랑카 정부에서 제공하는 공무원 전용 전자서비스를 이용하는 공무원의 전자만족도를 측정하는 것입니다. 문헌조사를 통하여 개인 정보 보호 및 보안, 신뢰, 서비스 품질, 시스템 품질 및 정보 품질, 이렇게 5가지의 요인이 전자만족도에 영향을 미치는 결정 요인으로 식별되었습니다. 이러한 전자만족도의 5가지 요인이 미치는 영향을 평가하기 위하여 다음과 같은 5가지 가설이 공식화되었습니다. 5가지 가설의 검증을 위하여 SLAS(스리랑카 행정 서비스), SLPS(스리랑카 기획 서비스), SLACS(스리랑카 회계사 서비스) 공무원 307명을 대상으로 진행된 설문 조사 결과 자료를 분석하였습니다. 다중선형회귀분석을 사용하여 전자만족도에 대한 결정 요인의 영향을 측정하였으며, 또한 조사 결과를 개선하기 위하여 인터뷰의 정성적 분석 또한 진행되었습니다. 이러한 조사 결과, 전자만족도에 가장 큰 영향을 미치는 요인은 정보 품질이라는 사실이 입증되었으며, 시스템 품질, 개인 정보 보호 및 보안 또한 전자만족도에 유의한 영향을 미치는 것으로 나타났습니다. 또한, 신뢰와 서비스 품질은 전자만족도를 결정짓는 중요한 역할이 아니라는 결과도 밝혀졌습니다. 이러한 결과를 바탕으로 스리랑카 정부는 공무원을 위한 전자서비스를 구현하기 위하여, 전자만족도를 결정하는 영향력 있는 요소를 고려하여 해당 전자서비스의 채택 수준을 높일 수 있는 정책을 제안하였습니다. 이러한 정책을 통하여 정부는 시간과 비용을 절약할 수 있게 됩니다.Chapter 1. Introduction 9 1.1 Background and Purpose of the Study 9 1.2 Scope of the study 17 1.3 Methods of the Study 19 1.4 Significance of the Study 20 Chapter 2. Theoretical Background and Literature Review 23 2.1 Theoretical Background 23 2.1.1 E-Government 23 2.1.2 E-Satisfaction 43 2.2 Literature Review 47 Chapter 3. Research Design 54 3.1 Analytical Framework of the Study 54 3.2 Research Questions and Hypothesis of the Study 57 3.3 Conceptualization and Operationalization 64 3.4 Measurement and Data Sources 67 3.5 Sampling and Data Collection Method 71 3.5.1 Population and Sample 71 3.5.2 Survey Instrument 73 3.5.3 Data Collection Method 73 3.6 Data Analysis Method 74 3.7 Reliability and Validity of the Survey Instrument 75 Chapter 4 Presentation, Analysis and Discussion of Results 76 4.1 Characteristics of the sample 76 4.2 Validity and reliability of the data 78 4.2.1 Response rate 78 4.2.2 Reliability Statistics 78 4.3 Descriptive statistics 79 4.4 Multicollinearity analysis (VIF) 92 4.5 Correlation analysis 93 4.6 Regression analysis 94 4.7 Hypotheses testing 97 4.8 Discussion with Qualitative Analysis Results 100 Chapter 5 Conclusion and Recommendations 110 5.1 Conclusion 110 5.2 Policy Recommendation to Sri Lanka Government 113 5.3 Recommendations for Future Studies 121 5.4 Limitations of the Study 122석

The Effect of Website Quality on Information Disclosure: A Cue Utilization Theory Perspective

As shopping through e-commerce portals continues to grow, personal information disclosure is becoming morecommonplace. The proposed research employs Cue Utilization Theory (CUT) to better understand how extrinsic cues,intrinsic cues, or a combination of both, influence truthful consumer disclosure of personal demographic information. Thetwo relevant cues used in the study are security features (website seals and security statements) and website visual appeal(VAP). Two studies, a lab experiment and a field study utilizing a snowball sample, will expose subjects to mock-up ecommercesites that vary high and low components of the cues and present a shopping simulation to determine the cues’influence on truthful disclosure decisions. We posit that VAP will drive stronger predictive and critical values than securityfeatures, thereby having greater impact on truthful disclosure. Results from these two studies will be presented at theconference. Contributions and limitations of the proposed research are discussed