TY  - CHAP
U1  - Buchbeitrag
A1  - Müller, Andrea
A1  - Korn, Oliver
A1  - Miclau, Christina
A1  - Anke, Selina
A1  - Herrmann, Sabrina
A1  - Katz, Pia
A1  - Leuchtweis, Christina
A1  - Wörner, Sandra
T1  - Measuring the Influence of User Experience on Banking Customers’ Trust
T2  - HCI in Business, Government, and Organizations. HCIBGO 2018. Lecture Notes in Computer Science
N2  - Bank and trust – two words but one meaning in customers’ minds. When interacting with financial service providers, customers are consistently looking for “trust signals” that comfort their decisions and “distrust signals” which create doubt. Therefore, service providers need a deep understanding of the customers’ requirements and wishes. To identify trust and distrust signals, we combine established user experience research methods with a new testing procedure to gain helpful recommendations for optimizing the online appearance of banks. The contribution is divided into three parts: Firstly, we investigate current approaches in the financial service industry. Secondly, we provide a corpus describing the relationship between the customers’ perception of a bank’s website and trust. Thirdly, an empirical study based on qualitative user experience testing with banking website customers shows the value gained by optimizing the banks’ virtual interface by enhancing “trust signals” and avoiding “distrust signals”.
KW  - User Experience
KW  - UX
KW  - Banking
KW  - Trust
KW  - User Studies
Y1  - 2018
UR  - https://www.researchgate.net/publication/325560475
SN  - 978-3-319-91715-3 (Print)
SB  - 978-3-319-91715-3 (Print)
SN  - 978-3-319-91716-0 (Online)
SB  - 978-3-319-91716-0 (Online)
U6  - https://doi.org/10.1007/978-3-319-91716-0_30
DO  - https://doi.org/10.1007/978-3-319-91716-0_30
VL  - 10923
SP  - 382
EP  - 395
PB  - Springer
CY  - Cham
ER  -