Mobile Service Quality
2011 10th International Conference on Mobile Business
A Model to Identify the Dimensions of Mobile Service Quality
Christos K. Georgiadis
Emmanouil Stiakakis
Department of Applied Informatics
University of Macedonia
Thessaloniki, Greece stiakakis@uom.gr Department of Applied Informatics
University of Macedonia
Thessaloniki, Greece geor@uom.gr Abstract—The aim of this paper is to identify the dimensions of mobile service (m-service) quality. Based on the literature review and intervening to specific theoretical frameworks according to some critical characteristics of the mobile setting (security, personalization, etc.), a new hierarchical and multidimensional model is proposed. This model is validated using confirmatory principal component analysis of the data collected through an empirical research conducted among m-service users. The eleven components, which were extracted, are consistent with the dimensions suggested in our model.
create customer centered service and add value to the customer should be that which creates advantage in the market place. Therefore, measuring the quality of the eservice experience includes cues that happen before, during, and after the e-purchase transaction.
In addition, many of the research projects studying the design of the website interface include all kinds of sites.
This approach may negate recognition of situation specific issues (e.g., consumers have different motivations for interacting with news and entertainment websites than they do for shopping online) [6]. The tendency to conceptualize e-service delivery as a single, uniform activity may cause insights being drawn from, and applied to, incompatible circumstances [9].
In order to deliver superior service quality, managers should firstly understand how customers perceive and evaluate the customer service. To that end, many researchers did many studies in order to present models.
These models consist of dimensions which
A Model to Identify the Dimensions of Mobile Service Quality
Christos K. Georgiadis
Emmanouil Stiakakis
Department of Applied Informatics
University of Macedonia
Thessaloniki, Greece stiakakis@uom.gr Department of Applied Informatics
University of Macedonia
Thessaloniki, Greece geor@uom.gr Abstract—The aim of this paper is to identify the dimensions of mobile service (m-service) quality. Based on the literature review and intervening to specific theoretical frameworks according to some critical characteristics of the mobile setting (security, personalization, etc.), a new hierarchical and multidimensional model is proposed. This model is validated using confirmatory principal component analysis of the data collected through an empirical research conducted among m-service users. The eleven components, which were extracted, are consistent with the dimensions suggested in our model.
create customer centered service and add value to the customer should be that which creates advantage in the market place. Therefore, measuring the quality of the eservice experience includes cues that happen before, during, and after the e-purchase transaction.
In addition, many of the research projects studying the design of the website interface include all kinds of sites.
This approach may negate recognition of situation specific issues (e.g., consumers have different motivations for interacting with news and entertainment websites than they do for shopping online) [6]. The tendency to conceptualize e-service delivery as a single, uniform activity may cause insights being drawn from, and applied to, incompatible circumstances [9].
In order to deliver superior service quality, managers should firstly understand how customers perceive and evaluate the customer service. To that end, many researchers did many studies in order to present models.
These models consist of dimensions which
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