Sharia compliance service quality metrics for e-commerce: An exploratory analysis

• Main Authors: Ribadu, Mohammed Bashir, Wan Ab. Rahman, Wan Nurhayati
• Format: Conference or Workshop Item
• Language: English
• Published: 2017
• Subjects: BP Islam. Bahaism. Theosophy, etc; T Technology (General)
• Online Access: http://repo.uum.edu.my/22856/1/ICOCI%202017%20332-340.pdf; http://repo.uum.edu.my/22856/; http://icoci.cms.net.my/PROCEEDINGS/2017/Pdf_Version_Chap06e/PID147-332-340e.pdf

Despite the rising call for Sharia compliance in e-commerce systems, yet there are no established service quality metrics that would ensure Muslim consumer trust, use and users satisfaction. Therefore, we prudently proffered Sharia compliance service quality metrics for e-commerce that would foster e-commerce use, user satisfaction and net benefits for the over 1.8 billion Muslims globally. By deducing extant e-commerce service quality metrics from literature and harnessing the opinion of Sharia compliance scholars/experts, an integrative Sharia compliance service quality metrics for e-commerce are proffered. Fundamentally, Sharia compliance assurance of e-commerce systems is found to be an essential service quality metric that will ensure Muslim consumer trust, use, user satisfaction and net benefits from e-commerce.Whereas, conventional e-commerce service quality best practices that are aimed at enhancing the welfare and devoid of Sharia violations are also deemed important service quality metrics for Sharia compliance. Because, providing pre-sale, during the sale and post-sale support services are vital in ensuring the Sharia obligation of eliminating uncertainties, risk, losses, displeasure and discord emanating from e-commerce.