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World class computing and information science research at Strathclyde...

The Strathprints institutional repository is a digital archive of University of Strathclyde's Open Access research outputs. Strathprints provides access to thousands of Open Access research papers by University of Strathclyde researchers, including by researchers from the Department of Computer & Information Sciences involved in mathematically structured programming, similarity and metric search, computer security, software systems, combinatronics and digital health.

The Department also includes the iSchool Research Group, which performs leading research into socio-technical phenomena and topics such as information retrieval and information seeking behaviour.

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Consumer trust in the online travel marketplace

Austin, N.K. and Ibeh, K.I.N. and Yee, J.C.C. (2006) Consumer trust in the online travel marketplace. Journal of Internet Commerce, 5 (2). pp. 21-39. ISSN 1533-2861

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Abstract

Trust has been identified as a key challenge for the rapid growth and development of online transactions. However, only a limited number of research studies have examined the key indicators of trust and their relative significance in an online, travel industry environment. These studies have typically taken place in the more advanced western economies. This study contributes to redressing this research gap, using a sample of 135 Singaporean consumers. Analysis suggests six dimensions, including order facilitation effort, website presentation and navigation, customer information exchange, customer control and collaboration, transactional security and prior knowledge of vendor, as being of critical importance in enhancing consumer trust within the online travel marketplace. The managerial and future research implications of these findings are discussed in the paper.