The full text of this article


Measuring the quality of smartphones: development of a customer satisfaction index for smart services
by Dong-Hee Shin
International Journal of Mobile Communications (IJMC), Vol. 12, No. 4, 2014


Abstract: The goal of this study was to propose a customer satisfaction index (CSI) model for smartphones and to measure the CSI to derive practical implications for providers and offer suggestions related to the improvement of service. Using user experience data, the CSI model and its hypotheses were tested through structural equation model analysis and index calculation. The findings indicate that perceived value and customer satisfaction are two significant variables that mediate the relationship between quality and customer loyalty. The proposed model has strong explanatory power with satisfactory reliability and validity. The results of the study provide heuristic information for the smart industry and policy-makers in forging effective policies and competitive strategies for smartphone services. The smartphone CSI model also establishes the foundation of a powerful tool for quality assessment of future smart service categories.

Online publication date: Fri, 18-Jul-2014


is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Mobile Communications (IJMC):
Login with your Inderscience username and password:


    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email