An Empirical Research on Consumer Trust in E-commerce

Chen, Shouming; Li, Jie

doi:10.1109/ieec.2009.18

Cited by 5 publications

(4 citation statements)

References 23 publications

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“…Research indicates that companies that leverage interpersonal communication strategies, such as chatbots and personalized email campaigns, experience higher customer satisfaction and loyalty rates (Jones & Leonard, 2020). The ability to address consumer queries promptly and provide personalized recommendations builds trust and reinforces the customer's perception of the brand's commitment to their satisfaction (Chen & Dhillon, 2019).…”

Section: Discussion Of the Resultsmentioning

confidence: 97%

“…Digital marketing strategies that incorporate transparent and honest communication are more likely to build and maintain consumer trust. For instance, providing clear and accurate product information, addressing customer concerns promptly, and showcasing genuine customer reviews can enhance trustworthiness (Chen & Dhillon, 2019).…”

Section: Enhancing Customer Trust Through Interpersonal Communicationmentioning

confidence: 99%

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Utilization of Interpersonal Communication in the Context of Digital Marketing: A Review of the Literature and Implications for Business Practices

Fauzi

2024

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The integration of interpersonal communication within digital marketing strategies has become increasingly crucial for businesses aiming to foster stronger customer relationships and enhance brand loyalty. This study employs a qualitative approach, utilizing literature review and library research methods to examine the utilization of interpersonal communication in digital marketing contexts. By synthesizing findings from a diverse range of academic articles, industry reports, and case studies published over the past decade, this research identifies key trends and effective practices in leveraging interpersonal communication for digital marketing. The analysis highlights the importance of personalized interactions, trust-building, and responsive communication in online environments. Furthermore, it reveals that businesses that effectively integrate interpersonal communication strategies in their digital marketing efforts can achieve higher customer engagement and satisfaction. However, the study also discusses challenges such as maintaining authenticity and managing communication at scale. The findings provide valuable insights for practitioners aiming to optimize their digital marketing strategies and suggest areas for future research, particularly in the development of innovative communication tools and techniques. This comprehensive review contributes to the existing body of knowledge by elucidating the role of interpersonal communication in the digital marketing landscape and its implications for business practices.

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Section: Discussion Of the Resultsmentioning

confidence: 97%

Section: Enhancing Customer Trust Through Interpersonal Communicationmentioning

confidence: 99%

Utilization of Interpersonal Communication in the Context of Digital Marketing: A Review of the Literature and Implications for Business Practices

Fauzi

2024

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“…Perceived security and privacy risks negatively impact user trust and satisfaction [23]. Mobile devices store sensitive personal data.…”

Section: Securitymentioning

confidence: 99%

Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices

Jaafar Desmal,

Merza Madan

2024

Quality Control and Quality Assurance - Techniques and Applications

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This chapter presents a comprehensive framework for measuring and managing service quality of mobile smart devices across seven key dimensions: interactions, usability, efficiency, information quality, availability, security, and reliability. Grounded in established models like SERVQUAL and E-S-QUAL, the framework identifies specific metrics based on user perceptions for evaluating expertise, accuracy, responsiveness, and customization. The SERVQUAL model outlines five service quality dimensions: tangibles, reliability, responsiveness, assurance, and empathy. E-S-QUAL adapts these to the digital environment. The proposed framework draws on these seminal models while incorporating new factors relevant to interconnected, artificial intelligence (AI)-enabled mobile platforms and devices. The framework is designed to enable proactive service quality management throughout the customer journey with mobile smart devices—from product design and testing to postsales support. A continuous measurement, analysis, and improvement process is outlined involving quantitative and qualitative techniques. An implementation road map covers considerations for organizing, change management, and training to integrate the methodology into product development processes. The goal is to provide technology companies with actionable and evidence-based guidance for optimizing satisfaction and loyalty among mobile smart device consumers. As these devices continue proliferating, managing user expectations through integrated hardware, software, and service experiences will be key to competitive positioning in mobile ecosystems.

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“…Our questionnaire based on common trust dimensions which are considered as factors of trust (e.g. [1]). The subjects had to rate their perceived level of the trust dimensions (correctness, security, reliability, credibility, basic usability and appearance) for the corresponding web page on a five point scale from strongly disagree to strongly agree.…”

Section: The Experimentsmentioning

confidence: 99%

Physiological Measurement of Trust-Related Behavior in Trust-Neutral and Trust-Critical Situations

Leichtenstern¹,

Bee²,

André³

et al. 2011

Trust Management V

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In this paper we present results of a user study that we conducted with 21 subjects to investigate whether initial user trust is accompanied by unconscious bodily responses which enable more objective measurements than user reports. In particular, we recorded the user's eye gaze and heart rate to evaluate whether users respond differently when interacting with a web page that is supposed to build initial trust as opposed to a web page that lacks this capability. Our results indicate that there are significantly different response patterns to trust-critical and trust-neutral situations during the interaction with a web page depending on whether the web page has helped users form initial trust or not. Knowledge of trust-related behavior can help to manage user trust at the runtime of the system since different usage phases can continuously be interpreted in order to detect situations which need to be considered to recover user trust.

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An Empirical Research on Consumer Trust in E-commerce

Cited by 5 publications

References 23 publications

Utilization of Interpersonal Communication in the Context of Digital Marketing: A Review of the Literature and Implications for Business Practices

Utilization of Interpersonal Communication in the Context of Digital Marketing: A Review of the Literature and Implications for Business Practices

Measuring the Service Quality of Mobile Smart Devices: A Framework for Best Practices

Physiological Measurement of Trust-Related Behavior in Trust-Neutral and Trust-Critical Situations

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