Emerging Technologies in Computing. Second International Conference, iCETiC 2019, London, UK, August 19–20, 2019, Proceedings

Research Article

Proposing a Service Quality Framework for Mobile Commerce

  • @INPROCEEDINGS{10.1007/978-3-030-23943-5_15,
        author={Abdulla Desmal and Mohd Othman and Suraya Hamid and Ali Zolait and Norliya Kassim},
        title={Proposing a Service Quality Framework for Mobile Commerce},
        proceedings={Emerging Technologies in Computing. Second International Conference, iCETiC 2019, London, UK, August 19--20, 2019, Proceedings},
        keywords={Mobile commerce Mobile business M-service quality},
  • Abdulla Desmal
    Mohd Othman
    Suraya Hamid
    Ali Zolait
    Norliya Kassim
    Year: 2019
    Proposing a Service Quality Framework for Mobile Commerce
    DOI: 10.1007/978-3-030-23943-5_15
Abdulla Desmal1,*, Mohd Othman1, Suraya Hamid1, Ali Zolait2, Norliya Kassim3
  • 1: University of Malaya
  • 2: University of Bahrain
  • 3: Universiti Teknologi MARA (UiTM)
*Contact email: a.desmal@outlook.com


Customer satisfaction influences the profitability of organizations and can keep competitive advantages. One of the critical factors in customer satisfaction is the availability of a quality scale that measures the service. The service quality aims to ensure that the service delivered meets customer expectations. However, with the popularity of using mobile devices, there are many electronic businesses shifted to mobile platforms. Mobile platforms have unique features that differ from Personal computers, such as mobility, portable, wireless. Mobile business is a category of business development refers to new business platforms that enabled by using the technology of wireless and mobile devices. In this case, measuring of service quality of the mobile business is necessary nowadays to ensure the delivered services with the best quality. Due to the lack of a comprehensive framework to evaluate service quality at the mobile business, the business sector uses electronic service quality measurement to evaluate mobile business services, which results in difficulties in identifying accurate results. Using the theoretical base model of offline service quality “SERVQUAL” and the online service quality model “E-S-QUAL,” the researchers were able to propose a framework of service quality to evaluate the services provided through mobile commerce. The proposed service quality framework is consisting of six dimensions that are application design, reliability, responsiveness, trust, efficiency, and system availability. The proposed service quality framework helps business providers for better development of business strategies and leads for best customers’ expectations due to the compatibility of the proposed model with the unique features of mobile devices with considerations of the environment of business sectors.