Advances in Economics, Business and Management Research, volume 50

3rd International Conference on Management Science and Engineering (MSE 2017)

Influence Factors of Users Satisfaction of Mobile Commerce -An Empirical

Research in China

Ping-hao YE Li-qiong LIU

School of Information Engineering, School of Information Management, Wuhan University;
Wuhan Business University Wuhan Business University
Wuhan City, Hubei Province, China Wuhan City, Hubei Province, China
e-mail:yezigege1977@163.com e-mail:quandian7373@163.com

Abstract: This study establishes a structural model to measure experts and scholars at home and abroad. Evaluating user
user satisfaction toward mobile commerce (m-commerce) from satisfaction toward m-commerce is helpful for understanding
the perspective of m-commerce participants by analyzing user demand
factors influencing user satisfaction. A questionnaire survey on improving the service quality of m-commerce, increasing
428 m-commerce users is conducted. The model is verified by customer satisfaction, building competitive edges, and
regression analysis and other analytical methods, and factors attaining long-term profitability. This study investigates
influencing the user satisfaction are determined. The features business-to-consumer (B2C) m-commerce.
of m-commerce applications, performances of mobile intelligent
terminals, and service quality of m-commerce are key factors
influencing user satisfaction.This study proposes suggestions II .LITERATURE REVIEW
and recommendations to enhance user satisfaction and improve The rapid advancement of wireless communication
the vitality of m-commerce ecosystem. It further promotes m- technology and mobile communication network as well as the
commerce among customers, and thus increasing efficiency in growing popularity of mobile devices have created favorable
learning, living, and working.The conclusions explain the conditions for the development of m-commerce in China.
factors influencing user satisfaction and provide Despite the steadily improving service quality of m-
recommendations and references for mobile network service commerce, different users face emerging and innovative types
providers, smart phone manufacturers, mobile application of m-commerce, resulting in substantial variations in user
service providers, and other m-commerce participants to satisfaction. Evaluating user satisfaction and analyzing the
increase their market shares. factors influencing the results have been prioritized in many
studies. Factors influencing user satisfaction have been
Keywords -Mobile commerce; User satisfaction; Influence studied by numerous scholars. In this study, the factors
factors; Consumer behavior identified in the existing literature have been summarized into
m-commerce app performance, mobile device performance,
I.INTRODUCTION
and service quality (Table I).
With the development and application of 4G mobile
communication technologies, mobile devices can be
seamlessly connected to the online stores of vendors, thus A. Overview of m-commerce
promoting the rapid expansion of their mobile stores [1]. A With the constantly increasing popularity of mobile
new business service model, that is, mobile commerce (m- phones in China, the types of devices that can access the
commerce), is growing quickly at a global scale. Although m- Internet have gradually shifted from computers to portable
commerce has been effectively applied in the developed wireless terminals. Mobile devices and apps provide many
countries such as Japan, South Korea, and the United States, opportunities for retailers to attract new users [6]. The main
it remains in the initial growth stage in developing countries features in a mobile environment include new services,
[2, 3]. The scale of m-commerce users in China had reached affordable transmission services, new players, increasing
0.364 billion by the end of 2015, with an increase of 23.8%, revenues, and a changing role of mobile network operators [7].
and the number is estimated to approach 0.5 billion in 2018 Although consumer shopping behaviors and business
(China E-Business Research [4]. Investigating the satisfaction development models are influenced by the rapid development
of this rapidly growing user group is conducive to the healthy of m-commerce, no unified concept or definition of m-
development of the m-commerce market. commerce has been formed locally or internationally. Experts
The rapid development of m-commerce has strongly and scholars differ in their interpretations of m-commerce.
influenced the work, learning, and daily life of users [5]. An Nonetheless, the basic contents and meaning of m-commerce
increasing number of operators have attracted considerable are the same. M-commerce requires mobile terminals and
attention among customers by improving customer wireless network technologies and involves commercial
satisfaction through developing mobile applications, hereafter activities. In this study, m-commerce is defined as an e-
referred to as apps. User satisfaction lays a foundation for commerce system and a pattern in which various information
achieving the goals of m-commerce, and it has already exchanges and business activities are implemented by
become an important issue that vendors face when they apply organically integrated mobile communication devices and
m-commerce in their business operations. User satisfaction wireless network technologies. A large body of literature on
toward m-commerce has become a favored topic among m-commerce has been published in journals of economics,

Copyright © 2017, the Authors. Published by Atlantis Press.

