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Trust Metrics to Measure Website User Experience

Authors:
Andréia Rodrigues Casare
Tania Basso
Regina Lúcia de Oliveira Moraes

Keywords: User experience; Quality model.

Abstract:
Trust in computational systems and online applications depends on technical, social and personal aspects. The technical ones, such as a strong computational infrastructure, adequate network bandwidth, sufficient storage space, among others, have been largely studied. Social issues, such as runtime security and data privacy are important for users to be protected from attacks by malicious people. However, there are personal aspects that impact the sense of trust, which depends on the user experience when interacting with those systems. This paper tackles this issue by proposing a study on measures that can determine the user experience when using an online system or application. The approach relies on a quality model to combine these metrics and compose a trustworthiness score. Seven websites are used in the experiments in two different contexts and, based on the set of measures that composes the quality model, the approach suggests the one that presents the highest user perception of trust in each context, that is the one with the highest score.

Pages: 337 to 344

Copyright: Copyright (c) IARIA, 2020

Publication date: March 22, 2020

Published in: conference

ISSN: 2308-4138

ISBN: 978-1-61208-761-0

Location: Valencia, Spain

Dates: from November 21, 2020 to November 25, 2020