$\require{mediawiki-texvc}$

연합인증

연합인증 가입 기관의 연구자들은 소속기관의 인증정보(ID와 암호)를 이용해 다른 대학, 연구기관, 서비스 공급자의 다양한 온라인 자원과 연구 데이터를 이용할 수 있습니다.

이는 여행자가 자국에서 발행 받은 여권으로 세계 각국을 자유롭게 여행할 수 있는 것과 같습니다.

연합인증으로 이용이 가능한 서비스는 NTIS, DataON, Edison, Kafe, Webinar 등이 있습니다.

한번의 인증절차만으로 연합인증 가입 서비스에 추가 로그인 없이 이용이 가능합니다.

다만, 연합인증을 위해서는 최초 1회만 인증 절차가 필요합니다. (회원이 아닐 경우 회원 가입이 필요합니다.)

연합인증 절차는 다음과 같습니다.

최초이용시에는
ScienceON에 로그인 → 연합인증 서비스 접속 → 로그인 (본인 확인 또는 회원가입) → 서비스 이용

그 이후에는
ScienceON 로그인 → 연합인증 서비스 접속 → 서비스 이용

연합인증을 활용하시면 KISTI가 제공하는 다양한 서비스를 편리하게 이용하실 수 있습니다.

A multidimensional and hierarchical model of mobile service quality

Electronic commerce research and applications, v.8 no.5, 2009년, pp.228 - 240  

Lu, Y. (School of Management, Huazhong University of Science and Technology, Wuhan 430074, PR China) ,  Zhang, L. ,  Wang, B.

Abstract AI-Helper 아이콘AI-Helper

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...

주제어

참고문헌 (84)

  1. European Journal of Marketing Aydin 39 7-8 910 2005 10.1108/03090560510601833 The analysis of antecedents of customer loyalty in the Turkish mobile telecommunication market 

  2. Journal of Business Strategies Babakus 24 3 253 1992 An empirical assessment of the SERVQUAL scale 

  3. Structural Equation Modeling Bagozzi 1 1 35 1994 10.1080/10705519409539961 A general approach to representing multifaceted personality constructs: application to state self-esteem 

  4. Journal of the Academy of Marketing Science Bagozzi 16 1 74 1988 10.1007/BF02723327 On the evaluation of structural equation models 

  5. Technology Studies Barclay 2 2 285 1995 The partial least squares approach to causal modeling: personal computer adoption and use as an illustration 

  6. Journal of Personality and Psychology Baron 51 6 1173 1986 10.1037/0022-3514.51.6.1173 The moderator-mediator variable distinction in social psychological research: conceptual strategic and statistical considerations 

  7. Journal of Marketing Bitner 56 2 57 1992 10.1177/002224299205600205 Servicescapes: the impact of physical surroundings on customers and employees 

  8. Journal of Marketing Bitner 58 4 95 1994 10.1177/002224299405800408 Critical service encounters: the employee’s viewpoint 

  9. Bitner 72 1994 Service Quality: New Directions in Theory and Practice Encounter satisfaction versus overall satisfaction versus quality 

  10. Journal of Marketing Brady 65 34 2001 10.1509/jmkg.65.3.34.18334 Some new thoughts on conceptualizing perceived service quality: a hierarchical approach 

  11. Journal of Marketing Research Cardozo 2 244 1965 10.1177/002224376500200303 An experimental study of customer effort, expectation and satisfaction 

  12. Journal of Retailing Carman 66 1 33 1990 Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions 

  13. Electronic Markets Chae 12 1 38 2002 10.1080/101967802753433254 Information quality for mobile internet services: a theoretical model with empirical validation 

  14. Journal of the Academy of Marketing Science Chang 22 1 16 1994 10.1177/0092070394221002 Price, product information, and purchase intention: an empirical study 

  15. China Mobile. Introduction to Mobile Brokerage Service. Available online at <http://www.chinamobile.com/whatsnew/newrelease/mstock/200706/t20070624_6294.html>. Accessed November 30, 2008. 

