Evaluation Metrics for User Trust in Information Systems

Abstract

User Information Systems (ISs) Trust has emerged as a central indicator of system adoption, continuance of use, and user satisfaction on the system itself. Trust is bounding with user's digital activities from participating in various e-commerce activities, healthcare, e-governance and much more. Gaining the ability and flexibility to measure and evaluate user trust is of high importance. This paper aims to present a particular set of evaluation criteria that are captured in a comprehensive framework which is trust in information systems. Different aspects of trust are shaped by the reliability and durability of the system, the user’s belief of the system’s skill to deliver intended results, usability, security, transparency and the general level of the system competence. The literature is rife with gaps as there is no single uniform parameter defined to measure trust which makes comparison ineffective and strategy refinement inconsistent.
This research proposes a classification of trust evaluation that separates objective from subjective measurement criteria. Measuring ISs Trust objectivity can be evaluated by system uptime, response time, data accuracy and frequency of security incidents. Subjective measurement could range from user responses, satisfaction surveys, evaluation of user behaviors or actions, as well as emotional expression to their responses capturing emotional behaviors. Other measurements discussed here involve trust and sentiment analysis, predictive trust modeling and behavioral based evaluation which are increasingly being adapted to describe real world trust environments. Moreover, the paper investigates trust shaping in the scenario of context factors like user experience, expectational elements endemic to the domain and culture.
This research develops structured trust metrics which provide practitioners and researchers with effective design, evaluation, and enhancement approaches for information systems. As the paper ends, the author suggests a domain-agnostic trust evaluation model that retains adaptability across various technologies while ensuring systems and governance are centered around the users.