Please use this identifier to cite or link to this item: https://doi.org/10.1109/ICIFE.2010.5609285
Title: Managing the trust relationship in financial services information systems
Authors: Chan, W.T. 
Ying, F.
Keywords: Financial Services Information Systems (FSIS)
Trust
Issue Date: 2010
Source: Chan, W.T., Ying, F. (2010). Managing the trust relationship in financial services information systems. Proceedings - 2010 2nd IEEE International Conference on Information and Financial Engineering, ICIFE 2010 : 207-211. ScholarBank@NUS Repository. https://doi.org/10.1109/ICIFE.2010.5609285
Abstract: Scholars in many disciplines have examined the importance of and the process of building various forms of trust. This paper studies the trust relationship in Financial Services Information Systems (FSIS), where trust plays an important role as it has a positive effect on customer satisfaction and leads to a higher level of customer loyalty. Certain system properties of FSIS create unique challenges for building trust relationship with the customers. To tackle these challenges, we propose a trust topology that consists of reputation, experience and communication to describe the dynamics of the trust relationship. Specifically, the trust relationship is first established based on the reputation of the associated and constituent agents of the FSIS, and is subsequently validated against the customers' actual experience of the system. As with any dynamic variable, the quality and level of this relationship is subject to change and must be continuously rehabilitated through communication. © 2010 IEEE.
Source Title: Proceedings - 2010 2nd IEEE International Conference on Information and Financial Engineering, ICIFE 2010
URI: http://scholarbank.nus.edu.sg/handle/10635/74239
ISBN: 9781424469253
DOI: 10.1109/ICIFE.2010.5609285
Appears in Collections:Staff Publications

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