MANAGING TRUST IN FINANCIAL SERVICES INFORMATION SYSTEMS

Abstract

This thesis documents a research program in which a comprehensive framework was developed to manage trust in financial services information systems, which consists of three different perspectives: technical, social and complex systems. This research first looked at the technical trustworthiness of the systems, and established a correlational relationship between quality attributes and the users’ trust in the systems and developed a prioritized list of quality attributes to help build trust in financial services information systems. The second stage of research was extended to the social aspect of the trust in financial services information systems. A sociological trust model based on user’s expectation generated from past experience, the stake at risk, and the perceived complexity of the system was proposed to further understand trust in financial services information systems. A new approach based on the Cynefin framework was proposed, which categorizes the financial services information systems into simple, complicated, complex and chaotic domains and manages the trust in the different type of systems with different responses. The implications of this research are discussed and the direction of future research are considered.