Assessing the effect of service quality and information quality on customers’ overall perceived service quality in m-commerce

• Main Authors: Salameh, Anas Abdelsatar, Hassan, Shahizan, Alekam, Jamal Mohammad Esmail, Alkafagi, Alaa Ahmed Chyad
• Format: Article
• Language: English
• Published: INSInet Publications 2015
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/15198/1/My.pdf; http://repo.uum.edu.my/15198/; http://ajbasweb.com/old/online.html
• Institution: Universiti Utara Malaysia

M-commerce is an emerging and rapidly evolving area as demonstrated by new technological innovations introduced to improve m-service. Motivated by the growing interest in online commerce, this research questions focuses on examining the dimensions of service quality and information quality that contribute to overall perceived service quality (OPSQ) in m-commerce. The three identified dimensions of service quality are reliability, personalization, and perceived risk, and the dimension of information quality is content usefulness.It was found in the study that there was a remarkable effect of content usefulness on the OPSQ.Other service quality dimensions however were found to have no significant effect with OPSQ.The findings suggest that service providers need to understand the consumers’ perspective and needs.In order to provide better services for users, companies need to pay more attention on controlling the perceived risk associated with using m-commerce.