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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.

            Content

            Author and article information

            Contributors
            Conference
            September 2007
            September 2007
            : 1-9
            Affiliations
            [0001]Informatics Research Centre

            University of Reading

            Whiteknights

            Reading, RG6 6AH, UK
            [0002]Interaction Design Centre

            Middlesex University

            The Burroughs, Hendon

            London NW4 4BE, UK
            Article
            10.14236/ewic/HCI2007.5
            318227bf-4789-4256-a900-b1f5aaa58a5c
            © 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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