Factors influence customer satisfaction in mobile commerce : a research on Vietnamese mobile users
Chu, Phuong Anh (2015)
Turun ammattikorkeakoulu
2015
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2015121621158
https://urn.fi/URN:NBN:fi:amk-2015121621158
Tiivistelmä
Mobile commerce – a relative new commerce mode, has become a major topic for many researchers. Along with it, measuring customer satisfaction in m- commerce is important for a wide range of firms, for it is a key element to ensure firms’ success.
This thesis seeks to elucidate mobile customer’s perceptions regarding mobile commerce in Vietnam. The thesis provides an explanation on whether these customers are satisfied with m-commerce. In addition, features and challenges of m-commerce are identified, as well as the factors influencing customer satisfaction in m-commerce presented. In order to achieve these objectives, the research was carried out with quantitative methodology with primary data collected from mobile customers in many regions in Vietnam, especially in Hanoi and Ho Chi Minh City. The thesis was based on trustworthy sources to develop a theoretical framework, which was a fundamental foundation. Likewise, in order to provide empirical analysis, a questionnaire targeting actual Vietnamese mobile users was conducted.
The findings of this thesis reveal that the quality of the service, trust and mobile technology are the main factors that affect Vietnamese customer satisfaction in m-commerce. As to customer satisfaction, Vietnamese mobile users are slightly satisfied with mobile service in the country. The thesis can help the firms and other researchers to understand more the customers and service in a potential Vietnamese m-commerce market.
This thesis seeks to elucidate mobile customer’s perceptions regarding mobile commerce in Vietnam. The thesis provides an explanation on whether these customers are satisfied with m-commerce. In addition, features and challenges of m-commerce are identified, as well as the factors influencing customer satisfaction in m-commerce presented. In order to achieve these objectives, the research was carried out with quantitative methodology with primary data collected from mobile customers in many regions in Vietnam, especially in Hanoi and Ho Chi Minh City. The thesis was based on trustworthy sources to develop a theoretical framework, which was a fundamental foundation. Likewise, in order to provide empirical analysis, a questionnaire targeting actual Vietnamese mobile users was conducted.
The findings of this thesis reveal that the quality of the service, trust and mobile technology are the main factors that affect Vietnamese customer satisfaction in m-commerce. As to customer satisfaction, Vietnamese mobile users are slightly satisfied with mobile service in the country. The thesis can help the firms and other researchers to understand more the customers and service in a potential Vietnamese m-commerce market.