Factors Influencing Customers' Trust in E-Commerce during COVID-19 Pandemic

Abstract

Trust is considered one of the most important factors that affects e-commerce success. Due to significant role presented by trust, many studies have been conducted to understand the trust variable and its effect e-commerce platforms. Researchers have suggested several factors that may influence e-commerce trust. The Pandemic scenario currently faced by the world has led to many changes in consumers' perceptions towards e-commerce on a large scale. This study reviews more in-depth the customers' trust factors on e-commerce during the COVID-19 period. Hence, in this paper presents a review conducted on customers' trust factors for e-commerce from 2007 to 2019 includes information quality, customer awareness, perceived privacy, perceived security risk, and user interface quality factors. This review reveals influence of this factors on customer trust in using e-commerce during COVID-19 situation.