IJSRP, Volume 5, Issue 3, March 2015 Edition [ISSN 2250-3153]
Anas Abdelsatar Salameh, Shahizan Bin Hassan
Due to the scant research in the area of m-commerce service quality, this study proposes a model for measuring the service quality of m-commerce in a commercial environment. In this study, a comprehensive analysis of the literature in the area of marketing, service quality (SQ), and information systems service quality was carried out to identify the inter-related factors that lead to the service quality of m-commerce. The various past measurement models of electronic service quality (e-SQ) were also reviewed. It was found that overall perceived service quality is determined by three dimensions, which are service quality, information quality, and system quality. The overall service quality will have an impact on customer satisfaction, which will then affect the customer behavioral intention. The study provides insights to researchers and practitioners in the area of m-commerce on the important inter-related dimensions and determinants for measuring service quality. The proposed m-commerce service quality model was developed by revising and modifying the SERVQUAL scale.