Consumer trust in an Internet store

  • Authors:

  • Sirkka L. Jarvenpaa;Noam Tractinsky;Michael Vitale

  • Affiliations:

  • Department of Management Science and Information Systems, CBA 5.202, B6500, University of Texas at Austin, Austin, TX 78712-1175, USA E-mail: sjarvenpaa@mail.utexas.edu;Industrial Engineering and Management, Ben-Gurion University, Beer Sheva 84105, Israel E-mail: noamt@bgumail.bgu.ac.il;Melbourne Business School, The University of Melbourne, Carlton 3053, Victoria, Australia E-mail: m.vitale@mbs.unimelb.edu.au

  • Venue:
  • Information Technology and Management
  • Year:
  • 2000

Quantified Score

Hi-index 0.02

Visualization

Abstract

The study reported here raises some questions about the conventional wisdom that the Internet creates a “level playing field” for large and small retailers and for retailers with and without an established reputation. In our study, consumers recognized differences in size and reputation among Internet stores, and those differences influenced their assessments of store trustworthiness and their perception of risk, as well as their willingness to patronize the store. After describing our research methods and results, we draw some implications for Internet merchants.