Abstract
Availability of smartphones at affordable prices and efficient data packs provided by telecom companies have shifted digitalization toward phone-enabled mobile commerce (m-commerce). This has forced the firms to reengineer their strategies to incorporate mobile commerce within their organizational models. The paper proposes a conceptual model that includes the variables such as m-commerce application success (MAS), customer satisfaction (CS), and repurchase intention (RI) toward mobile commerce. The conceptual model analyses the significance of the relationship between MAS with CS, CS, and MAS with RI. The model has been validated through a survey consisting of 530 respondents, mainly from northern India. The study was performed using structural equation modeling (SEM) approach. Results validated the association of MAS with CS, and CS with RI. But, there exists no direct relation of MAS with RI. Future studies may extend the present model by incorporating loyalty framework.
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Acknowledgements
This research work was supported by the grants provided by Indian Council of Social Science Research, Delhi, India (File No.: 02/76/2017-18/RP/Major).
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Appendix
Appendix
The measurement scale
Items | Statements |
|---|---|
SQ1 | MC provides a time effective application |
SQ2 | MC provides an application which is always available |
SQ3 | MC application takes less time to reload/refresh and to migrate from various search results |
SQ4 | MC provides an attractive application |
CQ1 | MC application informs me about the product/service and their arrivals/departures |
CQ2 | The data is well displayed on the mobile commerce application |
CQ3 | MC provides the information about the products/services in no time |
CQ4 | MC provides exact information about the products/services without any discrepancies |
US1 | MC provides an interface with significant content about products/services |
US2 | MC provides an interface with smooth payment process |
SP1 | MC provides an application that tracks the delivery status of their purchased product/service |
SP2 | MC provides various payment options |
SP3 | MC provides an application that efficiently handles queries of the customer |
SP4 | MC allows me to create an account on their application to avail various incentives and exclusive offers |
TR1 | MC assures the customer that there is no breach of their personal information while making a transaction |
TR2 | MC keeps customer’s personal information confidential and protects their data from being included into their database which may be used for any other purpose apart from the purpose it was meant for |
MO1 | MC application is in accordance with my smart phone’s configuration |
MO2 | MC application provides an interface on my mobile phone through which I can have access to the product/services I look forward to have |
PER1 | I can have access to the MC application from anywhere |
PER2 | I can have access to the MC application at my suitable time |
PER3 | MC provides me an opportunity to build my own shopping cart |
OCF1 | MC application provides an interface that posts linguistic comments provided by previous purchasers and browsers |
OCF2 | MC application provides an interface that posts star ratings provided by previous purchasers and browsers |
CS1 | Overall I am satisfied with the firm’s application |
CS2 | The quality of product meets my expectations |
RI | I will again make a purchase using this application |
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Tandon, A., Sharma, H., Aggarwal, A.G. (2020). Examining the Relationship Between Customer-Oriented Success Factors, Customer Satisfaction, and Repurchase Intention for Mobile Commerce. In: Kapur, P.K., Singh, O., Khatri, S.K., Verma, A.K. (eds) Strategic System Assurance and Business Analytics. Asset Analytics. Springer, Singapore. https://doi.org/10.1007/978-981-15-3647-2_17
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