A structural model of customer satisfaction and trust in vendors involved in mobile commerce

International Journal of Business Science and Applied Management

Volumn 6, Issue 2, 2011, Pages 17-30

  Suki, Norazah Mohd ^a  

^a UNIVERSITI MALAYSIA SABAH   (Malaysia)

Author keywords

m commerce; Mobile; Satisfaction; Structural equation modeling; Trust

Indexed keywords

EID: 80053597682     PISSN: None     EISSN: 17530296     Source Type: Journal    
DOI: None     Document Type: Article

References (81)

1. Aaker, J.L. (1997), "Dimensions of brand personality", Journal of Marketing Research, Vol. 34 No. 3, pp. 347-356.
2. Barnes, S.J. and Vidgen, R. (2001), "An evaluation of cyber-bookshops: the WebQual method", International Journal of Electronic Commerce, Vol. 6 No. 1, pp. 11-30.
3. Berry, L.L. (2000), "Cultivating service brand equity", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 128-137.
4. Bertrand, V., Caplan, A., Chab, F., Fernandez-Moran, E., & Letelier, C. (2001). "MCommerce: Who Will Reap the Profits?" Kellogg Tech Venture 2001 Anthology, March 2001. Available at: www.ranjaygulati.com/teaching/tv2001/M-COM.pdf
5. Byrne, B. M. (2001), "Structural equation modeling with AMOS: Basic concept application and programming", London: Lawrence Erlbaum Associates.
6. Chae, M.H. and Kim, J.W. (2003), "What's so different about the mobile Internet", Communications of the ACM, Vol. 46 No. 12, pp. 240-247.
7. Chae, M., Kim, J., Kim, H. and Ryu, H. (2002), "Information quality for mobile internet services: a theoretical model with empirical validation", Electronic Markets, Vol. 12 No. 1, pp. 38-46.
8. Chang, P.V. (2004), "The validity of an extended technology acceptance model (TAM) for predicting intranet/portal usage", Master thesis, University of North Carolina, Chapel Hill, NC.
9. Cho, D.Y., Kwon, H.J. and Lee, H.Y. (2007), "Analysis of trust in internet and mobile commerce adoption", Proceedings of the 40th Hawaii International Conference on System Science, USA.
10. Choi, J., Seol, H., Lee, S., Cho, H. and Park, Y. (2008), "Customer satisfaction factors of mobile commerce in Korea", Internet Research, Vol. 18 No. 3, pp. 313-335.
11. Corritore, C.L., Kracher, B. and Wiedenbeck, S. (2003), "On-line trust: concepts, evolving themes, a model", International Journal of Human-Computer Studies, Vol. 58 No. 6, pp. 737-758.
12. Cyr, D., Kindra, G.S. and Dash, S. (2008), "Web site design, trust, satisfaction and e-loyalty: the Indian experience", Online Information Review, Vol. 32 No. 6, pp. 773-790.
13. Davis, F.D. (1989), "Perceived usefulness, perceived ease-of-use, and user acceptance of information technologies", MIS Quarterly, Vol. 13 No. 3, pp. 319-340.
14. Dholakia, R.R., Miao, Z., Dholakia, N. and Fortin, D.R. (2000), "Interactivity and revisits to websites: a theoretical framework", RITIM working paper, (online), available at: http://ritim.cba.uri.edu/wp/ (accessed 4 September 2009).
15. eDigitalResearch and Portaltech (2011). Half of Smartphone owners now shop online via a mobile device. Retrieved August 16, 2011, from http://www.portaltech.co.uk/half-of-smartphone-owners-now-shop-online-via-a-mobile-device-2
16. Evrard, Y. (1993), "La satisfaction des consommateurs: e ́tat des recherches", Revue Francaise du Marketing, Nos 144/145, pp. 53-65.
17. Feng, H., Hoegler, T. and Stucky, W. (2006), "Exploring the critical success factors for mobile commerce", Proceedings of the International Conference on Mobile Business (ICMB'06), Copenhagen, Denmark.
18. Fornell, C., & Larcker, D. (1981), "Evaluating structural equation models with unobservable variables and measurement error", Journal of Marketing Research, Vol. 18 No. 1, pp. 39-50.
