Scales for measuring mobile service quality: a literature review and identification of key dimensions
by Jun-Yeon Heo; Chie-Hyeon Lim; Kwang-Jae Kim
International Journal of Services and Operations Management (IJSOM), Vol. 27, No. 4, 2017

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.

Online publication date: Mon, 17-Jul-2017

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