Abstract
Responses of Vendors on Trust Issues Arising from Online Selling
Celso P. Haganus Jr., Chilzien Babe B. Huring, Donn Kleint B. Caballero,
Kelly Chris E. Cano, Niel G. Abing, Gilda L. Ilusorio
Trust is an essential element in the growing online marketing industry,
however, it is difficult to establish due to lack of physical interaction. Online
vendors need to overcome this concern and encourage site visitors to pursue
the purchase of products. Thus, this study determined the trust issues and how
online sellers handled them. The study employed the descriptive research
design through survey method using a validated researcher-made
questionnaire. Data gathering also included an interview with an open-ended
question. The 100 respondents were selected from 260 population of registered
online sellers in the area with 90% level of confidence. Frequency and
weighted mean were used for data analysis. Results showed that common trust
issues encountered by the online sellers in the area included accusation as a
scammer, perception of having low credibility, doubts for using advance
payment method, doubts about product quality, and rumor about the credibility
of the vendor. Most of the respondents used the proof of transactions to reverse
the effect of trust issues. These results may help the online sellers to handle
trust issues by formulating effective strategies to overcome the adverse
problems with the online business.
KEYWORDS: business, buyers, credibility, interaction, purchase
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