Digital Trust Gap The differences in perceptions of trust between experienced and inexperienced users
Main Article Content
Keywords
Information communication technologies (ICTs), digital trust, online activity, South Korea, secondary data analysis
Abstract
This study examines the relationship between an information and communication technology (ICT) environment developed by strong national policy and the level of user trust in cyberspace in South Korea, using a secondary data analysis of a national survey dataset. We categorised a subsample into the following types of online activities: ‘content creation’, ‘transaction’ and ‘communication’. Each category was analysed by the types of information and the users’ experience while using the internet. The results revealed that the more internet experience a user had, the less they trusted information in cyberspace. In contrast, less experienced users perceived information in cyberspace to be more trustworthy. This was especially evident during transaction and content creation activities. These results differ from existing studies, which showed that developments to the ICT environment with increased internet usage were strongly correlated with increased trust. We present some suggestions drawn from the results of this study that focus on online trust in relation to the ICT environment.
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References
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Chau, P. Y. K., Hu, P. J. H., Lee, B. L. P., & Au, A. K. K. (2007). Examining customers' trust in online vendors and their dropout decisions: An empirical study. Electronic Commerce Research and Applications, 6(2), 171–182. https://doi.org/10.1016/j.elerap.2006.11.008
Cheshire, C. (2011). Online trust, trustworthiness, or assurance?. Daedalus, 140(4), 49-58. https://doi.org/10.1162/DAED_a_00114.
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Corbitt, B., Thanasankit, T., & Yi, H. (2003). Trust and E-commerce: A study of consumer perceptions. Electronic Commerce and Research and Applications, 2(3), 203-215. https://doi.org/10.1016/S1567-4223(03)00024-3.
Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). On-line trust: concepts, evolving themes, a model. International Journal of Human-Computer Studies, 58(6), 737-758.
Das, T. K., & Teng, B. S. (2004). The risk-based view of trust: A conceptual framework. Journal of Business and Psychology, 19(1), 85-116.
Ellison, N. B., Steinfield, C., & Lampe, C. (2007). The Benefits of Facebook “Friends:” Social Capital and College Students’ Use of Online Social Network Sites. Journal of Computer-Mediated Communication, 12(4), 1143-1168.
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Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction, and consumer trust on website loyalty. Information & Management, 43(1), 1–14. https://doi.org/10.1016/j.im.2005.01.002
Friedman, B., Khan, P. H., & Howe, D. C. (2000). Trust online. Communications of the ACM, 43(12), 34-40. https://dl.acm.org/doi/pdf/10.1145/355112.355120
Gefen, D. (2000). E-commerce: the role of familiarity and trust, Omega, 28(6), 725-737, December. https://doi.org/10.1016/S0305-0483(00)00021-9
Grabner-Kraeuter, S. (2002). The role of consumer's trust in online-shopping. Journal of Business Ethics, 39, 43–50. https://doi.org/10.1023/A:1016323815802
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Johnson, T. J., & Kaye, B. K. (2014). Credibility of social network sites for political information among politically interested Internet users. Journal of Computer?Mediated Communication, 19(4), 957-974.
Kantowitz, B. H., Hankowski, R.J., & Kantowitz, S.C. (1997). Driver acceptance of unreliable traffic information in familiar and unfamiliar settings. Human Factors, 39(2), 164–176.
Kim, H., Shin, D., & Lee, D. (2015). A socio-technical analysis of software policy in Korea: Towards a central role for building ICT ecosystems. Telecommunications Policy, 39, 944-956. https://doi.org/10.1016/j.telpol.2015.09.001
Kim, D. J., Song, Y. I., Braynoy, S. B., & Rao, H. R. (2005). A multidimensional trust formation model in B-to-C e-commerce: A conceptual framework and content analyses of academia/practitioner perspectives. Decision Support Systems, 40, 143–165.
