<p>The popularity of personal computers and recent advances in Internet technology has provided companies with a new medium for selling their products and increasing their customer base. Due to the influx and acceptance of these new possibilities for both users and businesses, all the more organizations are choosing to exploit electronic commerce. This concept is nothing new or novel, but over the years recent development in the domain of e-commerce has increased tremendously and it has become more commonplace and viable as a solution for customers to easily and effectively shop for products and services. One reason for users not to do an online purchase is feelings of uncertainty and dependency on the unknown, but more importantly a lack of trust for the vendor and the technology involved in the transaction. The focus of this report is on aspects of user trust in business-to-consumer e-commerce and how specific factors of e-commerce, i.e., usability, web site design, security, transference and privacy, influence user trust in e-businesses.</p><p>Eleven respondents who had some experience in e-commerce purchases were interviewed using open-ended questions to find out how they perceived trust in general and how certain factors influence their perception of trust in e-commerce. The results of this study show that usability, web site design, security, and transference and privacy, directly influence user trust in e-businesses since these factors lie closest to the user and are deciding factors for the users and influence their decisions regarding transactions in e-commerce. These results can be of importance for vendors since they show how the customers perceive trust and which factors can directly influence their trust in a vendor and their experience with e-commerce and that the factors can play a deciding role on whether or not a customer will make a purchase.</p>

The popularity of personal computers and recent advances in Internet technology has provided companies with a new medium for selling their products and increasing their customer base. Due to the influx and acceptance of these new possibilities for both users and businesses, all the more organizations are choosing to exploit electronic commerce. This concept is nothing new or novel, but over the years recent development in the domain of e-commerce has increased tremendously and it has become more commonplace and viable as a solution for customers to easily and effectively shop for products and services. One reason for users not to do an online purchase is feelings of uncertainty and dependency on the unknown, but more importantly a lack of trust for the vendor and the technology involved in the transaction. The focus of this report is on aspects of user trust in business-to-consumer e-commerce and how specific factors of e-commerce, i.e., usability, web site design, security, transference and privacy, influence user trust in e-businesses. Eleven respondents who had some experience in e-commerce purchases were interviewed using open-ended questions to find out how they perceived trust in general and how certain factors influence their perception of trust in e-commerce. The results of this study show that usability, web site design, security, and transference and privacy, directly influence user trust in e-businesses since these factors lie closest to the user and are deciding factors for the users and influence their decisions regarding transactions in e-commerce. These results can be of importance for vendors since they show how the customers perceive trust and which factors can directly influence their trust in a vendor and their experience with e-commerce and that the factors can play a deciding role on whether or not a customer will make a purchase.

As a subject of this Masters thesis, I have chosed Customer Relationship Managemement in the aerospace industry, thus the aplication of set of tools supporting marketing, sales and customer service. The work is a gradual description of current trands and changes in the aviation industry with aim to follow moments of truth and the processes that take place at customer level Business to Cusotmer (B2C) and at industrial level Business to Business (B2B). While the B2C sector is represented by relatioship of air cariers and passengers, the B2B sector follows the relationship of air carriers and airports. The work is divided into two main parts, theoretical and practical one. The theoretical part consists of a destription of the CRM and aviation industry. It is based on the knowledge that the customer relationship strategy is a long-term and effecite partnership based on understanding of specific customer wishes and needs, which is supported by IT technologies and propper alignment of business processes. The practical part was written in order to apply CRM approaches to right customers (using an appropriate market segmentation) at right place (by creating positive moments of truth) and through right processes.

In changing world of e-commerce and internet based communication, business transactions and data flows play a key role in successful business management. It is vital to formalize business transactions. Communicative action loop was proposed for modeling these transactions. XML is often used for data exchange. BTP is a specific extended transaction model that allows coordination of resources which are exposed by multiple autonomous organizations. This model relaxes the traditional ACID properties and forms a protocol that can run for long periods of time over the inherently unreliable environment that is the Internet. This project aims to demonstrate if the .NET technology is a sufficiently flexible model to provide an implementation of BTP and whether the functionality provided by the framework is enough to support the complex interactions specified by the protocol.

Förtroende inom e-handel är en av de viktigaste faktorerna för att ett företag ska lyckas online. För framgångsrik försäljning mellan företag och konsument krävs det att webbplatsen inger förtroende på olika sätt. Vetenskaplig litteratur som har undersökts i bakgrundskapitlet visar ett behov av en kategorisering samt en checklista som kan stötta utveckling av förtroendeingivande e-handelswebbplatser. För att öka förståelsen av området har artiklar samlats in som undersökt förtroende inom e-handel. Insamling av artiklar skedde genom en systematisk litteraturstudie i relevanta tidskrifter och databaser. En analys och sammanställning av aspekterna gjordes och delades in i kategorier. Kategoriseringen av aspekterna resulterade i en checklista som kan hjälpa en user experience designer att utveckla e-handelswebbplatser som inger förtroende. För framtida studier kan checklistan med fördel testas av en UX-designer i sitt arbete eller genom en empirisk undersökning validera om checklistan behöver ändras eller utökas med fler aspekter. / Trust in e-commerce is one of the most important factors for a business to succeed online. For successful sales between company and consumer, the website requires trust in different ways. The scientific literature that has been examined in the background chapter shows a need for categorization of aspects regarding trust in e-commerce as well as a checklist that can support the development of trustworthy e-commerce sites. To get further understanding of this area, articles that examine trust in e-commerce have been collected. The gathering of articles was done by a systematic literature study in relevant journals and databases. An analysis and summary of the aspects were made and divided into categories. The categorization of the aspects resulted in a checklist that can help a user experience designer to develop trustworthy e-commerce websites. For future studies, the checklist can either be tested by a UX designer in his work or by an empirical study to validate whether the checklist needs to be changed or expanded with more aspects.

This thesis examines the effects of Culture, the Unified Theory of Acceptance and Use of Technology (UTAUT), Expectation Confirmation Theory (ECT) and Technology Readiness (TR) on the satisfaction and usage continuance intention of Internet banking customers within the Saudi Arabian context. The aim is to develop and test a new framework for use in determining the factors that affect Internet banking customers’ actual usage behaviours, with a special focus on the role of cognitive processes, and cultural and personal psychological traits. This research uses cross-sectional survey questionnaire methods within a quantitative approach. 261 valid responses were received. Structural Equation Modelling (SEM) was used to test the hypothesised relationships within the research model in Analysis of Moment Structures (AMOS 20) software. ECT is well established in conventional marketing literature and explains how cognitive beliefs and affects lead to customers’ repurchasing behaviour. It was first adopted for the Information Systems (IS) context and then customised to explain IS continuance intention behaviour. However, previous ECT customisations in the IS context present a significant knowledge gap because technology-based services are sensitive to individuals’ psychological traits, which ECT does not account for. This research integrates psychological traits and culture into the ECT framework to explain customer satisfaction and continuance intentions in the context of Internet banking usage. It combines ECT with the UTAUT in order to expand ECT to include more cognitive beliefs. Then it integrates TR and Culture to account for psychological and sociological traits. The results present a new contribution to the body of knowledge by validating a theoretically backed integration of the above models into one structural model. This model broadens the understanding of the factors that influence IS satisfaction and usage continuance intention. Compared to previous studies, the explanatory power of this model is a major improvement, with an R2 of (0.61) for usage continuance intention.