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

Author

Listed:
  • Nur Ain Mohd Paiz
  • Mass Hareeza Ali
  • Abdul Rashid Abdullah
  • Zuraina Dato Mansor

Abstract

The purpose of this study is to investigate the effect of service quality on the relationship between mobile shoppers’ satisfaction and purchase intention towards mobile commerce. The survey method was conducted with a structured questionnaire that was distributed to 385 mobile users in Malaysia which tested against a proposed model using partial least square structural equation modelling. The result confirms service quality affects mobile shoppers’ satisfaction and purchase intention directly. Furthermore, the result also affirms that mobile shoppers’ satisfaction mediates the relationship between service quality and purchase intention. This study will assist the mobile commerce industry to understand mobile shoppers’ behaviour in Malaysia.

Suggested Citation

  • Nur Ain Mohd Paiz & Mass Hareeza Ali & Abdul Rashid Abdullah & Zuraina Dato Mansor, 2021. "The Effects of Service Quality on Satisfaction and Purchase Intention in Mobile Commerce," International Journal of Business and Management, Canadian Center of Science and Education, vol. 15(4), pages 1-36, July.
    • Handle: RePEc:ibn:ijbmjn:v:15:y:2021:i:4:p:36
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    References listed on IDEAS

    as
    1. Areeba Toor & Mudassir Hunain & Talha Hussain & Shoaib Ali & Adnan Shahid, 2016. "The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan," Journal of Business Administration Research, Journal of Business Administration Research, Sciedu Press, vol. 5(2), pages 27-40, October.
    2. Ghazali, Ezlika & Soon, Pat Chen & Mutum, Dilip S. & Nguyen, Bang, 2017. "Health and cosmetics: Investigating consumers’ values for buying organic personal care products," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 154-163.
    3. Wu, Paul C.S. & Yeh, Gary Yeong-Yuh & Hsiao, Chieh-Ru, 2011. "The effect of store image and service quality on brand image and purchase intention for private label brands," Australasian marketing journal, Elsevier, vol. 19(1), pages 30-39.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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