Mobile Commerce Service Quality Comparison Between Physical and Digital Product

This study aims to compare mobile service quality in Indonesia based on product type which is divided as physical product and digital product. The quality will be determined based on users' perspective, they will decide which factors that had been implemented in mobile commerce applications are the best factor. The need to compare service quality is because customers have different expectations of service based on the product that they are planning to buy. Using quantitative approach by distributing an online questionnaire for 863 respondents, retrieved data is then analyzed using Entropy method. Results shows that factor ability to be used at any time has the highest score for both physical product and digital product. Factor product return service is the lowest score for physical product and factor fast responsiveness of customer service is the lowest score for digital product. The results from this study can help developers to evaluate their product so they can make improvements to their service quality.