SAN FRANCISCO-According to a recent Telephia study, although consumer satisfaction with wireless data and Internet services is increasing, existing service problems hinder the growth of wireless m-commerce.
The April 2001 study showed that upon encountering problems when attempting to make a wireless purchase, 65 percent of consumers would opt to complete their purchase via a non-wireless medium, while 22 percent would give up on their purchase altogether. Seventeen percent did say they would try the site again later. The majority of consumers also indicated they would hold the company or retailer whose site they were attempting to access (as opposed to the carrier or service provider or device manufacturer) most accountable for problems.
This study was an Internet-based survey of the Telephia Wireless Data User Panel, which consists of more than 5,000 owners of data-enabled wireless phones, personal digital assistants, wireless laptops and two-way pagers.
