Evaluating Service Quality Dimensions in Social Commerce: A Semi-Systematic Literature Review

Main Article Content

Bukky Suwarno
Wawan Dhewanto
Prawira Fajarindra Belgiawan


Service Quality, Social Commerce, Dimensionality


The widespread adoption of social media platforms has significantly transformed consumer behavior and business practices. This paper attempts to provide a detailed overview of extant research on service quality in social commerce, shedding light on the dimensions that influence customer satisfaction and engagement. By examining 26 research articles, this study identifies common dimensions of service quality and highlights gaps in the current studies, offering recommendations for future research. The findings of this review highlight responsiveness, security/privacy, reliability, and communication as the most frequent dimensions of service quality in social commerce. The outcomes of this study lead to the development of new service quality models in social commerce and provide valuable insights for both scholars and practitioners.


Download data is not yet available.
Abstract 410 | pdf Downloads 175


ACCC. (2020). Online Shopping Scams. Retrieved from https://www.scamwatch.gov.au/types-of-scams/buying-or-selling/online-shopping-scams?date=2020
Ahmad, W., & Zhang, Q. (2020). Green purchase intention: Effects of electronic service quality and customer green psychology. Journal of Cleaner Production, 267. doi: 10.1016/j.jclepro.2020.122053
Al-Adwan, A. (2018). Novel research framework for social commerce purchase intentions. Journal of Theoretical and Applied Information Technology, 96, 4390–4404.
Al-Adwan, A. (2019). Revealing the Influential Factors Driving Social Commerce Adoption. Interdisciplinary Journal of Information, 14, 295–324. doi: 10.28945/4438
Al-Adwan, A., & Kokash, H. (2019). The Driving Forces of Facebook Social Commerce. Journal of Theoretical and Applied Electronic Commerce Research, 14, 15–32. doi: 10.4067/S0718-18762019000200103
Al-Adwan, A. S., & Yaseen, H. (2023). Solving the product uncertainty hurdle in social commerce: The mediating role of seller uncertainty. International Journal of Information Management Data Insights, 3(1), 100169. doi: 10.1016/j.jjimei.2023.100169
Al-Omoush, K. S., Ancillo, A. de L., & Gavrila, S. G. (2022). The role of cultural values in social commerce adoption in the Arab world: An empirical study. Technological Forecasting and Social Change, 176, 121440. doi: 10.1016/j.techfore.2021.121440
Albanna, H., Alalwan, A. A., & Al-Emran, M. (2022). An integrated model for using social media applications in non-profit organizations. International Journal of Information Management, 63, 102452. doi: 10.1016/j.ijinfomgt.2021.102452
Alkhalifah, A. (2021). Exploring Trust Formation and Antecedents in Social Commerce. Frontiers in Psychology, 12, 789863. doi: 10.3389/fpsyg.2021.789863
Alshibly, H. (2015). Customer Perceived Value in Social Commerce: An Exploration of Its Antecedents and Consequences. Journal of Management Research, 7, 17–37. doi: 10.5296/jmr.v7i1.6800
Andijani, A., & Kang, K. (2022). Social Commerce Acceptance after Post COVID-19 Pandemic in Saudi Women Customers: A Multi-Group Analysis of Customer Age. Sustainability, 14, 10213. doi: 10.3390/su141610213
Bhattacharyya, S., & Bose, I. (2020). S-commerce: Influence of Facebook likes on purchases and recommendations on a linked e-commerce site. Decision Support Systems, 138, 113383. doi: 10.1016/j.dss.2020.113383
Braojos, J., Benitez, J., & Llorens, J. (2019). How do social commerce-IT capabilities influence firm performance? Theory and empirical evidence. Information & Management, 56(2), 155–171. doi: 10.1016/j.im.2018.04.006
Brusch, I., Schwarz, B., & Schmitt, R. (2019). David versus Goliath - Service quality factors for niche providers in online retailing. Journal of Retailing and Consumer Services, 50(April), 266–276. doi: 10.1016/j.jretconser.2019.05.008
Bugshan, H., & Attar, R. W. (2020). Social commerce information sharing and their impact on consumers. Technological Forecasting and Social Change, 153, 119875. doi: 10.1016/j.techfore.2019.119875
