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Building Customer Trust in Mobile Commerce
Communications of the ACM

 

Co-authored with Shen, Z.

Gaining customer trust in mobile commerce, which uses radio-based wireless devices to conduct business transactions over the Web-based e-commerce system, is a particularly daunting task because of its unique features. Whereas mobile devices are terrifically convenient for anytime shopping, their small screens, low-resolution displays, and tiny multifunction keypads make developing user friendly interfaces and graphical applications a challenge. Mobile handsets are also limited in computational power, memory, and battery life. Wireless networks have their problems too, including limitations in bandwidth, connection stability, and function predictability. Also, these networks have a relatively high operation cost, lack a standardized protocol, and data transmitted wirelessly is more vulnerable to eavesdropping. In this article we use a model we developed for customer trust building to study means of initiating and sustaining customer trust in mobile commerce.
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About the Researcher
Keng L. Siau
E.J. Faulkner Professor of MIS and Full Professor of Management

Editor-in-Chief, Journal of Database Management

North America Regional Editor, Requirements Engineering

Co-Editor-in-Chief, Advances in Database Research Book Series

Director, UNL-IBM Global Innovation Hub


Department: Management

Professor Keng Siau received his Ph.D. degree in Business Administration in 1996 from the University of British Columbia (UBC) (in Vancouver, Canada) where he majored in Management Information Systems (MIS) and minored in Cognitive Psychology. UBC is a top research university in Canada and consistently ranked as one of the best research schools in the world.

Professor Siau's M.S. and B.S. (Hons) degrees are in Information and Computer Sciences from the National University of Singapore, which is ranked as one of the top 30 universities in the world by The QS World University Rankings.

Professor Siau is serving as the Editor-in-Chief of the top-ranked Journal of Database Management, which has an impact factor of 2.0 and an immediacy index of 1.368. Professor Siau is also the North America Regional Editor of the Requirements Engineering journal, which has an impact factor of 1.625.


 

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