Kim, G. J., & Park, S. (2015). The Relationship between Online Engagement and Users' Perceived Benefits: Exploring the Differences among Rural and Urban Internet Users. 2015 48th Hawaii International Conference on System Sciences, Kauai, HI, 3444-3451. IEEE. http://doi.org/10.1109/HICSS.2015.414
Koehn, D. (2003). The nature of and conditions for online trust. Journal of Business Ethics, 43, 3–19. https://doi.org/10.1023/A:1022950813386.
Kongaut, C., & Bohlin, E. (2015). Towards broadband targets on the EU Digital Agenda 2020: discussion on the demand side of broadband policy. info. https://www.emerald.com/insight/content/doi/10.1108/info-02-2015-0017/full/html
Korea National Information Society Agency (NIA). (2013). Korean Information Culture Index 2013, Seoul, Korea: NIA.
Korea Press Foundation. (2019). Korea Press 2019. Seoul, Korea: KPF.
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers. Information & Management, 41, 377-397.
Lauer, T. W., & Deng, X. (2007). Building online trust through privacy practices. International Journal of Information Security, 6, 323–331.
Liao, C., Palvia, P., & Lin, H. N. (2006). The roles of habit and website quality in ecommerce. International Journal of Information Management, 26, 469–483.
Lohse, G. L., & Spiller, P. (1998). Electronic shopping. Communications of the ACM, 41(7), 81-87.
Mandarano, L., Meenar, M., & Steins, C. (2010). Building social capital in the digital age of civic engagement. Journal of planning literature, 25(2), 123-135. https://journals.sagepub.com/doi/pdf/10.1177/0885412210394102.
McKnight, D. H., & Chervany, N. L. (2002). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35-59.
Metzger, M. J. (2006). Effects of site, vendor, and consumer characteristics on web site trust and disclosure. Communication Research, 33(3), 155–179. https://doi.org/10.1177/0093650206287076
Nansen, B., Wilken, R., Arnold, M., & Gibbs, M. (2013). Digital literacies and the National Broadband Network: Competency, legibility, context. Media International Australia, 147(1), 18-28. https://journals.sagepub.com/doi/abs/10.1177/1329878X1314700104
Nieminen, H. (2016). Digital divide and beyond: What do we know of Information and Communications Technology’s long-term social effects? Some uncomfortable questions. European Journal of Communication, 31(1), 19-32.
Park, S., & Kim, G. (2014). Lessons from South Korea’s digital divide index (DDI). info, 16(3), 72-84. http://dx.doi.org/10.1108/info-07-2013-0042
Phythian, J., Tucker, J., Comber, T., Armstrong, B., & Pervan, S. (2014). Retired Australian’s use of information technology: a preliminary study. The International Technology Management Review, 4(1), 58-67. https://doi.org/10.2991/itmr.2014.4.1.5
Roy, M. C., Dewit, O., & Aubert, B. A. (2001). The impact of interface usability on trust in Web retailers. Internet Research, 11(5), 388-398.
Shankar, V., Urban, G. L., & Sultan, F. (2002). Online trust: A stakeholder perspective, concepts, implications, and future directions. Journal of Strategic Information Systems, 11, 325–344.
Shim, D. C., & Eom, T. H. (2008). E-government and anti-corruption: Empirical analysis of international data. International Journal of Public Administration, 31, 298?316.
Shin, D. H., & Jung, J. (2012). Socio-technical analysis of Korea's broadband convergence network: Big plans, big projects, big prospects?. Telecommunications Policy, 36(7), 579-593. https://doi.org/10.1016/j.telpol.2012.03.003
Sillence, E., Briggs, P., Fishwick, L., & Harris, P. (2004). Trust and mistrust of online health sites. CHI '04: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, April, 663–670. https://doi.org/10.1145/985692.985776
Sillence, E., Briggs, P., Harris, P., & Fishwick, L. (2007). Health websites that people can trust: The case of hypertension. Interacting with Computers, 19, 32–42.
