Scales for Measuring Mobile Service Quality (M-SQ): A Literature Review and Identification of Key Dimensions
SCOPUS
- Title
- Scales for Measuring Mobile Service Quality (M-SQ): A Literature Review and Identification of Key Dimensions
- Authors
- Heo, Jun-Yeon; Lim, Chie-Hyeon; Kim, Kwang-Jae
- Date Issued
- 2017-07
- Publisher
- Inderscience Publishers
- Abstract
- Mobile service quality (m-SQ) is vital to manage the competitiveness of a company in the mobile business market. Existing studies on m-SQ share key characteristics of m-service in general, such as mobility and context awareness. A set of common m-SQ dimensions that reflects such key characteristics would serve as the theoretical backbone of m-SQ. This research aims to conduct a comprehensive review of existing studies on m-SQ scales and identify key dimensions of m-SQ to understand the essence of m-SQ scales. A total of 45 existing studies on m-SQ scales were reviewed and seven key dimensions of m-SQ scales were identified. This study is expected to serve as a solid knowledge-base for conducting new investigations on m-SQ scale development as well as help practitioners utilise m-SQ scales.
- URI
- https://oasis.postech.ac.kr/handle/2014.oak/41296
- DOI
- 10.1504/IJSOM.2017.085214
- ISSN
- 1744-2370
- Article Type
- Article
- Citation
- International Journal of Services and Operations Management, vol. 27, no. 4, page. 524 - 548, 2017-07
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