A New Framework for Web Credibility Assessment

This poster reports on a study that used a literature analysis to develop a new, extended conceptual framework for Web credibility assessment. The proposed a framework, named new framework for Web credibility assessment conceptualizes the relationship among the key dimensions of credibility (i.e., trustworthiness and expertise), related measures, and objects of those measures (i.e., source, message, and media) that have been identified in the literature. The framework will be tested through empirical data. In particular, an online survey questionnaire will be developed in accordance with the new framework and distributed to college students for data collection. The outcomes of this study will include the new framework and survey questionnaire that could be used as reusable knowledge resources in development of credibility assessment models in different online contexts.ye

Evaluating personalised information retrieval: a perception of trust

This position paper sets out a case for the evaluation of personalised information retrieval from the user perspective, and which focuses on the effect of personalisation on the searcher’s perception of a better information retrieval interaction. The proposed approach, complementing system performance evaluation, is about real users, real tasks and their interactions of query, search and assessment of the retrieved results, as well as their intentions driving the interaction. The components of user evaluation are discussed, and the searcher’s perception of usefulness is identified to specifically evaluate the effect of personalisation. The proposition is that a perception of ‘support to do a task’ is formed during use and which constitutes a major part of the user’s evaluation or judgment of trust. As such, it is suggested that, a perception of trust and its criteria provide a framework for evaluation. Further consideration is given to the construct of trust as an evaluative instrument with the goal of advancing personalisation in information interactions

Credibility of Cyber Threat Communication on Twitter – Expert Evaluation of Indicators for Automated Credibility Assessment

Computer Emergency Response Teams (CERTs) are experts responsible for managing cybersecurity incidents. To identify cyber threats, they consider a wide range of sources from official vulnerability databases to public sources such as Twitter, which has an active cybersecurity community. Due to the high number of topic-related tweets per day, credibility assessment represents an immense effort in the daily work of CERTs. Although approaches for automated credibility assessment have already been developed in previous research, these mainly take peripheral cues into account, although users with domain expertise and a high level of personal involvement also assess content-related cues. We therefore conducted interviews with CERT members to re-evaluate known indicators for automated credibility assessment from an expert perspective. In doing so, we contribute valuable insights to the development of automated approaches for credibility assessment targeting users with high domain knowledge and personal involvement

The Role of Motivation in Assessing Website Credibility: Insights from Eye Tracking

A This study examines the role of a website user’s motivation in forming her assessment of the website’s credibility. We applied a dual processing model of website credibility assessment, which posits that motivation determines the extent to which users will critically evaluate website information and later form their credibility impressions of the website. In this paper we examine the relationship between motivation and cognitive processes and how those influence assessments of website credibility. We conducted an experiment using eye tracking technology to gauge the gaze behaviors of website users. We found that motivated users examined information content of the website more tentatively, while non-motivated users evaluated design features of the website more closely. Non-motivated users were inclined to assess the website as more credible. Findings from our study offer strong support for the dual processing model of website credibility

Investigating the online customer experience – a B2B perspective

Purpose This paper explores the online customer experience (OCE) within business-to-business (B2B) websites. The purpose of this paper is to understand the influence of website credibility and information quality on the OCE during search for information and services. In addition, this paper acknowledges the role of customer support within the offline environment and thus explores the potential role of online customer support during a customer's online experience. Design/methodology/approach An online experiment was conducted with 195 participants along with an associated questionnaire for data capture. Three tasks were developed for participants which they had to complete on three different business advisory websites. The online experiment gave all participants the experience of using a business advisory website. In order to analyse the hypothesised relationships, structural equation modelling was used. Findings The results outlined that the credibility of the website and the quality of the information on the website have a significant effect on the OCE in a B2B context. The research highlights the need for online customer support with a service representative during search on a B2B website. The credibility of the website as well as the success of the search drives the need for online customer support. The lack of online customer support will result in customers becoming dissatisfied with their experience if they have an unsuccessful search. Practical implications Managers of B2B websites should acknowledge the importance of website credibility cues and information quality cues. Each of these variables drive the success of a customer’s search and in turn the customer’s impression of the experience. Additionally, managers ought to provide customers online support, through functions such as an online help desk or a live chat function, as those who have an unsuccessful search expect to be able to seek online support from a company representative, the same way as they would do in the offline environment. Online customer support can act as a service recovery tool for website providers. Originality/value Empirical research on the OCE within B2B websites is limited and somewhat out-dated. Due to technological advancements and changing customer expectations, this research has filled a knowledge gap on the OCE in a B2B perspective. Website credibility and information quality have been overlooked in previous research in relation to the OCE. In addition, this study outlines the need for online customer support resulting from the need to clarify information and the success of the search

