The conceptualization and measurement of m-commerce user satisfaction

Many of the instruments for measuring user-perceived system quality and user information satisfaction were developed in the context of mainframe, PC and wire-based technologies of a bygone era. With the proliferation of wireless technologies, users are increasingly interfacing and interacting with mobile commerce (m-commerce) systems. It is therefore important to develop new instruments and scales, which are directly targeted for these new interfaces and applications. User satisfaction is commonly acknowledged as one of the useful proxy measures of system success. This study addresses the concern for an effective m-commerce system design by means of the conceptualization and measurement of an m-commerce user satisfaction (MCUS) construct. In this article, we introduce and define this construct of MCUS, provide empirical validation of the construct and its underlying dimensionality, develop a standardized instrument with desirable psychometric properties for measuring MCUS, and explore the measure's theoretical and practical application. This empirically validated instrument will be useful to researchers in developing and testing m-commerce systems theories, as well as to organizations in designing better-accepted m-commerce systems. (c) 2004 Elsevier Ltd. All rights reserved.