How different types of users develop trust in technology: A qualitative analysis of the antecedents of active and passive user trust in a shared technology

The aim of this study was to investigate the antecedents of trust in technology for active users and passive users working with a shared technology. According to the prominence-interpretation theory, to assess the trustworthiness of a technology, a person must first perceive and evaluate elements of the system that includes the technology. An experimental study was conducted with 54 participants who worked in two-person teams in a multi-task environment with a shared technology. Trust in technology was measured using a trust in technology questionnaire and antecedents of trust were elicited using an open-ended question. A list of antecedents of trust in technology was derived using qualitative analysis techniques. The following categories emerged from the antecedent: technology factors, user factors, and task factors. Similarities and differences between active users and passive user responses, in terms of trust in technology were discussed. © 2014 Elsevier Ltd and The Ergonomics Society.