Trust is Earned (Unless Your Website is Flawed): How Presentation Flaws and Delays Affect Swift Trust Between Individuals

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dc.contributor.authorWells, Taylor
dc.contributor.authorBullock, Taylor
dc.date.accessioned2024-12-26T21:08:11Z
dc.date.available2024-12-26T21:08:11Z
dc.date.issued2025-01-07
dc.description.abstractAs interactions and work moves online, the experience users have with interfaces becomes increasingly more important. In this study, we examined how two types of website malfunction, presentation flaws and delays, affect swift trust impressions of other users. We draw upon signaling theory to theoretically explain how presentation flaws and delays affect users’ swift trusting beliefs and intentions to delegate to other users. We conducted an online experiment (n=514) with a 2x2 factorial design to test our model. The presence of presentation flaws significantly biased swift trust evaluations in the negative direction as predicted. Surprisingly, we found no impact of delays on swift trust impressions, but we did find that delays increase the effect of presentation flaws on swift trust in some conditions. Our results provide guidance for practitioners seeking to keep users engaged with their interface and avoiding inadvertent distrust of other users of the platform.
dc.format.extent10
dc.identifier.doi10.24251/HICSS.2025.531
dc.identifier.isbn978-0-9981331-8-8
dc.identifier.other13ea3fdc-6365-4c03-b682-8d15220c8fe5
dc.identifier.urihttps://hdl.handle.net/10125/109377
dc.relation.ispartofProceedings of the 58th Hawaii International Conference on System Sciences
dc.rightsAttribution-NonCommercial-NoDerivatives 4.0 International
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0/
dc.subjectHuman-Computer Interaction in the Digital Economy
dc.subjectdelays, interface design, presentation flaws, swift trust, website quality
dc.titleTrust is Earned (Unless Your Website is Flawed): How Presentation Flaws and Delays Affect Swift Trust Between Individuals
dc.typeConference Paper
dc.type.dcmiText
prism.startingpage4415

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