Trust (Kepercayaan) Kuliah 05

Definisi Kepercayaan “Trust is the belief that party’s word or promise is reliable and the party will fulfill its obligations” – Julian B Rotter Kepercayaan merupakan penggerak utama dari semua model bisnis eCommerce. Tanpa kepercayaan eCommerce tidak akan bisa berjalan. Kepercayaan berasal antara pembeli dan penjual, perlu saling mempercayai antar kedua pihak. Perlu dibangun mekanisme dalam eCommerce untuk memfasilitasi transaksi eCommerce yang dapat meningkatkan kepercayaan kedua belah pihak.

Kepercayaan Pembeli Pertanyaan pembeli berkaitan dengan kepercayaan : Apakah barang akan dikirim bila pembayaran sudah dilakukan ? Bagaimana bila barang yang dikirim tidak sesuai dengan yang ditawarkan pada situs web ? Bagaimana dengan garansi atau after sales service ? Apakah pembayaran dengan kartu kredit cukup aman ?

Kepercayaan Penjual Adanya transaksi ‘sampah’ Transaksi dengan menggunakan kartu kredit palsu Resiko yang dialami penjual transaksi di Internet memang cukup tinggi dan masih kurang sebanding dengan nilai laba yang mereka dapatkan.

Faktor Pendukung Kepercayaan Online Brand (merek dagang) Third–Party Ratings (peringkat) Security and Privacy (keamanan dan privasi) Technology (teknologi) Order Fulfillment (pemenuhan pesanan) Customer Service and Support (layanan pelanggan) Management Knowledge (pengelolaan pengetahuan)

Legal and Ethical Issues: an Overview Legal Isues Privacy Intellectual Property Difficult to protect since it is easy and inexpensive to copy and disseminate digitized information Free Speech Internet provides the largest opportunity for free speech Taxation Illegal to impose new sales taxes on Internet business at the present time Consumer Protection Many legal issues are related to electronic trade

Ethical Issues Code of Ethics Many companies and professional organizations develop their own codes of ethics A collection of principles intended as a guide for its members A guide for members of a company or an association What is considered to be right and wrong? What is unethical is not necessarily illegal. Whether these actions are considered unethical depends on the organization, country, and the specific circumstances surrounding the scenarios.

Organize IT Ethical Issues into a Framework Privacy Collection, storage, and dissemination of information about individuals Property Ownership and value of information and intellectual property Accuracy Authenticity, fidelity, and accuracy of information collected and processed Accessibility Right to access information and payment of fees to access it

Isue Globalisasi dalam regulasi dan komunitas online How is Private Information Collected? Reading your newsgroups’ postings Finding you in the Internet Directory Making your browser record information about you Recording what your browsers say about you Reading your e-mail

Isue Globalisasi dalam regulasi dan komunitas online Web-Site Self-Registration Registration Questionnaires type in private information in order to receive a password to participate in a lottery, to receive information, or to play a game Uses of the Private Information collected for planning the business may be sold to a third party used in an inappropriate manner

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