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Understanding Trust in Information Systems - The Impact of Trust in the System and in the Provider
Type
conference paper
Date Issued
2015-08-07
Author(s)
Research Team
IWI6
Abstract
To provide value for businesses, information systems (IS) must be adopted and used by their intended users, no matter whether a company focuses on selling IS on the market (external users) or whether IS are used to keep the business going (internal users). One of the most important factors driving the adoption and use is trust. The goal of this paper is to provide a first evaluation of a conceptual piece claiming a) that users distinguish between their trust in an IS and the provider of this IS and b) that both kinds of trust are important for the success sustainable success of IS providers, and thus should be studied simultaneously. To evaluate the claims, a research model is developed and evaluated using data of 234 students during the introduction of a new IS at an university. The results provide empirical support for both claims, since the correlation between the two trust constructs is low, and the nomological networks
are different. Regarding the importance of both constructs, trust in the IS is found to have an important impact of the use of the IS, whereas trust in the provider is a major driver of the users' loyalty.
are different. Regarding the importance of both constructs, trust in the IS is found to have an important impact of the use of the IS, whereas trust in the provider is a major driver of the users' loyalty.
Language
English
Keywords
trust
information systems
trust in the information system
trust in the provider
HSG Classification
contribution to scientific community
HSG Profile Area
SoM - Business Innovation
Refereed
Yes
Book title
Academy of Management Proceedings 2015
Event Title
75th Annual Meeting of the Academy of Management
Event Location
Vancouver, BC, Kanada
Event Date
05.-09.08.2015
Subject(s)
Division(s)
Eprints ID
240677
File(s)