A relationship between the quality attributes and the trust in financial services information systems

Abstract

Scholars in many disciplines have examined the importance of building various forms of trust in the systems. We found it particularly important for the Financial Services Information Systems (FSIS) to design and build in the trust from very beginning. Trust plays an important role as it has a positive effect on customer satisfaction and leads to a higher level of customer loyalty. This paper reports on our initial attempts at identifying and prioritizing the quality attributes of a FSIS for the purpose of developing the trust in the system and make informed trade-off decisions among the quality attributes by the developers. The use of Intuitionistic Fuzzy Sets (TFS) has been found to be useful as trust and quality attributes are abstract concepts whose relationship and interaction defy precise definition. ©2010 IEEE.