Antecedents of customer satisfaction and purchase intention with mobile shopping system use Online publication date: Mon, 28-Apr-2014
by Lisa Y. Chen
International Journal of Services and Operations Management (IJSOM), Vol. 15, No. 3, 2013
Abstract: Although mobile shopping (m-shopping) has growth potential in the Taiwan market, as 22% of local smart phone users polled use their phones to assist with shopping, Taiwan is considered a largely untapped market for mobile consumers, who have just begun mobile shopping and are not yet proficient. While m-shopping is becoming an increasingly significant multichannel for retailers, most m-shopping experiences are still far from satisfactory. The purpose of this study is to examine the quality of m-shopping systems based on the extended IS success model. The model posits that system quality, information quality, and service quality are the major determinants of m-shopping system use and customer satisfaction, which in turn are direct antecedents of purchase intention. The results indicate significant support for the research model. The results of the analysis lead to some recommendations and identify limitations of this study for future research.
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