The effect of brand trust on satisfaction, trust, and loyalty on a consumer magazine website

Internetin käyttö on yleistynyt valtavasti viimeisen kymmenen vuoden aikana. Internetissä kuluttajalta puuttuu kasvokkainen kontakti myyjään, mikä voi vähentää kuluttajan luottamusta myyjää kohtaan. Tällaisessa tilanteessa kuluttaja voi käyttää brändejä viitteenä myyjän luotettavuudesta. Tämän tutkielman tarkoituksena on tutkia brändiluottamuksen vaikutusta kuluttajan tyytyväisyyteen, luottamukseen ja uskollisuuteen Internet-sivuja kohtaan. Tutkielman kysely (n=875) toteutettiin Vauva-lehden Internet-sivuilla. Tutkielman tulokset paljastavat, että brändiluottamuksella on merkittävä myönteinen vaikutus kuluttajan tyytyväisyyteen, luottamukseen ja uskollisuuteen Internet-sivuja kohtaan. Internet-sivujen aikaisempikäyttö sekä rekisteröityminen sivuille vaikuttavat myös luottamukseen Internet-sivuja kohtaan. Lisäksi brändiluottamuksen vaikutus brändiuskollisuuden osoittautui erittäin merkittäväksi.

Empirically testing the dimensions of consumer trust in e-commerce

In the fields of marketing and general management, many are the contributions of literature relating trust and e‐commerce. Trust is perceived as an issue that concerns the consumers’ intention to purchase. As so, in this research, a path model is empirically tested in order to develop solutions for Internet vendors on how to deal with consumers and increase their trust. The path model measures how the dimensions of trust, named as competence, integrity and benevolence positively influence the overall trust of the consumers and at the same time how the sources of trust – consumer characteristics, firm characteristics, website infrastructure and interactions influence those dimensions. The data used to test the model was collected in Portugal, through 365 valid cases. Findings revealed that consumers, which have high level of overall trust, are more likely to intent to purchase online.

Persuasive technology and users acceptance of e-commerce: users perceptions of website persuasiveness

Persuasive technologies have been extensively applied in the context of e-commerce for the purpose of marketing, enhancing system credibility, and motivating users to adopt the systems. Recognising that persuasion impacts on consumer behaviour to purchase online have not been investigated previously. This study reviews theories of technology acceptance, and identifies their limitation in not considering the effect of persuasive technologies when determining user online technology acceptance. The study proposes a theoretical model that considers the effect of persuasive technologies on consumer acceptance of e-commerce websites; with consideration of other related variables, i.e. trust and technological attributes. Moreover the paper proposes a model based on the UTAUT2, which contains relevant contributing factors; including the concept of perceived persuasiveness.

Privacy Policies and Users’ Trust: Does Readability Matter?

Over the years, a drastic increase in online information disclosure spurs a wave of concerns from multiple stakeholders. Among others, users resent the “behind the closed doors” processing of their personal data by companies. Privacy policies are supposed to inform users how their personal information is handled by a website. However, several studies have shown that users rarely read privacy policies for various reasons, not least because limitedly readable policy texts are difficult to understand. Based on our online survey with over 440 responses, we examine the objective and subjective readability of privacy policies and investigate their impact on users’ trust in five big Internet services. Our findings show the stronger a user believes in having understood the privacy policy, the higher he or she trusts a web site across all companies we studied. Our results call for making readability of privacy policies more accessible to an average reader.

Print versus website physical activity programs: A randomized trial

Mediated physical activity interventions can reach large numbers of people at low cost. Programs delivered through the mail that target the stage of motivational readiness have been shown to increase activity. Communication technology (websites and e-mail) might provide a means for delivering similar programs. Randomized trial conducted between August and October 2001. Participants included staff at an Australian university (n=655; mean AGE=43, standard deviation, 10 years). Participants were randomized to either an 8-week, stage-targeted print program (Print) or 8-week, stage-targeted website (Web) program. The main outcome was change in self-reported physical activity.

