Title: Mobile internet services: assessment of quality and satisfaction from the customer's perspective

Authors: Sang M. Lee, Sunran Jeon, Sung Tae Kim

Addresses: University of Nebraska-Lincoln, 209 CBA, Lincoln, NE 68588-0491, USA. ' Butler University, COB, Indianapolis, IN 46208-3485, USA. ' Solbridge International School of Business, 151-13 Samsung 1-dong, Dong-gu Daejeon 300-814, Republic of Korea

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.

Keywords: mobile internet services; service quality; customer satisfaction; risk; intention to continue use; web services; ubiquity; reachability; instant connectivity.

DOI: 10.1504/IJSSCI.2011.038460

International Journal of Services Sciences, 2011 Vol.4 No.1, pp.57 - 75

Published online: 07 Feb 2011 *

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