Identification of social commerce service quality (SCSQ) dimensions for Malaysian modest fashion industry

Hanafi, Nurul Izzati and Islam, Rafikul and Maulan, Suharni (2023) Identification of social commerce service quality (SCSQ) dimensions for Malaysian modest fashion industry. Global Business Management Review, 15 (2). pp. 34-59. E-ISSN 2180-2416

PDF (Article) - Published Version Restricted to Registered users only Download (628kB) | Request a copy

Abstract

The purpose of this study is to identify emerging themes in the Social Commerce Service Quality (SCSQ) that are appropriate for the Malaysian modest fashion industry to improve the online shopping experience for Malaysian consumers. This qualitative research applied semi-structured online interviews that include nine respondents from Malaysian modest fashion sellers, direct and indirect distributors, and buyers. Thematic analysis was used to analyze the participants' responses in determining and identifying the SCSQ dimensions. Eight themes are identified which are Social Interaction Quality, Functional Quality, Design Quality, Information Quality, Privacy and Security, Responsiveness, Personalization, and Communication Quality. Notably, Personalization and Communication Quality are two newly discovered in the Malaysian modest fashion industry context. The results offer helpful guidance for Malaysian modest fashion businesses to allocate their resources prudently.

Item Type:	Article (Journal)
Uncontrolled Keywords:	Malaysian modest fashion industry, Social Commerce Service Quality, social commerce, social media, 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:	15 Jan 2024 10:49
Last Modified:	15 Jan 2024 10:50
URI:	http://irep.iium.edu.my/id/eprint/110073

Actions (login required)

View Item