Bürklin, N., Henninger, C. E., & Boardman, R. (2019). The Historical Development of Social Commerce: Consumer Behaviour in Online Environments. In Social Commerce: Consumer Behaviour in Online Environments (pp. 1–16). doi: 10.1007/978-3-030-03617-1_1
Büyüközkan, G., Havle, C. A., & Feyzioğlu, O. (2020). A new digital service quality model and its strategic analysis in aviation industry using interval-valued intuitionistic fuzzy AHP. Journal of Air Transport Management, 86(September 2019). doi: 10.1016/j.jairtraman.2020.101817
Camilleri, M. A. (2018). The SMEs’ Technology Acceptance of Digital Media for Stakeholder Engagement. Journal of Small Business and Enterprise Development, 26. doi: 10.1108/JSBED-02-2018-0042
Caraka, R. E., Lee, Y., Chen, R. C., Toharudin, T., Gio, P. U., Kurniawan, R., & Pardamean, B. (2021). Cluster Around Latent Variable for Vulnerability Towards Natural Hazards, Non-Natural Hazards, Social Hazards in West Papua. IEEE Access, 9, 1972–1986. doi: 10.1109/ACCESS.2020.3038883
Celiker, O., Ozen, U., & Bolen, M. C. (2022). Understanding Consumers’ Switching Intention from E-Commerce to Social Commerce: A Mixed Methods Study. SSRN Electronic Journal. doi: 10.2139/ssrn.4226147
Chatterjee, S., & Kumar Kar, A. (2020). Why do small and medium enterprises use social media marketing and what is the impact: Empirical insights from India. International Journal of Information Management, 53(February), 102103. doi: 10.1016/j.ijinfomgt.2020.102103
Chen, X., & Qasim, H. (2021). Does E-Brand experience matter in the consumer market? Explaining the impact of social media marketing activities on consumer-based brand equity and love. Journal of Consumer Behaviour, 20(5), 1065–1077. doi: 10.1002/cb.1915
Cheng, X., Fu, S., & de Vreede, G.-J. (2018). A mixed method investigation of sharing economy driven car-hailing services: Online and offline perspectives. International Journal of Information Management, 41, 57–64. doi: 10.1016/j.ijinfomgt.2018.03.005
Chiang, I.-P., Lin, K., Huang, C., & Yang, W.-L. (2019). Influence Factors of People Purchasing on Social Commerce Sites. Contemporary Management Research, 15, 69–87. doi: 10.7903/cmr.18575
Choi, S. B., & Kim, J. M. (2018). A comparative analysis of electronic service quality in the online open market and social commerce: the case of Korean young adults. Service Business, 12(2), 403–433. doi: 10.1007/s11628-017-0352-7
Chrimes, C., Boardman, R., & Henninger, C. (2019). The Challenges and Future Opportunities of Social Commerce: Consumer Behaviour in Online Environments. In Social Commerce: Consumer Behaviour in Online Environments (pp. 255–272). doi: 10.1007/978-3-030-03617-1_14
Connelly, L. M. (2020). Inclusion and Exclusion Criteria. Medsurg Nursing, 29(2), 125. Retrieved from https://www.proquest.com/scholarly-journals/inclusion-exclusion-criteria/docview/2388933304/se-2?accountid=31562
Cooper, C., Booth, A., Varley-Campbell, J., Britten, N., & Garside, R. (2018). Defining the process to literature searching in systematic reviews: a literature review of guidance and supporting studies. BMC Medical Research Methodology, 18(1), 85. https://doi.org/10.1186/s12874-018-0545-3
Corral de Zubielqui, G., Fryges, H., & Jones, J. (2019). Social media, open innovation & HRM: Implications for performance. Technological Forecasting and Social Change, 144, 334–347. doi: 10.1016/j.techfore.2017.07.014
Creswell, J. W. (2014). Research design : qualitative, quantitative, and mixed methods approaches. In TA - TT - (4th ed). SAGE Publications. Retrieved from https://worldcat.org/title/815758208
Creswell, J. W., & Creswell, J. D. (2018). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches. SAGE Publications. Retrieved from https://books.google.co.id/books?id=s4ViswEACAAJ
Cristobal-Fransi, E., Hernández-Soriano, F., Ferrer-Rosell, B., & Daries, N. (2019). Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective. Sustainability, 11(13), 3690. doi: 10.3390/su11133690
Dai, Y. (Nancy), Viken, G., Joo, E., & Bente, G. (2018). Risk assessment in e-commerce: How sellers’ photos, reputation scores, and the stake of a transaction influence buyers’ purchase behavior and information processing. In Computers in Human Behavior (Vol. 84, pp. 342–351). doi: 10.1016/j.chb.2018.02.038
