Scales for measuring mobile service quality: a literature review and identification of key dimensions

Jun-Yeon Heo, Chie-Hyeon Lim and Kwang-Jae Kim

International Journal of Services and Operations Management, 2017, vol. 27, issue 4, 524-548

Abstract: Mobile service quality (m-SQ) is vital to manage the competitiveness of a company in the mobile business market. Existing studies on m-SQ share key characteristics of m-service in general, such as mobility and context awareness. A set of common m-SQ dimensions that reflects such key characteristics would serve as the theoretical backbone of m-SQ. This research aims to conduct a comprehensive review of existing studies on m-SQ scales and identify key dimensions of m-SQ to understand the essence of m-SQ scales. A total of 45 existing studies on m-SQ scales were reviewed and seven key dimensions of m-SQ scales were identified. This study is expected to serve as a solid knowledge-base for conducting new investigations on m-SQ scale development as well as help practitioners utilise m-SQ scales.

Keywords: mobile service quality; m-SQ; mobile service; m-service; service quality; quality scales; quality dimensions. (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:ids:ijsoma:v:27:y:2017:i:4:p:524-548

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