Online Trust

Drivers of Online Trust

Table of Contents

About Zappos2

Drivers of Online Trust for Zappos2

Privacy2

Safety3

Appearance4

Brand Strength5

No Errors6

Accomplishment of Orders6

Theory of Planned Behavior7

Suggestion for Improvement7

References8

Drivers of Online Trust

About Zappos

Nick Swinmurn founded Zappos in the year 1999, which is largest online shoe store of the world. The company is based in the United States, and it is acquired by Amazon.com in 2009. The core values and beliefs are given prime importance by the company as the culture and marketing strategies of the company are made while considering core values (Zappos, 2012). Since the business of Zappos is based online therefore, it is important that customers have trust on their website. For building customers trust, there are different drivers that combine together for creating strong trust of customers.

Drivers of Online Trust for Zappos

The attitude of the customer for online shopping differs comparing to physical shopping because the level of trust is different in both mediums of shopping. The level of trust plays the most significant role in the online transaction business because various factors or drivers increase or decrease trusts of customers. The online trust is also related to the internet and website because the customer's perception is based on the interaction with the website of the company. If the drivers of trust are considered by the company for its website, then there are more chances that customer trust for the website will be stronger. Zappos is the leading online store around the globe therefore; the company has considered drivers of online trust in order to build string affiliation with the customers. The drivers of online trust that are seen on the website of Zappos are:

Privacy

Safety

Appearance

Brand Strength

No Errors

Accomplishment of Orders

Privacy

The privacy of the customers is the most essential driver of the online trust and companies cannot succeed in online business if they are not able to consider privacy of the customers. The privacy of the customers is the protection of the customer related to different types of their personal information such as address, computer or personal web information. The privacy is different for different websites because there are different websites where privacy is not considered more important by the customers but there are websites where privacy is extremely important for the customers. Zappos is the online transaction store where people from different regions visit their website in order to buy products of different categories.

(Zappos, 2012)

Privacy has been observed on Zappos website because they have provided account to their customers so that their privacy is considered when they are making online transactions. This account do not only help the customers to make private transactions, but it is also useful for them to avail different other options that website is offering to them

Safety

After the privacy, safety is considered as the most important trust driver because the online transactions are sensitive comparing to other transaction therefore; companies have to consider security when customers are performing online transactions. The safety of online trust driver is considered as the financial information of the customers on the website ...