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information, and management. [8]. Classified research on 149 theory of acceptance and use of technology, innovation
papers of m-commerce has centered on the following major diffusion theory, and task-technology fit. Most studies have
points: m-commerce theory and research, mobile middleware, focused only on several aspects of the aforementioned factors
m-commerce applications and cases, wireless user influencing the adoption behaviors of users. Few studies have
infrastructure, and wireless network infrastructure. User combined those at individual, organizational, or national level.
satisfaction has not been analyzed as an independent category. The adoption and generalization of m-commerce is classified
as system engineering, whose influencing factors contain
micro-, enterprise-, industry-, and macro-level information.
B. M-commerce adoption Studying the factors influencing the adoption of m-commerce
The success and potential of the mobile Internet market based on social psychology from a common user perspective
depend on the use of m-commerce; thus, adoption behaviors is unbalanced. Creating a new theoretical framework for
of m-commerce users are a popular topic of theoretical future studies is necessary, as is considering the individual,
research. With the increasing number of mobile phone users, organizational, and national levels.
various innovative forms of m-commerce are emerging.
Significant differences exist in the adoption behaviors of m-
commerce users. The rapid development of society, C. M-commerce satisfaction
technology, and economy has induced profound changes in On the basis of studies on factors influencing user
the value chain of mobile applications [7]. Adoption satisfaction, the service quality of m-commerce can be
behaviors of users toward new technologies and services have improved, enhance user satisfaction, provide a safer and more
also shifted to a new direction. User age is negatively related enjoyable shopping experience, and offer greater benefits to
to the adoption of m-commerce. The frequency of using m- operators. Trust in m-commerce, involvement, and
commerce among young users is higher than that among older innovativeness have positive effects on user satisfaction [24].
users. Young users pay more attention to the convenience of Wireless communication technologies with higher flexibility
m-commerce [9]. Educational level is positively associated and mobility provide m-commerce users with great
with the use of m-commerce. The higher the convenience anywhere or anytime, but they are accompanied
Educational level, the more frequently the user uses with security vulnerabilities [25]. Security problems and
location-based m-commerce and transaction services [10, 11]. privacy risks are of primary concern in m-commerce, and the
Perceived usefulness, ease-of-use, and pleasure; trust; and perceived security of m-commerce of Chinese users
network greatly influence the adoption of m-commerce [11- significantly affects use intention, satisfaction, and loyalty to
17]. Consumer innovativeness, past adoption behavior, and m-commerce [26]. Word-of-mouth is also a determining
technology cluster adoption may affect the adoption factor of user satisfaction [27]. User satisfaction, habits, trust,
behaviors of m-commerce consumers [11]. Convenience as and perceived value directly affect their loyalty [28]. User
well as perceived quality and usefulness influence the loyalty refers to the tendency of customers to purchase
adoption of m-commerce users [9]. Trust has become an commodities and services repeatedly and with stable
important research topic because it is a key factor influencing emotions despite varying environmental effects and changing
user satisfaction [18, 19]. Security, system design, and promotion methods [29]. Individualized innovation affects
transaction details are also key factors influencing user trust user intention to continue using m-commerce [30].
toward m-commerce [20]. Design aesthetics is a key factor Cultivating user loyalty is a perennial concern of m-
influencing m-commerce websites; it exerts an especially commerce in spite of rapid changes in information technology.
strong influence on perceived usefulness and ease-of-use, User satisfaction refers to a user’s mental state and self-
thus explaining user trust [21, 22]. In addition, mobility and awareness. Quantifying user satisfaction with accurate
information quality reflect the main features of m-commerce, indicators is difficult because of its fuzziness and
affecting the initial trust of users toward m-commerce [23]. comprehensiveness. Furthermore, measuring user satisfaction
Most current studies on the user adoption of m-commerce is also affected by many factors, including numerous known
are based on the perspectives of technology or social and unknown information. Such study is especially volatile
psychology and consumers. Related theories mainly include given that m-commerce remains an unknown concept from a
theory of reasoned action, theory of planned behavior, the cognitive perspective.
technology acceptance model and its extended model, unified

