IIUM Repository

The antecedents of social commerce service quality dimensions: a systematic review

Hanafi, Nurul Izzati and Islam, Rafikul and Maulan, Suharni (2024) The antecedents of social commerce service quality dimensions: a systematic review. Journal of Islamic Management Studies, 7 (1). pp. 36-69. E-ISSN 2600-7126

[img] PDF - Published Version
Restricted to Registered users only

Download (1MB) | Request a copy


The purpose of this paper is to provide a comprehensive review of Social Commerce Service Quality (SCSQ) and its dimensions. The authors conducted a systematic review of the extant literature on e-commerce, social commerce, service quality and e-service quality to identify the dimensions of Social Commerce Service Quality. Nine dimensions were identified, of which social interaction has been mentioned the most in the past literature, implying that it is an essential dimension for both e-service quality and social commerce platforms. Due to the virtual nature of online shopping, information quality and functional quality are the second and third most frequently mentioned dimensions for mitigating the disadvantages of online shopping. Other dimensions are privacy/security, responsiveness, design quality, reliability, personalisation, and social support. With that, this study presents an integrated model, which provides selected dimensions for researchers to further examine the SCSQ.

Item Type: Article (Journal)
Uncontrolled Keywords: Social Commerce Service Quality; Social Commerce; e-Service Quality
Subjects: H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button): Kulliyyah of Economics and Management Sciences > Department of Business Administration
Kulliyyah of Economics and Management Sciences
Depositing User: Rafikul Islam
Date Deposited: 04 Oct 2023 09:17
Last Modified: 04 Oct 2023 09:17
URI: http://irep.iium.edu.my/id/eprint/107255

Actions (login required)

View Item View Item


Downloads per month over past year