Identification of Social Commerce Service Quality (SCSQ) dimensions for Malaysian modest fashion industry

Identification of Social Commerce Service Quality (SCSQ) dimensions for Malaysian modest fashion industry

Authors

  • Izzati Hanafi Department of Business Administration, International Islamic University Malaysia
  • Rafikul Islam Department of Business Administration, International Islamic University Malaysia
  • Suharni Maulan Department of Business Administration, International Islamic University Malaysia

Keywords:

Malaysian modest fashion industry, Social Commerce Service Quality, social commerce, social media, e-service quality

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.

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Published

31-12-2023

How to Cite

Hanafi, I., Islam, R., & Maulan, S. (2023). Identification of Social Commerce Service Quality (SCSQ) dimensions for Malaysian modest fashion industry. Global Business Management Review (GBMR), 15(2), 34–59. Retrieved from https://e-journal.uum.edu.my/index.php/gbmr/article/view/22001

Issue

Vol. 15 No. 2 (2023): Global Business Management Review

Section

Articles in Journal

License

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

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