MobileApp Quality Features Perceived as Relevant for Trust: An Exploratory Study
Luis A. Olsina, Philip Lew · 2018
The app economy, brought to us via mobile and cloud technologies, has transformed our lives. Although making our lives more convenient and cost effective, using these apps implies trust because it connects us with not only people but with organizations and entities that we deal with. These interconnections explicitly and sometimes implicitly require us to share confidential information and transactions. Trust is not an element that comes to mind when using software, but it is critical to our usage and thus, understanding trust as a crucial characteristic of mobile apps will lead to more successful applications. Understanding trust needs to be done via iterative modeling and evaluation via systematic frameworks and strategies. To do this, we propose a customizable trust modeling framework that can be used for evaluation and improvement of trust in mobile apps by representing specific application quality characteristics that may influence trust from the quality in use standpoint. We have conducted a questionnaire of real (expert) users as part of our exploratory study to validate the model and present our results indicating which elements of trust influence users in their usages of mobile banking apps.