Developing a Conceptualization of Mobile Service Quality


Mobile devices changed the way that users nowadays encounter online environments. These devices have become the essential touchpoints for users on their path to purchase. Since recent IS literature does not provide comprehensive measurements for mobile service quality (MSQ), we employed focus groups and critical incident technique to collect 422 user statements related to perceptions of service quality in mobile shopping situations. Our study explores eighteen attributes representing five essential dimensions of MSQ. The results suggest that users assess mobile stores depending on the offered ubiquity of services (e.g., mobility, location-based services), mobile store design (e.g., responsive design, synchronicity, information quality, product selection), customer service (e.g., social media, return policies), order fulfillment (e.g., process transparency, timeliness of delivery), and security/privacy. We discuss this conceptual model of MSQ which will be used to develop a comprehensive MSQ measurement in further research.

Divisions: College of Business and Social Sciences > Aston Business School
College of Business and Social Sciences > Aston Business School > Marketing & Strategy
Additional Information: Copyright: Association for Information Systems
Event Title: 38th International Conference on Information Systems: Transforming Society with Digital Innovation, ICIS 2017
Event Type: Other
Event Dates: 2017-12-10 - 2017-12-13
Uncontrolled Keywords: E-business,M-commerce,Mobile devices,Mobile service quality,Mobile technology,Qualitative research,Computer Science Applications,Information Systems
Last Modified: 01 Jul 2024 07:38
Date Deposited: 26 Feb 2018 11:50
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Related URLs: http://www.scop ... tnerID=8YFLogxK (Scopus URL) ... ontext=icis2017 (Organisation URL)
PURE Output Type: Conference contribution
Published Date: 2017-12-10
Accepted Date: 2017-12-10
Authors: Kaatz, Christopher
Brock, Christian
Blut, Markus (ORCID Profile 0000-0003-0436-6846)



Version: Accepted Version

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