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Article
Publication date: 1 December 2005

M. Coetzee and J.H.P. Eloff

This paper aims to show that information and evidence found in the XML‐based environment of web services can allow web services providers to gain a sense of the…

1527

Abstract

Purpose

This paper aims to show that information and evidence found in the XML‐based environment of web services can allow web services providers to gain a sense of the trustworthiness of web services requestors over time.

Design/methodology/approach

A literature review on trust in web services environment is provided. Trust management models, and an existing trust specification for web services are discussed. Next, a conceptual framework for web services trust formation is presented.

Findings

The paper makes explicit types of information that can be used for trust formation. Web services providers are given the ability to trust requestors autonomously by making use of information that is published through web services standards, defined over and above a web services interface. The approach incorporates elements of social trust as it is concerned with more than cryptographic controls. It has mechanisms that allow a web services provider to manage trust autonomously, enabling different types of trust for different situations.

Research limitations/implications

A conceptual framework for trust formation has been defined that identifies a proposal for trust calculation. The paper does not address the implementation of the framework, and calculation of trust over information categories.

Practical implications

The paper identifies a practical approach to autonomous web services trust by making use of web services standards such as WS‐Policy and WSMetadataExchange.

Originality/value

This paper identifies a taxonomy of trust information that can be used to make explicit the requirements for web services trust.

Details

Internet Research, vol. 15 no. 5
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 28 June 2021

Abdullah Alkraiji and Nisreen Ameen

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality…

1133

Abstract

Purpose

This study examines the effect of multidimensional constructs on citizen loyalty to e-government services. More specifically, it examines the effects of service quality, trust and satisfaction on loyalty to these services.

Design/methodology/approach

The data were collected via a questionnaire that was completed by 780 foundation-year students in government universities in Saudi Arabia. The students who participated in the study had used a unified system provided by the Ministry of Education in Saudi Arabia for university admission. The data were analysed using structural equation modelling.

Findings

The key findings revealed that the factors service quality, trust in government, trust in e-government services and citizen satisfaction play a significant role in developing citizen loyalty to e-government services. Trust in government has the strongest direct effect on citizen loyalty to e-government services, and service quality has the strongest total effect on citizen loyalty. In contrast, citizen satisfaction has the least significant influence on citizen loyalty to e-government services.

Originality/value

This study proposes a new model for citizen loyalty to e-government services that combines the service quality model and trust theory. In addition, this study is among the first to categorise trust into three factors – trust in government, trust in e-government and disposition to trust – and integrate them into a model. Furthermore, the study reveals the roles of satisfaction and service quality in developing citizen loyalty. The findings of this study fill a gap in knowledge on citizen trust in, satisfaction with and loyalty to e-government services.

Details

Information Technology & People, vol. 35 no. 4
Type: Research Article
ISSN: 0959-3845

Keywords

Article
Publication date: 31 July 2019

Eugene Cheng-Xi Aw, Norazlyn Kamal Basha, Siew Imm Ng and Murali Sambasivan

The purpose of this paper is to empirically test the antecedents and outcome of perceived value and trust toward on-demand ridesharing services (ODRS). The antecedents are…

1914

Abstract

Purpose

The purpose of this paper is to empirically test the antecedents and outcome of perceived value and trust toward on-demand ridesharing services (ODRS). The antecedents are perceived innovativeness, perceived personalization, perceived usefulness of rating system and service personal values. The outcome is the continuance intention toward ODRS. This study also aims to uncover the mediating role of trust and the moderating role of technology readiness.

Design/methodology/approach

The ODRS considered in this research are Grab and Uber in the context of Malaysia. A questionnaire was constructed, and responses were obtained from 280 Malaysian consumers who have experienced ODRS. The authors tested the framework using partial least square structural equation modeling technique.