19. Garbarino, E. and Johnson, M.S. (1999), "The different roles of satisfaction, trust, and commitment in consumer relationships", Journal of Marketing, Vol. 63 No. 2, pp. 70-87.
20. Gefen, D. and Straub, D.W. (2000), "The relative importance of perceived ease of use in IS adoption: a study of e-commerce adoption", Journal of the Association for Information Systems, Vol. 1 No. 8, pp. 1-28.
21. Gerpott, T.J., Rams, W. and Schindler, A. (2001), "Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market", Telecommunications Policy, Vol. 25, pp. 249-269.
22. Geyskens, I., Steenkamp, J. and Kumar, N. (1999), "A meta analysis of satisfaction in marketing channel relationships", Journal of Marketing Research, Vol. 36 No. 2, pp. 223-238.
23. Geyskens, I., Steenkamp, J., Scheer, L.K. and Kumar, N. (1996), "The effects of trust and interdependence on relationship commitment: a trans-Atlantic study", International Journal of Research in Marketing, Vol. 13 No. 4, pp. 303-317.
24. Guriting, P. and Ndubisi, A.O. (2006), "Borneo online banking: evaluating customer perceptions and behavioral intention", Management Research News, Vol. 29 Nos 1/2, pp. 6-15.
25. Ha, S. H. and Liu, L. T. (2010), "Critical Success Factors of Open Markets on the Internet in Terms of Buyers", IFIP Advances in Information and Communication Technology, 341, 282-291.
26. Hair, J. F., Black, B., Babin, B., Anderson, R. E. and Tatham, R. L. (2010). Multivariate Data Analysis: A Global Perspective. Pearson Education Inc., NJ.
27. Heeter, C. (1989), "Implication of new interactivity technologies for conceptualizing communication", in Salvaggio, J. and Bryant, J. (Eds), Media Use in the Information Age, Erlbaum, Hillsdale, NJ, pp. 217-235.
28. Hsu, C.L. and Lu, H.P. (2005), "Consumer behavior in online game communities: a motivational factor perspective", Computers in Human Behavior, Vol. 23 No. 3, pp. 1642-1659.
29. Hsu, C.L., Lu, H.P. and Hsu, H.H. (2007), "Adoption of the mobile internet: an empirical study of multimedia message service (MMS)", Omega, Vol. 35 No. 6, pp. 715-726.
30. Ifinedo, P. (2006), "Acceptance and continuance intention of web-based learining technologies (WLT) use among university students in a Baltic country", The Electronic Journal on Information Systems in Developing Countries, Vol. 23 No. 6, pp. 1-20.
31. Jahangir, N. and Begum, N. (2008), "The role of perceived usefulness, perceived ease of use, security and privacy, and customer attitude to engender customer adaptation in the context of electronic banking", African Journal of Business Management, Vol. 2 No. 1, pp. 32-40.
32. Kalakota, R., and Robinson, M. (2001). "M-Business: The Race to Mobility". New York: McGraw-Hill.
33. Keen, P., and Mackintosh, R. (2001). "The Freedom Economy: Gaining the M-commerce Edge in the Era of the Wireless Internet". Berkeley, CA: Osborne/McGraw-Hill.
34. Keller, K.L. (1998), Strategic Brand Management, Prentice-Hall, Upper Saddle River, NJ.
35. Kettinger, W.J. and Lee, C.C. (1997), "Pragmatic perspectives on the measurement of information systems service quality", MIS Quarterly, Vol. 21 No. 2, pp. 223-240.
36. Kim, M., Park, M. and Jeong, D. (2004), "The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services", Telecommunications Policy, Vol. 28, pp. 145-159.
37. Ku, L.(1992), "Impacts of interactivity from computer-mediated communication in an organization setting: a study of electronic mail", doctoral dissertation, Michigan State University, East Lansing, MI.
38. Kumar, N. (1996), "The power of trust in manufacturer-retailer relationships", Harvard Business Review, Vol. 74 No. 6, pp. 92-106.
39. Kuo, Y.F. (2003), "A study on service quality of virtual community web sites", Total Quality Management, Vol. 14 No. 4, pp. 461-473.
