Measuring service quality in m-commerce context: The case of Arab Open University, Jordan

Measuring service quality in m-commerce context: The case of Arab Open University, Jordan

This study explores the impact of service quality dimensions (website design, reliability, responsiveness, trust, personalization, perceived risk and perceived cognitive control), information quality dimensions (content usefulness and content adequacy) and system - quality dimensions (ease of use,...

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Main Author: Salameh, Anas Abdelsatar Mohammad
Format: Thesis
Language:eng
eng
Published: 2015
Subjects:
HF5548.34 Mobile Commerce
Online Access:https://etd.uum.edu.my/5731/1/s93448_01.pdf
https://etd.uum.edu.my/5731/2/s93448_02.pdf
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id my-uum-etd.5731
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Hassan, Shahizan
Alekam, Jamal Mohamed Esmail
topic HF5548.34 Mobile Commerce
spellingShingle HF5548.34 Mobile Commerce
Salameh, Anas Abdelsatar Mohammad
Measuring service quality in m-commerce context: The case of Arab Open University, Jordan
description This study explores the impact of service quality dimensions (website design, reliability, responsiveness, trust, personalization, perceived risk and perceived cognitive control), information quality dimensions (content usefulness and content adequacy) and system - quality dimensions (ease of use, accessibility, interactivity and perceived website innovativeness) on overall perceived service quality, customer satisfaction and behavioral intention. Based on existing literature, a conceptual model was developed. The SERVQUAL model and the Information system theories were used to explicate the relationship among the variables in the conceptual model. Using a survey research design, a sample of 618 university students and staff was drawn through simple random sampling. Combinations of inferential and descriptive statistics were performed assisted by the Statistical Package for Social Science (SPSS) and Partial Least Square (PLS). The outcomes of this study show that responsiveness, content usefulness, content adequacy, ease of use, interactivity, and perceived website innovativeness have significant positive relationships with overall service quality. However, website design, reliability, trust, personalization and perceived risk do not have significant relationships with overall service quality. Similarly, and as expected, overall service quality significantly influences satisfaction while satisfaction positively influences the behavioral intention of mobile commerce customers in Jordan. As for policy and managerial recommendations, it is important that managers lay more emphasis on those factors that can make customers perceive the website of m-commerce to be of high quality as this will eventually affect their satisfaction and future behavioral intentions. Similarly, m-commerce service policy-makers should come up with policies that will enhance the nature of services being rendered, and that will bring greater benefits to the customers. Additionally, the policymakers should endeavour to position m-commerce in the minds of customers in such a way that it will bring about the intention to repeat patronage in the future. Finally, directions for future research are discussed.
format Thesis
qualification_name Ph.D.
qualification_level Doctorate
author Salameh, Anas Abdelsatar Mohammad
author_facet Salameh, Anas Abdelsatar Mohammad
author_sort Salameh, Anas Abdelsatar Mohammad
title Measuring service quality in m-commerce context: The case of Arab Open University, Jordan
title_short Measuring service quality in m-commerce context: The case of Arab Open University, Jordan
title_full Measuring service quality in m-commerce context: The case of Arab Open University, Jordan
title_fullStr Measuring service quality in m-commerce context: The case of Arab Open University, Jordan
title_full_unstemmed Measuring service quality in m-commerce context: The case of Arab Open University, Jordan
title_sort measuring service quality in m-commerce context: the case of arab open university, jordan
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2015
url https://etd.uum.edu.my/5731/1/s93448_01.pdf
https://etd.uum.edu.my/5731/2/s93448_02.pdf
_version_ 1747827971660447744
spelling my-uum-etd.57312021-04-05T01:10:06Z Measuring service quality in m-commerce context: The case of Arab Open University, Jordan 2015 Salameh, Anas Abdelsatar Mohammad Hassan, Shahizan Alekam, Jamal Mohamed Esmail Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5548.34 Mobile Commerce This study explores the impact of service quality dimensions (website design, reliability, responsiveness, trust, personalization, perceived risk and perceived cognitive control), information quality dimensions (content usefulness and content adequacy) and system - quality dimensions (ease of use, accessibility, interactivity and perceived website innovativeness) on overall perceived service quality, customer satisfaction and behavioral intention. Based on existing literature, a conceptual model was developed. The SERVQUAL model and the Information system theories were used to explicate the relationship among the variables in the conceptual model. Using a survey research design, a sample of 618 university students and staff was drawn through simple random sampling. Combinations of inferential and descriptive statistics were performed assisted by the Statistical Package for Social Science (SPSS) and Partial Least Square (PLS). The outcomes of this study show that responsiveness, content usefulness, content adequacy, ease of use, interactivity, and perceived website innovativeness have significant positive relationships with overall service quality. However, website design, reliability, trust, personalization and perceived risk do not have significant relationships with overall service quality. Similarly, and as expected, overall service quality significantly influences satisfaction while satisfaction positively influences the behavioral intention of mobile commerce customers in Jordan. As for policy and managerial recommendations, it is important that managers lay more emphasis on those factors that can make customers perceive the website of m-commerce to be of high quality as this will eventually affect their satisfaction and future behavioral intentions. Similarly, m-commerce service policy-makers should come up with policies that will enhance the nature of services being rendered, and that will bring greater benefits to the customers. Additionally, the policymakers should endeavour to position m-commerce in the minds of customers in such a way that it will bring about the intention to repeat patronage in the future. Finally, directions for future research are discussed. 2015 Thesis https://etd.uum.edu.my/5731/ https://etd.uum.edu.my/5731/1/s93448_01.pdf text eng public https://etd.uum.edu.my/5731/2/s93448_02.pdf text eng public Ph.D. doctoral Universiti Utara Malaysia Aaker, D. A., & Day, G. S. (1990). Marketing research (4th ed.). 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