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Trust in computational systems and online applications depends on technical, social and personal aspects. The technical (e.g., computational infrastructure, network bandwidth, storage space) and social ones (e.g., runtime security, data privacy) have been largely studied. However, there are few studies about personal aspects that impact the sense of trust regarding user experience when interacting with those systems. In order to have a starting point for a survey, this paper provides an overview of tools, techniques and methodologies for measure trustworthiness through user experience in the context of e-commerce. Also, it addresses the major challenges about measuring trustworthiness in those systems: how users can know if the e-commerce they are using are trustworthy? Identifying the level of trust from the user perspective is particularly difficult because it depends on several factors that varies from person to person, such as the level of the experience of the user, the system structure, usability, among others. |