Findings

The result indicates several significant relationships: perceived personalization, perceived usefulness of rating system and service personal values significantly influence perceived value and trust; trust mediates the relationships between perceived personalization, perceived usefulness of rating system, service personal values and perceived value; perceived value significantly influences continuance intention; and technology readiness moderates the relationship between perceived personalization and perceived value.

Originality/value

The current study adds significantly to the body of knowledge about ODRS by examining the direct determinants of trust and perceived value, and exhibiting how trust mediates the mechanism. This study also illustrates the interplay of moderator (technology readiness) and perceived value.

Details

Asia Pacific Journal of Marketing and Logistics, vol. 31 no. 5
Type: Research Article
ISSN: 1355-5855

Keywords

Article
Publication date: 5 June 2020

Donghee Shin and Yujong Hwang

This study takes an affordance approach to explain how users perceive the affordance of user action within blockchain and examines how it influences the subsequent user…

Abstract

Purpose

This study takes an affordance approach to explain how users perceive the affordance of user action within blockchain and examines how it influences the subsequent user experience. Focusing on the effect of trust on cognitive processes, the authors analyze how affordances in blockchains affect the user experience.

Design/methodology/approach

The blockchain affordances are examined through a two-stage process. The authors employ a qualitative analysis based on insights gained from the current literature and interviews. The authors then apply a quantitative survey to examine the role of trust in interactions with blockchain services. A structural user model was tested in which their appreciation of affordances of blockchain predicted the trust and satisfaction.

Findings

Users' appreciation for transparency and reliability explained to what extent they trust and are satisfied, thereby suggesting the heuristic roles of trust in blockchains. The study findings indicate a heuristic role for trust regarding underlying links to technological and affective affordances. A user's cognitive heuristics affect their attitudes toward blockchain, in which technological features are processed through users' perceptions and experience.

Research limitations/implications

The model contributes to the conceptualization of security, privacy and traceability along with trust, which is then linked to transparency and reliability. The findings show how the frame of affordances gains explanatory power by being linked to the concepts of affect and emotion. The heuristics of direct perception of security–traceability–privacy (STP) can be used to understand the trajectory of heuristics and ongoing choices of blockchain.

Practical implications

The study results offer a lens through which to address the technology's most common problems by pairing user experience principles and heuristics to blockchain technologies. This study offers insights into the understanding of user actions related to blockchains and into practical implications for developing trust-based services. The results guide the application and tailoring of motivational affordances in blockchain.

Originality/value

While blockchain technology has gained popularity and momentum, there has been little research on how specific features of blockchain technology create value. This study contributes to the research gap by highlighting the role and dimension of trust in relation to STP in blockchains and provides meaningful implications for theory and practice.

Details

Online Information Review, vol. 44 no. 4
Type: Research Article
ISSN: 1468-4527

Keywords

Article
Publication date: 8 August 2019

Sajid Mohy-Ul-Din, Sarminah Samad, Mohsin Abdur Rehman, Mirza Zaar Ali and Usman Ahmad

This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of service

Abstract

Purpose

This study aims to investigate the relationship between institutional trust, dispositional trust and trust in takaful products with the mediating effect of service-provider expertise.

Design/methodology/approach

The data for this study were collected from 385 takaful policyholders from Lahore and Islamabad, Pakistan. The relationship is estimated with PLS-SEM using the bias-corrected bootstrapping method.

Findings

For paths 1 and 2, the results suggest a significant positive relationship between institutional trust, dispositional trust, service provider expertise and trust in takaful products. Results for the bias-corrected bootstrapping model revealed that service provider expertise mediates the relationship between intuitional trust, dispositional trust and trust in takaful products.

Research limitations/implications

Data were collected from provincial and federal capital cities of Pakistan where institutional setting is much much as compared to other cities

Practical implications

From the managerial perspective, the dispositional trust would help them in choosing appropriate marketing strategy, segmentation, new product development, targeting and positioning to increase penetration. At the same time, takaful companies need to improve their expertise, knowledge and information-sharing mechanism for fostering overall consumer perception of trust in takaful products.

