The Impact of Customer Trust and Perception of Security Control

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The Impact of Customer Trust and Perception of Security Control on the Acceptance of Electronic Commerce Author(s): Bomil Suh and Ingoo Han Reviewed work(s): Source: International Journal of Electronic Commerce, Vol. 7, No. 3 (Spring, 2003), pp. 135161 Published by: M.E. Sharpe, Inc. Stable URL: . Accessed: 09/12/2012 05:40 Your use of the JSTOR archive indicates your acceptance of the Terms & Conditions of Use, available at .

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The Impact of Customer Trust and Perception of Security Control on theAcceptance of Electronic Commerce Bomil Suh and IngooHan
users has increased dramatically,butmany are reluc ABSTRACT: The numberof Internet e tant to provide sensitivepersonal information Web sites because theydo not trust to the impact of customer of security security. This paper investigates perceptions on e-commerce as the Trust is examined factor of the re acceptance. mediating as the research are Internet banking domain because bank customers lationship, using sensitive concerned about processing information like financial information. A generally control commerce

Web survey of Internet banking users collected 502 cases. Statistical analyses, using structural equation modeling, indicated thatperceptions of nonrepudiation, privacy pro tection, and a data significant tions are presented. a on trust in e-commerce. Trust also has integrity have impact significant on e-commerce and further research direc acceptance. impact Implications


AND PHRASES: e-commerce acceptance, perception of securitycontrol, trust, trust in e-commerce.


the 1990s, the number of people who use the Internet has increased dramatically. Throughout theworld, the number of Internet users was about 160 million in 1998, but was estimated to be about 544 million in 2002. In Korea, the number of Internet users increased to about 22million in 2001 from 138,000 in 1994 [34]. The electronic commerce and Internet business market has also grown rapidly, accompanying the increase in the number of Internet users. The Gartner Group estimates that the scale of the e-commerce market will be about $7.3 trillion in 2004, from $145 billion in 1999 [30].According to a survey conducted by Anderson the scale of the e-commerce Consulting, market inKorea would be more than 2 trillionwon in 2003, up from 80 billion won in 1999 [29]. Since Customers tend to be reluctant to provide sensitive personal information to Web sites in spite of the proliferation of e-commerce [32,51]. They are usu ally comfortable about providing general information, such as preferences, more sensitive information, such as credit card num but not when it comes to bers. These feelings are due not only to the deficiencies of Internet and e commerce security, but to customer distrust of such measures. Customers are

Microsoft's Hotmail password-security breach and the denial-of-service at tack on Amazon's home page. Customer concerns are themajor obstacles to InternationalJournalofElectronic Commerce / Spring 2003, Vol. 7,No. 3, pp. 135-161. Copyright ? 2003 M.E. Sharpe, Inc.All rights reserved. 1086-4415/2003 $9.50 + 0.00.

concerned about on-line payment security, reliability of companies, and lack of privacy policies [23]....
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