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TABLE I. CUSTOMER SATISFACTION FACTORS OF M-COMMERCE IN THE PREVIOUS STUDIES

Constructs Items References

M-commerce App Transaction process, Content reliability, [22, 31-35]
performance Perceived system quality, Convenience of
navigation, Compatibility, Degree of
content quality, Variety of content, design
aesthetics
Mobile Device Size of image/text ,Customization, Brand [22, 32, 35-39]
Performance image, Brand awareness, Interactivity and
responsiveness, portability, interface
design, speed, search ability, simultaneity,
design aesthetics

Service Quality Perceived ease of use, perceived [24, 26, 40, 41]
usefulness ,security, Trust ,Involvement,
Innovativeness, Offline delivery, culture

III.RESEARCH MODEL AND HYPOTHESES commerce. They are also key issues for developers in
promoting and improving m-commerce [45].
M-commerce has unique properties compared with The content reliability and transaction procedures of m-
traditional e-commerce. The mobility of mobile devices and commerce significantly affect user satisfaction and loyalty to
the universality of mobile networks provide mobile users with m-commerce [31]. M-commerce apps also challenge security,
the opportunity to use m-commerce anywhere and anytime. and lack of development standards and application make
Therefore, numerous factors influence customer satisfaction smart mobile devices vulnerable [46]. M-commerce apps and
in m-commerce. Consequently, any measurement index the perceived risks affect users’ attitudes toward m-commerce
system for m-commerce is complex. In this study, a model for [47]. Web pages provide users’ a first impression of an
measuring user satisfaction is established by combining the organization. The aesthetic design of web pages determines
characteristics of m-commerce users and the actual market whether users stay or leave. Web pages with higher aesthetic
situation of m-commerce (Fig. 1). value are often highly authoritative [48]. The aesthetic level
A. M-commerce app performance of the visual design of m-commerce apps deeply affects the
perceived usefulness and ease-of-use, finally exerting a
On the basis of the value chain model of m-commerce, the positive influence on user loyalty to m-commerce [22].
effective design of the m-commerce system can improve user Perceived interactivity and compatibility may affect user
satisfaction [42, 43], trust in the perceived usefulness of the intention to download apps [49]. M-commerce apps are
system, and loyalty to the system [43]. The m-commerce bridges between customers and operators in trading. They are
market mainly involves consumers, mobile operators, mobile also platforms for displaying transaction details. According to
technologies, and mobile services or products. Mobile user intention to use and behaviors, the following hypothesis
operators include network providers, content providers, is proposed:
service or product providers, device providers, and third-party H1. The performance of m-commerce apps significantly
service providers. With regard to the trading relationship in affects user satisfaction.
the value chain of m-commerce, users interact with mobile
operators via mobile networks based on mobile terminal B. Mobile device performance
technologies, and mobile operators transport mobile services Mobile intelligent terminals have been widely applied in
to user terminals via networks. In the trading process, users the trading process of m-commerce, requiring extremely high
may perceive mobile technologies, operators, and mobile security. Therefore, security is highly important when using a
services. Given that m-commerce is readily accessible and mobile system [50]. Mobile devices include mobile phones,
that personally interacting with operators is impossible for PDAs, and other accessible wireless mobile terminals.
users, and, thus, m-commerce apps serve as a bridge between Moreover, customers’ skills in using mobile devices
users and operators. The number, user comments, and appreciably affect their shopping experience as well as their
accessibility of mobile application stores affect users’ choices perceived usefulness of such devices. Accordingly, the
of apps [44]. Therefore, the availability, ease-of-use, and shopping experience and perceived usefulness affect
download fees of m-commerce apps are primary concerns of customer behavioral intentions to adopt m-commerce [51].
users. M-commerce apps are key factors influencing user Smartphones functionally promote the convenience and
satisfaction. Such apps determine users’ continuous use of m-

