The impact of interface usability on trust in Web retailers

The impact of interface usability on trust in Web retailers Web retailing is expected to grow at aggressive rates in future years, but lack of trust on the part of potential customers can impede this growth. So, as transactions through the Internet develop and mature, success will largely be dependent on gaining and maintaining this trust. It has been suggested that the quality of the user interface of the Web site is a determinant of the initial establishment of trust. Describes a study where 66 subjects were asked to perform some predefined book purchasing task in a series of sites with varying interface quality. A strong relationship between interface quality and trust was found and some components of user interface quality were more important than others. Discusses the implications for Web site design. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Internet Research Emerald Publishing

The impact of interface usability on trust in Web retailers

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Publisher
Emerald Publishing
Copyright
Copyright © 2001 MCB UP Ltd. All rights reserved.
ISSN
1066-2243
DOI
10.1108/10662240110410165
Publisher site
See Article on Publisher Site

Abstract

Web retailing is expected to grow at aggressive rates in future years, but lack of trust on the part of potential customers can impede this growth. So, as transactions through the Internet develop and mature, success will largely be dependent on gaining and maintaining this trust. It has been suggested that the quality of the user interface of the Web site is a determinant of the initial establishment of trust. Describes a study where 66 subjects were asked to perform some predefined book purchasing task in a series of sites with varying interface quality. A strong relationship between interface quality and trust was found and some components of user interface quality were more important than others. Discusses the implications for Web site design.

Journal

Internet ResearchEmerald Publishing

Published: Dec 1, 2001

Keywords: Computer user groups; Consumer behaviour; Interface management; Electronic commerce

References

  • Development of measures to assess dimensions of IS operation transactions
    Aubert, B.A.; Rivard, S.; Patry, M.
  • The second annual global information security survey
    Dinnie, G.
  • Security implications of electronic commerce: a survey of consumers and businesses
    Furnell, S.M.; Karweni, T.
  • Usability Engineering
    Nielsen, J.
  • The importance of trust in electronic commerce
    Ratnasingham, P.
  • Factors of success for end user computing
    Rivard, S.; Huff, S.

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