40. Kurnia, S., Smith, S.P. and Lee, H. (2006), "Consumers' perception of mobile internet in Australia", e-Business Review, Vol. 5 No. 1, pp. 19-32.
41. Lai, T.L. (2004), "Service quality and perceived value's impact on satisfaction, intention and usage of short message service (SMS)", Information Systems Frontiers, Vol. 6 No. 4, pp. 353-368.
42. Lee, T.M. (2005), "The impact of perceptions of interactivity on customer trust and transaction intentions in mobile commerce", Journal of Electronic Commerce Research, Vol. 6 No. 3, pp. 165-180.
43. Lee, Y.E. and Benbasat, I. (2003), "Interface design for mobile commerce", Communications of the ACM, Vol. 46 No. 12, pp. 49-52.
44. Lee, S., Lee, S. and Park, Y. (2007), "A prediction model for success of services in e-commerce using decision tree: e-customer's attitude towards online service", Expert Systems with Applications, Vol. 33 No. 3, pp. 572-581.
45. Li, Y.M. and Yeh, Y.S. (2009), "Service quality's impact on mobile satisfaction and intention touse 3G service", Proceedings of the 42nd Hawaii International Conference on System Sciences, Waikoloa, IEEE Computer Society Press, Los Alamitos, CA, pp. 1-10.
46. Liang, T.P. and Wei, C.P. (2004), "Introduction to the special issue: mobile commerce applications", International Journal of Electronic Commerce, Vol. 8 No. 3, pp. 7-17.
47. Liao, C.H., Tsou, C.W. and Huang, M.F. (2007), "Factors influencing the usage of 3G mobile services in Taiwan", Online Information Review, Vol. 31 No. 6, pp. 759-774.
48. Lin, H.H. and Wang, Y.S. (2006), "An examination of the determinants of customer loyalty in mobile commerce contexts", Information and Management, Vol. 43 No. 3, pp. 271-282.
49. Lin, H.H. and Wang, Y.S. (2005), "Predicting consumer intention to use mobile commerce in Taiwan", Proceedings of the International Conferences on Mobile Business (ICMB'05), Sydney, Australia.
50. Lu, J., Yu, C.S., Liu, C. and Yao, J.E. (2003), "Technology acceptance model for wireless internet", Internet Research: Electronics Networking Applications and Policy, Vol. 13 No. 3, pp. 206-222.
51. Luarn, P. and Lin, H.H. (2005), "Towards an understanding of the behavioral intention to use mobile banking", Computers in Human Behavior, Vol. 21 No. 6, pp. 873-891.
52. Mallat, N., Rossi, M., Tuunainen, V.K. and Oorni, A. (2006), "The impact of use situation and mobility on the acceptance of mobile ticketing services", Proceedings of the 39th Hawaii International Conference on System Science, USA
53. March, J.C, and Simon, H.A. (1958). Organizations, New York: Wiley
54. O'Cass, A. and Grace, D. (2004), "Exploring consumer experiences with a service brand", Journal of Product and Brand Management, Vol. 13 No. 4, pp. 257-268.
55. Olla, P., Patel, N., and Atkinson, C. (2003), "A case study of MM02's MADIC: a framework for creating mobile internet systems", Internet Research: Electronic Networking and Policy, Vol. 13 No.4, pp. 311-21.
56. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49 No. 4, pp. 41-50.
57. Pavlou, P.A. (2003), "Consumer acceptance of electronic commerce: integrating trust and risk with the technology acceptance model", International Journal of Electronic Commerce, Vol. 7 No. 3, pp. 101-134.
58. Pitt, L.F., Watson, R.T. and Kavan, C.B. (1995), "Service quality: a measure of information systems effectiveness", MIS Quarterly, Vol. 19 No. 2, pp. 173-187.
59. Ribbink, D., Van Riel, A.C.R. and Liljander, V. (2004), "Comfort your online customer: quality, trust and loyalty on the internet", Managing Service Quality, Vol. 14 No. 6, pp. 446-456.