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security of m-commerce through systems such as e-wallet, e- H2. The performances of mobile intelligent terminals
pay, and multimedia [52]. In m-commerce transactions, significantly affect user satisfaction.
mobile intelligent terminals enable users to shop whenever C.Service quality
and wherever they like; such options cannot be provided by M-commerce is based on wireless communication
computer-based e-commerce terminals (CTs). Simplicity and networks; thus, it is highly vulnerable to attacks and spyware
interactivity are two key factors influencing the usefulness of [54]. The perceived security of transaction and payment, and
mobile smartphones [53]. In addition to mistrust, m- even user satisfaction, may be affected [55]. The service
commerce faces problems regarding mobile smartphones quality of m-commerce affects user loyalty and the perceived
with low-resolution display screens, limited keyboard ease-of-use, which subsequently affect user satisfaction [40].
functions, less memory space, short battery service time, Cultural differences exert significant effects on the adoption
incompatibility with operating systems, and unstable of m-commerce [41], and promoting service quality
connection. These features negatively affect user satisfaction. according to the consumption habits of users with different
Users’ searches for their desired products are limited by cultural backgrounds is necessary. Perceived risks directly
the screen sizes of their mobile devices [1]. Extrinsic mobile affect user behavioral intentions to adopt m-commerce. Costs
device performance—simultaneity, speed, and search are also an important indicator in evaluating user adoption of
ability—as well as intrinsic mobile device performance— m-commerce [56]. Web designers, service providers, vendors,
portability and interface design—exert positive effects on the and application developers must carefully consider user
perceived ease-of-use and convenience of m-commerce, demands, provide better services, and enhance user
which, in turn, affect user satisfaction [35]. The compliance satisfaction [57]. Aside from the aforementioned factors,
of mobile intelligent terminals to the design along with offline distribution services, product price, online consulting
design aesthetics majorly influence the perceived usefulness, services, and other variables affect user satisfaction. Thus, the
ease-of-use, and shopping pleasure, finally affecting user following hypothesis is proposed:
loyalty to m-commerce [22, 39]. Thus, the following H3. The service quality of m-commerce may significantly
hypothesis is proposed: affect user satisfaction.

Figure 1. User satisfaction structure model of M-commerce

to judge their own experience in mobile reading, mobile

IV.METHODOLOGY social networking, mobile location, mobile shopping, and
A. Sampling and data collection mobile payment. To conform to the purpose of the present
study, these m-commerce apps are selected because of their
The present study adopts questionnaires, with a plurality growing popularity. The collected questionnaires are
of indicators for measuring every factor. These indicators are screened, and those with excessive missing contents are ruled
inspired by related literature. To improve the validity of out. Five hundred copies of questionnaires are distributed, but
measurement contents, we test the measurement on 50 users only 428 effective questionnaires are collected.
experienced in m-commerce before formal data collection.
On the basis of their comments, parts of the questionnaires are
corrected to enhance readability and intelligibility. Indicators V.VARIABLE MEASUREMENT
are measured by Likert scale.
Respondents are university students. M-commerce and A. Independent variables
apps such as location services, mobile games, mobile Variables in the present study are based on previous
payment, mobile learning, and mobile shopping are popular literature (Table I), and they are used for prediction. They also
among the youth, especially among college students who are comprise variables that researchers chose according to their
the main user group of m-commerce. Thus, choosing college relationship with dependent variables. Combining the roles of
students as respondents is rational. Questionnaires are m-commerce ecosystem participants, and after consulting
distributed via online survey platforms. They require students experts and scholars, three arguments, namely, m-commerce

