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Title:
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FACTORS INFLUENCING CUSTOMER SATISFACTION ON CROSS-BORDER M-COMMERCE APPLICATION IN CHINA |
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Author(s):
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Yicai Lin, Jie Gao |
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ISBN:
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978-989-8533-45-6 |
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Editors:
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Hans Weghorn |
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Year:
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2015 |
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Edition:
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Single |
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Keywords:
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Cross-border shopping application, M-commerce, customer satisfaction |
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Type:
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Full Paper |
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First Page:
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159 |
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Last Page:
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168 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Cross-border E-commerce grows fast in China especially among young folks, but little research is done on overseas shopping by mobile application. This paper provides effective factors for companies to consider and develop better Sea Amoy mobile app which means users can purchase products from overseas by mobile application. Reviewing previous literature related to M-commerce and mobile application, it puts forward three variables: mobile service quality, quality of the platform and brand image. We issue questionnaire both online and offline in China and get 496 copies of valid questionnaire. Then test the hypothesis through correlation analysis and regression analysis. We find out that mobile service quality has most powerful influence on customer satisfaction and the quality of application platform is the second. Brand image has positive effect on customer satisfaction but the effect is not obvious. |
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