MSQ-Model: An Exploratory Study of the Determinants of Mobile Service Quality

MSQ-Model: An Exploratory Study of the Determinants of Mobile Service Quality

Jan Nordman (Swedish School of Economics and Business Administration, Helsinki, Finland) and Veronica Liljander (Swedish School of Economics and Business Administration, Helsinki, Finland)
Copyright: © 2005 |Pages: 37
DOI: 10.4018/978-1-59140-372-2.ch005
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Abstract

Until recently, mobile services, i.e., services that are offered to consumers on their mobile phones, have been overshadowed by their counterpart, the electronic services offered on the wired Internet, especially in Europe and the U.S. With the exception of simple SMS services, mobile services have not yet been widely adopted but will gain in importance as the technology develops and falling prices put them within the reach of most consumers. As the competition for consumers’ loyalty and share of wallet increases, it becomes crucial to understand, what the consumers value in mobile services. By understanding their service quality expectations and by developing the services accordingly, providers are able to attract users and develop a loyal user base. Based on a review of the literature, interviews with industry experts and users of mobile services, a conceptual model of mobile service quality (MSQ) was constructed. The study revealed that consumers use the wired Internet as a comparison standard when evaluating mobile services — a standard that mobile services cannot meet. Similarities were also observed between mobile and wired Internet service quality dimensions. Users evaluated mobile services on the ten dimensions: content, access, ease of navigation, ease of dialogue, aesthetics, reliability, personalization, security/privacy, responsiveness and price knowledge. The concluding remarks include a discussion of Wi-Fi and the impact of new technology on mobile services.

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Table of Contents
Preface
Sandeep Krishnamurthy
Chapter 1
Nick V. Flor
A social oracle is a particular kind of software agent that outputs social information. The information provided by a social oracle is typically for... Sample PDF
Social Oracles as Advertising Tools in Programmable Businesses
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Chapter 2
Ram D. Gopal, Arvind K. Tripathi, Zhiping D. Walter
By any measure, e-mail turns out to be one of most effective and useful features offered by the Internet. However, by providing an unprecedented... Sample PDF
Economic Issues in Advertising via E-Mail: Role for a Trusted Third Party?
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Chapter 3
Penelope Markellou, Maria Rigou, Spiros Sirmakessis
As the Web is growing exponentially, online marketing has been changed by the newly provided technological capacities and digital channels of sales.... Sample PDF
Web Personalization for E-Marketing Intelligence
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Chapter 4
Rachel McLean, Nigel M. Blackie
This chapter constructs the concept of e-commerce as knowledge management. The socially constructed approach to knowledge management is adopted.... Sample PDF
E-Commerce as Knowledge Management: Managing Consumer Service Quality
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Chapter 5
Jan Nordman, Veronica Liljander
Until recently, mobile services, i.e., services that are offered to consumers on their mobile phones, have been overshadowed by their counterpart... Sample PDF
MSQ-Model: An Exploratory Study of the Determinants of Mobile Service Quality
$37.50
Chapter 6
Kyle B. Murray
As customers gain Web site-specific skills they come to perceive the Web site differently and more favourably than inexperienced customers. This is... Sample PDF
Experiencing Quality: The Impact of Practice on Customers' Preferences for and Perceptions of Electronic Interfaces
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Chapter 7
Mark P. Sena, C. Edward Heath, Michael A. Webb
Buyers on eBay commonly rely on seller feedback ratings to determine bidding strategies.  Various studies have examined the impact of eBay’s... Sample PDF
The Impact of eBay Ratings and Item Descriptions on Auction Prices: A Comparison of Designer Watches and DVDs
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Chapter 8
Shenja van der Graaf
This chapter signals the implications of a shift in production and distribution practices of online advertising in an age of computer... Sample PDF
Viral Experiences: Do You Trust Your Friends?
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Chapter 9
Kim Sheehan
Past research has indicated that public opinion polls can have a strong effect on public policy decisions. Since the advent of a commercialized... Sample PDF
Public Opinions of Online Privacy: Definitions, Assessment and Implications for Industry and Public Policy
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Chapter 10
Pushkala Raman, Kartik Pashupati
The primary research objectives of this chapter are to: (a) investigate consumer attitudes to the invasion of online privacy, and (b) discover... Sample PDF
Online Privacy: Consumer Concerns and Technological Competence
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Chapter 11
Charles F. Hofacker, Jamie Murphy
Unlike most traditional media, the Internet is both digital and interactive. Here we do not simply refer to interactions between consumers and a Web... Sample PDF
Using Server Log Files and Online Experiments to Enhance Internet Marketing
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Chapter 12
Nikhilesh Dholakia, Jounghae Bang, Ruby Roy Dholakia
Customers vary in their needs, and their wants change swiftly. The Internet and allied technologies enable customers to locate and obtain a variety... Sample PDF
CRM, KDD and Relationship Marketing: Requisite Trio for Sustainable E-Marketing
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Chapter 13
Fiona Sussan
The introduction of the Internet medium has accelerated changes in marketing communications. This chapter proposes an Interactive Marketing... Sample PDF
An Interactive Marketing Communications Model in New Product Diffusion
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Chapter 14
Kirk St.Amant
The global diffusion of the Internet has resulted in a new degree of access to international markets. Creating successful online materials for... Sample PDF
A Rhetorical-Prototype Mechanism for Creating International E-Marketing Materials
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Chapter 15
Ronald E. Goldsmith, Barbara A. Lafferty
Innovativeness is a willingness to try new things. Combined with other factors, innovativeness leads consumers to be among the first to adopt new... Sample PDF
How Innovativeness Influences Internet Shopping
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About the Authors