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app performance, mobile device performance, and service neutral, “4” is disagree, and “5” is strongly disagree). Nine
quality, are determined. Each independent variable is representative questions are sourced from the previous
designed to measure three questions whose contents are in literature to measure the three variables. Table I presents these
conformity. A five-point Likert scale is adopted for factors and the sources of the questions.
measurement (“1” is strongly agree, “2” is agree, “3” is
The demographic information of respondents is shown in
Table II. Among the users, 69.63% are younger than 20 years
B. Dependent variable old. M-commerce users are younger that non-m-commerce
The dependent variable is user satisfaction. The users; 69.39% of them have college diplomas, which is
independent variables are the predicted variables that indicative of having a high educational level. Among the
researchers use to observe their effect on the dependent respondents, 76.17% of them use mobile phones for m-
variable. Three questions are sorted from the preliminary commerce. The portability and Internet accessibility of
research results to measure the dependent variable. User mobile devices have major influences on the user adoption of
satisfaction is measured by a five-point Likert scale ((“1” is m-commerce. Of the respondents, 50.47% use m-commerce
strongly agree, “2” is agree, “3” is neutral, “4” is disagree, 20 to 30 times per month, indicating that m-commerce has
and “5” is strongly disagree). become an important tool in their daily life; 44.16% of them
consider accessibility as a key factor attracting them to m-
VI.DATA ANALYSIS commerce. Among the users, 42.29% are fond of the
A. Profile of respondents convenience and quickness of m-commerce, and 13.55%
think that the individualized services of m-commerce are
Among the respondents, 48.6% are male, and the rest is attractive.
female, reflecting the uniform distribution of respondents.

TABLE II. DEMOGRAPHIC PROFILE OF THE RESPONDENTS

Variables Frequency Percent (%)

Gender Male 208 48.6
Female 220 51.4
Age ≤20 298 69.63
21-25 76 17.76
26-30 42 9.81
≥31 12 2.8
Education Level High school or below 36 8.41
College 297 69.39
Undergraduate 89 20.79
Master or above 6 1.4
Wireless Handheld Cell Phone 326 76.17
Equipment Type Laptop 81 18.93
iPad 21 4.91
Frequency of using 20-30 times a month 216 50.47
M-commerce 10-19 times a month 99 23.13
1-9 times a month 113 26.4
Advantage of Anytime and anywhere 189 44.16
M-commerce Convenient and quick 181 42.29
Personalized service 58 13.55

questionnaires is acceptable and consistent with the relevant

requirements [58].
B. Scale reliability and factors analysis Factor analysis aims to extract a small amount of
SPSS 22.0 is used to check the reliability of questionnaires. representative independent variables from the originally
Cronbach a is adopted to check the consistency of numerous variables under the condition that the variables are
questionnaires. After checking, the reliability coefficient of strongly associated. During factor analysis, a correlation
questionnaires is a=0.91, and the reliability of every latent analysis must be conducted on the original variables. The
variable is greater than 0.9. Thus, the reliability of Kaiser–Meyer–Olkin (KMO) measure can determine whether
the original variables provided using SPSS software are

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suitable for factor analysis. In this study, SPSS 22.0 is used Factor 2 (mobile device performance), Factor 3 (service
for the Bartlett and KMO test. The results of the 12 indicators quality), and Factor 4 (user satisfaction). The eigenvalue of
in the Bartlett’s test (x2=2506.539; p-value<0.001) partially m-commerce app performance, mobile device performance,
overlapped, and factor analysis is necessary. The KMO test is service quality, and user satisfaction is 4.801, 3.989, 4.183,
mainly designed to observe the partial correlation between the and 1.748, respectively. The characteristic value of every
variables. The closer to 1 the statistics of the KMO test, the factor is greater than 1, indicating that the number of variables
stronger the correlation between the variables and the better that every factor explains is greater than one. Four common
the effect of factor analysis. In the present study, KMO=0.923; factors are extracted from the 12 indicators. The cumulative
the statistics is close to 1, and the data are suitable for factor percentage of variance explained by four factors is 71.913%,
analysis. which implies that more than 72% of the common variance
Table III shows that the 12 indicators can be summarized shared by the 12 items can be explained by these four factors.
as four factors: Factor 1 (m-commerce app performance), Construct validity is established.

