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A Model to Identify the Dimensions of Mobile Service Quality

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2 Author(s)
Stiakakis, E. ; Dept. of Appl. Inf., Univ. of Macedonia, Thessaloniki, Greece ; Georgiadis, C.K.

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.

Published in:

Mobile Business (ICMB), 2011 Tenth International Conference on

Date of Conference:

20-21 June 2011