Title :
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
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;
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
DOI :
10.1109/ICMB.2011.43
