Forming trust between a consumer and an online store

Trusting an online store is required for a consumer to make a purchase decision. This means they give an online vendor their information and money in exchange for an expectation of service or a product they may not get in their hands immediately. Instead the product is usually delivered to the custo...

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Main Author: Juutilainen, Jesse
Other Authors: Informaatioteknologian tiedekunta, Faculty of Information Technology, Informaatioteknologia, Information Technology, Jyväskylän yliopisto, University of Jyväskylä
Format: Bachelor's thesis
Language:eng
Published: 2019
Subjects:
Online Access: https://jyx.jyu.fi/handle/123456789/67677
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author Juutilainen, Jesse
author2 Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä
author_facet Juutilainen, Jesse Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä Juutilainen, Jesse Informaatioteknologian tiedekunta Faculty of Information Technology Informaatioteknologia Information Technology Jyväskylän yliopisto University of Jyväskylä
author_sort Juutilainen, Jesse
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description Trusting an online store is required for a consumer to make a purchase decision. This means they give an online vendor their information and money in exchange for an expectation of service or a product they may not get in their hands immediately. Instead the product is usually delivered to the customer in one way or another. Forming enough trust between a consumer and an online store for a transaction to happen is a complex web of minor factors that affect how an individual consumer perceives the trustworthiness of an online store. The research is conducted as a literature review. This thesis focuses on the four identified main factors of forming trust in an online store, preconception, online store design, user experience and perceived risk and understanding why they are important. The main factors are aspects that a business can affect and as such better their business practices. But it is also good to remember that not all things that form trust can be controlled, cyber security and hacking news that sour the public's view of online store trustworthiness. Aside the main factors, the most prevalent subfactors in this research were the importance of brand recognition and how much it helps to be a big name in the e-commerce industry. Also the perceived quality of a web site and the familiarity of the design tie in closely with the brand recognition. For example the use of brand colors and logos has a surprisingly big impact in perceived trustworthiness of a store.
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spellingShingle Juutilainen, Jesse Forming trust between a consumer and an online store online shopping online store design Tietojärjestelmätiede Information Systems Science 601 luottamus verkkokauppa verkkoliiketoiminta kuluttajakäyttäytyminen asiakassuhde trust electronic commerce electronic business consumer behaviour customer relationship
title Forming trust between a consumer and an online store
title_full Forming trust between a consumer and an online store
title_fullStr Forming trust between a consumer and an online store Forming trust between a consumer and an online store
title_full_unstemmed Forming trust between a consumer and an online store Forming trust between a consumer and an online store
title_short Forming trust between a consumer and an online store
title_sort forming trust between a consumer and an online store
title_txtP Forming trust between a consumer and an online store
topic online shopping online store design Tietojärjestelmätiede Information Systems Science 601 luottamus verkkokauppa verkkoliiketoiminta kuluttajakäyttäytyminen asiakassuhde trust electronic commerce electronic business consumer behaviour customer relationship
topic_facet 601 Information Systems Science Tietojärjestelmätiede asiakassuhde consumer behaviour customer relationship electronic business electronic commerce kuluttajakäyttäytyminen luottamus online shopping online store design trust verkkokauppa verkkoliiketoiminta
url https://jyx.jyu.fi/handle/123456789/67677 http://www.urn.fi/URN:NBN:fi:jyu-202001311935
work_keys_str_mv AT juutilainenjesse formingtrustbetweenaconsumerandanonlinestore