TABLE III. FACTOR ANALYSIS

Variable Scale Factor a Percentage Eigen values

Items loading of variance
M-commerce App MAP1 0.613 0.635 50.534 4.801
Performance
MAP2 0.671
MAP3 0.571
Mobile Device MDP1 0.807 0.821 59.836 3.989
Performance
MDP2 0.758
MDP3 0.765
Service Quality SQ1 0.762 0.818 66.789 4.183
SQ2 0.721
SQ3 0.834
User Satisfaction US1 0.691 0.759 71.913 1.748
US2 0.751
US3 0.703

C.Correlation analysis
Correlation analysis is a statistical method for the Pearson’s correlation coefficient isgreater than 0.65,
correlation between random variables. It explores whether the indicating an extremely high degree of correlation. The
objects investigated are correlated as well as the trend and correlation coefficient between m-commerce app
degree of correlation between phenomena with mutual performance and user satisfaction is 0.728, which is greater
dependence relations. In this study, Pearson’s correlation than that between mobile device performance (or service
coefficient is adopted to study the variables (r=0: uncorrelated, quality) and user satisfaction. The above results explain that
r>0: positive correlated, and r<0: negatively correlated). The certain relationships exist between the independent and
greater the absolute value of r, the higher the degree of dependent variables. However, the degree of relationship
correlation. The correlation analysis results of the four factors between every independent and dependent variable should be
are shown in Table IV. M-commerce app performance, further tested through regression analysis.
mobile device performance, service quality, and user
satisfaction are all appreciably associated. The value of

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TABLE IV. PEARSON CORRELATION COEFFICIENT

User M-commerce Mobile Service

satisfacti App device quality
on performance performance
User satisfaction 1 0.728** 0.664** 0.676**
M-commerce App performance 0.728** 1 0.606** 0.672**
Mobile device performance 0.664** 0.606** 1 0.591**
Service quality 0.676** 0.672** 0.591** 1
Note: **Correlation significant at the level 0.01 (two-tailed)

D.Multiple regression analysis value of every variable is less than 5, which indicates the
Multivariate regression analysis is an analytical method absence of collinearity.
used to measure the relationship between variables. It deepens The regression coefficient for m-commerce app
the understanding of the qualitative analysis, obtaining the performance is 0.391, with a significance level of 0.000 (less
quantitative dependence between various factors and further than 0.001), indicating that the regression coefficient is
revealing the inherent laws for the factors. The multivariate significant. Thus, m-commerce app performance positively
regression analysis results in this study are provided in Table affects user satisfaction. The value for mobile device
V. Durbin–Watson (DW) statistic is used to test performance is 0.281, with the significance level of 0.000
autocorrelation. As a rule of thumb, a DW statistic must range (less than 0.001), which indicates a significant regression
from 1.5 to 2.5 [59]. The DW value in the present study is coefficient is significant. Thus, mobile device performance
1.814 and is close to 2 without autocorrelation phenomena. positively affects user satisfaction. The value for service
In multivariate regression analysis, checking whether the quality is 0.247, with a significance level of 0.000 (less than
model has any multicollinearity is necessary. Many methods 0.001), which indicates that the regression coefficient is
can test for multicollinearity. A commonly used method is the significant. Thus, service quality positively affects user
variance inflation factor (VIF) proposed by [60]. Normally, satisfaction. M-commerce app performance, mobile device
when VIF≥5 or VIF≥10, serious collinearity exists between performance, and service quality positively affect user
variables. The greater the VIF value, the higher the satisfaction, and H1, H2, and H3 are valid.
collinearity between variables. In the present study, the VIF
TABLE V. MULTIPLE REGRESSION ANALYSIS

Predictor variable β t- Sig Tolerance VIF

value
M-commerce App 0.391 9.293 0.000 0.481 2.079
performance
Mobile device performance 0.281 7.291 0.000 0.572 1.750
Service quality 0.247 5.966 0.000 0.495 2.020
Notes: Overall model F=250.136; p<0.001; R2 =0.639; adjusted R2 =0.636; Durbin-Watson
test=1.814

