The impact of interface usability on trust in Web retailers

Dados Bibliográficos

ID12420622
AutoresMarie Christine Roy (0000-0002-9825-1830, Université Laval, autor correspondente), Olivier Dewit (0000-0003-3726-4854, Vanier College), Benoit A Aubert (0000-0002-3920-5578, HEC Montréal)
Ano2001
Volume11
Fascículo5
Páginas388-398
Data de publicação2001-12-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoInternet Research (JOURNAL)
Identificadores do periódicoISSN: 1066-2243 • E-ISSN: 2054-5657
EditoraEmerald Publishing Limited (PUBLISHER • GB)
DOI10.1108/10662240110410165
OpenAlexW2110691539
IdiomaEN
Citações recebidas26
Referências citadas17

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

Business · Human–computer interaction · Interface (matter · Purchasing · Quality (philosophy · Task (project management · The Internet · Usability · User interface · Web site · World Wide Web · Computer Science · Customer Service Quality and Loyalty · Digital Marketing and Social Media · Engineering · Technology Adoption and User Behaviour · Marketing