Using a Quality Model to Evaluate User Interface Trustworthiness of e-Commerce Systems: Scoring Strategies and Preliminary Results

Andréia Casare, Tania Basso, Celmar Guimarães da Silva, Regina Moraes, Regina Moraes

2022

Abstract

Trust in computational systems involves technical aspects and also aspects of human interaction. While technical aspects have been largely studied, we noted that there are few studies about human interaction regarding trust. In the e-commerce context, lack of consumer trust is a critical impediment to the success of e-commerce activities since users avoid systems they do not trust. In this paper, we present the results of a pilot test on a quality model to assess the trustworthiness of e-commerce systems based on user interface. The goal of the interface-based quality model is to complement the trustworthiness measurement of the whole system (i.e., complementing technical aspects measurements, such as security, connectivity, scalability, isolation, among others) and to help users to know if the e-commerce systems they are using are trustworthy. The pilot test was a means of evaluating the material to be used in a wider user interface test. In this test, we collected questionnaire answers and automatic measures, which were normalized to be inserted into our quality model. We also proposed a criteria to weight attribute scores in the model, according to the answers provided by users. Based on these results, the evaluation procedure and assets should be refined to better attend the purposes of the future assessment.

Paper Citation

in Bibtex Style

@conference{hucapp22,
author={Andréia Casare and Tania Basso and Celmar Guimarães da Silva and Regina Moraes},
title={Using a Quality Model to Evaluate User Interface Trustworthiness of e-Commerce Systems: Scoring Strategies and Preliminary Results},
booktitle={Proceedings of the 17th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications (VISIGRAPP 2022) - Volume 2: HUCAPP},
year={2022},
pages={209-216},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010889700003124},
isbn={978-989-758-555-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 17th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications (VISIGRAPP 2022) - Volume 2: HUCAPP
TI - Using a Quality Model to Evaluate User Interface Trustworthiness of e-Commerce Systems: Scoring Strategies and Preliminary Results
SN - 978-989-758-555-5
AU - Casare A.
AU - Basso T.
AU - Guimarães da Silva C.
AU - Moraes R.
PY - 2022
SP - 209
EP - 216
DO - 10.5220/0010889700003124
PB - SciTePress

in Harvard Style

Casare A., Basso T., Guimarães da Silva C. and Moraes R. (2022). Using a Quality Model to Evaluate User Interface Trustworthiness of e-Commerce Systems: Scoring Strategies and Preliminary Results. In Proceedings of the 17th International Joint Conference on Computer Vision, Imaging and Computer Graphics Theory and Applications (VISIGRAPP 2022) - Volume 2: HUCAPP; ISBN 978-989-758-555-5, SciTePress, pages 209-216. DOI: 10.5220/0010889700003124