Assessing trustworthiness of digital information

This paper reports the key findings of an empirical study conducted with undergraduate students to identify and assess the core constructs of online trust, with a focus on health digital information. This study suggests the use of a trust scale in further research into the potential impact of the system and information design on the users’ trust and use of digital information

Factors influencing the satisfaction of chat commerce usage experience in Thailand: A Covid necessitated e-business platform

It is an undoubted fact that Internet, and by extension, e-commerce on the Internet is here to stay. Merchants of all types, big and small, are aiming to find their niche in the e-commerce marketplace, and increase their revenue. Consumer preferences on online shopping and use of new technologies are continually shifting as well. Expansion of e-commerce offerings has significantly increased the number of users and trading volumes of online shopping, therefore highlighting the need to research online consumer purchasing behavior. In the meantime, COVID-19, which forced public lockdowns over the last 2 years, led the consumers to engage in alternative purchasing channels. One of those new channels that was successful due to the increased use of smartphone mobile apps technology is called “conversation commerce”, a.k.a., “chat commerce” or “c-commerce”. In this research, with the use of a web-based survey involving 227 respondents, we investigated into the factors influencing the satisfaction of chat commerce usage experience in Thailand, and focused on their views based on generational age differences among them. This research’s objectives were to answer the following 2 research questions: [1] What factors influence the satisfaction of chat commerce usage experience in Thailand?; [2]Do factors influencing the satisfaction of chat commerce usage experience vary among generational age differences? The 10 factors studied in this research, which may lead to the success of chat commerce in Thailand, were: [1] Service Rep’s Reliability; [2] Service Rep’s Assurance; [3] Service Rep’s Responsiveness; [4] Service Rep’s Empathy; [5] Perceived Information Quality; [6] Perceived Appropriate Wait Time; [7] Trust in the Platform; [8] Perceived Ease of Use; [9] Perceived Usefulness; [10] Satisfaction with the Experience. The 4 generations in this study were: [1] Baby Boomer; [2] Gen X; [3] Gen Y; [4] Gen Z. The results of this study indicate that all 10 proposed factors ultimately have positive influence on Satisfaction with chat commerce usage experience, and may lead to the success of chat commerce in Thailand, while the 2 most important factors being Assurance [ASS] and Perceived Usefulness [PUS]. This was true for ASS for 3 of the generations (Baby Boomer, Gen X, Gen Z), as well as for the entire dataset; and for PUS for 2 of the generations (Gen Y, Gen Z), as well as the entire dataset.

Gender as an Influencer of Online Health Information-Seeking and Evaluation Behavior

This article contributes to the growing body of research that explores the significance of context in health information behavior. Specifically, through the lens of trust judgments, it demonstrates that gender is a determinant of the information evaluation process. A questionnaire-based survey collected data from adults regarding the factors that influence their judgment of the trustworthiness of online health information. Both men and women identified credibility, recommendation, ease of use, and brand as being of importance in their trust judgments. However, women also take into account style, while men eschew this for familiarity. In addition, men appear to be more concerned with the comprehensiveness and accuracy of the information, the ease with which they can access it, and its familiarity, whereas women demonstrate greater interest in cognition, such as the ease with which they can read and understand the information. These gender differences are consistent with the demographic data, which suggest that: women consult more types of sources than men; men are more likely to be searching with respect to a long-standing health complaint; and, women are more likely than men to use tablets in their health information seeking. Recommendations for further research to better inform practice are offered

Dimensions of Web Information Credibility: Viewpoints and Priorities of Students at Top Universities in Iran

Identifying viewpoints and priorities of students at top universities in the country regarding dimensions of web information credibility. Methodology: The research is descriptive in survey method through which viewpoints of the students were gathered using a researcher-constructed questionnaire. Gathered data were then analyzed by software SPSS in terms of canonical correlation, one sample T-test, and one-way variance analysis. Findings: The canonical correlation model indicated significance statistics in a 95% degree of confidence. Components of trustworthiness were significantly correlated to ones of expertise. Regarding dimension trustworthiness, the highest correlation was related to website identity while in dimension expertise, the highest correlation was related to accuracy. Women showed higher degrees of mean in comparison with men. Students showed different viewpoints regarding dimensions of web information credibility in such a way that expertise was prioritized than trustworthiness. Means and significance of variance analysis related to such variables as age, education, university, and familiarity were also analyzed. Conclusion: Viewpoints and priorities of students at top universities in Iran involve important implications for researchers, policy makers, website designers, and librarians. Consequently, they can be used in optimizing available websites, designing improved websites, and also in instructing and providing services