Darawong, C., & Sandmaung, M. (2019). Service quality enhancing student satisfaction in international programs of higher education institutions: a local student perspective. Journal of Marketing for Higher Education, 29, 268–283. doi: 10.1080/08841241.2019.1647483
Darsono, S., Wong, W.-K., Ha, N., Jati Hafsah, & Dewanti, D. (2021). Cultural Dimensions and Sustainable Stock Exchanges Returns in the Asian Region. Journal of Accounting and Investment, 22. doi: 10.18196/jai.v22i1.9965
Dwivedi, Y. K., Ismagilova, E., Hughes, D. L., Carlson, J., Filieri, R., Jacobson, J., Jain, V., Karjaluoto, H., Kefi, H., Krishen, A. S., Kumar, V., Rahman, M. M., Raman, R., Rauschnabel, P. A., Rowley, J., Salo, J., Tran, G. A., & Wang, Y. (2021). Setting the future of digital and social media marketing research: Perspectives and research propositions. International Journal of Information Management, 59, 102168. doi: 10.1016/j.ijinfomgt.2020.102168
ELBadrawy, R., Elkheshin, S., & ELEssawy, N. (2020). Assess the Effect of Service Quality on Customer Satisfaction in Facebook Social Commerce in Egypt. International Journal of Managing Information Technology, 12, 9–24. doi: 10.5121/ijmit.2020.12302
Ellahi, A., & Bokhari, R. H. (2013). Key quality factors affecting users’ perception of social networking websites. Journal of Retailing and Consumer Services, 20(1), 120–129. doi: 10.1016/j.jretconser.2012.10.013
endara, yousef, Asbi, B. A., & Yajid, M. (2018). The influence of culture on service quality leading to customer satisfaction and moderation role of type of bank. Journal of Islamic Accounting and Business Research, 10, 0. doi: 10.1108/JIABR-12-2015-0060
Erdogmus, I., Dirsehan, T., & Karakaya, M. (2017). Determining Service Quality Dimensions Of Social Commerce Websites. doi: 10.15405/epsbs.2017.12.02.10
Esmaeili, L., & Hashemi G., S. A. (2019). A systematic review on social commerce. Journal of Strategic Marketing, 27(4), 317–355. doi: 10.1080/0965254X.2017.1408672
Furrer, O., Liu, B. S.-C., & Sudharshan, D. (2000). The Relationships between Culture and Service Quality Perceptions: Basis for Cross-Cultural Market Segmentation and Resource Allocation. Journal of Service Research, 2(4), 355–371. doi: 10.1177/109467050024004
Geebren, A., Jabbar, A., & Luo, M. (2020). Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services. Computers in Human Behavior, 114. doi: 10.1016/j.chb.2020.106584
Gibreel, O., AlOtaibi, D. A., & Altmann, J. (2018). Social commerce development in emerging markets. Electronic Commerce Research and Applications, 27, 152–162. doi: 10.1016/j.elerap.2017.12.008
Grange, C., Benbasat, I., & Burton-Jones, A. (2020). A network-based conceptualization of social commerce and social commerce value. Computers in Human Behavior, 108, 105855. doi: 10.1016/j.chb.2018.12.033
Gvili, Y., & Levy, S. (2021). Consumer engagement in sharing brand-related information on social commerce: the roles of culture and experience. Journal of Marketing Communications, 27(1), 53–68. doi: 10.1080/13527266.2019.1633552
Hajli, N. (2020). The impact of positive valence and negative valence on social commerce purchase intention. Information Technology & People, 33(2), 774–791. doi: 10.1108/ITP-02-2018-0099
Han, H., Xu, H., & Chen, H. (2018). Social commerce: A systematic review and data synthesis. Electronic Commerce Research and Applications, 30, 38–50. doi: 10.1016/j.elerap.2018.05.005
Han, J., Zuo, Y., Law, R., Chen, S., & Zhang, M. (2021). Service Quality in Tourism Public Health: Trust, Satisfaction, and Loyalty. Frontiers in Psychology, 12. doi: 10.3389/fpsyg.2021.731279
Han, M. C. (2023). Checkout button and online consumer impulse-buying behavior in social commerce: A trust transfer perspective. Journal of Retailing and Consumer Services, 74, 103431. doi: 10.1016/j.jretconser.2023.103431
Handarkho, Y. D. (2021). Social experience vs. social technology in enhancing the intention to use social commerce: a case study of Indonesia. Journal of Enterprise Information Management, 34(3), 860–883. doi: 10.1108/JEIM-01-2020-0013
Hartwig, K., & Billert, M. (2018). Measuring Service Quality: A Systematic Literature Review.
