Examining factors influencing customer satisfaction and trust towards vendors on the mobile internet

Norazah Mohd Suki, (2006) Examining factors influencing customer satisfaction and trust towards vendors on the mobile internet. Journal of Internet Banking and Commerce, 17 (1). ISSN 1204-5357

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Official URL: http://papers.ssrn.com/sol3/Delivery.cfm/SSRN_ID18...

Abstract

This study aims to examine factors influencing customer satisfaction and trust towards vendors on the mobile Internet. Data were analysed among 200 respondents who completed the questionnaire by employing multiple regression analysis. Results revealed that customer satisfaction towards the vendor was significantly influenced by ease-of-use, responsiveness, and brand image. Meanwhile, customer trust towards the vendor in m-commerce is affected by responsiveness, brand image and satisfaction towards the vendor in m-commerce. The findings imply there is a need for a vendor in m-commerce to put greater focus on the factors that can generate more satisfaction and trust from the customers. The paper rounds off with conclusions and an agenda for future research in this area.

Item Type:Article
Uncontrolled Keywords:3G, Adoption, Attitude, Mobile phone, Technology acceptance, Usage
Subjects:H Social Sciences > HF Commerce
Divisions:SCHOOL > Labuan School of International Business and Finance
ID Code:3203
Deposited By:IR Admin
Deposited On:04 Jan 2013 18:17
Last Modified:23 Feb 2015 09:50

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