Background: Trust is the most important key indicator of human interactions. The main factor that creates Trust is loyalty to ethical principles in interactions. Therefore, the current research was conducted with the aim of presenting a model in the field of ethical factors affecting Customer Trust in online businesses. Method: This research was carried out with a combined (qualitative-quantitative) approach based on the Delphi technique (in the qualitative part) and the structural equation method (in the quantitative part). Based on this, in the qualitative part, the statistical population included university experts and internet business managers, who were selected as a sample of 30 people using non-probability sampling methods and a combination of targeted (judgmental) and chain methods. . The tool was interview and the data was analyzed with Delphi technique. In the statistical population section, the users of the Snap internet transportation system were in Yazd and Isfahan province, and the sample size was determined using Cochran's formula and by simple random method equal to 382 people. The researcher's questionnaire tool was made by Delphi department and finally the data was analyzed by structural equation method. Results: From the qualitative part, seven categories of factors were identified, in the form of three main dimensions: a) Customer-related factors (cognitive factors and experiential factors); b) factors related to the seller (systemic factors and ethical factors that build Trust in Customers) and c) e-commerce infrastructures (security infrastructures, public infrastructures, legal and legal infrastructures) were categorized. Conclusion: Compliance with professional ethics and good reputation of an internet business can be effective in building Customer Trust.

In all new models of quality, Customer satisfaction is a prerequisite for achieving financial goals. A reliable indicator to measure Customer satisfaction and analysis of its results can provide a comprehensive picture of the company's performance and timely planning for managers. In different models of Customer satisfaction measurement, there are different evaluations between complaints; Customer Trust and Customer satisfaction. Municipalities are the important organizations in municipal services and management of each city. In this study, the relationship between Customer satisfaction and Customer complaints and Trust in the municipality of Tehran has been investigated. The statistical pool of the current research is divided in two groups; first, are deep interview with 38 managers and connoisseurs to assessing and measuring Customer satisfaction level in municipality's activities. Second, are 450 questionnaires that distributed in Customers. 420 questionnaires were returned with usable data. The method of data analysis is using Structural Equations and their evaluation by confirmatory Factor Analysis method using Lisrel software and also, comparative studies were performed using SPSS software. The results showed that Customers' expectations, perceived quality of services and their mental image had a positive and significant effect on Customer satisfaction in Tehran municipality. Also, Customer satisfaction has a positive and significant effect on Trust and negative relation with complaints.