  16. China Unicom. Introduction to Palm Stock Market. Available online at <http://www.chinaunicom.com.cn/products/ydtxyw/ydsjyw/gsmstock/function/index.html>. Accessed November 30, 2008. 

  17. Journal of Marketing Research Churchill 16 1 64 1979 10.1177/002224377901600110 A paradigm for developing better measures of marketing constructs 

  18. Journal of Marketing Research Churchill 19 491 1982 10.1177/002224378201900410 An investigation into the determinants of customer satisfaction 

  19. Journal of Marketing Cronin 56 3 55 1992 10.1177/002224299205600304 Measuring service quality: a reexamination and extension 

  20. Information and Management Cyr 43 8 950 2006 10.1016/j.im.2006.08.009 Design aesthetics leading to M-loyalty in mobile commerce 

  21. Czepiel 1985 The Service Encounter: Managing Employee/Customer Interaction in Service Businesses 

  22. Journal of the Academy of Marketing Science Dabholkar 24 1 3 1996 10.1007/BF02893933 A measure of service quality for retail stores: scale development and validation 

  23. Journal of Management Information Systems DeLone 19 4 9 2003 10.1080/07421222.2003.11045748 The DeLone and McLean model of information systems success: a ten-year update 

  24. Personal and Ubiquitous Computing Dey 5 1 4 2001 10.1007/s007790170019 Understanding and using context 

  25. Journal of Marketing Fornell 60 7 1996 10.1177/002224299606000403 The American customer satisfaction index: nature, purpose, and findings 

  26. Journal of Marketing Research Fornell 18 1 39 1981 10.1177/002224378101800104 Evaluating structural equation models with unobservable variables and measurement error 

  27. Journal of Retailing and Consumer Services Fullerton 12 2 99 2005 10.1016/j.jretconser.2004.04.001 The service quality-loyalty relationship in retail services: does commitment matter? 

  28. Journal of the Association for Information Systems Gefen 3 27 2002 10.17705/1jais.00022 Customer loyalty in e-commerce 

  29. Journal of Management George 26 4 657 2000 10.1177/014920630002600404 The role of time in theory and theory building 

  30. Telecommunications Policy Gerpott 25 249 2001 10.1016/S0308-5961(00)00097-5 Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market 

  31. Structural Equation Modeling Gibbons 5 4 377 1998 10.1080/10705519809540113 Levels of aggregation in higher level confirmatory factor analysis: application for academic self-concept 

  32. European Journal of Marketing Grönroos 18 4 36 1984 10.1108/EUM0000000004784 A service quality model and its marketing implications 

  33. Journal of Business Research Grönroos 20 1 3 1990 10.1016/0148-2963(90)90037-E Relationship approach to marketing in service contexts: the marketing and organizational behavior interface 

  34. Journal of Marketing Hartline 69 52 1996 10.1177/002224299606000406 The management of customer contact service employees: an empirical investigation 

  35. Psychology and Marketing Houston 15 8 735 1998 10.1002/(SICI)1520-6793(199812)15:8<735::AID-MAR2>3.0.CO;2-9 The relationship between waiting in a service queue and evaluations of service quality 

  36. Howard 1969 The Theory of Buyer Behavior 

  37. iRsearch. Research report on mobile value-added service in 2007, 2007. 

  38. MIS Quarterly Jiang 26 2 145 2002 10.2307/4132324 Measuring information system service quality: SERVQUAL from the other side 

  39. Kar, E., Muniafu, S., and Wang, Y. Mobile services used in unstable environments: design requirements based on three case studies. In Proceedings of the Eighth International Conference on Electronic Commerce, Fredericton, Canada, 2006. 

