The influence of familiarity and security on decision making processes in e-commerce : the role of user experience

Fahim AKHTER, Wendy HUI

Research output: Book Chapters | Papers in Conference ProceedingsBook Chapter


E-commerce can enhance its acceptance among users through fostering online trust, which is vital for decision-making process. The perception and computation of trust is crucial for vendors and users for the success of e-commerce. The calculation and measurement of trust antecedent involves complex aspect such as presence of security controls and familiarity within the Web site. Most companies are acquiring ''security technology", because everybody else is doing the same, but not because there has been a proper assessment of its association with trust. The purpose of this chapter is to analyze the role of trust antecedents such as security and familiarity when they are used collectively to do online transactions. Trust, in general, is an important factor in conducting e-transactions, which resolve around uncertainty and ambiguity. The fuzzy logic approach provides a means for coping with this uncertainty and vagueness that are present in e-commerce. Therefore, the fuzzy logic approach has been deployed to develop scales to measure the effects of users' familiarity and perception of security in an online business-to-consumer (B2C) context. This research provides guidelines to vendors on how they could ascertain the trust level of their business and ways of mitigate the negative impact on the trust level.
Original languageEnglish
Title of host publicationE-business models, services, and communications
EditorsIn LEE
Place of PublicationHershey
PublisherIGI Global
Number of pages10
ISBN (Electronic)9781599048338
ISBN (Print)9781599048314
Publication statusPublished - 2008
Externally publishedYes

Publication series

NameAdvances in E-Business Research Series (AEBR)
PublisherIGI Global
ISSN (Print)1935-2700


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