Social implications

Insurance, conventional or Islamic, is meant to transfer risk to the third party. Regulators need to improve overall institutional factors because improvement will strengthen the trust level of the general public. Stringent institutional settings act as a sense of strong structural assurance and situational normality. A rise in trust level would induce people to purchase more policies and carry on risky investments that would ultimately result in higher economic growth.

Originality/value

To the best of the authors’ knowledge, no empirical study has been conducted to examine the impact of institutional and dispositional trust on trust in takaful products with the mediating effect of service provider expertise

Details

International Journal of Islamic and Middle Eastern Finance and Management, vol. 12 no. 4
Type: Research Article
ISSN: 1753-8394

Keywords

Article
Publication date: 12 June 2007

Marijke Coetzee and J.H.P. Eloff

This paper seeks to investigate how the concept of a trust level is used in the access control policy of a web services provider in conjunction with the attributes of users.

Abstract

Purpose

This paper seeks to investigate how the concept of a trust level is used in the access control policy of a web services provider in conjunction with the attributes of users.

Design/methodology/approach

A literature review is presented to provide background to the progressive role that trust plays in access control architectures. The web services access control architecture is defined.

Findings

The architecture of an access control service of a web service provider consists of three components, namely an authorisation interface, an authorisation manager, and a trust manager. Access control and trust policies are selectively published according to the trust levels of web services requestors. A prototype highlights the incorporation of a trust level in the access control policy as a viable solution to the problem of web services access control, where decisions of an autonomous nature need to be made, based on information and evidence.

Research limitations/implications

The WSACT architecture addresses the selective publication of policies. The implementation of sophisticated policy‐processing points at each web service endpoint, to automatically negotiate about policies, is an important element needed to complement the architecture.

Practical implications

The WSACT access control architecture illustrates how access control decisions can be made autonomously by including a trust level of web services requestors in an access control policy.

Originality/value

The WSACT architecture incorporates the trust levels of web services requestors and the attributes of users into one model. This allows web services providers to grant advanced access to the users of trusted web services requestors, in contrast with the limited access that is given to users who make requests through web services requestors with whom a minimal level of trust has been established.

Details

Internet Research, vol. 17 no. 3
Type: Research Article
ISSN: 1066-2243

Keywords

Article
Publication date: 7 August 2017

Roghiyeh Hajizadeh and Nima Jafari Navimipour

Cloud services have become very popular among researchers and people recently. In such a scenario, identifying reliable cloud services has become very important. The trust

Abstract

Purpose

Cloud services have become very popular among researchers and people recently. In such a scenario, identifying reliable cloud services has become very important. The trust value plays a significant role in recognizing reliable providers. The purpose of this paper is to propose a new method to evaluate the trust metric among the cloud providers. The main goal is to increase the precision and accuracy of the trust evaluation method in the cloud environments.

Design/methodology/approach

This paper evaluates the trust metric among the cloud providers and entities by grouping the services and using a behavioral graph. Four parameters, availability, reliability, interaction evolution and identity, are used for evaluating the trust value. The performance of the proposed method is assessed using a simulator which is programmed in the cloud Azure 2013 based on C# codes.

Findings

The method is evaluated through various experiments in terms of precision, recall, error-hit, reliability and availability. The obtained results show that the proposed method has better reliability and availability than the FIFO and QoS models. Also, the results show that increasing the number of groups leads to increasing values of trust, precision and availability, and decreasing values of error-hit.

Originality/value

This paper proposes a trust evaluation method in the cloud environment by grouping the services and using a behavioral graph for improving the amount of availability, error-hit, precision and reliability values.

