The Effect of Mobile Service Quality Dimensions on Customer Satisfaction

Alper Özer · Mehpare Tokay Argan · Metin Argan

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Technology Adoption and User Behaviour Customer Service Quality and Loyalty Health, Technology, Consumer Behavior

Abstract

Information technology (IT) has an increasing importance and development in business life. Importance of IT arises because the businesses have tendencies to reach their customers through mobile services lately (Shin and Kim, 2008). These developments require the companies to have developed systems in order to reach their goals. Developments in wireless communication technology with the support of internet increased the level of mobile commerce as an important tool for the companies. This study determines the dimensions of mobile service quality and their effect on customer satisfaction. In this study, we determine the dimensions of mobile service quality and their effect on satisfaction and intention to use. We also examine how compatibility of mobile devices, such as mobile phones, directly and indirectly influences satisfaction.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1988On the Evaluation of Structural Equation Models 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1992Measuring Service Quality: A Reexamination and Extension 2000Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments 2004E-S-QUAL 2001Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach

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