ISO 9001:2015

M-CONSUMER’S SATISFACTION AND TRUST ON MOBILE COMMERCE IN SURAT CITY

Consumer satisfaction can be considered as a crucial component and one of the important factors for preparing a successful business strategy. Due to various benefits of M-Commerce are Ubiquity, Accessibility, and ease of use, various discount and payment offers, Localization, Cost and time effective and privacy it has been adopting by large number of consumer in market. The purpose of the study is to determine satisfaction of M-consumer from utilization of M-commerce and on the bases trust on M-commerce based application in Surat city. The researcher has collected primary data using online questionnaire where 266 respondents has filled up questionnaire out of 250 responses has consider, the various statistical tool has applied for analysis data are regression test, Skewness and Kurtosis test, and factor analysis. Further, the study has shown that technological factors has positive relation and direct effect on M-consumer satisfaction while M-consumer satisfaction leads in building Trust level of M-consumer on M-Commerce. At last, the study has suggested that number efforts yet to be left for improving and adopting efficient mobile commerce technology, improving creditability of m-vendor, providing better product and service quality, and adopt international market standard.

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Keywords: M-consumer, M-commerce, Satisfaction and Trust, Skewness, Kurtosis Test.


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