Abstract
The Covid-19 pandemic, which causes social distancing, has an impact on a surge of buying and selling through mobile commerce. On the other hand, customers are at the risk of online service failure in m-commerce. This research tested the quality model of m-commerce service that integrates the justice variable from the Islamic perspective on Muslim women's loyalty and word of mouth with satisfaction as the mediating variable and personal innovation and customer expertise as the moderating variables. This research is survey research involving 323 Muslim women who use the C2C m-commerce platform services in Indonesia. Data analysis is presented in Structural Equation Modeling. The result shows that distributive justice, procedural justice, visual appeal, ease of use, and security influenced satisfaction, while information quality, load speed, and interactional justice did not affect satisfaction. This research proves that the principle of justice in buying and selling process for Muslim women exists in the m-commerce service so that it plays a positive role in satisfaction which has an impact on the loyalty and word of mouth of Muslim women. This research contributes to providing theoretical background as a service standard for m-commerce platforms that are user-friendly for Muslim women.
Highlights
Muslim Muslim women tend to have concerns about the Covid-19, which leads to increased behaviour in online shopping
This study aims to prove the effect of e-service quality on mobile commerce empirically as reflected by the ease of use, information quality, load speed, visual appeal, security and evidence of the existence of distributive justice, procedural justice, interactional justice on the satisfaction of Muslim women
Ease to use online shopping on mobile commerce has a positive effect on the satisfaction of Muslim women
Summary
Muslim Muslim women tend to have concerns about the Covid-19, which leads to increased behaviour in online shopping. The mobile commerce service system is still at risk of service failure. Several cases of incompatibility of products received with the information provided on mobile commerce often occur. Online shopping failure can be detrimental to the buyers, sellers, and platform provider. The failure of online shopping services has a negative impact on the company [1]. The success or failure of sellers in satisfying customers is determined by the quality service of mobile commerce [2]. E-service quality is the extent to which mobile commerce facilitates customers of products or services effectively and efficiently [3,4]. E-service quality by sellers is positively related to customer satisfaction, loyalty, and word-of-mouth [3,4,5, 10]
Sign-in/Register to view highlights & summary 
Published Version (
Free)
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
