A user perspective of quality of service in m-commerce

This is the post-print version of the Article. The official published version can be accessed from the link below - Copyright @ 2004 Springer VerlagIn an m-commerce setting, the underlying communication system will have to provide a Quality of Service (QoS) in the presence of two competing factors—network bandwidth and, as the pressure to add value to the business-to-consumer (B2C) shopping experience by integrating multimedia applications grows, increasing data sizes. In this paper, developments in the area of QoS-dependent multimedia perceptual quality are reviewed and are integrated with recent work focusing on QoS for e-commerce. Based on previously identified user perceptual tolerance to varying multimedia QoS, we show that enhancing the m-commerce B2C user experience with multimedia, far from being an idealised scenario, is in fact feasible if perceptual considerations are employed

Mobile Learning Services Acceptance Model Among Malaysian Higher Education Students

Mobile learning (m-learning) is considered as the next form of e-learning using mobile technologies to facilitate education for teachers and learners anywhere and anytime. Engaging the m-learning services in the Malaysian higher education could improve the availability of education. Students’ awareness of such technology is a key for success acceptance. This research aims to study the acceptance and use of m-learning services among Malaysian higher education students. The main objective is to propose a students' acceptance model of m-learning in the higher education environment. The study investigates the students’ acceptance of behavior intention to use m-learning and its effect on usage behavior in the higher education environment. It provides the knowledge base about the current state of students’ awareness about m-learning services. The study found that both of the environment and the infrastructure are appropriate to diffuse and utilize m-learning in the higher education environment. Furthermore, the results showed that the students have adequate knowledge and awareness to use such technology in their education environment. The limitations of m-learning for education were well concerned by students. The students’ perspective is very important to investigate the use behavior of m-learning in the higher education environment. Findings of the study suggest that the behavior intention to use the m-learning by students in the higher education environment have positive influence on the use behavior. Consequently, the availability of facilitating conditions is an important to influence students’ use behavior. The study suggests several factors as important determinants of the behavior intention to use the m-learning in the higher education environment. Specifically, behavior intension to use appears to be adopted and facilitated by the usefulness of m-learning services, so more usefulness of m-learning leads to more acceptances among students in the higher educatio

Exploring Consumer Adoption of Mobile Payments - A Qualitative Study

This paper examines consumer adoption of a new electronic payment service, mobile payments. The empirical data for the explorative study was collected by establishing six focus group sessions. The results suggest that the relative advantages of mobile payments include time and place independence, availability, possibilities for remote purchases, and queue avoidance. The interviewees found mobile payments to be mostly compatible with digital content and service purchases and to complement small value cash payments. Interestingly, the findings suggest that the relative advantages of mobile payments depend on certain situational factors such as lack of other payment methods or urgency. There are, however, several barriers to the adoption of mobile payments, including premium pricing of the payments, complexity of payment procedures, a lack of widespread merchant acceptance, and perceived risks

A Framework for Analyzing Business Model Innovation in Mobile Commerce

The paper develops and tests a framework for evaluating mobile commerce business models and strategies. To study business model innovation in mobile commerce, we analyze the cost, revenue, and growth components of the business model. In addition, we also investigate whether the implementation of the new business model successfully capitalized on the key disruptive attributes of mobile commerce. An analytical framework is developed to guide the empirical study of the two leading mobile commerce companies in Taiwan. The empirical research indicates that the mobile commerce industry in Taiwan has been able to capitalize on many but not all of the value-adding mobile commerce disruptive attributes as well as the economic principles of the digital economy to provide mobile value. The development of mobile application services should be demand-driven and customer-focused, rather than merely supply- oriented. Mobile commerce service providers must understand the tacit consumer demand and be able to capture the full benefits of the disruptive technology and service innovation in order to achieve superior business performance

Intention and adoption of mobile coupon among mobile phone users in Klang Valley

The arrival of mobile marketing communication has created a new method of sales promotion and advertising technique called mobile coupon. The main objective of this research is to examine the determinants of consumers’ intentions to subscribe mobile coupon and the consequence mobile coupon adoption by using Theory of Planned Behavior as the underpinning theory and perceived values, trust and perceived control are chosen as independent variables while consumer experience is selected as the moderator variable. The survey method is employed in the present study and sample consisted of 570 mobile coupon adopters between the ages of 15 - 49 years old located in Klang Valley. Data analysis involves descriptive analysis, factor analysis and multiple regression. Results indicated that 51.5 percent of consumers’ adoption to subscribe model coupon in contributed by the level of intention. It was also discovered that the level of consumers’ intention to subscribe mobile coupon service is at moderate level. Monetary factor has the highest influence on consumer intention to subscribe mobile coupon followed by emotional, convenient and trust factors. The result also indicated that consumer experience moderates the relationships between monetary and perceived control on consumers’ intention to subscribe mobile coupon. Finally, consumers’ intention to subscribe mobile coupon has significant effect on consumers’ adoption of mobile coupon. Based on the findings, implications to practice and academic research were offered. Limitations of the study and future research were all discusse

Measuring service quality in m-commerce context: The case of Arab Open University, Jordan

