Exploring trust in cloud computing: A multi-method approach

Abstract

The cloud computing paradigm promises to provide flexible IT services delivered via the internet. The cost efficiency of cloud computing services is mainly enabled by a high degree of automation realized by SLAs and minor direct human interaction. In this paper, we analyze eight expert interviews to identify and discuss the different levels of trust from an end-user perspective (trust in mediator and provider) that are prevalent in cloud computing and the main drivers influencing trust. Then, we use the findings to postulate hypotheses that we subsequently verify by means of a serious game. We discover risk aversion, information, disposition of trust, affectedness, reputation and costs to be important factors influencing trust in cloud computing mediators or providers, respectively. Furthermore, by analyzing the descriptive statistics gathered through the serious game, we formulate further hypotheses.