60. Ring, P., and Van de Ven, A. (1994), "Developmental processes of cooperative inter-organisational relationships", Academy Management Review, Vol. 19 pp. 90-119.
61. Ropers, S. (2001). "New Business Models for the Mobile Revolution". eAI Journal, February, pp. 53-57.
62. Siau, K. and Shen, Z. (2003), "Building customer trust in mobile commerce", Communications of the ACM, Vol. 46 No. 4, pp. 91-94.
63. Siau, K., Sheng, H., Nah, F. and Davis, S. (2004), "A qualitative investigation on consumer trust in mobile commerce", International Journal of Electronic Business, Vol. 2 No. 3, pp. 283-300.
64. Simon, S. (2008). Definitions of correlation. Children's Mercy. Retrieved February 19, 2011, from http://www.childrens-mercy.org/stats/definitions/correlation.htm
65. Singh, J. and Sirdeshmukh, D. (2000), "Agency and trust mechanisms in consumer satisfaction and loyalty judgements", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 150-167.
66. Siwicki, B. (2011). Dover Saddlery trots into mobile commerce. Retrieved August 16, 2011, from http://www.internetretailer.com/2011/02/14/dover-saddlery-trots-mobile-commerce.
67. Spreng, R.A., MacKenzie, S.B. and Olshavsky, R.W. (1996), "A reexamination of the determinants of consumer satisfaction", Journal of Marketing, Vol. 60 No. 3, pp. 15-32.
68. Steendern, M. (2002), "Business applications of WAP", The Electronic Library, Vol. 20 No.3, pp. 215-223.
69. Tiwari, R. and Buse, S. (2007), The Mobile Commerce Prospects: A Strategic Analysis of Opportunities in Banking Sector, Hamburg University Press, Hamburg.
70. Van Dyke, T.P., Kappelman, L.A. and Prybutok, V.R. (1997), "Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire", MIS Quarterly, Vol. 21 No. 2, pp. 195-208.
71. Varshney, U., and Vetter, R. (2001). "A Framework for the Emerging Mobile Commerce Applications", Proceedings of the 34th Hawaii International Conference on System Sciences (HICSS-34), January 3-6, 2001, Maui, Hawaii. Los Alamitos, CA: IEEE Computer Society Press.
72. Varshney, U., Vetter, R.J., and Kalakota, R. (2000). Mobile Commerce: A New Frontier, Computer, Vol. 33, No. 10 (October), pp. 32-38.
73. Venkatesh, V. and Davis, F.D. (2000), "A theoretical extension of the technology acceptance model: four longitudinal field studies", Management Science, Vol. 46 No. 2, pp. 186-204.
74. Venkatesh, V., Ramesh, V. and Massey, A.P. (2003), "Understanding usability in mobile commerce", Communications of the ACM, Vol. 46 No. 12, pp. 53-56.
75. Vrechopoulos, A.P., O'Keefe, R.M., Doukidis, G.I. and Siomkos, G.J. (2004), "Virtual store layout: an experimental comparison in the context of grocery retail", Journal of Retailing, Vol. 80 No. 1, pp. 13-22
76. Wang, S. and Barnes, S. (2007), "Exploring the acceptance of mobile auctions in China", Proceedings of the Sixth International Conference on the Management of Mobile Business, Toronto, Canada.
77. Wang, Y.S. and Liao, Y.W. (2007), "The conceptualization and measurement of m-commerce user satisfaction", Computers in Human Behavior, Vol. 23 No. 1, pp. 381-398.
78. Yeh, Y. S. and Li, Y. M. (2009), "Building trust in m-commerce: Contributions from quality and satisfaction", Online Information Review, Vol. 33 No. 6, pp. 1066-1086.
79. Yi, Y. (1990), "A critical review of consumer satisfaction", in Zeithaml, V.A. (Ed.), Review of Marketing, American Marketing Association, Chicago, IL, pp. 68-123.
80. Yoo, J. S., Lee, J. N and Hoffmann, J. (2008), "Trust in Online Shopping: The Korean Student Experience", Proceedings of the 41st Hawaii International Conference on System Sciences.
81. Zhu, F.X., Wymer, W. and Chen, I. (2002), "IT-based services and service quality in consumer banking", International Journal of Service Industry Management, Vol. 13 No. 1, pp. 69-90.