Build to succeed: The effect of store design factors on online trust and store usefulness

Abstract

With the development of e-commerce, web store design has attracted much attention. However, what are the critical success factors (CSFs) for online web stores? With a focus on online retailing, this study identifies perceived usefulness and trustworthiness of the retailer as two CSFs for etailing systems. Four major web store design features are then identified, and the relationship between design features and CSFs are tested on a real web store. The empirical study supports the importance of the identified web design features. This study contributes to the literature a CSF-based perspective on web store design.