Factors Affecting Service Quality and Satisfaction Customers Use of Mobile Commerce in Ho Chi Minh

Luan-Thanh Nguyen

MPRA Paper from University Library of Munich, Germany

Abstract: Mobile commerce has an important potential in changing consumer shopping habits that have a direct impact on service quality and customer satisfaction when using mobile commerce and becoming a channel of important trade. Based on the development of technology and digital devices along with the outstanding development of M-commerce, it is predicted that mobile phones will soon become a convenient commerce channel for easy access easy online shopping. This study aims to examine the factors affecting customer satisfaction and service quality when using mobile commerce in Ho Chi Minh. This study is experimental in nature and is based on feedback from a survey of 100 customers in Ho Chi Minh. The results show that Reliability (RE), Responsiveness (RP), Content (CO), Accessibility (AC), Expectations (EX), and Satisfaction (SAT) have a strong impact on consumers, these factors affect the purchasing decision of customers using M-commerce services.

Keywords: M-commerce; E-commerce; Satisfaction; Quality Service (search for similar items in EconPapers)
JEL-codes: M0 M1 M3 M31 M37 (search for similar items in EconPapers)
Date: 2024-01-05, Revised 2024-01-10
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