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Scales for Measuring Mobile Service Quality (M-SQ): A Literature Review and Identification of Key Dimensions

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Title
Scales for Measuring Mobile Service Quality (M-SQ): A Literature Review and Identification of Key Dimensions
Author
Heo, Jun-YeonLim, Chie-HyeonKim, Kwang-Jae
Keywords
mobile service quality (m-SQ); mobile service (m-service); service quality; quality scales; quality dimensions.
Issue Date
201602
Publisher
Inderscience Publishers
Citation
INTERNATIONAL JOURNAL OF SERVICES AND OPERATIONS MANAGEMENT, v., no., pp. -
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 utilize m-SQ scales.
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ISSN
1744-2370
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