کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
379965 659523 2009 13 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
A multidimensional and hierarchical model of mobile service quality
موضوعات مرتبط
مهندسی و علوم پایه مهندسی کامپیوتر هوش مصنوعی
پیش نمایش صفحه اول مقاله
A multidimensional and hierarchical model of mobile service quality
چکیده انگلیسی

Using mobile brokerage service as an example, we propose and test a multidimensional and hierarchical model of mobile service (m-service) quality using a sample of 338 respondents from the two largest m-service providers in China: China Mobile and China Unicom. Through three-stage validation, we are able to confirm all three levels of the proposed hierarchical structure where a customer’s perceived m-service quality includes primary dimensions of interaction, outcome, and environment qualities. Each primary dimension further has its sub-dimensions. Our empirical results also show that corporate image moderates the effects of environment and outcome qualities on the service quality. Our proposed model provides implications for future research on mobile commerce.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Electronic Commerce Research and Applications - Volume 8, Issue 5, October 2009, Pages 228–240
نویسندگان
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