Video-Conferencing in E-commerce Website: Effect on Perceived Service Quality and Trust

摘要

This study investigates the effect of the presence of live video support in an e-commerce environment on online trust, perceived customer friendliness and perceived quality of service. Participants were asked to rent a car at a car rental website. They needed to find specific information, which was offered, in the form of live video, pre-recorded video or text. Results showed that presence of live video increases perceived support in finding information, perceived customer friendliness and perceived quality of service.