Title: Measuring the quality of smartphones: development of a customer satisfaction index for smart services

Authors: Dong-Hee Shin

Addresses: Department of Interaction Science, Sungkyunkwan University, 90327 International Hall, 53 Myeongnyun-dong 3-ga, Jongno-gu, Seoul 110-745, South Korea

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.

Keywords: mobile communications; smartphones; customer satisfaction index; customer loyalty; smart services; smartphone quality; structural equation modelling; SEM; quality assessment.

DOI: 10.1504/IJMC.2014.063650

International Journal of Mobile Communications, 2014 Vol.12 No.4, pp.311 - 327

Published online: 30 Apr 2015 *

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