Membangun Kembali Kepercayaan Masyarakat Pasca Pelanggaran Dalam Business to Consumer (B2C) E-Commerce: Studi Empiris Di YOGYAKARTA

This paper focuses on the process of rebuilding reputation and the intention level of the community to continue trust after trustees fix their e-commerce systems. This research integrates two previous research models to assess rebuilding post trust violation through system improvement that may influence the intention to continue trust. The objectives of the research are to examine the efforts of rebuilding post trust violation on the Business to Consumer (B2C) E-commerce and test the effect scale of the system improvement on the intention of the customers to continue trust. Using the data of 267 respondents that experienced trust violations, the result shows that the intention to continue trust was significantly related to the communication improvement, rebuilding trust through system improvement and confirmation by trust restoration. Meanwhile, the variables of the commitment to guarantee, product varieties and third party support were not significantly related to the rebuilding of post-violation trust in B2C electronic commerce. The paper also discusses the implications of the findings both theoretically and practicall in detail

A Model for Evaluating B2C eCommerce Websites: Application in the CD eRetailing Industry in Brazil

The scope of this research is to develop and test a model for evaluating B2C e-commerce websites quantitatively. Consequently, this study seeks to investigate the relationship between the website interface of B2C e-commerce and virtual customer behavior, emphasizing the purchasing attitude and intention. The objective of this paper is, therefore, to research which features of a virtual store effectively influence the user purchasing process via the Internet. In order to achieve this aim, the Technology Acceptance Model (TAM) was adapted for pertinent theoretical references about consumer behavior on the web. The model developed was then tested and validated through a Structural Equation Modeling (SEM) approach. An empirical analysis of the CD e-retailing industry in Brazil was then conducted, as this is one of the most important areas of the B2C e-commerce realm. The study concludes that, for the electronic commerce of CDs, ease of use, trust, pleasure and attractiveness as perceived by visitors to CD e-retailing websites are key issues for understanding customer attitude and purchasing intention. Lastly, recommendations associated with the conclusions of this research are made, and further research options are proposed

What is preventing e-commerce from reaching its full potential? An investigation into trust as a barrier for the adoption of B2C e-commerce in the United Kingdom

Although electronic commerce has seen considerable growth in recent years, usage figures suggest that U.K consumers are still hesitant to make the switch to onJine shopping. This study initially reviewed the literatures on trust, Internet security, consumer purchasing behaviour and electronic commerce, and then combined the literature review findings with initial results obtained from a pilot study, and a model identifying the factors that affect consumers' perceived trustworthiness of web sites when making purchasing decisions on the Internet was created. The model was then tested by means of a consumer perception survey that used a novel quantitative survey instrument to investigate current consumer perceptions of e-commerce, from the perspective of both Internet and Non Internet users, and determined the main barrier to business to consumer (B2C) electronic commerce as identified by the potential consumers themselves. These quantitative findings were then used to further develop the model of trust, encompassing all the potential factors that the research identified could impact on a consumer's perceived level of trust in a web site, thus ultimately affecting their decision to purchase. This model was then tested through further qualitative research that incorporated observational studies to test consumer reactions to an onJine shopping scenario, using a special selection of web sites that should have (based on the model) a positive or negative influence on consumers' trust. Although the research design was qualitative in nature, a triangulation approach was adopted to ensure that the information generated was highly relevant and directly applicable to the creation of a model of trust. The model was revised, with the final version named the Model of Factors Affecting Consumer Trust Online (M.O.F.A.C.T.O). The implications of the model and recommendations for further research are discussed

Identifying the factors that affect consumers' willingness to do internet shopping

Electronic commerce, especially conducted via Internet, is growing at a phenomenal rate. Online sales would exceed $72 billion by 2003. Despite recent successes in electronic commerce, one of the major problems against fully combining the Internet-based electronic commerce with modern business is the lack of Internet consumers' trust in the newly developed marketing machinery. Moving Internet users along to the purchase is proving to be difficult because Internet shopping as a non-store retailing entails higher risk than traditional store. Previous research on business to consumer (B2C) electronic commerce over the Internet and virtual shopping is often theoretical, ad hoc, and incomplete. The empirical study is relatively rare. This empirical research tries to identify the factors that affect consumers' willingness to do Internet shopping. The study findings suggest that trust in Internet shopping, perceived usefulness and perceived security directly and positively influences on consumers' willingness to do Internet shopping; perceived security, perceived ease of use, service quality and information quality indirectly and positively affects on consumers' willingness to do Internet shopping. Future research considerations and limitations of this research are also mentioned

