A Study on Service Quality Assurance in Mobile Commerce

With the advanced mobile technologies, mobile commerce has developed rapidly. However, mobile commerce users may not gain satisfactory services. It is necessary to study how to evaluate and assure the service quality in mobile commerce, so as to promote mobile commerce develop better. This paper put forward the service system of mobile commerce, and then summarizes the methodology of service quality evaluation, utilizes a conceptual model of service quality to depict the service gaps in mobile commerce. In the next, it proposes a framework based on QFD concepts, including the House of Quality model, mobile users´ needs, some important technical requirements and QFD calculation of compositors for the technologies in mobile commerce, in order to assure the service quality in mobile commerce. At last, we give a summary of this paper. The objective of this study is to improve the service quality by maximally satisfying customers´ needs on mobile commerce.