Mobile internet services: assessment of quality and satisfaction from the customer's perspective
by Sang M. Lee, Sunran Jeon, Sung Tae Kim
International Journal of Services Sciences (IJSSCI), Vol. 4, No. 1, 2011

Abstract: There are few studies on mobile internet services from the customer's perspective. To conduct this study, service quality, satisfaction, risk, intention to continue use, and six attributes of mobile internet service were identified. Three attributes of them – ubiquity, reachability, and instant connectivity – were found to influence mobile internet service quality, which in turn affected mobile internet service satisfaction and intention to continue use. Mobile internet service satisfaction affected intention to continue use. Mobile internet risk neither affected mobile internet service quality, nor had significant effects on mobile internet service satisfaction and intention to continue use.

Online publication date: Sat, 21-Feb-2015

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