Developing and Validating a Multi-Criteria Model to Evaluate Mobile Service Quality

Emmanouil Stiakakis () and Konstantinos Petridis ()
Additional contact information
Emmanouil Stiakakis: University of Macedonia
Konstantinos Petridis: Democritus University of Thrace

A chapter in Handbook of Strategic e-Business Management, 2014, pp 935-956 from Springer

Abstract: Abstract Even though electronic service (e-service) quality has been analyzed to a great extent, mobile service (m-service) quality still requires further investigation. The hierarchical and multi-criteria structure, which is adopted in this work, appears to be the most appropriate approach to define m-service quality. In the proposed theoretical framework, m-service quality is composed of three primary dimensions: (1) interaction, (2) environment, and (3) outcome quality. An overall view of m-service quality would propose interaction quality to include the sub-dimensions of expertise, problem solving, information, security/privacy, and customization/personalization, environment quality to comprise equipment, design, and context, and outcome quality to be composed of reliability, tangibles, and valence. In order to validate the proposed theoretical framework, each sub-dimension is further analyzed into a number of quality criteria by means of a number of experts. Following this method, the quality criteria are assessed through a survey conducted with a sample of mobile users. Using Principal Component Analysis (PCA) and Structural Equation Modeling (SEM), it is proved that the quality criteria were properly grouped into the sub-dimensions of the proposed theoretical framework. These findings entail that the sub-dimensions described in this paper are in fact the constituent parts of the m-service quality construct.

Keywords: Mobile service; Mobile application; Service quality; Mobile internet (search for similar items in EconPapers)
Date: 2014
References: Add references at CitEc
Citations: View citations in EconPapers (1)

There are no downloads for this item, see the EconPapers FAQ for hints about obtaining it.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:spr:prochp:978-3-642-39747-9_39

Ordering information: This item can be ordered from
http://www.springer.com/9783642397479

DOI: 10.1007/978-3-642-39747-9_39

Access Statistics for this chapter

More chapters in Progress in IS from Springer
Bibliographic data for series maintained by Sonal Shukla () and Springer Nature Abstracting and Indexing ().