The full text of this article:

What makes websites trustworthy? A two-phase empirical study
by Pimmanee Rattanawicha, Vatcharaporn Esichaikul
International Journal of Electronic Business (IJEB), Vol. 3, No. 2, 2005
Abstract: Trustworthiness has been cited as one of the most important factors in the completion of commercial transactions, and this is also true for internet commerce systems. In the internet commerce environment, people do business by interacting with a customer interface which, in this case, is an internet vendor's website. Thus, websites must be designed carefully to induce feelings of trust on the part of the customer, which will influence the decision to buy from a specific vendor. The objective of this research was to identify website design features that have significant effect on customer trust in internet shopping. A two-phase empirical study was conducted. In Phase I, respondents were asked to rate the importance of various website design features in terms of their trust for internet shopping. Forty six features were identified and grouped into nine categories. In Phase II, a different group of respondents were asked to decide whether each of these 46 features and nine categories was a Hygiene factor (i.e., a ''must have'' factor, without which a customer would certainly feel distrustful), or a Motivator (i.e., a ''good to have'' factor, without which a customer would not feel distrustful, but which, if present, could increase the customer's perception of trustworthiness).

is only available to individual subscribers or to users at subscribing institutions.

Pay per view: If you are not a Subscriber and you just want to read the full contents of this article, please click here to purchase online access to the full-text of this article. Please allow 3 days + mailing time. Current price for article is Thirty Euros (€30)

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Business (IJEB) journal, that have been redirected here, please check if you have a registered username/password subscription with Inderscience. If that is the case, please Login:

If you are not yet a Subscriber to International Journal of Electronic Business (IJEB) journal, you can subscribe by following a few simple and quick steps. A subscription will give you complete access to all articles in the current issue, as well as to all articles in the previous three years, where applicable. Click here to subscribe.

Should you experience further difficulties or have any enquiries, please email subs@inderscience.com