Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia

The Covid-19 pandemic, which causes social distancing, has an impact on a surge of buying and selling through mobile commerce. On the other hand, customers are at the risk of online service failure in m-commerce. This research tested the quality model of m-commerce service that integrates the justic...

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Autores principales:	Anwar Saiful, Mochlasin Mochlasin, Puspita Rosana Eri, Annisa Arna Asna, Rofiuddin Mohammad, Nabila Rifda
Formato:	article
Lenguaje:	EN FR
Publicado:	EDP Sciences 2021
Materias:	Environmental sciences GE1-350
Acceso en línea:	https://doaj.org/article/ff31820cdca64d448021a3a32f599631
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spelling	oai:doaj.org-article:ff31820cdca64d448021a3a32f5996312021-11-08T15:19:51ZLoyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia2267-124210.1051/e3sconf/202131705018https://doaj.org/article/ff31820cdca64d448021a3a32f5996312021-01-01T00:00:00Zhttps://www.e3s-conferences.org/articles/e3sconf/pdf/2021/93/e3sconf_icenis2021_05018.pdfhttps://doaj.org/toc/2267-1242The Covid-19 pandemic, which causes social distancing, has an impact on a surge of buying and selling through mobile commerce. On the other hand, customers are at the risk of online service failure in m-commerce. This research tested the quality model of m-commerce service that integrates the justice variable from the Islamic perspective on Muslim women's loyalty and word of mouth with satisfaction as the mediating variable and personal innovation and customer expertise as the moderating variables. This research is survey research involving 323 Muslim women who use the C2C m-commerce platform services in Indonesia. Data analysis is presented in Structural Equation Modeling. The result shows that distributive justice, procedural justice, visual appeal, ease of use, and security influenced satisfaction, while information quality, load speed, and interactional justice did not affect satisfaction. This research proves that the principle of justice in buying and selling process for Muslim women exists in the m-commerce service so that it plays a positive role in satisfaction which has an impact on the loyalty and word of mouth of Muslim women. This research contributes to providing theoretical background as a service standard for m-commerce platforms that are user-friendly for Muslim women.Anwar SaifulMochlasin MochlasinPuspita Rosana EriAnnisa Arna AsnaRofiuddin MohammadNabila RifdaEDP SciencesarticleEnvironmental sciencesGE1-350ENFRE3S Web of Conferences, Vol 317, p 05018 (2021)
institution	DOAJ
collection	DOAJ
language	EN FR
topic	Environmental sciences GE1-350
spellingShingle	Environmental sciences GE1-350 Anwar Saiful Mochlasin Mochlasin Puspita Rosana Eri Annisa Arna Asna Rofiuddin Mohammad Nabila Rifda Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia
description	The Covid-19 pandemic, which causes social distancing, has an impact on a surge of buying and selling through mobile commerce. On the other hand, customers are at the risk of online service failure in m-commerce. This research tested the quality model of m-commerce service that integrates the justice variable from the Islamic perspective on Muslim women's loyalty and word of mouth with satisfaction as the mediating variable and personal innovation and customer expertise as the moderating variables. This research is survey research involving 323 Muslim women who use the C2C m-commerce platform services in Indonesia. Data analysis is presented in Structural Equation Modeling. The result shows that distributive justice, procedural justice, visual appeal, ease of use, and security influenced satisfaction, while information quality, load speed, and interactional justice did not affect satisfaction. This research proves that the principle of justice in buying and selling process for Muslim women exists in the m-commerce service so that it plays a positive role in satisfaction which has an impact on the loyalty and word of mouth of Muslim women. This research contributes to providing theoretical background as a service standard for m-commerce platforms that are user-friendly for Muslim women.
format	article
author	Anwar Saiful Mochlasin Mochlasin Puspita Rosana Eri Annisa Arna Asna Rofiuddin Mohammad Nabila Rifda
author_facet	Anwar Saiful Mochlasin Mochlasin Puspita Rosana Eri Annisa Arna Asna Rofiuddin Mohammad Nabila Rifda
author_sort	Anwar Saiful
title	Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia
title_short	Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia
title_full	Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia
title_fullStr	Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia
title_full_unstemmed	Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia
title_sort	loyalty and word of mouth of muslim women who use mobile commerce in indonesia
publisher	EDP Sciences
publishDate	2021
url	https://doaj.org/article/ff31820cdca64d448021a3a32f599631
work_keys_str_mv	AT anwarsaiful loyaltyandwordofmouthofmuslimwomenwhousemobilecommerceinindonesia AT mochlasinmochlasin loyaltyandwordofmouthofmuslimwomenwhousemobilecommerceinindonesia AT puspitarosanaeri loyaltyandwordofmouthofmuslimwomenwhousemobilecommerceinindonesia AT annisaarnaasna loyaltyandwordofmouthofmuslimwomenwhousemobilecommerceinindonesia AT rofiuddinmohammad loyaltyandwordofmouthofmuslimwomenwhousemobilecommerceinindonesia AT nabilarifda loyaltyandwordofmouthofmuslimwomenwhousemobilecommerceinindonesia
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Loyalty and Word of Mouth of Muslim Women who Use Mobile Commerce in Indonesia

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