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Förtroende för E-handeln: Förtroendeskapande
University of Skövde, School of Business.
University of Skövde, School of Business.
2014 (Swedish)Independent thesis Basic level (degree of Bachelor), 10 credits / 15 HE creditsStudent thesisAlternative title
Trust in E-commerce : Building trust (English)
Abstract [sv]

Syftet med studien är att undersöka hur företag arbetar med att skapa och bevara kundförtroende över internet. För att besvara syftet undersöker vi hur företag som bedriver e-handel arbetar med att skapa och bevara kundförtroende. Undersökningen utgår ifrån relevant litteratur och framförallt två modeller som tillsammans bildar en teoretisk referensram. Denna referensram används som modell och grund för en kvalitativ undersökning. Den kvalitativa undersökningen grundar sig i sex djupgående intervjuer baserade på personliga möten och telefonintervjuer. Vår studie visar att interaktionen mellan företag och kund har stor betydelse vid förtroendeskapandet. Kommunikation är en faktor som teorin inte behandlat tidigare men som visat sig ha en stor betydelse idag.

Abstract [en]

The purpose of this study is to investigate how working to create and maintain customer trust over the internet. To answer the question, we examine how companies engaged in e-commerce are working to create and maintain customer trust.The survey is based on relevant literature and especially two models that make up a theoretical framework. This reference frame is used as a model and basis for a qualitative study. The qualitative study is based on six in-depth interviews based on personal meetings and telephone interviews. Our study shows that the interaction between companies and their customer is of great importance in trust creation. Communication is a factor that is not previously treated in the theory but which proved to be of great importance today.

Place, publisher, year, edition, pages
2014. , p. 63
Keywords [en]
Trust, building trust, e-commerce
Keywords [sv]
Förtroende, förtroendeskapande, e-handel
National Category
Business Administration
Identifiers
URN: urn:nbn:se:his:diva-9983OAI: oai:DiVA.org:his-9983DiVA, id: diva2:748612
Subject / course
Business Administration
Educational program
Business Administration and Economics - Study Programme
Supervisors
Examiners
Available from: 2015-01-20 Created: 2014-09-19 Last updated: 2015-01-20Bibliographically approved

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Förtroende för e-handeln(1370 kB)385 downloads
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CiteExportLink to record
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Citation style
  • apa
  • apa-cv
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
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  • de-DE
  • en-GB
  • en-US
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  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
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  • asciidoc
  • rtf