Building customer trust in mobile commerce

• Main Authors: SIAU, Keng, SHEN, Zixing
• Format: text
• Language: English
• Published: Institutional Knowledge at Singapore Management University 2003
• Subjects: Body language; Customer relationships; Mobile commerce; Personal information; Digital Communications and Networking; E-Commerce
• Online Access: https://ink.library.smu.edu.sg/sis_research/9590; https://ink.library.smu.edu.sg/context/sis_research/article/10590/viewcontent/Building_customer_trust_in_mobile_commerce.pdf
• Institution: Singapore Management University

Customer trust, which is crucial for the growth and success of mobile commerce, is discussed. Building customer trust is a complex process that involves technology and business practices as well as movement from initial trust formation to continuous trust development. Gaining customer trust involves consideration of its three components: competence trust, predictability trust and goodwill trust. From a customer's perspective, competence trust in e-commerce is built upon the Internet vendor's skills, expertise and operational abilities.