Proceedings of the 6 th International Conference on Computing and Informatics, ICOCI 2017 25-27April, 2017 Kuala Lumpur. Universiti Utara Malaysia (http://www.uum.edu.my ) Paper No. 147 332 SHARIA COMPLIANCE SERVICE QUALITY METRICS FOR E- COMMERCE: AN EXPLORATORY ANALYSIS Mohammed Bashir Ribadu 1&2 and Wan Nurhayati Wan Ab. Rahman 1 1 Faculty of Computer Science and Information Technology, Universiti Putra Malaysia, mb.ribadu@googlemail.com & wnurhayati@upm.edu.my 2 Department of Information Technology, Modibbo Adama University of Technology Yola, Nigeria ABSTRACT. Despite the rising call for Sharia compliance in e-commerce systems, yet there are no established service quality metrics that would en- sure Muslim consumer trust, use and users satisfaction. Therefore, we pru- dently proffered Sharia compliance service quality metrics for e-commerce that would foster e-commerce use, user satisfaction and net benefits for the over 1.8 billion Muslims globally. By deducing extant e-commerce service quality metrics from literature and harnessing the opinion of Sharia compli- ance scholars/experts, an integrative Sharia compliance service quality met- rics for e-commerce are proffered. Fundamentally, Sharia compliance assur- ance of e-commerce systems is found to be an essential service quality met- ric that will ensure Muslim consumer trust, use, user satisfaction and net benefits from e-commerce. Whereas, conventional e-commerce service quality best practices that are aimed at enhancing the welfare and devoid of Sharia violations are also deemed important service quality metrics for Sha- ria compliance. Because, providing pre-sale, during the sale and post-sale support services are vital in ensuring the Sharia obligation of eliminating uncertainties, risk, losses, displeasure and discord emanating from e- commerce. Keywords: Sharia compliance, e-commerce, service quality, Sharia compli- ance assurance, Muslim consumers INTRODUCTION The concerns of Muslim consumers in e-commerce is not isolated to Sharia compliance alone but also e-commerce quality issues that culminate into the lack of trust, deterring inten- tion to use and poor user satisfaction (Abdulghani and Suhaimi 2014; Siala et al. 2013, Aliyu et al. 2012). In a study on factors that influence Muslim consumer’s intention to patronise e- commerce, Suhaimi et al. (2013) found a significant influence of web quality features. But despite the available empirical fact that, e-commerce success depends on information quality, system quality and service quality to warrant trust, use, user satisfaction and net benefits (De- Lone & McLean, 2003; Stockdale & Borovicka 2006), there are no existing studies that highlight these factors from a Sharia compliance perspective. This includes the e-commerce service quality dimension which is of interest to this study due to the significant impact of effective customer support services to e-commerce use and user satisfaction. Even though Muslim consumers are inclined to patronise only Sharia compliant prod- ucts/services and platforms, there are currently no stipulated Sharia compliance service quali-