He, W., Tian, X., Hung, A., Akula, V., & Zhang, W. (2018). Measuring and comparing service quality metrics through social media analytics: a case study. Information Systems and E-Business Management, 16(3), 579–600. doi: 10.1007/s10257-017-0360-0
Himawan, K. K., Helmi, J., & Fanggidae, J. P. (2022). The sociocultural barriers of work-from-home arrangement due to COVID-19 pandemic in Asia: Implications and future implementation. Knowledge and Process Management, 29(2), 185–193. doi: 10.1002/kpm.1708
Hofstede, G., & Minkov, M. (2010). Long- versus short-term orientation: New perspectives. Asia Pacific Business Review, 16, 493–504. doi: 10.1080/13602381003637609
Hofstede Insights. (2021). COUNTRY COMPARISON TOOL. Retrieved from https://www.hofstede-insights.com/country-comparison-tool
Hossain, M. A., Jahan, N., Fang, Y., Hoque, S., & Hossain, M. S. (2019). Nexus of Electronic Word-Of-Mouth to Social Networking Sites: A Sustainable Chatter of New Digital Social Media. Sustainability, 11(3), 759. doi: 10.3390/su11030759
Hossain, M. A., & Kim, M. (2018). Does Multidimensional Service Quality Generate Sustainable Use Intention for Facebook? In Sustainability (Vol. 10, Issue 7). doi: 10.3390/su10072283
Hossain, M. A., & Kim, M. (2020). A Comprehensive Study on Social Commerce in Social Networking Sites. SAGE Open, 10(2). doi: 10.1177/2158244020936225
Hsu, S. W., Qing, F., Wang, C. C., & Hsieh, H. L. (2018). Evaluation of service quality in facebook-based group-buying. Electronic Commerce Research and Applications, 28, 30–36. doi: 10.1016/j.elerap.2018.01.006
Hu, T., Dai, H., & Salam, A. F. (2019). Integrative qualities and dimensions of social commerce: Toward a unified view. Information & Management, 56(2), 249–270. doi: 10.1016/j.im.2018.09.003
Hu, X., Chen, X., & Davison, R. (2019). Social Support, Source Credibility, Social Influence, and Impulsive Purchase Behavior in Social Commerce. International Journal of Electronic Commerce, 23, 297–327. doi: 10.1080/10864415.2019.1619905
Huang, J., & Zhou, L. (2018). Timing of Web Personalization in Mobile Shopping: A Perspective from Uses and Gratifications Theory. Computers in Human Behavior, 88. doi: 10.1016/j.chb.2018.06.035
Jami Pour, M., Ebrahimi Delavar, F., Taheri, G., & Kargaran, S. (2020). Developing a scale of social commerce service quality: an exploratory study. Kybernetes. doi: 10.1108/K-06-2020-0373
Jeenanunta, C., Pongathornwiwat, N., Chumnumporn, K., Parsont, A., Lunsai, K., & Piyapaneekul, R. (2015). E-Tail Quality and Brand Loyalty in Thai Social Commerce. doi: 10.1007/978-3-662-48319-0_16
Jia, X., Wang, R., Liu, J., & Jiang, C. (2022). Discovery of behavioral patterns in online social commerce practice. WIREs Data Mining and Knowledge Discovery, 12. doi: 10.1002/widm.1433
Kanani, R., & Glavee-Geo, R. (2021). Breaking the uncertainty barrier in social commerce: The relevance of seller and customer-based signals. Electronic Commerce Research and Applications, 48, 101059. doi: 10.1016/j.elerap.2021.101059
Kang, D., & Evans, J. (2020). Against method: Exploding the boundary between qualitative and quantitative studies of science. Quantitative Science Studies, 1, 930–944. doi: 10.1162/qss_a_00056
Kang, J.-W., & Namkung, Y. (2019). The information quality and source credibility matter in customers’ evaluation toward food O2O commerce. International Journal of Hospitality Management, 78, 189–198. doi: 10.1016/j.ijhm.2018.10.011
Kaushik, A., Mohan, G., & Kumar, V. (2019). Examining the Antecedents and Consequences of Customers’ Trust Toward Mobile Retail Apps in India. Journal of Internet Commerce, 19, 1–31. doi: 10.1080/15332861.2019.1686333
Khan, A. G., Lima, R. P., & Mahmud, M. S. (2018). Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review, 22, 85–100. doi: 10.1177/0972150918795551
Khare, A., Sarkar, S., & Patel, S. S. (2019). Influence of culture, price perception and mall promotions on Indian consumers’ commitment towards malls. International Journal of Retail & Distribution Management, 47(10), 1093–1124. doi: 10.1108/IJRDM-06-2017-0134