Sung, W., & Kim, D. (2016). Effects of Internet users’ perception regarding the risks and benefits of the Internet on cyberspace trust. International Journal of Security and Its Applications, 10(7), 71-82. http://dx.doi.org/10.14257/ijsia.2016.10.7.07
Tullis, T., & Albert, B. (2013). Self-Reported Metrics, pp. 121-161 in Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics (Second Edition). Morgan Kaufmann. https://doi.org/10.1016/C2011-0-00016-9
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in Human Behavior, 21(1), 105-125.
Warschauer, M. (2004). Technology and Social Inclusion: Rethinking the Digital Divide. MIT Press.
Williams, D. (2006). On and off the ’Net: Scales for social capital in an online era. Journal of Computer?Mediated Communication, 11(2), 593-628. https://doi.org/10.1111/j.1083-6101.2006.00029
Yoon, S. J. (2002). The antecedents and consequences of trust in online-purchase decisions. Journal of Interactive Marketing, 16(2), 47–63.
Aiken, K. D., & Bousch, D. M. (2006). Trustmarks, objective-source ratings, and implied investments in advertising: Investigating online trust and the context-specific nature of internet signals. Journal of the Academy of Marketing Science, 34(3), 308–323.
Bart, Y., Shankar, V., Sultan, F., & Urban, G. L. (2005). Are the drivers and role of online trust the same for all web sites and consumers? A large-scale exploratory empirical study. Journal of Marketing, 69(4), 133–152. https://doi.org/10.1509/jmkg.2005.69.4.133
Beldad, A., de Jong, M., & Steehouder, M. (2010). How shall I trust the faceless and the intangible? A literature review on the antecedents of online trust. Computers in Human Behavior, 26(5), 857-869.
Bourdieu, P. (1986). The Forms of Capital. In J. G. Richardson (ed.), Handbook of Theory and Research for the Sociology of Education, New York: Greenwood.
Buell, M (2016). Trust in the Internet is critical for growing the digital economy. Retrieved from https://www.internetsociety.org/blog/north-america-bureau/2016/06/trust-internet-critical-growing-digital-economy
Chau, P. Y. K., Hu, P. J. H., Lee, B. L. P., & Au, A. K. K. (2007). Examining customers' trust in online vendors and their dropout decisions: An empirical study. Electronic Commerce Research and Applications, 6(2), 171–182. https://doi.org/10.1016/j.elerap.2006.11.008
Cheshire, C. (2011). Online trust, trustworthiness, or assurance?. Daedalus, 140(4), 49-58. https://doi.org/10.1162/DAED_a_00114.
Coleman, J. S. (1988). Social capital in the creation of human capital, American Journal of Sociology, 94, S95-S120. Retrieved from http://www.jstor.org/stable/2780243?seq=1#page_scan_tab_contents
Coleman, J. S. (1990). Foundations of social theory. Cambridge, MA: Harvard University Press.
Corbitt, B., Thanasankit, T., & Yi, H. (2003). Trust and E-commerce: A study of consumer perceptions. Electronic Commerce and Research and Applications, 2(3), 203-215. https://doi.org/10.1016/S1567-4223(03)00024-3.
Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). On-line trust: concepts, evolving themes, a model. International Journal of Human-Computer Studies, 58(6), 737-758.
Das, T. K., & Teng, B. S. (2004). The risk-based view of trust: A conceptual framework. Journal of Business and Psychology, 19(1), 85-116.
Ellison, N. B., Steinfield, C., & Lampe, C. (2007). The Benefits of Facebook “Friends:” Social Capital and College Students’ Use of Online Social Network Sites. Journal of Computer-Mediated Communication, 12(4), 1143-1168.
