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      A Card-Sorting Probe of E-Banking Trust Perceptions

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      Proceedings of HCI 2007 The 21st British HCI Group Annual Conference University of Lancaster, UK (HCI)

      British HCI Group Annual Conference

      3 - 7 September 2007

      Trust, e-banking, card sorting, usability, design

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          Abstract

          This paper investigates the issue of trust mediation in e-Banking. The card sorting technique was used to probe factors influencing subjects’ attitudes to alternative e-banking homepage designs. The subjects also provided their trust perceptions for the same sites. These were cross-referenced with constructs generated in the card-sort to investigate the relationship between tangible and intangible trust mediators, including the interplay between site design and usability. The study findings suggest that the degree of effectiveness of tangible factors, such as security policy and trust seals, may be subtly influenced by design phenomena related to usability. The findings are articulated using Gambettas theory of trust within an e-banking context. These are mapped to the layers of a semiotic trust ladder.

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          Most cited references 13

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          On-line trust: concepts, evolving themes, a model

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            The mechanics of trust: A framework for research and design

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              Designing towards emotional usability in customer interfaces—trustworthiness of cyber-banking system interfaces

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                Author and article information

                Contributors
                Conference
                September 2007
                September 2007
                : 1-9
                Affiliations
                Informatics Research Centre

                University of Reading

                Whiteknights

                Reading, RG6 6AH, UK
                Interaction Design Centre

                Middlesex University

                The Burroughs, Hendon

                London NW4 4BE, UK
                Article
                10.14236/ewic/HCI2007.5
                © Tim French et al. Published by BCS Learning and Development Ltd. Proceedings of HCI 2007 The 21st British HCI Group Annual Conference University of Lancaster, UK

                This work is licensed under a Creative Commons Attribution 4.0 Unported License. To view a copy of this license, visit http://creativecommons.org/licenses/by/4.0/

                Proceedings of HCI 2007 The 21st British HCI Group Annual Conference University of Lancaster, UK
                HCI
                21
                Lancaster, UK
                3 - 7 September 2007
                Electronic Workshops in Computing (eWiC)
                British HCI Group Annual Conference
                Product
                Product Information: 1477-9358BCS Learning & Development
                Self URI (journal page): https://ewic.bcs.org/
                Categories
                Electronic Workshops in Computing

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