Factors Influencing B2C M-Commerce Satisfaction and Trust towards M-Commerce Service Providers

In this paper, the authors provide the factors influencing satisfaction of B2C operations and trust towards m-commerce service providers. The sample size consists of 200 respondents. The results analysis shows that customer satisfaction towards the vendor was significantly influenced by ease-of-use, responsiveness and brand image. The customer trust towards the vendor in m-commerce is affected by responsiveness, brand image and satisfaction towards the vendor in m-commerce. Based on the analysis, m-commerce service providers should focus on those factors, which can provide more satisfaction and trust from the customers.

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