TY  - JOUR
T1  - Determinants of Consumer Satisfaction of Mobile Commerce in Turkey
AU  - Baloch, Muhammad Ali
AU  - Huseynov, Farid
PY  - 2019
DA  - April
JF  - Florya Chronicles of Political Economy
JO  - FCPE
PB  - İstanbul Aydın Üniversitesi
WT  - DergiPark
SN  - 2149-5750
SP  - 15
EP  - 36
VL  - 5
IS  - 1
LA  - en
AB  - The concept of customer satisfaction points out the satisfaction thatcustomers gain from working with a business. In other words, the conceptdescribes how satisfied customers are with their transaction and their overallexperience with the company. In order to retain existing customers, spreadbrand awareness through them and convert current customers to loyalones, customer satisfaction is a key requirement to be met. Any businessentity attempts to reach high level of customer satisfaction through theircustomer relationship management activities.Mobile commerce (M-commerce) are among young business entities thatstruggle with customer satisfaction concept known as M-satisfaction.M-commerce is the subsection of E-commerce that contains allE-commerce transactions that can be performed with the help of mobile(handheld) devices. The objective of the paper is to identify characteristicsof M-commerce and to recognize factors that affect customer satisfaction(M-satisfaction) in M-commerce through well-founded empirical studies.Mobile user’s discernments and satisfaction are clarified in regards toversatile trade in Turkey.First, based on previous literature, the paper builds sets of customersatisfaction factors for both E‐commerce and M‐commerce. Second,features of M‐commerce are identified by comparing it with currentE‐commerce. Third, significant factors that affect M‐satisfaction areexamined by employing structural equation model. The data for the studyhave been collected through a self-administrated questionnaire where 204respondents from Turkey (mainly from Istanbul city) have participated.According to the research findings, mobility, ease of use, security andprivacy are positively correlated to customer satisfaction while bothcontent reliability and service quality have no relationship with customersatisfaction. M-retailors and M-commerce service designers can utilizefindings of this study to know about how to improve customer satisfactionlevel of their customers and as a result gain competitive advantage basedon a better understanding of their customers’ needs and expectations.
KW  - M-Commerce
KW  - E-Commerce
KW  - Structural Equation Model
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UR  - https://dergipark.org.tr/tr/pub/fcpe/issue//698599
L1  - https://dergipark.org.tr/tr/download/article-file/992978
ER  -