The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth
Abstract With the increasing prevalence of mobile shopping (m-shopping) apps, service quality (SQ) has been recognized as a prominent factor in distinguishing the best apps available online. As limited studies have explored how to estimate mobile SQ, this study attempts to expand our understanding o...
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| Format: | Article |
| Language: | English |
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SpringerOpen
2024-10-01
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| Series: | Future Business Journal |
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| Online Access: | https://doi.org/10.1186/s43093-024-00396-4 |
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| author | Heba E. Hassan |
| author_facet | Heba E. Hassan |
| author_sort | Heba E. Hassan |
| collection | DOAJ |
| description | Abstract With the increasing prevalence of mobile shopping (m-shopping) apps, service quality (SQ) has been recognized as a prominent factor in distinguishing the best apps available online. As limited studies have explored how to estimate mobile SQ, this study attempts to expand our understanding of the primary dimensions that shape customer judgments of the overall mobile SQ related to m-shopping activity by validating the mobile SQ (M-S-QUAL) scale in a new cultural setting, e.g., Egypt. It also examines the interrelationships between mobile SQ and three outcome variables: mobile satisfaction (m-satisfaction), mobile loyalty (m-loyalty), and electronic word of mouth (e-WOM). The results support the validity of using the M-S-QUAL scale to assess the mobile SQ of m-shopping platforms. Moreover, the findings emphasize the role of m-shopping SQ in enhancing consumers’ m-satisfaction, thereby improving m-loyalty and increasing favorable e-WOM. The results also show that responsiveness and efficiency are the primary driving forces underlying the SQ dimensions of the investigated outcome variables. Graphical abstract |
| format | Article |
| id | doaj-art-9ceacc7f87ca41d6bc2d5c9a79b89bce |
| institution | Kabale University |
| issn | 2314-7202 2314-7210 |
| language | English |
| publishDate | 2024-10-01 |
| publisher | SpringerOpen |
| record_format | Article |
| series | Future Business Journal |
| spelling | doaj-art-9ceacc7f87ca41d6bc2d5c9a79b89bce2025-08-20T03:53:58ZengSpringerOpenFuture Business Journal2314-72022314-72102024-10-0110111410.1186/s43093-024-00396-4The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouthHeba E. Hassan0Department of Business Administration, Faculty of Commerce, Suez UniversityAbstract With the increasing prevalence of mobile shopping (m-shopping) apps, service quality (SQ) has been recognized as a prominent factor in distinguishing the best apps available online. As limited studies have explored how to estimate mobile SQ, this study attempts to expand our understanding of the primary dimensions that shape customer judgments of the overall mobile SQ related to m-shopping activity by validating the mobile SQ (M-S-QUAL) scale in a new cultural setting, e.g., Egypt. It also examines the interrelationships between mobile SQ and three outcome variables: mobile satisfaction (m-satisfaction), mobile loyalty (m-loyalty), and electronic word of mouth (e-WOM). The results support the validity of using the M-S-QUAL scale to assess the mobile SQ of m-shopping platforms. Moreover, the findings emphasize the role of m-shopping SQ in enhancing consumers’ m-satisfaction, thereby improving m-loyalty and increasing favorable e-WOM. The results also show that responsiveness and efficiency are the primary driving forces underlying the SQ dimensions of the investigated outcome variables. Graphical abstracthttps://doi.org/10.1186/s43093-024-00396-4m-shoppingService qualitym-satisfactionm-loyaltye-WOM |
| spellingShingle | Heba E. Hassan The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth Future Business Journal m-shopping Service quality m-satisfaction m-loyalty e-WOM |
| title | The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth |
| title_full | The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth |
| title_fullStr | The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth |
| title_full_unstemmed | The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth |
| title_short | The role of mobile shopping service quality in enhancing customers M-satisfaction, M-loyalty, and E-word of mouth |
| title_sort | role of mobile shopping service quality in enhancing customers m satisfaction m loyalty and e word of mouth |
| topic | m-shopping Service quality m-satisfaction m-loyalty e-WOM |
| url | https://doi.org/10.1186/s43093-024-00396-4 |
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