Kim, K.-H., Kim, K.-J., Lee, D.-H., & Kim, M.-G. (2019). Identification of critical quality dimensions for continuance intention in mHealth services: Case study of onecare service. International Journal of Information Management, 46, 187–197. doi: 10.1016/j.ijinfomgt.2018.12.008
Kinda, T. (2019). E-commerce as a Potential New Engine for Growth in Asia. In IMF Working Papers (Vol. 19, Issue 135). doi: 10.5089/9781498317467.001
Kiritchenko, S., Zhu, X., & Mohammad, S. (2014). Sentiment Analysis of Short Informal Text. The Journal of Artificial Intelligence Research (JAIR), 50. doi: 10.1613/jair.4272
Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464–477. doi: 10.1016/j.jretconser.2010.06.003
Lai, I. K. W., Hitchcock, M., Yang, T., & Lu, T.-W. (2018). Literature review on service quality in hospitality and tourism (1984-2014). International Journal of Contemporary Hospitality Management, 30(1), 114–159. doi: 10.1108/IJCHM-08-2016-0408
Lee, H. J., Lee, M., Lee, H., & Cruz, R. (2021). Mining service quality feedback from social media: A computational analytics method. Government Information Quarterly, 38, 101571. doi: 10.1016/j.giq.2021.101571
Leeraphong, A., Mahatanankoon, P., & Papasratorn, B. (2016). Evaluating electronic service quality for C2C social commerce in Thailand: A pilot study. doi: 10.1109/ICDIM.2016.7829776
Leong, L.-Y., Hew, T.-S., Ooi, K.-B., & Chong, A. Y.-L. (2020). Predicting the antecedents of trust in social commerce – A hybrid structural equation modeling with neural network approach. Journal of Business Research, 110, 24–40. doi: 10.1016/j.jbusres.2019.11.056
Li, C.-Y. (2019). How social commerce constructs influence customers’ social shopping intention? An empirical study of a social commerce website. Technological Forecasting and Social Change, 144, 282–294. doi: 10.1016/j.techfore.2017.11.026
Li, C.-Y., & Ku, Y.-C. (2018). The power of a thumbs-up: Will e-commerce switch to social commerce? Information & Management, 55(3), 340–357. doi: 10.1016/j.im.2017.09.001
Li, F., Larimo, J., & Leonidou, L. C. (2021). Social media marketing strategy: definition, conceptualization, taxonomy, validation, and future agenda. Journal of the Academy of Marketing Science, 49(1), 51–70. doi: 10.1007/s11747-020-00733-3
Lien, C.-H., Cao, Y., & Zhou, X. (2017). Service quality, satisfaction, stickiness, and usage intentions: An exploratory evaluation in the context of WeChat services. Computers in Human Behavior, 68, 403–410. doi: 10.1016/j.chb.2016.11.061
Lionello, R. L., Slongo, L. A., & Matos, C. A. de. (2020). Electronic service quality: a meta-analysis. Marketing Intelligence & Planning, 38(5), 619–635. doi: 10.1108/MIP-06-2019-0340
Liu, X.-X., & Chen, Z.-Y. (2022). Service quality evaluation and service improvement using online reviews: A framework combining deep learning with a hierarchical service quality model. Electronic Commerce Research and Applications, 54, 101174. doi: 10.1016/j.elerap.2022.101174
Maia, C., Lunardi, G., Longaray, A., & Munhoz, P. (2018). Factors and characteristics that influence consumers’ participation in social commerce. Revista de Gestão, 25. doi: 10.1108/REGE-03-2018-031
Martin-Domingo, L., Martín, J. C., & Mandsberg, G. (2019). Social media as a resource for sentiment analysis of Airport Service Quality (ASQ). Journal of Air Transport Management, 78, 106–115. doi: 10.1016/j.jairtraman.2019.01.004
Martins, J., Costa, C., Oliveira, T., Gonçalves, R., & Branco, F. (2019). How smartphone advertising influences consumers’ purchase intention. Journal of Business Research, 94, 378–387. doi: 10.1016/j.jbusres.2017.12.047
Mechinda, P., & Patterson, P. G. (2011). The impact of service climate and service provider personality on employees’ customer‐oriented behavior in a high‐contact setting. Journal of Services Marketing, 25(2), 101–113. doi: 10.1108/08876041111119822
