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)

6

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

7

Ethical Issues

• 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.

• 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

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– Privacy• Collection, storage, and

dissemination of information about individuals

– Accuracy• Authenticity, fidelity,

and accuracy of information collected and processed

– Property• Ownership and value

of information and intellectual property

– Accessibility• Right to access

information and payment of fees to access it

Organize IT Ethical Issues into a Framework

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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

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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

Isue Globalisasi dalam regulasi dan komunitas online

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