This study explores the impact of service quality dimensions (website design, reliability, responsiveness, trust, personalization, perceived risk and perceived cognitive control), information quality dimensions (content usefulness and content adequacy) and system - quality dimensions (ease of use, accessibility, interactivity and perceived website innovativeness) on overall perceived service quality, customer satisfaction and behavioral intention. Based on existing literature, a conceptual model was developed. The SERVQUAL model and the Information system theories were used to explicate the relationship among the variables in the conceptual model. Using a survey research design, a sample of 618 university students and staff was drawn through simple random sampling. Combinations of inferential and descriptive statistics were performed assisted by the Statistical Package for Social Science (SPSS) and Partial Least Square (PLS). The outcomes of this study show that responsiveness, content usefulness, content adequacy, ease of use, interactivity, and perceived website innovativeness have significant positive relationships with overall service quality. However, website design, reliability, trust, personalization and perceived risk do not have significant relationships with overall service quality. Similarly, and as expected, overall service quality significantly influences satisfaction while satisfaction positively influences the behavioral intention of mobile commerce customers in Jordan. As for policy and managerial recommendations, it is important that managers lay more emphasis on those factors that can make customers perceive the website of m-commerce to be of high quality as this will eventually affect their satisfaction and future behavioral intentions. Similarly, m-commerce service policy-makers should come up with policies that will enhance the nature of services being rendered, and that will bring greater benefits to the customers. Additionally, the policymakers should endeavour to position m-commerce in the minds of customers in such a way that it will bring about the intention to repeat patronage in the future. Finally, directions for future research are discussed

The adoption of mobile commerce services by individuals: A Current State of the Literature

The lack of strong market growth in most Mobile Commerce markets indicates that improved functionality, affordability, and availability of mobile technology do not lead automatically to wide-spread adoption of these services. Therefore, developing an understanding of the factors that influence end-user (consumer) behaviour and acceptance of new mobile services is important at this early stage of the mobile evolution because consumer acceptance is a critical foundation for the continued expansion of the market for mobile services. In this paper we analyse and synthesise the existing literature which focuses on the factors that impact the adoption of mobile commerce services by individuals. We develop an innovative framework to guide this analysis and review 100 studies. Results show a clear imbalance in the existing literature and bias towards some types of adoption factors in favour of other equally important factors

Factors Influencing Consumers' Acceptance of Mobile Marketing Services

The research of mobile marketing services is still at the early stage and the reason to explain the acceptance as well as the understanding of the actual usage level of mobile marketing services still remains unclear. To investigate this issue, this study has examined the acceptance of mobile marketing services by measuring the consumer's intention and actual usage of mobile marketing services. Grounded by the Decomposed Theory of Planned Behaviour (DTPB), this study proposes a framework by decomposing attitude, subjective norm, perceived behavioural control and perceived risk. A total of 334 full-time university students from four public universities in the Northern Region, Malaysia have participated in this study. Data for all the study variables have been collected through self-administered survey questionnaires. Structural Equation Modeling (SEM) is the main statistical technique used in this study. The study has shown that the level of the actual usage is at the lower level. The study also reveals that all the main beliefs (attitude, subjective norm, perceived behavioural control and perceived risk) are found to have significant effect on consumer‟s intention to use mobile marketing services. With regard to antecedents‟ effect on the main beliefs, there are only four factors which are found insignificant namely perceived ease of use, personal innovativeness, media and technology facilitating condition. Whereas, another ten antecedent factors significantly influence the main beliefs. Overall, the results indicate that the model provides a good understanding of the factors that influence intention to use and the actual usage of mobile marketing services. As predicted, decomposition of the main beliefs provides more specific factors that influence the behaviour. Based on the findings, the theoretical and practical implications of the study as well as limitations and suggestions for future studies are also discussed

FACTORS INFLUENCING THE USE OF M-BANKING BY ACADEMICS: CASE STUDY SMS-BASED M-BANKING

There are several advantages with m-banking. Several related studies have shown that m-banking and indeed SMS-based mobile banking applications have become popular in many countries in Europe and America. The phenomenon remains not widely used in many others such as Nigeria. This study identified and investigated the factors that influence academics in Nigeria to use m- banking with focus on the evaluation of SMS-based mobile banking. The research model was adopted from the Unified Theory of Acceptance and Use of Technology model (UTAUT). A survey questionnaire was administered to collect data from 150 academic staff and 350 university students of the University of Ilorin, Nigeria. The results show a positive correlation between customer service, type of bank and perceived ease of use and the use of m-banking. The implications of the results are crucial for technology adoption research and managers of banks in Nigeria

Determinants of theWillingness to Use Mobile Location-Based Services - An Empirical Analysis of Residential Mobile Phone Customers

This article develops 11 hypotheses on impacts of six customer characteristics on an individual’s willingness to use mobile location based services (LBS). Hypotheses are tested in a sample of 217 mobile communications customers in Germany who participated in a standardized online-survey. PLS analysis suggests that reported frequency of “on the move” information needs, perceived assessment of LBS in a customer’s social environment and extent of past use of other mobile data services have statistically as well as practically significant effects on adoption intentions for pull LBS. Data privacy risks and cost/bill size concerns are only weakly or not related to such intentions