Meilatinova, N. (2021). Social commerce: Factors affecting customer repurchase and word-of-mouth intentions. International Journal of Information Management, 57, 102300. doi: 10.1016/j.ijinfomgt.2020.102300
Miao, Y., Du, R., & Ou, C. X. (2022). Guanxi circles and light entrepreneurship in social commerce: The roles of mass entrepreneurship climate and technology affordances. Information & Management, 59(1), 103558. doi: 10.1016/j.im.2021.103558
Molinillo, S., Aguilar-Illescas, R., Anaya-Sánchez, R., & Liébana-Cabanillas, F. (2021). Social commerce website design, perceived value and loyalty behavior intentions: The moderating roles of gender, age and frequency of use. Journal of Retailing and Consumer Services, 63. doi: 10.1016/j.jretconser.2020.102404
Molinillo, S., Anaya-Sánchez, R., & Liébana-Cabanillas, F. (2020). Analyzing the effect of social support and community factors on customer engagement and its impact on loyalty behaviors toward social commerce websites. Computers in Human Behavior, 108, 105980. doi: 10.1016/j.chb.2019.04.004
Mona, J. P., Fateme, E. D., Ghazale, T., & Sanaz, K. (2020). Developing a scale of social commerce service quality: an exploratory study. In Kybernetes: Vol. ahead-of-p (Issue ahead-of-print). doi: 10.1108/K-06-2020-0373
Naeem, M. (2019a). Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations? Journal of Management Development, 38(7), 561–581. doi: 10.1108/JMD-11-2018-0327
Naeem, M. (2019b). Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country. Journal of Islamic Marketing, 10(3), 811–826. doi: 10.1108/JIMA-11-2018-0214
Naeem, M. (2019c). Do social networking platforms promote service quality and purchase intention of customers of service-providing organizations? Journal of Management Development, ahead-of-p. doi: 10.1108/JMD-11-2018-0327
Nam, C., Son, J., & Jae-Gu, Y. (2019). Effects of SNS Social Capital on E-Service Quality and Sustained Referral Intentions of E-Fitness Apparel: Comparative Body Image Satisfaction Analysis. Sustainability, 11(24), 7154. doi: 10.3390/su11247154
Obermayer, N., Kővári, E., Leinonen, J., Bak, G., & Valeri, M. (2022). How social media practices shape family business performance: The wine industry case study. European Management Journal, 40(3), 360–371. doi: 10.1016/j.emj.2021.08.003
Osatuyi, B., Qin, H., Osatuyi, T., & Turel, O. (2020). When it comes to Satisfaction … It depends: An empirical examination of social commerce users. Computers in Human Behavior, 111, 106413. doi: 10.1016/j.chb.2020.106413
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. In Sustainability (Vol. 11, Issue 4). doi: 10.3390/su11041113
Parasuraman, A. P., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL). The Journal of Marketing, 49, 41–50. doi: 10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. doi: 10.1177/1094670504271156
Park, S.-W., Cho, C.-H., & Choi, S. (2017). Social multimedia network service quality, user satisfaction, and prosumer activity. Multimedia Tools and Applications, 76. doi: 10.1007/s11042-016-3983-0
Patino, C. M., & Ferreira, J. C. (2018). Inclusion and exclusion criteria in research studies: definitions and why they matter. Jornal brasileiro de pneumologia : publicacao oficial da Sociedade Brasileira de Pneumologia e Tisilogia, 44(2), 84. doi: 10.1590/s1806-37562018000000088
Patroli Siber. (2020). statistik. https://patrolisiber.id/
Prakash, G. (2019). Understanding service quality: insights from the literature. Journal of Advances in Management Research, 16(1), 64–90. doi: 10.1108/JAMR-01-2018-0008
Pratama, A., & Scarlatos, L. (2019). Ownership and Use of Mobile Devices Among Adolescents in Indonesia. Journal of Educational Technology Systems, 48, 004723951988658. doi: 10.1177/0047239519886584
Qu, Y., Cieślik, A., Fang, S., & Qing, Y. (2023). The role of online interaction in user stickiness of social commerce: The shopping value perspective. Digital Business, 3(2), 100061. doi: 10.1016/j.digbus.2023.100061
