Proposing a Service Quality Framework for Mobile Commerce

Desmal, Abdulla Jaafar; Othman, Mohd Khalit Bin; Hamid, Sharifah Bee Binti O.A Abd; Zolait, Ali Hussein Saleh; Kassim, Norliya binti Ahmad

doi:10.1007/978-3-030-23943-5_15

Cited by 9 publications

(7 citation statements)

References 40 publications

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“…The intersection of the two most important long-term trends in the business world, i.e. the shift from a product-based to a service-based economy and the proliferation of information technologies, has placed electronic services in a prominent position in the academic and business environment (Rust, 2001;Roy and Balaji, 2015;Desmal et al, 2019). By conducting a systematic review and a quantitative integration of the empirical results of past studies, the present work has theoretical and managerial implications for this important theme of marketing and business literature.…”

Section: Discussionmentioning

confidence: 99%

Electronic service quality: a meta-analysis

Lionello

Slongo

Matos

2020

MIP

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PurposeResearch studies on electronic service quality (ESQ) have presented heterogeneous findings, with distinct effects of mediators and moderators, for instance. Hence, the purpose of this study is to present a systematic review and a quantitative integration of the main findings regarding the attributes and effects of ESQ.Design/methodology/approachA meta-analysis was conducted of 134 studies regarding ESQ. Based on the extant literature, authors propose a conceptual model that review quality attributes, meta-analyze their effects on general quality, perceived value, satisfaction, trust and loyalty and test the moderation of three contextual variables (i.e. mobile vs nonmobile device, online shopping vs pure service; specific site vs Internet).FindingsDirect effects indicate that all proposed associations are significant, but with high variability, thus suggesting moderating effects. For instance, (1) type of device used by the customer, (2) type of service under analysis and (3) unit of analysis (i.e. site vs Internet) affect the relationship between quality attributes and satisfaction. This study also supported perceived value and satisfaction as relevant mediators in the link quality → loyalty.Originality/valueThis study analyses the general attributes of the ESQ construct, without the restriction of a specific model or type of service, and then tested the influence of the context. This study also shows that a substantial portion of the quality effect is transferred to loyalty through perceived value and customer satisfaction.

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Section: Discussionmentioning

confidence: 99%

Electronic service quality: a meta-analysis

Lionello

Slongo

Matos

2020

MIP

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“…The quality dimension of user satisfaction is required to construct a broad evaluation scale that can measure the smart devices’ nature with consideration of unique features such as portability, personalisation, limitation of technical features, input features, location, and interaction features ( Demir et al, 2020 ; Khan, Zubair & Malik, 2019 ). The reliability is one of the mGovernment quality factor that has the ability to measure the system performance using the attributes of “timeliness, accuracy, error-free, service promise, and confidentiality” ( Desmal et al, 2019a , 2019b , 2019c ). Using other online measurement scales such as e-Government, e-Commerce, and eRetailing in mGovernment services can lead to difficulties in understanding user satisfaction because each of the contexts has its features and requires a particular measurement scale ( Song & Christen, 2019 ).…”

Section: Introductionmentioning

confidence: 99%

A user satisfaction model for mobile government services: a literature review

Desmal

Hamid

Othman

et al. 2022

PeerJ Computer Science

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User satisfaction is essential for the success of an organisation. With the development of government service delivery through mobile platforms, a compatible measurement model must be found to measure user satisfaction with performing such services through a mobile government portal. Measuring user satisfaction with mobile government services is necessary nowadays due to the increasing popularity of smart devices. Research on mGovernment users’ satisfaction is lacking, leading to difficulties in understanding users’ expectations. In the present study, systematic literature reviews have been used to analyze users’ satisfaction with mGovernment portals and propose a comprehensive model compatible with such contexts. The results show that government agencies can evaluate users’ satisfaction using the proposed model of six quality constructs: usability, interaction, consistency, information, accessibility, and privacy and security. The study recommends improving the evaluation strategies of mGovernment portals regularly to ensure they fit with challenges. Measuring user satisfaction at mGovernment services encourages the user to perform the transactions through such online platforms, increasing the digitalization process and reducing the cost and efforts for both the service provider and end-users.

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“…This study develops a measurement scale for mobile service quality based on the research by Desmal et al (2019), namely application design, reliability, responsiveness, trust, efficiency, and system availability. Application design examines the overall display and functionality of the mobile application, considering aspects such as information architecture, interaction design, frameworks, and visual design.…”

Section: Mobile Service Qualitymentioning

confidence: 99%

“…The third study conducted by Alfi and Moko (2022) explored variables including perceived usefulness, perceived ease of use, perceived price, free alternatives to paid apps, and willingness to subscribe to Netflix as the research object. The most recent previous study by Desmal et al (2019) investigated variables related to e-service quality in m-commerce. The gaps identified with the research earlier encompass the introduction of new variables, covering six factors of mobile service quality in ecommerce applications: Application Design, Reliability, Responsiveness, Trust, Efficiency, and System Availability, as well as the addition of research objects, including mobile e-commerce apps like Tokopedia, Shopee, Bukalapak, and TikTok Shop.…”

Section: Introductionmentioning

confidence: 99%

Validating Dimensions of Mobile Service Quality E-Commerce Consumer to Consumer (C2c) in Indonesia From Seller's Perspective

Pradana,

Parwati,

Ardian

et al. 2024

JAM

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Along with technological advancement, many sellers in Indonesia have shifted to use digital platform like e-commerce, which is creating potential ecosystem for various e-commerce applications to grow and face intense competition in facilitating direct transactions between consumers (C2C). This study aims to confirm the mobile service quality dimensions of e-commerce on mobile applications. The study adopts a quantitative approach with sellers who are use of popular C2C mobile applications in Indonesia, such as Tokopedia, Shopee, Bukalapak, and TikTok Shop as the population. Sample selection using purposive technique resulted in a sample size of 313 respondents. Testing was conducted using Confirmatory Factor Analysis (CFA) to determine the proposed dimensions of e-commerce mobile application service quality from previous research. The results of the study confirm six factors of mobile service quality in e-commerce applications: Application Design, Reliability, Responsiveness, Trust, Efficiency, and System Availability. Testing with the modified model provides higher fit criteria. ANOVA was used to compare components in each dimension. E-commerce service providers can use the result to improve service quality. These improvements involve refining the application interface, ensuring reliability, responsiveness, security, efficiency, and system availability, aiming to boost user satisfaction, foster continued app usage, and fortify the service provider's reputation.

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Proposing a Service Quality Framework for Mobile Commerce

Cited by 9 publications

References 40 publications

Electronic service quality: a meta-analysis

Electronic service quality: a meta-analysis

A user satisfaction model for mobile government services: a literature review

Validating Dimensions of Mobile Service Quality E-Commerce Consumer to Consumer (C2c) in Indonesia From Seller's Perspective

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