Building trust in e-commerce

This study primarily investigates the processes and capabilities which are important for building and developing trust in e-Commerce. The main area of focus of this study is on the factors and enablers which can be applied by online retailers to build trust and communicate trustworthiness to online consumers. Throughout the study these factors and enablers are commonly referred to as the 'building blocks of trust in e-Commerce'. It is argued that without trust, e-Commerce cannot reach its full potential and that the building blocks of trust in e-Commerce can be applied to build and develop trust in e-Commerce. This study further investigates consumer perceptions of e-Commerce, and the deterrents to online shopping. Special emphasis was placed on important e-Commerce issues, central to building and developing trust in e-Commerce, such as privacy, security and fulfilment. As part of the recommendations, a conceptual model for building trust In e-Commerce is presented, which maps out the online trust building process with the general building blocks of trust in e-Commerce at its core.

Grantor dc:publisher.institution

School of Management Studies

Year dc:date.issued

2002

Author dc:creator

• Rurick, Peter G

Advisor dc:contributor.advisor

• Brice, Helen

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/11427/9766

OAI identifier oai:identifier

oai:open.uct.ac.za:11427/9766