Qusef, A., Baker, C., & Muhanna, M. (2017). Social commerce quality service from customer persective. doi: 10.1109/ICEMIS.2017.8273031
Rao Muhammad, R., Pitafi, H., Qureshi, M., & Sharma, A. (2022). Role of Social Commerce Constructs and Social Presence as Moderator on Consumers’ Buying Intentions During COVID-19. Frontiers in Psychology, 13, 772028. doi: 10.3389/fpsyg.2022.772028
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). doi: 10.1016/j.heliyon.2019.e02690
Sabaitytė, J., Davidavičienė, V., Straková, J., & Raudeliuniene, J. (2019). Decision tree modelling of E-consumers’ preferences for internet marketing communication tools during browsing. E a M: Ekonomie a Management, 22, 206–221. doi: 10.15240/tul/001/2019-1-014
Şahin, F., & Işik, D. A. (2019). Service Employee’s Emotional Intelligence and Customer’s Evaluations of Service Quality in Hospitality Industry. Journal of Advanced Management Science. doi: 10.18178/joams.8.2.65-69
Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13, 233–246. doi: 10.1108/09604520310476490
Schmidt, H. M., & Santamaria-Alvarez, S. M. (2022). Routines in International Business: A semi-systematic review of the concept. Journal of International Management, 28(2), 100878. doi: 10.1016/j.intman.2021.100878
Schmidt, L., Olorisade, B. K., McGuinness, L. A., Thomas, J., & Higgins, J. P. T. (2021). Data extraction methods for systematic review (semi)automation: A living systematic review. In F1000Research (Vol. 10, p. 401). doi: 10.12688/f1000research.51117.1
Sembada, A. Y., & Koay, K. Y. (2021). How perceived behavioral control affects trust to purchase in social media stores. Journal of Business Research, 130, 574–582. doi: 10.1016/j.jbusres.2019.09.028
Sheng, J. (2019). Being Active in Online Communications: Firm Responsiveness and Customer Engagement Behaviour. Journal of Interactive Marketing, 46, 40–51. doi: 10.1016/j.intmar.2018.11.004
Shin, N., Park, S., & Kim, H. (2020). Consumer satisfaction–based social commerce service quality management. BRQ Business Research Quarterly. doi: 10.1177/2340944420916098
Snyder, H. (2019). Literature review as a research methodology: An overview and guidelines. Journal of Business Research, 104, 333–339. doi: 10.1016/j.jbusres.2019.07.039
Sohn, J. W., & Kim, J. K. (2020a). Factors that influence purchase intentions in social commerce. Technology in Society, 63, 101365. doi: 10.1016/j.techsoc.2020.101365
Sohn, J. W., & Kim, J. K. (2020b). Factors that influence purchase intentions in social commerce. Technology in Society, 63, 101365. doi: 10.1016/j.techsoc.2020.101365
Sun, S., Gao, Y., & Rui, H. (2021). Does Active Service Intervention Drive More Complaints on Social Media? The Roles of Service Quality and Awareness. Journal of Management Information Systems, 38(3), 579–611. doi: 10.1080/07421222.2021.1958548
Sura, S., & Ahn, J. (2017). The effects of service quality determinants on social networking site-based commerce: the Malaysian customers’ perspective. Total Quality Management & Business Excellence, 30, 1–15. doi: 10.1080/14783363.2017.1372686
Tan, T., & Heller, J. (2021). 920Stakeholder analysis to develop a national outbreak response plan for Q fever in Australia. International Journal of Epidemiology, 50(Supplement_1), dyab168.646. doi: 10.1093/ije/dyab168.646
the Federal Trade Commission. (2020). Scams starting on social media proliferate in early 2020. Retrieved from https://www.ftc.gov/news-events/blogs/data-spotlight/2020/10/scams-starting-social-media-proliferate-early-2020
Tian, X., Wu, H., Tang, C., Li, L., Xu, H., & Selover, D. (2020). A new approach of social media analytics to predict service quality: evidence from the airline industry TT - Social media analytics. Journal of Enterprise Information Management, 34(1), 51–70. doi: 10.1108/JEIM-03-2019-0086
