The antecedents of social commerce service quality dimensions: a systematic review
The purpose of this paper is to provide a comprehensive review of Social Commerce Service Quality (SCSQ) and its dimensions. The authors conducted a systematic review of the extant literature on e-commerce, social commerce, service quality and e-service quality to identify the dimensions of Social C...
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World Academy of Islamic Management
2024
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my.iium.irep.1072552023-10-04T01:17:40Z http://irep.iium.edu.my/107255/ The antecedents of social commerce service quality dimensions: a systematic review Hanafi, Nurul Izzati Islam, Rafikul Maulan, Suharni HF5001 Business. Business Administration The purpose of this paper is to provide a comprehensive review of Social Commerce Service Quality (SCSQ) and its dimensions. The authors conducted a systematic review of the extant literature on e-commerce, social commerce, service quality and e-service quality to identify the dimensions of Social Commerce Service Quality. Nine dimensions were identified, of which social interaction has been mentioned the most in the past literature, implying that it is an essential dimension for both e-service quality and social commerce platforms. Due to the virtual nature of online shopping, information quality and functional quality are the second and third most frequently mentioned dimensions for mitigating the disadvantages of online shopping. Other dimensions are privacy/security, responsiveness, design quality, reliability, personalisation, and social support. With that, this study presents an integrated model, which provides selected dimensions for researchers to further examine the SCSQ. World Academy of Islamic Management 2024-09-09 Article PeerReviewed application/pdf en http://irep.iium.edu.my/107255/7/107255_The%20antecedents%20of%20social%20commerce%20service.pdf Hanafi, Nurul Izzati and Islam, Rafikul and Maulan, Suharni (2024) The antecedents of social commerce service quality dimensions: a systematic review. Journal of Islamic Management Studies, 7 (1). pp. 36-69. E-ISSN 2600-7126 http://publications.waim.my/index.php/jims/issue/view/23 |
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HF5001 Business. Business Administration Hanafi, Nurul Izzati Islam, Rafikul Maulan, Suharni The antecedents of social commerce service quality dimensions: a systematic review |
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The purpose of this paper is to provide a comprehensive review of Social Commerce Service Quality (SCSQ) and its dimensions. The authors conducted a systematic review of the extant literature on e-commerce, social commerce, service quality and e-service quality to identify the dimensions of Social Commerce Service Quality. Nine dimensions were identified, of which social interaction has been mentioned the most in the past literature, implying that it is an essential dimension for both e-service quality and social commerce platforms. Due to the virtual nature of online shopping, information quality and functional quality are the second and third most frequently mentioned dimensions for mitigating the disadvantages of online shopping. Other dimensions are privacy/security, responsiveness, design quality, reliability, personalisation, and social support. With that, this study presents an integrated model, which provides selected dimensions for researchers to further examine the SCSQ. |
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Article |
author |
Hanafi, Nurul Izzati Islam, Rafikul Maulan, Suharni |
author_facet |
Hanafi, Nurul Izzati Islam, Rafikul Maulan, Suharni |
author_sort |
Hanafi, Nurul Izzati |
title |
The antecedents of social commerce service quality dimensions: a systematic review |
title_short |
The antecedents of social commerce service quality dimensions: a systematic review |
title_full |
The antecedents of social commerce service quality dimensions: a systematic review |
title_fullStr |
The antecedents of social commerce service quality dimensions: a systematic review |
title_full_unstemmed |
The antecedents of social commerce service quality dimensions: a systematic review |
title_sort |
antecedents of social commerce service quality dimensions: a systematic review |
publisher |
World Academy of Islamic Management |
publishDate |
2024 |
url |
http://irep.iium.edu.my/107255/7/107255_The%20antecedents%20of%20social%20commerce%20service.pdf http://irep.iium.edu.my/107255/ http://publications.waim.my/index.php/jims/issue/view/23 |
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13.149126 |