  40. Journal of Consumer Research Kaufman 18 392 1991 10.1086/209268 Exploring more than 24 hours a day: a preliminary investigation of polychronic time use 

  41. Journal of Professional Services Marketing Kaymana 21 1 63 2000 10.1300/J090v21n01_05 A proposal to assess the service quality of online travel agencies 

  42. Telecommunications Policy Kim 28 145 2004 10.1016/j.telpol.2003.12.003 The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services 

  43. Journal of Services Marketing Kim 16 3 223 2002 10.1108/08876040210427218 Validating the retail service quality scale for US and Korean customer of discount stores 

  44. Journal of Retailing Kleijnen 83 1 33 2007 10.1016/j.jretai.2006.10.004 An assessment of value creation in mobile service delivery and the moderating role of time consciousness 

  45. Sport Marketing Quarterly Ko 14 2 84 2005 A hierarchical model of service quality in the recreational sport industry 

  46. Organizational Research Methods Landis 3 2 186 2000 10.1177/109442810032003 A comparison of approaches to forming composite measures in structural equation models 

  47. European Journal of Operational Research Landrum 156 628 2004 10.1016/S0377-2217(03)00125-5 A service quality and success model for the information service industry 

  48. Journal of Service Marketing Lee 15 1 35 2001 10.1108/08876040110381463 The impact of switching costs on the customer satisfaction-loyalty link: mobile phone service in France 

  49. International Journal of Electronic Commerce Lee 8 3 79 2004 10.1080/10864415.2004.11044299 A framework for the study of customer interface design for mobile commerce 

  50. Li, C. Market potential in mobile brokerage service attractive as there are millions of perspective users, 2007. Available online at <http://news.driverchina.com/Html/news/tele/tele/114255732.html>.Accessed November 30, 2008. 

  51. 10.1007/978-3-8349-4418-4_17 Liljander, V., Riel, A.V., and Pura, M. Customer satisfaction with e-service: The case of an online recruitment portal. In Bruhn, M., and Stauss, B. (eds.), Yearbook of Services Management 2002 E-Services, 2002. 

  52. Journal of Consumer Marketing Lim 23 4 208 2006 10.1108/07363760610674338 M-Loyalty: winning strategies for mobile carriers 

  53. Structural Equation Modeling Little 9 151 2002 10.1207/S15328007SEM0902_1 To parcel or not to parcel: exploring the question, weighing the merits 

  54. International Journal of Management Lui 22 3 426 2005 The multidimensional and hierarchical structure of perceived quality and customer satisfaction 

  55. 10.1109/HICSS.2006.472 Mallat, N., Rossi, M., Tuunainen, V.K., and Oorni, A. The impact of use situation and mobility on the acceptance of mobile ticketing services. In Proceeding of the 39th Hawaii International Conference on System Sciences, Big Island, Hawaii, 2006. 

  56. Tourism Management Martínez Caro 1 2007 Developing a multidimensional and hierarchical service quality model for the travel agency industry 

  57. Journal of Retailing and Consumer Services Martínez Caro 14 60 2007 10.1016/j.jretconser.2006.04.001 Measuring perceived service quality in urgent transport service 

  58. Journal of Strategic Information Systems McKnight 11 3-4 297 2002 10.1016/S0963-8687(02)00020-3 The impact of initial consumer trust on intentions to transact with a web site: a trust building model 

  59. MII, 2007. Statistical report on the growth of the chinese telecommunications industry, 2008. Available at <http://www.mii.gov.cn/art/2008/03/28/art_169_36879.html>. Accessed November 30, 2008. 

