Antecedents of customer satisfaction in mobile commerce: A systematic literature review

Abstract

These days, issues such as customer satisfaction, attentiveness to customers' requirements and the ability to reply to them in near real-time have become serious competitive driving factors. While customer satisfaction regarding most goods and services has been well explored in academic literature, there exists little research on this factor with respect to mobile commerce applications and services. This paper provides a systematic literature review of the available research into antecedents of satisfaction in mobile commerce from 2005 to 2012. The outcomes are far from unanimous and the differences suggest that the satisfaction antecedents in mobile services are dependent on the nature of their services, their target clients and their operations. Based on the 15 extracted studies, we found a total of 12 antecedent factors existing for customer satisfaction in mobile commerce. We classified them into 3 main categories of American customer satisfaction index model antecedent factors and then 4 sub categories of Content Quality, Customer Service, Content Reliability and Distributive Justice respectively. This paper calls for more systematic attention to be directed towards customer satisfaction in mobile commerce and suggests to IT practitioners, as well as the research community, a summary of feasibly relevant factors that may affect customer satisfaction in mobile commerce services.