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Factors and Models Analysis of Consumer Trust on Ecommerce

DOI: http://dx.doi.org/10.17800/2238-8893/aos.v3n1p111-120



Deivison P. Franco1


Abstract: Consumer trust is a popular issue within the field of e-commerce. The study summarizes the academic papers on consumer trust, and presents the internal and external factors that affect this trust. The internal factors include the consumer characteristics, website characteristics, and firm characteristics. The external factors include policy and technology. The research also presents a model which shows that the trust-building process within e-commerce is cyclical.

Key words: Consumer Trust. Analysis of Consumer Trust. Factors and Models. E-commerce.


Resumo: A confiança do consumidor é uma questão popular de e-commerce. O estudo resume os trabalhos acadêmicos, e apresenta os fatores internos e fatores externos sobre a confiança do consumidor. Os fatores internos incluem as características do consumidor, características do site, e características da empresa. Os fatores externos incluem política e tecnologia. A pesquisa também apresenta um modelo que o processo de construção de confiança é ciclo em e-commerce.

Palavras-chave: Confiança do Consumidor. Análise da Confiança do Consumidor. Fatores e Modelos. Comércio Eletrônico.


1 Mestrando do Programa de Pós-Graduação em Ciência da Computação da Universidade Federal do Pará (PPGCC-UFPA), com linha de pesquisa em Segurança Computacional. Especialista em Ciências Forenses pelo Centro Universitário do Pará (CESUPA), Especialista em Suporte a Redes de Computadores e Tecnologias Internet e em Redes de Computadores pela Universidade Federal do Pará (UFPA) e Graduado em Processamento de Dados pela Universidade da Amazônia (Unama) (deivison.pfranco@gmail.com).


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