Trust and Online Transactions: An In-Depth Case Study of Consumer Perceptions and Behavior in E-commerce

Abstract

In the world of online shopping, gaining and keeping consumer trust is crucial for successful transactions. It explores how consumers perceive and act when it comes to trusting e-commerce websites. Using a detailed case study method, this study looks closely at what influences consumer trust online, including website security, privacy concerns, brand reputation, and the impact of customer reviews. Ten (10) samples of respondents selected by the researchers. Those who have utilized online transactions and made purchases from online retailers in Noveleta, Cavite, such as Shopee and Lazada, are the participants of this study. Moreover, the increasing use of online shopping and the challenges of building trust in virtual spaces highlight the importance of understanding what influences how consumers behave when shopping online. This study aims to thoroughly explore the factors that shape consumer behavior in e-commerce and analyze the role of consumer trust regarding the role of multiple vendors in electronic commerce. Starting from the functional perspective of vendors and trust, the researchers used a qualitative method through initial surveys, in-depth interviews, and focus group discussions in Noveleta. The findings show that trust is a complex concept that affects how consumers make decisions. Additionally, the study investigates how e-commerce platforms work to build trust and address consumer worries. This research provides practical insights for online businesses to improve trust-building efforts and create better user experiences. By exploring the relationship between trust, consumer behavior, and online shopping, this study contributes to the researchers understanding of how e-commerce can engage consumers effectively in digital markets.