Title: Scales for measuring mobile service quality: a literature review and identification of key dimensions

Authors: Jun-Yeon Heo; Chie-Hyeon Lim; Kwang-Jae Kim

Addresses: Department of Industrial and Management Engineering, Pohang University of Science and Technology (POSTECH), 77 Cheongam-Ro, Nam-Gu, Pohang, Gyeong-buk, 37673, Republic of Korea ' Department of Industrial and Management Engineering, Pohang University of Science and Technology (POSTECH), 77 Cheongam-Ro, Nam-Gu, Pohang, Gyeong-buk, 37673, Republic of Korea ' Department of Industrial and Management Engineering, Pohang University of Science and Technology (POSTECH), 77 Cheongam-Ro, Nam-Gu, Pohang, Gyeong-buk, 37673, Republic of Korea

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.

Keywords: mobile service quality; m-SQ; mobile service; m-service; service quality; quality scales; quality dimensions.

DOI: 10.1504/IJSOM.2017.085214

International Journal of Services and Operations Management, 2017 Vol.27 No.4, pp.524 - 548

Received: 30 Nov 2015
Accepted: 19 Jan 2016
Published online: 17 Jul 2017 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article