The effect of social feature quality on the social commerce system

• Main Authors: Nona Masnie Mohd. Nistah, Maryati Mohd. Yusof, Suaini Sura, Ook, Lee
• Format: Article
• Language: English; English
• Published: Science and Information Organization 2019
• Subjects: HF5001-6182 Business; HM701 Social systems
• Online Access: https://eprints.ums.edu.my/id/eprint/33485/1/The%20effect%20of%20social%20feature%20quality%20on%20the%20social%20commerce%20system.pdf; https://eprints.ums.edu.my/id/eprint/33485/2/The%20effect%20of%20social%20feature%20quality%20on%20the%20social%20commerce%20system%20_ABSTRACT.pdf; https://eprints.ums.edu.my/id/eprint/33485/; https://thesai.org/Downloads/Volume10No7/Paper_20-The_Effect_of_Social_Feature_Quality.pdf; https://doi.org/10.14569/IJACSA.2019.0100720

The emergence of social networks has triggered the evolution of e-commerce to what is now known as social-commerce (s-commerce). However, s-commerce users experience problems related to its social features that affect s-commerce effectiveness. Therefore, the paper examines the effect of social feature quality (SFQ) determinants on s-commerce from customer perspective by adapting the information systems success model. A total of 220 online survey responses were analyzed by using confirmatory factor analysis and the structural equitation model to test the proposed model. SFQ shows a significant effect on perceived usefulness and customer satisfaction with an s-commerce system, whereas relationship support quality shows a significant effect on perceived usefulness and customer satisfaction with an s-commerce system but not on social support. A significant relationship is also identified among perceived usefulness, customer satisfaction, and net benefits of an s-commerce system.