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Scales for measuring mobile service quality: a literature review and identification of key dimensions

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  • Jun-Yeon Heo
  • Chie-Hyeon Lim
  • Kwang-Jae Kim

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.

Suggested Citation

  • Jun-Yeon Heo & Chie-Hyeon Lim & Kwang-Jae Kim, 2017. "Scales for measuring mobile service quality: a literature review and identification of key dimensions," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 27(4), pages 524-548.
    • Handle: RePEc:ids:ijsoma:v:27:y:2017:i:4:p:524-548
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    Cited by:

    1. Chiehyeon Lim & Paul P. Maglio, 2018. "Data-Driven Understanding of Smart Service Systems Through Text Mining," Service Science, INFORMS, vol. 10(2), pages 154-180, June.
    2. Chan, Vanessa Hiu Ying & Chiu, Dickson K.W. & Ho, Kevin K.W., 2022. "Mediating effects on the relationship between perceived service quality and public library app loyalty during the COVID-19 era," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).

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