Fisher, C., Park, S., Lee, J. Y., Fuller, G., & Sang, Y. (2019). Digital News Report: Australia 2019. News & Media Research Centre, University of Canberra. https://apo.org.au/sites/default/files/resource-files/2019-06/apo-nid240786.pdf
Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction, and consumer trust on website loyalty. Information & Management, 43(1), 1–14. https://doi.org/10.1016/j.im.2005.01.002
Friedman, B., Khan, P. H., & Howe, D. C. (2000). Trust online. Communications of the ACM, 43(12), 34-40. https://dl.acm.org/doi/pdf/10.1145/355112.355120
Gefen, D. (2000). E-commerce: the role of familiarity and trust, Omega, 28(6), 725-737, December. https://doi.org/10.1016/S0305-0483(00)00021-9
Grabner-Kraeuter, S. (2002). The role of consumer's trust in online-shopping. Journal of Business Ethics, 39, 43–50. https://doi.org/10.1023/A:1016323815802
Grabner-Kräuter, S., & Kaluscha, E. A. (2003). Empirical research in on-line trust: a review and critical assessment. International Journal of Human-Computer Studies, 58(6), 783-812, June. https://doi.org/10.1016/S1071-5819(03)00043-0
Hanowski, R. J., Kantowitz, S. C., & Kantowitz, B. H. (1994). Driver acceptance of unreliable route guidance information. Proceedings of the Human Factors and Ergonomics Society Annual Meeting, 38(16), 1062-1066. https://doi.org/10.1177/154193129403801615
International Telecommunication Union (ITU). (2015). Measuring the Information Society Report. Geneva, Switzerland: ITU.
International Telecommunication Union (ITU). (2019). Core indicators on access to and use of ICT by households and individuals. Retrieved from https://www.itu.int/en/ITU-D/Statistics/Pages/stat/default.aspx.
Johnson, T. J., & Kaye, B. K. (2014). Credibility of social network sites for political information among politically interested Internet users. Journal of Computer?Mediated Communication, 19(4), 957-974.
Kantowitz, B. H., Hankowski, R.J., & Kantowitz, S.C. (1997). Driver acceptance of unreliable traffic information in familiar and unfamiliar settings. Human Factors, 39(2), 164–176.
Kim, H., Shin, D., & Lee, D. (2015). A socio-technical analysis of software policy in Korea: Towards a central role for building ICT ecosystems. Telecommunications Policy, 39, 944-956. https://doi.org/10.1016/j.telpol.2015.09.001
Kim, D. J., Song, Y. I., Braynoy, S. B., & Rao, H. R. (2005). A multidimensional trust formation model in B-to-C e-commerce: A conceptual framework and content analyses of academia/practitioner perspectives. Decision Support Systems, 40, 143–165.
Kim, G. J., & Park, S. (2015). The Relationship between Online Engagement and Users' Perceived Benefits: Exploring the Differences among Rural and Urban Internet Users. 2015 48th Hawaii International Conference on System Sciences, Kauai, HI, 3444-3451. IEEE. http://doi.org/10.1109/HICSS.2015.414
Koehn, D. (2003). The nature of and conditions for online trust. Journal of Business Ethics, 43, 3–19. https://doi.org/10.1023/A:1022950813386.
Kongaut, C., & Bohlin, E. (2015). Towards broadband targets on the EU Digital Agenda 2020: discussion on the demand side of broadband policy. info. https://www.emerald.com/insight/content/doi/10.1108/info-02-2015-0017/full/html
Korea National Information Society Agency (NIA). (2013). Korean Information Culture Index 2013, Seoul, Korea: NIA.
Korea Press Foundation. (2019). Korea Press 2019. Seoul, Korea: KPF.
Koufaris, M., & Hampton-Sosa, W. (2004). The development of initial trust in an online company by new customers. Information & Management, 41, 377-397.
Lauer, T. W., & Deng, X. (2007). Building online trust through privacy practices. International Journal of Information Security, 6, 323–331.
Liao, C., Palvia, P., & Lin, H. N. (2006). The roles of habit and website quality in ecommerce. International Journal of Information Management, 26, 469–483.
Lohse, G. L., & Spiller, P. (1998). Electronic shopping. Communications of the ACM, 41(7), 81-87.
Mandarano, L., Meenar, M., & Steins, C. (2010). Building social capital in the digital age of civic engagement. Journal of planning literature, 25(2), 123-135. https://journals.sagepub.com/doi/pdf/10.1177/0885412210394102.