Troise, C. (2020). Discovering the underlying dynamics of crowdfunding networks: entrepreneurs’ ties, crowdfunders’ connections and community spin-offs. Journal of Enterprising Communities: People and Places in the Global Economy, 14(2), 277–298. doi: 10.1108/JEC-03-2020-0018,
Troise, C., Matricano, D., Candelo, E., & Sorrentino, M. (2020). Crowdfunded and then? The role of intellectual capital in the growth of equity-crowdfunded companies. Measuring Business Excellence, ahead-of-p. doi: 10.1108/MBE-02-2020-0031
Troise, C., & Tani, M. (2020). Exploring entrepreneurial characteristics, motivations and behaviours in equity crowdfunding: some evidence from Italy. Management Decision, ahead-of-p. doi: 10.1108/MD-10-2019-1431
Tuncer, I. (2021). The relationship between IT affordance, flow experience, trust, and social commerce intention: An exploration using the S-O-R paradigm. Technology in Society, 65, 101567. doi: 10.1016/j.techsoc.2021.101567
Wang, M., Li, X., & Chau, P. (2021). Leveraging Image-Processing Techniques for Empirical Research: Feasibility and Reliability in Online Shopping Context. Information Systems Frontiers, 23. doi: 10.1007/s10796-020-09981-8
Warganegara, D. L., & Hendijani, R. B. (2022). Factors That Drive Actual Purchasing of Groceries through E-Commerce Platforms during COVID-19 in Indonesia. Sustainability, 14(6), 3235. doi: 10.3390/su14063235
Wasti, S. P., Simkhada, P., van Teijlingen, E. R., Sathian, B., & Banerjee, I. (2022). The Growing Importance of Mixed-Methods Research in Health. Nepal Journal of Epidemiology, 12(1), 1175–1178. doi: 10.3126/nje.v12i1.43633
Wong, G., Greenhalgh, T., Westhorp, G., Buckingham, J., & Pawson, R. (2013). RAMESES publication standards: Meta-narrative reviews. BMC Medicine, 11, 20. doi: 10.1186/1741-7015-11-20
Wu, Y.-L., Tao, Y.-H., Li, C.-P., Wang, S.-Y., & Chiu, C.-Y. (2014). User-switching behavior in social network sites: A model perspective with drill-down analyses. Computers in Human Behavior, 33, 92–103. doi: 10.1016/j.chb.2013.12.030
Wu, Y. C. J., Shen, J. P., & Chang, C. L. (2015). Electronic service quality of Facebook social commerce and collaborative learning. Computers in Human Behavior, 51, 1395–1402. doi: 10.1016/j.chb.2014.10.001
Xiao, Y., & Watson, M. (2017). Guidance on Conducting a Systematic Literature Review. Journal of Planning Education and Research, 39(1), 93–112. doi: 10.1177/0739456X17723971
Yang, X. (2021). Exchanging social support in social commerce: The role of peer relations. Computers in Human Behavior, 124, 106911. doi: 10.1016/j.chb.2021.106911
Ying, S., Chan, J. H., & Qi, X. (2020). Why are Chinese and North American guests satisfied or dissatisfied with hotels? An application of big data analysis. International Journal of Contemporary Hospitality Management, 32(10), 3249–3269. doi: 10.1108/IJCHM-02-2020-0129
Yoo, B., & Jang, M. (2019). A bibliographic survey of business models, service relationships, and technology in electronic commerce. Electronic Commerce Research and Applications, 33, 100818. doi: 10.1016/j.elerap.2018.11.005
Zafar, A. U., Qiu, J., Li, Y., Wang, J., & Shahzad, M. (2021). The impact of social media celebrities’ posts and contextual interactions on impulse buying in social commerce. Computers in Human Behavior, 115, 106178. doi: 10.1016/j.chb.2019.106178
Zhao, L., Xu, Y., & Xu, X. (2023). The effects of trust and platform innovation characteristics on consumer behaviors in social commerce: A social influence perspective. Electronic Commerce Research and Applications, 60, 101284. doi: 10.1016/j.elerap.2023.101284
Zuo, W., Bai, W., Zhu, W., He, X., & Qiu, X. (2022). Changes in service quality of sharing accommodation: Evidence from airbnb. Technology in Society, 71, 102092. doi: 10.1016/j.techsoc.2022.102092
Zygiaris, S., Hameed, Z., Ayidh Alsubaie, M., & Ur Rehman, S. (2022). Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry. Frontiers in Psychology, 13. doi: 10.3389/fpsyg.2022.842141