Relationships between system quality, service quality, and customer satisfaction

Abstract

Purpose This study aims to explore the impact of system quality dimensions, namely, ease of use, accessibility, interactivity and website innovativeness on service quality (SQ) and customer satisfaction. Design/methodology/approach The study used a quantitative approach, by using a survey method. The unit of analysis was the individual. A total of 618 questionnaires were randomly distributed to university students and staff in Jordan. The partial least square path-modeling method was used in the estimation of causal relationships of the constructs examined in the study. Findings The outcomes of this study showed that ease of use, interactivity and website innovativeness have significant positive relationships with the SQ. Consequently, SQ significantly influences customer satisfaction. Research limitations/implications Limitations of this research were related to the unit of analysis, as it was conducted within the geographical region of Jordan and the university context, where the culture and level of the technological advancement may be different than other countries. Practical implications This research can assist mobile commerce (m-commerce) service policymakers to formulate significant policies that could enhance the nature of services being rendered and thus bring greater benefits to the customers. Originality/value This research has extended the body of knowledge on emerging trends in m-commerce innovation adoption, more specifically in the university context. Furthermore, it offers insight on the importance of m-commerce in the minds of customers, in such a way that it will bring about the intention to repeat patronage in the future.

Impact of Digitalization on Customers’ Well-Being in the Pandemic Period: Challenges and Opportunities for the Retail Industry

“…M-commerce is changing the way of trading globally by using the Internet for commerce, including purchasing and selling goods and services, after-sales services, and assistance [22,23]. However, this transition is growing at different rates in different parts of the world [24][25][26]. Asia, the USA, and Northern Europe are currently facing a rapid growth of m-commerce compared to other parts of the world [23,27].…”

“…For one, social media channels are particularly popular with younger users as a shopping platform [18,31,32]. At the same time, security, credibility, and trust are essential [7,8,26,33,34]. Companies are storing large amounts of data being worrisome amongst consumers regarding personal privacy [35,36].…”

“…Mobile devices facilitate price and brand comparison by scanning product codes, checking out ingredients and recommendations for various products, or creating shopping lists [26,[37][38][39]. For these reasons, the mobile commerce sector becomes more interesting for many companies and users [40,41].…”

The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile Commerce

“…A positive and direct impact of SQ on CS and PI is shown in several studies. In the mobile commerce context, Anas et al, (2018) and Sukanya and Saroj (2015) revealed that SQ affects the CS positively and significant relationship. Karin (2019) and Yousef and Dariyoush (2018) found the presence of a significant and positive relationship between SQ and PI.…”

Repurchase Intention among Mobile Shoppers with Mediating Effect of Satisfaction on Mobile Shopping

“…Previous studies have examined a range of factors influencing consumer behaviour in different context. These include service quality (Rita et al, 2019;Mohammad Salameh et al, 2018), perceived value (Liu et al, 2015;Carlson et al, 2015) and trust (Artigas & Barajas-Portas, 2019;Trivedi & Yadav, 2020). However, there have been few attempts to comprehensively examine consumer behaviour in mobile shopping context.…”