VII.DISCUSSION AND CONCLUSION balance between interaction design and ease of operation.
They focus on introducing popular elements to attract young
M-commerce app performance exerts positive effects on users, further optimizing performances of m-commerce apps,
user satisfaction. The literature states that m-commerce app reducing unnecessary links related to user personal
performance influences user satisfaction [42, 43]. The present information, strengthening privacy protection, and enhancing
study further supports these conclusions and proves that m- user satisfaction.
commerce app performance positively affects user Mobile device performance positively affects user
satisfaction. Studies have shown that the displayed contents satisfaction. The conclusions are consistent with those of
of mobile apps are limited by the screen sizes of mobile previous studies [22, 35, 39]. The portability of mobile
devices. Apps with aesthetic design [22], convenient devices is a key factor attracting user adoption of m-
navigation, and rich contents are attractive, increasing user commerce. The information/data processing speeds of mobile
intention-to-use. M-commerce apps require improved devices contribute greatly to user satisfaction. The screen

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sizes of mobile devices considerably affect the content and timely distribution and delivery services for physical
display of m-commerce. Mobile devices with larger screens goods, and enhance user satisfaction.
can enhance user satisfaction toward m-commerce. To enhance the user satisfaction, all participants of the m-
Considering user demands, mobile device manufacturers commerce ecosystem should strengthen cooperation,
should design ergonomic mobile devices [35], cooperate with objectively analyze user consumption behavior, optimize the
m-commerce app developers, design individualized mobile structural layout and navigation design of m-commerce
intelligent terminals, and enhance user satisfaction. website, simplify user operations, and enhance user
The service quality of m-commerce positively affects user satisfaction app performance. They should improve user
satisfaction. This finding is similar to the those of previous experience, improve the performance and design of mobile
studies [40, 57]. M-commerce users should provide timely devices, and increase user satisfaction with mobile device
feedback and difficulties and enhance user satisfaction. M- performance. They must increase the speed and efficiency of
commerce participants should resolve problems and user feedback, improve user satisfaction with the service
difficulties for users in a timely fashion through mobile social quality of m-commerce, provide full playing opportunities to
networking media, e-mail, and other channels, enhance the the roles of participants of the m-commerce ecosystem, and
efficiency of logistics and distribution services, provide users enhance user satisfaction toward m-commerce.
with high-quality and real-time logistic information services

VIII.LIMITATION AND FUTURE STUDIES

Mobile communication technologies, smartphones, and the development of m-commerce is unbalanced at national
other mobile terminals have laid a solid foundation for the level. The factors influencing user satisfaction also differ. At
development of m-commerce. With the increasing number of present, studies related to user satisfaction are mainly
mobile terminal users and technological changes in m- concentrated on economically developed countries where
commerce, various innovative e-commerce services have mobile Internet access is extremely popular, such as Europe,
been introduced. At present, the applications of m-commerce America, Korea, Japan, and Taiwan. By contrast, few studies
have covered all aspects of entertainment, finance, trade, have been conducted in underdeveloped countries with low
management, marketing, tourism, education, and daily life. popularity of mobile Internet. User satisfaction should be
Therefore, while paying attention to mobile information further studied from national and regional perspectives.
services, mobile payment, and mobile shopping, factors An empirical study on the factors influencing user
influencing user satisfaction toward novel m-commerce satisfaction is conducted from a micro-level perspective.
services should be comprehensively investigated. Despite the several research conclusions provided in this
In terms of the selection of factors affecting user study, respondents are limited to college students. Although
satisfaction, most studies start from perceived usefulness, the current users of m-commerce are mainly young users,
perceived ease-of-use, and security. This study focuses only users who come from other places with different living habits
on several aspects of these three factors, without and income are overlooked. In future studies, the scope of
comprehensively considering perspectives from individual, investigation must be widened to include different user
organizational, and national levels. Enhancing user groups. Comparative studies on users with different cultural
satisfaction requires system engineering. The influencing backgrounds may also be conducted.
factors not only cover the microscopic level but also
organizational, industrial, and macro-levels. Studying the ACKNOWLEDGMENT
factors influencing the adoption of m-commerce only from This study was supported by the China Scholarship
social psychology and common user perspectives is one-sided. Council (201408420159) and Humanities and Social Science
Establishing a new theoretical framework that considers all research project in Hubei province department of education
influencing factors at individual, organizational, and national (13g587 and 114Z073).
levels is necessary.
Given the varying economic development, information
infrastructure, laws and regulations, and culture of countries,

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