Title: Proposed Research Model for Customization and Satisfaction with Mobile Commerce
Published: November 2004
Authors: Jean Lam, Susy S. Chan, Xiaowen Fang, Jacek Brzezinski
Abstract: This paper explores customer satisfaction with mobile services by expanding the expectation and desire disconfirmation model and incorporating constructs of perceived customizability and self-efficacy. The evaluation of constructs is derived from the current electronic commerce satisfaction research combined with literature on constraints of mobile services. In the context of mobile commerce, many technological constraints, such as small screen displays and limited bandwidth, tend to impede user adoption of mobile commerce. It therefore becomes crucial to customize interfaces, content, commerce transactions, and communication to meet mobile users’ needs. A proposed research model and method to validate the effect of perceived customizability are presented in this paper.
Full Paper: [doc]