THE INVESTIGATION OF THE FACTORS ASSOCIATING CONSUMERS’ TRUST IN E-COMMERCE ADOPTION

• Main Author: YI , YI YI THAW
• Format: Thesis
• Language: English
• Published: 2011
• Online Access: http://utpedia.utp.edu.my/2831/1/YI_YI_THAW_%28The_Investigation_of_the_Factors_Associating_Con.pdf; http://utpedia.utp.edu.my/2831/
• Institution: Universiti Teknologi Petronas

The success of electronic commerce significantly depends on providing security and privacy for its consumers’ sensitive personal information. Consumers’ lack of acceptance in electronic commerce adoption today is not merely due to the concerns on security and privacy of their personal information, but also lack of trust and reliability of web vendors. Consumers’ trust in online transactions is crucial for the continuous growth and development of electronic commerce. Since Business to Consumer (B2C) e-commerce requires the consumers to engage the technologies, the consumers face a variety of security risks. This study addressed the role of security, privacy and risk perceptions of consumers to shop online in order to establish a consensus among them. The findings provided reliability, factors analysis for the research variables and for each of the study’s research constructs, correlations as well as regression analyses for both non-online purchasers’ and online purchasers’ perspectives, and structural equation modeling (SEM) for overall model fit. The overall model was tested by AMOS 18.0 and the hypothesis, assumptions for SEM and descriptive statistics were analyzed by SPSS 12.0. The empirical results of the first study indicated that there were poor correlations existed between consumers’ perceived security and consumers’ trust as well as between consumers’ perceived privacy and consumers’ trust regarding e-commerce transactions. However, the construct of perceived privacy manifested itself primarily through perceived security and trustworthiness of web vendors. While trustworthiness of web vendors was a critical factor in explaining consumers’ trust to adopt ecommerce, it was important to pay attention to the consumers’ risk concerns on ecommerce transactions. It was found that economic incentives and institutional trust had no impact on consumers’ perceived risk. Findings from the second study indicated that perceived privacy was still to be the slight concern for consumers’ trust in e-commerce transactions, though poor vi i relationships or associations existed between perceived security and consumers’ trust, between trustworthiness of web vendors and consumers’ trust, and between perceived risk and consumers’ trust. The findings also showed that the construct of perceived privacy manifested itself primarily through perceived security and trustworthiness of web vendors. It was found that though economic incentives influenced a consumers’ perceived risk in online transactions, institutional trust had no impact on consumers’ perceived risk. Overall findings suggested that consumers’ perceived risk influenced their trust in e-commerce transactions, while the construct of perceived privacy manifested itself primarily through perceived security as well as trustworthiness of web vendors. In addition, though economic incentives had no impact on consumers’ perceived risk, institutional trust influenced a consumers’ perceived risk in online transactions. The findings also suggested that economic incentives and institutional trust had relationships or associations with consumers’ perceived privacy. The findings from this research showed that consumers’ perceived security and perceived privacy were not mainly concerned to their trust in e-commerce transactions though consumers’ perceived security and perceived privacy might slightly influence on the trustworthiness of web vendors in dealing with online store sites abroad. Furthermore, consumers’ perceptions on the trustworthiness of web vendors were also related to their perceived risks and the concern about privacy was also addressed to perceived risks. Index terms: Perceived security; perceived privacy; perceived risk; trust; consumers’ behaviour; SEM