Transcript Kepercayaan

Trust
(Kepercayaan)
Kuliah 05
Definisi Kepercayaan
• “Trust is the belief that party’s word or promise is
reliable and the party will fulfill its obligations” –
Julian B Rotter
• Kepercayaan merupakan penggerak utama dari
semua model bisnis eCommerce. Tanpa kepercayaan
eCommerce tidak akan bisa berjalan.
• Kepercayaan berasal antara pembeli dan penjual,
perlu saling mempercayai antar kedua pihak.
• Perlu dibangun mekanisme dalam eCommerce untuk
memfasilitasi transaksi eCommerce yang dapat
meningkatkan kepercayaan kedua belah pihak.
Kepercayaan Pembeli
• Pertanyaan pembeli berkaitan dengan kepercayaan :
– Apakah barang akan dikirim bila pembayaran sudah
dilakukan ?
– Bagaimana bila barang yang dikirim tidak sesuai
dengan yang ditawarkan pada situs web ?
– Bagaimana dengan garansi atau after sales service ?
– Apakah pembayaran dengan kartu kredit cukup
aman ?
Kepercayaan Penjual
• Adanya transaksi ‘sampah’
• Transaksi dengan menggunakan kartu kredit palsu
• Resiko yang dialami penjual transaksi di Internet
memang cukup tinggi dan masih kurang sebanding
dengan nilai laba yang mereka dapatkan.
Faktor Pendukung Kepercayaan Online
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Brand (merek dagang)
Third–Party Ratings (peringkat)
Security and Privacy (keamanan dan privasi)
Technology (teknologi)
Order Fulfillment (pemenuhan pesanan)
Customer Service and Support (layanan pelanggan)
Management Knowledge (pengelolaan pengetahuan)
Legal and Ethical Issues: an Overview
Legal Isues
• Privacy
• Intellectual Property
– Difficult to protect since it is easy and inexpensive to copy
and disseminate digitized information
• Free Speech
– Internet provides the largest opportunity for free speech
• Taxation
– Illegal to impose new sales taxes on Internet business at the
present time
• Consumer Protection
– Many legal issues are related to electronic trade
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Ethical Issues
• Code of Ethics
– Many companies and
professional
organizations develop
their own codes of
ethics
– A collection of
principles intended as
a guide for its
members
– A guide for members
of a company or an
association
• What is considered to be
right and wrong?
• What is unethical is not
necessarily illegal.
• Whether these actions are
considered unethical
depends on the
organization, country, and
the specific circumstances
surrounding the scenarios.
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Organize IT Ethical Issues into a Framework
– Privacy
– Property
• Collection, storage, and
dissemination of
information about
individuals
• Ownership and value
of information and
intellectual property
– Accuracy
– Accessibility
• Authenticity, fidelity,
and accuracy of
information collected
and processed
• Right to access
information and
payment of fees to
access it
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Isue Globalisasi dalam regulasi dan komunitas online
How is Private Information Collected?
• Reading your newsgroups’ postings
• Finding you in the Internet Directory
• Making your browser record information about you
• Recording what your browsers say about you
• Reading your e-mail
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Isue Globalisasi dalam regulasi dan komunitas online
Web-Site Self-Registration
• Registration Questionnaires
– type in private information in order to receive a
password to participate in a lottery, to receive
information, or to play a game
• Uses of the Private Information
– collected for planning the business
– may be sold to a third party
– used in an inappropriate manner
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