Factors Influencing B2C M-Commerce Satisfaction and Trust towards M-Commerce Service Providers
Avdhesh Gupta1,*, Dr. Pankaj Madan2 and Shalini Gupta3
1,*Assistant Professor, College of Engineering Roorkee
2Associate Professor, Gurukul Kangri Vishwavidayala, Haridwar
3Assistant Professor, Virendra Swarup Group of Institutions, Kanpur
The objective of this study is to providing the factors influencing satisfaction of B2C operations and trust towards m-commerce service providers. The sample size consists of 200 respondents. The results analysis shows that customer satisfaction towards the vendor was significantly influenced by ease-of-use, responsiveness, and brand image. The customer trust towards the vendor in m-commerce is affected by responsiveness, brand image and satisfaction towards the vendor in m-commerce. Based on the analysis, m-commerce service providers should focus on those factors, which can provide more satisfaction and trust from the customers. For m-commerce service providers, the results enable them to better develop the trust in m-commerce customers.
