| 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. |