Details

Kybernetes, vol. 46 no. 7
Type: Research Article
ISSN: 0368-492X

Keywords

Book part
Publication date: 15 August 2019

Wolfgang Bauer, Jürgen Dorn and Ivan Pryakhin

The level of trust in a service provider is an important decision factor when buying industrial services. Especially, the outcome uncertainties of services, its…

Abstract

The level of trust in a service provider is an important decision factor when buying industrial services. Especially, the outcome uncertainties of services, its individuality, and asymmetric information between buyer and seller are some reasons that the evaluation of trust is a key component in service trading. Consequently, searching of potential new suppliers involves examining providers’ trustworthiness. This paper focuses on the study of online trust signals used by buyers, to assess provider’s trustworthiness in the context of industrial services. The main research objective is to propose the basis for a digital tool, which helps buyers to assess provider’s trustworthiness by providing a “standardized trustworthiness signal description” and “trust functionalities.” A particular approach is used, wherein different methods are mixed such as a case study, expert interviews, and a quantitative method following the guideline of the design science paradigm. The aim is to propose a useful tool for trustworthiness assessment to enhance e-markets for industrial services.

Details

New Insights on Trust in Business-to-Business Relationships
Type: Book
ISBN: 978-1-83867-063-4

Keywords

Book part
Publication date: 20 August 2018

Andreas Oehler and Stefan Wendt

Current trends in financial services are characterised by two intertwined developments. First, increasing digitalisation provides opportunities to invest or raise money…

Abstract

Current trends in financial services are characterised by two intertwined developments. First, increasing digitalisation provides opportunities to invest or raise money through channels that have not been available with more traditional financial services. Crowd-investing and social-trading platforms act as new intermediaries. Similarly, automated advice (robo-advice) is attracting increased attention. Second, the financial crisis of 2007–2010 is associated with a considerable decline in trust in financial institutions, even more so in Iceland, which had experienced a complete collapse of its banking system. Despite the evaporation of trust in their banking system, Icelandic consumers were largely bound to use Icelandic financial institutions because capital controls were in place since the financial crisis until 2017, which limited investors’ opportunities to, for example, diversify their portfolios internationally. As financial decisions are inherently risky and since financial services have the characteristics of credence goods, those who wish to use financial services need to trust financial intermediaries or the immediate contractual partner. The purpose of this chapter is to examine the role of trust in the context of increased digitalisation, and to discuss steps to establish trust in digitalised financial services. Among other items, we discuss the information requirements accompanying financial products and financial institutions, data protection and liability in the context of emerging digitalisation. Our work holds implications for individuals, financial service providers, policy makers and supervisory authorities.

Details

The Return of Trust? Institutions and the Public after the Icelandic Financial Crisis
Type: Book
ISBN: 978-1-78743-348-9

Keywords

Book part
Publication date: 3 October 2022

Fariq Rahadiyan Chalik and Taufik Faturohman

E-wallet is one of the financial technology (fintech) products. In Indonesia, e-wallet is still in the growing stage. Many e-wallet providers are attracted to join the…

Abstract

E-wallet is one of the financial technology (fintech) products. In Indonesia, e-wallet is still in the growing stage. Many e-wallet providers are attracted to join the market every year, and the competition becomes tighter, focusing on customer acquisition. Promotion is launched, burning much cash in making the promotion. However, cash-burning does not guarantee that customers will use one e-wallet. Customer satisfaction is an important key element of success and continuous use in information systems and e-commerce contexts. This research aims to investigate the satisfaction of e-wallet customer in Indonesia, focusing on and extending the trust role. This study adopted the model proposed by Geebren, Jabbar, and Luo (2021), which is an extension of information system success model. This research used Structural Equation Modeling with Partial Least Squares to analyze the data. It was found that factors that influence customer satisfaction are trust, system quality, information quality, service quality, and structural assurance. The authors found that trust positively affects customer satisfaction, and trust plays a vital role in customer satisfaction. Also, trust has a role as partial and full mediators. It is suggested that e-wallet providers should consider enhancing customer satisfaction.

Details

Quantitative Analysis of Social and Financial Market Development
Type: Book
ISBN: 978-1-80117-921-8

Keywords

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