######################################## #Written by David Tam, 1999. # #davidkftam@netscape.net Copyright 1999# ######################################## From tamda@ecf.toronto.edu Mon Jul 12 18:22:24 1999 Date: Tue, 19 Jan 1999 22:01:41 -0500 (EST) From: David Kar Fai Tam To: APS 424S Subject: #6-01/20/99-"Six Web site traits spur trust, on-line sales:study" The Globe and Mail, Tuesday, January 19, 1999. B12. This article talks about a study that has revealed what may be the secrets to e-business / e-commerce success. In order to get consumers to engage in electronic transactions over the internet, six characteristics have been identified in gaining customer confidence on the world wide web. These are: 1. brand-name recognition 2. easy site navigation 3. good customer service 4. good presentation of information 5. state-of-the-art technology 6. secured, encrypted connections These studies and this article indicates how modern day society and businesses are trying to cope with the internet, www, and the many opportunities it presents. It was been stated over and over again that e-commerce on the internet is worth a whole lot of money. Yet, most consumers are still wary of purchasing online products and paying using their credit cards over the internet. Despite secured and encrypted connections to a web site, and signed digital certificates, and VISA/Mastercard/American Express endorsements, consumers are skeptical. Businesses have been purplexed as to how they can encourage customers to purchase online. Studies such as the one mentioned in this article will help businesses in understanding their customers. It will also encourage more new business ventures to start, which rely solely on the web as its marketing and distribution medium. I believe these "virtual" businesses have the potential to become very success and popular. Amazon.com can be seen as one very positive example. Yet, these virtual businesses must not think of themselves to be any different from regular non-virtual businesses. They must treat the customer as "king", providing top-notch customer service, and honest, direct information related to their products, services, return policies, etc. Those above 6 characteristics have this general theme unlying them. After-all, a customer can easily go to a competitors web site just by typing a new URL. These virtual businesses remember that along with several advantages of having low overhead and the reaching a world market, there are several disadvantages as well.