  60. Computers in Human Behavior Mikkelsen 18 3 223 2002 10.1016/S0747-5632(01)00051-6 Job characteristics and computer anxiety in the production industry 

  61. Journal of Applied Psychology Oliver 62 4 480 1977 10.1037/0021-9010.62.4.480 Effect of expectation and disconfirmation on post-expense product evaluations: an alternative interpretation 

  62. Journal of Marketing Research Oliver 17 4 460 1980 10.1177/002224378001700405 A cognitive model of the antecedents and consequences of satisfaction decisions 

  63. Educational and Psychological Measurement Paik 59 1 98 1999 10.1177/0013164499591007 A construct validity investigation of scores on a Japanese version of an academic self-concept scale for secondary school students 

  64. Journal of Marketing Parasuraman 49 4 41 1985 10.1177/002224298504900403 A conceptual model of service quality and its implications for future research 

  65. Journal of Retailing Parasuraman 64 1 12 1988 SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality 

  66. Future Generation Computer Systems Park 20 2 197 2004 10.1016/S0167-739X(03)00134-1 Improving prediction level of prefetching for location-aware mobile information service 

  67. ACM Transactions on Computer-Human Interaction Perry 8 4 323 2001 10.1145/504704.504707 Dealing with mobility: understanding access anytime, anywhere 

  68. Managing Service Quality Pura 15 6 509 2006 10.1108/09604520510634005 Linking perceived value and loyalty in location-based mobile services 

  69. Advances in Psychological Science Ran 15 3 567 2007 Item parceling strategies in structural equation modeling 

  70. Communications of the ACM Rao 46 12 61 2003 10.1145/953460.953490 Evolution of mobile location-based services 

  71. ResearchInChina. China mobile stock market report, 2007-2008, 2007 Available at <http://www.researchinchina.com/report/telecommunications/5273.html>. Accessed November 30, 2008. 

  72. Rust 1994 Service Quality: New Directions in Theory and Practice Service quality: insights and managerial implications from the frontier 

  73. Journal of Service Research Seth 173 2005 An exploratory investigation of customer loyalty and retention in cellular mobile communication 

  74. Sohu IT. 12.6 Percent of mobile phone users use mobile internet and two-thirds are male, 2008. Available online at <http://it.sohu.com/20080116/n254699657.shtml>. Accessed November 30, 2008. 

  75. Tarasewich 2002 Mobile Commerce: Technology, Theory, and Applications Wireless devices for mobile commerce: user interface design and usability 

  76. Journal of Retailing Taylor 70 2 163 1994 10.1016/0022-4359(94)90013-2 An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions 

  77. Third Media. Mobile phone survey: 70.12% of mobile phone users had monthly income below 3000, 2006. Available online at <http://www.3mt.net.cn/Article/200606/show50269c68p1.html>. Accessed November 30, 2008. 

  78. Telecommunications Policy Turel 30 5-6 314 2006 10.1016/j.telpol.2005.10.003 Satisfaction with mobile services in Canada: an empirical investigation 

  79. MIS Quarterly Van Dyke 21 2 195 1997 10.2307/249419 Measuring information systems service quality: concerns on the use of the SERVQUAL questionnaire 

  80. Communications of the ACM Wang 41 2 58 1998 10.1145/269012.269022 A product perspective on total data quality management 

  81. Journal of Retailing Westbrook 57 3 68 1981 Sources of consumer satisfaction with retail outlets 

  82. Mobile HCI Yun 259 2005 10.1145/1085777.1085826 Customer expectation level in mobile data services 

  83. Journal of Marketing Zeithaml 52 2 35 1988 10.1177/002224298805200203 Communication and control processes in the delivery of service quality 

  84. Journal of Marketing Zeithaml 49 2 33 1985 10.1177/002224298504900203 Problems and strategies in services marketing 

관련 콘텐츠

저작권 관리 안내
섹션별 컨텐츠 바로가기

AI-Helper ※ AI-Helper는 오픈소스 모델을 사용합니다.

AI-Helper 아이콘
AI-Helper
안녕하세요, AI-Helper입니다. 좌측 "선택된 텍스트"에서 텍스트를 선택하여 요약, 번역, 용어설명을 실행하세요.
※ AI-Helper는 부적절한 답변을 할 수 있습니다.

선택된 텍스트

맨위로