Development and Validation a comprehensive instrument to measure customer perceived service quality of mobile data services

摘要：

　　Following the rapid growth of mobile data services in China,the competition between mobile data service providers becomes more intensively.To gain advantage in the fierce competition,its very critical to service providers managing their service quality effectively,thus a comprehensive measurement instrument of service quality is needed.However,there are few studies dedicated to mobile data services in this area.Our study proposes a conceptualization framework derived from Technical Acceptance Model.Based on the framework,we develop and validate an instrument to measure perceived service quality of mobile data services in rigorous process.Finally we have gotten a service quality instrument with six-dimensions:content quality,usability,reliability and speed,interaction,entertainment/ enjoyment,security/privacy.This scale provides a useful instrument for researchers who wish to measure the service quality of mobile data services and for marketing managers who want to improve their service performance.

关键词： mobile data services customer perceived service quality conceptualization framework scale development

作者: Qian Su Peiji Shao Quanfu Ye

作者单位: Management Faculty, Chengdu University of Information Technology, China School of Economic and Manageme, University of Electronic Science and Technology, China Marketing Department, China Unicom Sichuan Branch, China

会议类型: 国际会议

会议名称: The Twelfth Wuhan International Conference on E-Business(第十二届武汉电子商务国际会议)

会议地点: 武汉

会议语种:英文

页码: 769-781

在线出版日期: 2013-05-25（万方平台首次上网日期，不代表论文的发表时间）