McKnight, D. H., & Chervany, N. L. (2002). What trust means in e-commerce customer relationships: An interdisciplinary conceptual typology. International Journal of Electronic Commerce, 6(2), 35-59.
Metzger, M. J. (2006). Effects of site, vendor, and consumer characteristics on web site trust and disclosure. Communication Research, 33(3), 155–179. https://doi.org/10.1177/0093650206287076
Nansen, B., Wilken, R., Arnold, M., & Gibbs, M. (2013). Digital literacies and the National Broadband Network: Competency, legibility, context. Media International Australia, 147(1), 18-28. https://journals.sagepub.com/doi/abs/10.1177/1329878X1314700104
Nieminen, H. (2016). Digital divide and beyond: What do we know of Information and Communications Technology’s long-term social effects? Some uncomfortable questions. European Journal of Communication, 31(1), 19-32.
Park, S., & Kim, G. (2014). Lessons from South Korea’s digital divide index (DDI). info, 16(3), 72-84. http://dx.doi.org/10.1108/info-07-2013-0042
Phythian, J., Tucker, J., Comber, T., Armstrong, B., & Pervan, S. (2014). Retired Australian’s use of information technology: a preliminary study. The International Technology Management Review, 4(1), 58-67. https://doi.org/10.2991/itmr.2014.4.1.5
Roy, M. C., Dewit, O., & Aubert, B. A. (2001). The impact of interface usability on trust in Web retailers. Internet Research, 11(5), 388-398.
Shankar, V., Urban, G. L., & Sultan, F. (2002). Online trust: A stakeholder perspective, concepts, implications, and future directions. Journal of Strategic Information Systems, 11, 325–344.
Shim, D. C., & Eom, T. H. (2008). E-government and anti-corruption: Empirical analysis of international data. International Journal of Public Administration, 31, 298?316.
Shin, D. H., & Jung, J. (2012). Socio-technical analysis of Korea's broadband convergence network: Big plans, big projects, big prospects?. Telecommunications Policy, 36(7), 579-593. https://doi.org/10.1016/j.telpol.2012.03.003
Sillence, E., Briggs, P., Fishwick, L., & Harris, P. (2004). Trust and mistrust of online health sites. CHI '04: Proceedings of the SIGCHI Conference on Human Factors in Computing Systems, April, 663–670. https://doi.org/10.1145/985692.985776
Sillence, E., Briggs, P., Harris, P., & Fishwick, L. (2007). Health websites that people can trust: The case of hypertension. Interacting with Computers, 19, 32–42.
Sung, W., & Kim, D. (2016). Effects of Internet users’ perception regarding the risks and benefits of the Internet on cyberspace trust. International Journal of Security and Its Applications, 10(7), 71-82. http://dx.doi.org/10.14257/ijsia.2016.10.7.07
Tullis, T., & Albert, B. (2013). Self-Reported Metrics, pp. 121-161 in Measuring the User Experience: Collecting, Analyzing, and Presenting Usability Metrics (Second Edition). Morgan Kaufmann. https://doi.org/10.1016/C2011-0-00016-9
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in Human Behavior, 21(1), 105-125.
Warschauer, M. (2004). Technology and Social Inclusion: Rethinking the Digital Divide. MIT Press.
Williams, D. (2006). On and off the ’Net: Scales for social capital in an online era. Journal of Computer?Mediated Communication, 11(2), 593-628. https://doi.org/10.1111/j.1083-6101.2006.00029
Yoon, S. J. (2002). The antecedents and consequences of trust in online-purchase decisions. Journal of Interactive Marketing, 16(2), 47–63.
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Published
Jun 26, 2020
Article Details
How to Cite
Kim, G., & Lee, J. Y. (2020). Digital Trust Gap: The differences in perceptions of trust between experienced and inexperienced users. Journal of Telecommunications and the Digital Economy, 8(2), 94–109. https://doi.org/10.18080/jtde.v8n2.237
Issue
Section
Telecommunications
Copyright Telecommunications Association Inc.
Author Biography
Gwangjae Kim, Hanyang Cyber University
Department of Advertising & Media
