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Video-conferencing in e-commerce website: Effect on perceived service quality and trust

Lecture Notes in Computer Science (2015) 9299 616-620
DOI: 10.1007/978-3-319-22723-8_74
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Abstract

This study investigates the effect of the presence of live video support in an e-commerce environment on online trust, perceived customer friendliness and perceived quality of service. Participants were asked to rent a car at a car rental website. They needed to find specific information, which was offered, in the form of live video, pre-recorded video or text. Results showed that presence of live video increases perceived support in finding information, perceived customer friendliness and perceived quality of service.

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Shahid, S., Al Mahmud, A., & Mubin, O. (2015). Video-conferencing in e-commerce website: Effect on perceived service quality and trust. In Lecture Notes in Computer Science (Vol. 9299, pp. 616–620). Springer Verlag. https://doi.org/10.1007/978-3-319-22723-8_74

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