Medindo a Confiança de Usuários em Websites: TrustMate, uma Ferramenta de Apoio

• Eduardo Figueiredo Universidade Estadual de Campinas http://orcid.org/0009-0002-5178-6157
• Andreia Casare Faculdade de Tecnologia do Estado de São Paulo https://orcid.org/0000-0002-8009-4929
• Regina Lúcia Moraes Universidade de Coimbra https://orcid.org/0000-0003-0678-4777

DOI: https://doi.org/10.5753/ihc_estendido.2025.12446

Resumo

Introdução: A confiança é fator decisivo para a adoção de plataformas de e-commerce. Objetivo: Apresentar o TrustMate; ferramenta que operacionaliza um modelo de qualidade previamente definido para mensurar a confiança percebida em sistemas web. Metodologia: O TrustMate integra um teste de usuário por questionário; registra as respostas e calcula um score composto de confiança baseado em diversos atributos de qualidade. Resultados: A ferramenta automatiza coleta e cálculo; eliminando trabalho manual e permitindo avaliações padronizadas e ágeis da confiança de sistemas de e-commerce.

Palavras-chave: confiança percebida, e-commerce, usabilidade, acessibilidade, experiência do usuário, avaliação de interfaces

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