Consumer Perceptions of Privacy and Security Risks for Online Shopping

Miyazaki, Anthony D.; Fernández, Ana María

doi:10.1111/j.1745-6606.2001.tb00101.x

Cited by 914 publications

(647 citation statements)

References 32 publications

(32 reference statements)

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“…Yet, privacy and security statements of categories of Web sites do show a positive correlation with consumers' likelihood to purchase from those categories of sites (Miyazaki and Fernandez, 2000). A later study provided support for the relationship between security concerns and a consumer's willingness to purchase online, but did not support a relationship between privacy concerns and the willingness to purchase online (Miyazaki and Fernandez, 2001). Adding to this complex relationship is the fact that privacy and security seals may not be well recognized by consumers.…”

Section: Privacy and Security Statements And Third Party Verificationmentioning

confidence: 99%

Trustworthiness in electronic commerce: the role of privacy, security, and site attributes

Bélanger¹,

Hiller²,

Smith³

2002

The Journal of Strategic Information Systems

887

484

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While the growth of business-to-consumer electronic commerce seems phenomenal in recent years, several studies suggest that a large number of individuals using the Internet have serious privacy concerns, and that winning public trust is the primary hurdle to continued growth in e-commerce. This research investigated the relative importance, when purchasing goods and services over the Web, of four common trust indices (i.e. (1) third party privacy seals, (2) privacy statements, (3) third party security seals, and (4) security features). The results indicate consumers valued security features significantly more than the three other trust indices. We also investigated the relationship between these trust indices and the consumer's perceptions of a marketer's trustworthiness. The findings indicate that consumers' ratings of trustworthiness of Web merchants did not parallel experts' evaluation of sites' use of the trust indices. This study also examined the extent to which consumers are willing to provide private information to electronic and land merchants. The results revealed that when making the decision to provide private information, consumers rely on their perceptions of trustworthiness irrespective of whether the merchant is electronic only or land and electronic. Finally, we investigated the relative importance of three types of Web attributes: security, privacy and pleasure features (convenience, ease of use, cosmetics). Privacy and security features were of lesser importance than pleasure features when considering consumers' intention to purchase. A discussion of the implications of these results and an agenda for future research are provided. q

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Section: Privacy and Security Statements And Third Party Verificationmentioning

confidence: 99%

Trustworthiness in electronic commerce: the role of privacy, security, and site attributes

Bélanger¹,

Hiller²,

Smith³

2002

The Journal of Strategic Information Systems

887

484

View full text Add to dashboard Cite

show abstract

“…Nonetheless, it is important to distinguish between information seeking and the actual purchasing of products online. Prior research has demonstrated that individuals are concerned with the safety and security of their online transactions [56,68,80]. It is therefore plausible that although individuals find the Internet to be a more convenient and complete resource for product information than other media, such as newspapers and magazines, they may still feel uncomfortable buying products online.…”

mentioning

confidence: 94%

Mitigating risk in ecommerce transactions: perceptions of information credibility and the role of user-generated ratings in product quality and purchase intention

Flanagin

Metzger

Pure

et al. 2014

Electron Commer Res

208

116

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Although extremely popular, electronic commerce environments often lack information that has traditionally served to ensure trust among exchange partners. Digital technologies, however, have created new forms of "electronic word-of-mouth," which offer new potential for gathering credible information that guides consumer behaviors. We conducted a nationally representative survey and a focused experiment to assess how individuals perceive the credibility of online commercial information, particularly as compared to information available through more traditional channels, and to evaluate the specific aspects of ratings information that affect people's attitudes toward ecommerce. Survey results show that consumers rely heavily on web-based information as compared to other channels, and that ratings information is critical in the evaluation of the credibility of online commercial information. Experimental results indicate that ratings are positively associated with perceptions of product quality and purchase intention, but that people attend to average product ratings, but not to the number of ratings or to the combination of the average and the number of ratings together. Thus suggests that in spite of valuing the web and ratings as sources of commercial information, people use ratings information suboptimally by potentially privileging small numbers of ratings that could be idiosyncratic. In addition, product quality is shown to mediate the relationship between user ratings and purchase intention. The practical and theoretical implications of these findings are considered for ecommerce scholars, consumers, and vendors.Keywords Ecommerce · Credibility · User-generated content · Amazon · Product ratings · Electronic word of mouth · Information credibility · Purchase intention · Product quality · User ratings People are increasingly relying on web-based commercial information for electronic commerce ("ecommerce") transactions that range from small personal items to home purchases [45]. Retail ecommerce sales in the U.S. currently constitute roughly 4 % of total retail sales, which translates to almost 40 billion dollars annually [10]. The number of Americans who have purchased a product online has steadily increased since 2000, and a majority (66 %) now report having made at least one online purchase [46]. An even larger percentage (93 %) has used the Internet for ecommerce-related activities, including researching information about a product they are thinking of buying, with more than a quarter of Americans reporting they do this on a daily basis [49]. In fact, over the last decade the number of people either researching or buying a product or service online has nearly doubled, a trend that holds true across a wide range of ecommerce-related activities [45].Despite its popularity, online commercial transactions often lack elements that have traditionally served to ensure trust and credibility among exchange parties. Indeed, varying "patronage modes" embody different levels of risk for the consumer, which incr...

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“…According to Miyazaki and Fernandez (2001), information security is widely recognized as a crucial by both government and industry organizations. From the consumer's perspective, information security issues can be a barrier to the growth of e-commerce.…”

Section: Information Securitymentioning

confidence: 99%

Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector

AlHaliq¹,

AlMuhirat²

2016

ASS

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This research aims to examine the extent of customer satisfaction with electronic banking (e-banking) services in the Saudi banking sector and to address issues with quality of services by focusing on the following: (i) ease of use; (ii) information security and reliability and its role in influencing customer adoption of electronic services; (iii) the mechanisms of monitoring and control over these services. The research employed analytic and descriptive methodology, collecting primary data through a survey. It examined various aspects of electronic services provided by banks in Saudi Arabia to shed more light on these services and customer expectations, while also taking into account modern studies in this field as secondary data. The results show that Saudi banks have succeeded in attaining significant customer satisfaction by improving their electronic services, facilitating electronic transactions, improving processing performance and enhancing the specifications of electronic services. In addition, they have achieved effective communication with their customers as well as the speed of applications. However, there is an absence of awareness and guidance for customers about the e-banking system. The results of this research lead to some recommendations for improving the electronic services provided by banks in Saudi Arabia to enhance customer satisfaction.

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Consumer Perceptions of Privacy and Security Risks for Online Shopping

Cited by 914 publications

References 32 publications

Trustworthiness in electronic commerce: the role of privacy, security, and site attributes

Trustworthiness in electronic commerce: the role of privacy, security, and site attributes

Mitigating risk in ecommerce transactions: perceptions of information credibility and the role of user-generated ratings in product quality and purchase intention

Customer Satisfaction with Electronic Banking Services in the Saudi Banking Sector

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