Business-to-consumer e-commerce in Nigeria: Prospects and challenges

The growth of Internet usage in Nigeria continues to increase, recording over 90% growth rate between 2000 and 2008. While businesses in Nigeria are reported to have online access with opportunity for ecommercial activities, customers in the country however access business websites only to source for information but make purchases the traditional way. This paper aims at assessing the prospects and challenges of Business-to-consumer (B2C) e-commerce implementation in Nigeria from the consumers’ perspective. Survey research was adopted for this study. Research hypotheses were formulated and questionnaire designed and administered randomly to 900 respondents. Collected data was used to evaluate the acceptance of B2C e-commerce using the extended technology acceptance model (TAM). The extended TAM combines task-technology fit, relationship related construct: trust and risk, and the two TAM constructs to determine factors influencing consumer acceptance of B2C e-commerce in Nigeria. Findings revealed that there are significant relationships between the model variables. Tasktechnology fit and perceived usefulness have significant relationships with intentions to use, having a correlation coefficient of 0.2623 and 0.2002 respectively. Similarly, the interrelationship among trust, perceived risk, and behavioral intention are significant. The effect of risk on trust was statistically showing that risk is a predictor of trust. Risk has a high significant on trust and trust in turn has low significant effect on behavioral intention. Adding TTF and its relationships to the TAM also fit the data. The relationship between task-technology fit, perceived ease of use, perceived usefulness and intention are significant

THE INVESTIGATION OF THE FACTORS ASSOCIATING CONSUMERS’ TRUST IN E-COMMERCE ADOPTION

The success of electronic commerce significantly depends on providing security and privacy for its consumers’ sensitive personal information. Consumers’ lack of acceptance in electronic commerce adoption today is not merely due to the concerns on security and privacy of their personal information, but also lack of trust and reliability of web vendors. Consumers’ trust in online transactions is crucial for the continuous growth and development of electronic commerce. Since Business to Consumer (B2C) e-commerce requires the consumers to engage the technologies, the consumers face a variety of security risks. This study addressed the role of security, privacy and risk perceptions of consumers to shop online in order to establish a consensus among them. The findings provided reliability, factors analysis for the research variables and for each of the study’s research constructs, correlations as well as regression analyses for both non-online purchasers’ and online purchasers’ perspectives, and structural equation modeling (SEM) for overall model fit. The overall model was tested by AMOS 18.0 and the hypothesis, assumptions for SEM and descriptive statistics were analyzed by SPSS 12.0. The empirical results of the first study indicated that there were poor correlations existed between consumers’ perceived security and consumers’ trust as well as between consumers’ perceived privacy and consumers’ trust regarding e-commerce transactions. However, the construct of perceived privacy manifested itself primarily through perceived security and trustworthiness of web vendors. While trustworthiness of web vendors was a critical factor in explaining consumers’ trust to adopt ecommerce, it was important to pay attention to the consumers’ risk concerns on ecommerce transactions. It was found that economic incentives and institutional trust had no impact on consumers’ perceived risk. Findings from the second study indicated that perceived privacy was still to be the slight concern for consumers’ trust in e-commerce transactions, though poor vi i relationships or associations existed between perceived security and consumers’ trust, between trustworthiness of web vendors and consumers’ trust, and between perceived risk and consumers’ trust. The findings also showed that the construct of perceived privacy manifested itself primarily through perceived security and trustworthiness of web vendors. It was found that though economic incentives influenced a consumers’ perceived risk in online transactions, institutional trust had no impact on consumers’ perceived risk. Overall findings suggested that consumers’ perceived risk influenced their trust in e-commerce transactions, while the construct of perceived privacy manifested itself primarily through perceived security as well as trustworthiness of web vendors. In addition, though economic incentives had no impact on consumers’ perceived risk, institutional trust influenced a consumers’ perceived risk in online transactions. The findings also suggested that economic incentives and institutional trust had relationships or associations with consumers’ perceived privacy. The findings from this research showed that consumers’ perceived security and perceived privacy were not mainly concerned to their trust in e-commerce transactions though consumers’ perceived security and perceived privacy might slightly influence on the trustworthiness of web vendors in dealing with online store sites abroad. Furthermore, consumers’ perceptions on the trustworthiness of web vendors were also related to their perceived risks and the concern about privacy was also addressed to perceived risks. Index terms: Perceived security; perceived privacy; perceived risk; trust; consumers’ behaviour; SE

Evaluating e-commerce trust using fuzzy logic [article]

Trust is widely recognized as an essential factor for the continual development of business to customer electronic commerce (B2C EC). Many trust models have been developed, however, most are subjective and do not take into account the vagueness and ambiguity of EC trust and the customers’ intuitions and experience when conducting online transactions. In this article, we develop a fuzzy trust model using fuzzy reasoning to evaluate EC trust. This trust model is based on the information customers expect to find on an EC Website and is shown to increase customers trust towards online merchants. We argue that fuzzy logic is suitable for trust evaluation as it takes into account the uncertainties within e-commerce data and like human relationships; it is often expressed by linguistics terms rather then numerical values. The evaluation of the proposed model will be illustrated using two case studies and a comparison with two evaluation models was conducted to emphasise the importance of usin fuzzy logic