Umoh, Helen Emmanuel (2017) Modeling trust in the system design process of an information system. MPhil thesis, University of Greenwich.

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Abstract

Trust has long been recognised as crucial in shaping relationships and all kinds of interactions. In human-system-interaction, trust is becoming a central issue and plays an important role in spanning the gap between humans and information systems, such that the absence of trust can introduce inefficiencies, complicate interactions, require protective actions, and increased vigilance such that actions are double-checked during interactions. This research discusses the role trust plays in influencing user perceptions of information system trustworthiness. Its goal is to identify the factors that can enhance user trust perceptions and how this knowledge could be modeled into system design to create systems that are perceived trustworthy.

The inability to understand the factors that can influence user perceptions of information system trustworthiness can constitute a major obstacle to the success of any information system. Unfortunately, some systems are designed and built without an understanding of these factors. Consequently, users may be unable to satisfy their intentions and achieve their objectives efficiently. The growing dissatisfaction with trustworthiness of information systems by users calls for research into the factors that can significantly enhance user perceptions of system trustworthiness.

A review of the literature on trust in information systems shows that when trust is modeled during system design and development processes, it is sometimes modeled with limited attributes that can only satisfy the core objective of an information system, whereas other important attributes that can enhance trustworthiness are not considered. Trust should be modeled with other related attributes that can enhance user perceptions of trustworthiness.

A number of studies have been conducted to identify the factors that can influence user perceptions of information system trustworthiness. These factors are addressed from different perspectives, therefore an approach is needed to capture the various perspectives on the current state of the art to produce a set of trust-based concepts that can enhance trust during information system design and development. Considering this constraint, this thesis reviews the body of knowledge on trust and its related concepts. It looks at trust from a multidisciplinary perspective from theories, models, frameworks and empirical studies. This enables it to provide a comprehensive review of the different factors that can enhance trustworthiness in information systems that include the design and development processes. It investigates the current information system design and development methodologies and identifies the gaps on how user trust perceptions are promoted in existing approaches. Additionally, it identifies the key trust attributes that can enhance user perceptions of trustworthiness through an information system survey.

User perceptions statistical analysis of the survey results was performed and the result identified the key attributes of trustworthiness that can enhance user perceptions of information system trustworthiness. These are safe and secured, privacy, accuracy, accessibility, predictability and fast response time.

This thesis identifies the limitations and the challenges of the current state of the art with respect to modeling trust in the system design process of information systems. Additionally, it identifies the factors that can enhance user perceptions of information systems trustworthiness. The factors identified, which include the trustworthy attributes, could be used as guidelines for modelling trust in a system design process by enabling all participants in system design to consider trust during information system design and development.

Item Type:	Thesis (MPhil)
Uncontrolled Keywords:	Trust in information systems; trust attributes; information system design; information system trustworthiness;
Subjects:	Q Science > QA Mathematics
Faculty / School / Research Centre / Research Group:	Faculty of Engineering & Science > School of Computing & Mathematical Sciences (CMS) Faculty of Engineering & Science
Last Modified:	04 Mar 2022 13:07
URI:	http://gala.gre.ac.uk/id/eprint/23431

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