A Model to Identify the Dimensions of Mobile Service Quality

Author

Stiakakis, Emmanouil ; Georgiadis, Christos K.

Author_Institution

Dept. of Appl. Inf., Univ. of Macedonia, Thessaloniki, Greece

fYear

2011

fDate

20-21 June 2011

Firstpage

195

Lastpage

204

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.

Keywords

Web services; computer network security; mobile computing; principal component analysis; quality of service; PCA; confirmatory principal component analysis; dimension identification; hierarchical model; literature review; m-service users; mobile service quality; mobile setting; multidimensional model; personalization; Context; Customer services; Internet; Mobile communication; Privacy; Quality of service; Security; mobile Internet; mobile service; service quality;

fLanguage

English

Publisher

ieee

Conference_Titel

Mobile Business (ICMB), 2011 Tenth International Conference on

Conference_Location

Como

Print_ISBN

978-1-4577-0497-0

Electronic_ISBN

978-0-7695-4434-2

Type

conf

DOI

10.1109/ICMB.2011.43

Filename

6047070