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Trust and distrust on the web : User experiences and website characteristics

Seckler, M. and Heinz, and S., Forde and Tuch, A. N. and Opwis, K.. (2015) Trust and distrust on the web : User experiences and website characteristics. Computers in Human Behavior, Vol. 45. pp. 39-50.

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Official URL: http://edoc.unibas.ch/dok/A6337844

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Abstract

The aim of this research is to study the content of trustful and distrustful user experiences on the web to identify website characteristics that enhance trust or cause distrust. We collected users’ reports about critical incidents and quantitative questionnaire data by means of an online survey. Results from N = 221 participants suggest that distrust is mostly an effect of graphical (e.g., complex layout) and structural (e.g., pop-ups) design issues of a website, whereas trust is based on social factors such as reviews or recommendations by friends. The content of a website affects both trust and distrust: privacy issues had an effect on distrust and security signs enhanced trust. Furthermore, we show how trustful and distrustful user experiences differ in terms of perceived honesty, competence, and benevolence. High honesty and competence characterize a trustful experience, whereas a distrustful experience is associated with missing honesty and missing benevolence. We discuss how different website characteristics help to enhance trust or to prevent distrust and how this impacts the allocation of design resources.
Faculties and Departments:07 Faculty of Psychology > Departement Psychologie > Forschungsbereich Persönlichkeits- und Entwicklungspsychologie > Allgemeine Psychologie und Methodologie (Opwis)
07 Faculty of Psychology > Departement Psychologie > Ehemalige Einheiten Psychologie > Mensch-Maschine Interaktion (Bargas-Avila)
UniBasel Contributors:Seckler, Mirjam and Opwis, Klaus and Heinz, Silvia and Tuch, Alexandre N
Item Type:Article, refereed
Article Subtype:Research Article
Bibsysno:Link to catalogue
Publisher:Elsevier
ISSN:0747-5632
Note:Publication type according to Uni Basel Research Database: Journal article
Last Modified:06 Feb 2015 09:59
Deposited On:06 Feb 2015 09:59

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