Assess the Effect of Service Quality on Customer Satisfaction in Facebook Social Commerce in Egypt

Abstract

The numbers of social network users are boomingas a result of increased Internet access and smartphone accessibility. Facebook in particular is considered one of the most important social networks in Egypt, where there is a noticeable increase in the preferences to shop on Facebook. This paper examines the service quality dimensions that influence customers' satisfaction and their purchase intention in the context of B2C social commerce through Facebook. The proposed model includes eight dimensions: usability, reliability, responsiveness, empathy, courtesy, trust, price, and security. The results revealed all dimensions had a positive effect on overall service quality variable which in turn positively influenced the user satisfaction which affects the purchase intentions of customers.

The role of information quality, ease of use and usefulness on consumers’ trust in Facebook and WhatsApp groups as online sales platforms

“…Section B comprised 16 items that were adapted from previously published studies. Information quality was measured using five items (Alalwan, 2018;Kim, Ferrin, & Rao, 2008), perceived ease of use was measured using three items (Koufaris & Hampton-Sosa, 2004;San Martín & Herrero, 2012), perceived usefulness was measured using four items (Cha, 2009;Oeawpanich, 2018), and trust was measured using four items (Elkheshin, 2020;Jarvenpaa, 2000). The participants' responses to the questions in Section B were measured on a six-point Likert-type scale that ranged from strongly disagree to strongly agree.…”

Perception of young Arequipa university students on the last mile delivery service

“…La logística B2B (de empresa a empresa) y B2C (de empresa a consumidor) desempeñan un papel importante en este sentido. En un estudio citado por El ELKheshin et al (2020) señalan que la calidad del contacto personal por parte del conductor de la entrega mejora las ventas a clientes industriales, y este efecto varía en función del tamaño de la empresa cliente, la duración de la relación y la frecuencia del contacto. Según He & Zhang (2022), en el modelo B2B, el mercado es reducido y altamente concentrado, lo que dificulta la identificación y el acceso a los clientes.…”

Examining the impacts of e service quality on social shopping intention: A developing country perspective

“…According to Statista, in 2023, around 4.88 billion individuals, which accounts for 60 percent of the global population, use social media. According to Elkheshin (2020), widespread internet access and smartphone availability produce many social network users. In early 2023, Bangladesh had a total of 66.94 million individuals who were using the internet, with an internet penetration rate of 38.9 percent (Datareportal, 2023).…”

“…Ko (2018) used the MGB theory to comprehend social shopping intention, and Zheng et al (2020) applied the technology attraction along with parasocial interaction theories. Additionally, scholarly investigations explored the influence of social comparison, social engagement, enjoyment, and qualities on individuals' intentions to engage in social shopping (Ruan, Li, and Xu;Shen and Eder, 2011;Bakar, 2021;Elkheshin, 2020).…”