Is YouTube telling or selling you something? Tobacco content on the YouTube video sharing website

The effectiveness of overt tobacco advertising and sponsorship bans is well established. The industry has responded to these bans by implementing “buzz” or “viral” marketing techniques, such as nightclub and dance party promotions. This paper analyses possible tobacco industry content on the burgeoning consumer generated media website, YouTube. Tobacco control efforts need to embrace this new medium in order to counter pro-smoking messages and maximize media advocacy opportunities.

Communicating trustworthiness and building trust in interorganizational virtual organizations

We propose a theory of trust in interorganizational virtual organizations that focuses on how trustworthiness can be communicated and trust built in this environment. The theory highlights three issues that must be dealt with if the potential obstacles to the development of trust in the virtual context are to be overcome. These are communication of trustworthiness facilitated by reliable Information and Communication Technology (ICT), establishment of a common business understanding, and strong business ethics. We propose four specific propositions relating to these issues, and suggest topics to be explored in future research. (C) 2001 Elsevier Science Inc. All rights reserved.

A divulgação da política da segurança e saúde do trabalho, no website das empresas portuguesas certificadas, no âmbito da qualidade (ISO 9001), ambiente (ISO 14001), segurança e saúde do trabalho (OHSAS 18001/NP 4397)

A Internet é um meio privilegiado de comunicação, no qual a informação não conhece fronteiras, e a sua divulgação toma uma dimensão universal. No mundo empresarial a comunicação é hoje tida, como o elemento fulcral dos processos de negócio, em que interação com as partes interessadas, pode ser traduzida em termos do seu expoente máximo pelo website da empresa. Grande parte da informação hoje divulgada à sociedade pela empresa, tem por objetivo demonstrar a «transparência» dos processos da organização, promovendo assim o seu escrutínio público. A investigação visou a análise exploratória dos websites de 422 empresas que se encontravam certificadas no ano 2011, no âmbito dos sistemas de gestão da qualidade (ISO 9001), ambiente (ISO 14001), segurança e saúde do trabalho (OHSAS 18001/NP 4397). O objeto de estudo visou determinar a percentagem de empresas que recorre ao website, para disponibilizar a Política da Segurança e Saúde do Trabalho (PSST), às partes interessadas (stakeholders), no cumprimento da alínea g) do requisito normativo 4.2 dos referenciais OHSAS 18001/NP 4397, bem como compreender a extensão ao website do requisito 4.4.3.1 (comunicação) no âmbito da divulgação da PSST.

A model for the evaluation of data quality in health unit website

This article presents a research work, the goal of which was to achieve a model for the evaluation of data quality in institutional websites of health units in a broad and balanced way. We have carried out a literature review of the available approaches for the evaluation of website content quality, in order to identify the most recurrent dimensions and the attributes, and we have also carried out a Delphi method process with experts in order to reach an adequate set of attributes and their respective weights for the measurement of content quality. The results obtained revealed a high level of consensus among the experts who participated in the Delphi process. On the other hand, the different statistical analysis and techniques implemented are robust and attach confidence to our results and consequent model obtained.

Disclosure via website corporativo: um exame de informações financeiras e de governança no mercado brasileiro

Este artigo objetiva analisar a relação entre a disseminação voluntária de informações relevantes nos websites de empresas abertas com suas características, tendo como amostra 282 empresas não financeiras listadas na Bovespa. Com base na relevância de informações corporativas (financeira e de governança) avaliadas pelos intermediários de informações, que embasaram a constituição de índices ponderados de disclosure, os resultados sugerem que há maior disclosure: i) quanto maior a firma e quanto maior o retorno das ações da empresa; ii) em empresas de governança corporativa diferenciada; iii) em categorias de informações corporativas mais requeridas pelas agências de ratinge pelas corretoras; iv) em empresas mais endividadas.