Measuring Service Quality in M-Commerce Context:A Conceptual Model

Provided by: International Journal of Scientific and Research Publication (IJSRP)
Topic: E-Commerce
Format: PDF
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.

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