Meeting consumer trust concerns at the checkouts of Australian online retailers

Abstract

[Abstract]: Lack of security and consumer trust has been repeatedly reported as one of the most important factors hindering the development of e-Commerce. This paper is a preliminary analysis of the types of trust building mechanisms available to merchants and the extent to which a selection of Australian online retailers have incorporated them in their websites. The assessment of security in the trustworthiness evaluation process typically takes place just before placing an order. The focus here, therefore, is specifically on those measures most likely to enhance confidence in the payment processing phase. We study some of the tools, over and above technical security infrastructure solutions, that could help mitigate consumer concerns over trust and security issues arising out of this stage of the business process chain.