scholarly journals A Model to Identify the Dimensions of Mobile Service Quality

2011 ◽  
Author(s):  
Emmanouil Stiakakis ◽  
Christos K. Georgiadis
Keyword(s):  
Service Quality ◽  
Mobile Service

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Determinants of Customers’ Brand Choice and Continuance Intentions with Mobile Data Service Provider: The Role of Past Experience

2018 ◽  
Vol 19 (6) ◽  
pp. 1478-1493 ◽  
Author(s):  
Obinna C. Ojiaku ◽  
Aihie Osarenkhoe
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Brand Image ◽  
Brand Choice ◽  
Past Experience ◽  
Mobile Service ◽  
Data Service ◽  
Mobile Data ◽  
Mobile Data Service ◽  
The Impact

The prevalence of mobile data services has intensified competition and structured the market for mobile telecommunication services, resulting in decreased revenue particularly from voices services and high churn rate. Mobile service providers therefore seek ways to increase revenue by attracting and retaining mobile data users. This study investigates the determinants of customers’ brand choice and continuance intentions with mobile service providers in the context of mobile data service. This study also captures the impact of past experience on behavioural outcomes. Data were collected from 304 customers of mobile data service firms and analysed using regression analyses. Results indicate that mobile service quality, pricing structure and promotion, but not brand image, affect brand choice, whereas continuance intentions are affected by the mobile service quality, brand image and price. Customers’ past experience relates significantly and negatively to brand choice but not continuance intention. The contribution and implication of the study are discussed.

Key Attributes and the Use of Advanced Mobile Services

2011 ◽  
pp. 119-128
Author(s):  
Jennifer Blechar ◽  
Ioanna D. Constantiou ◽  
Jan Damsgaard
Keyword(s):  
Service Quality ◽  
Mobile Phone ◽  
Field Study ◽  
Service Use ◽  
Mobile Services ◽  
Western World ◽  
Mobile Service ◽  
Service Users ◽  
Technological Developments

Advanced mobile service use and adoption remains low in most of the Western world despite impressive technological developments. Much effort has thus been placed on better understanding the behavior of advanced mobile service users. Previous research efforts have identified several key attributes deemed to provide indications of the behavior of consumers in the m-services market. This chapter continues with this line of research by further exploring these key attributes of new mobile services. Through a field study of new mobile service use by 36 Danish mobile phone users, this chapter illustrates the manner in which users’ perceptions related to the key attributes of service quality, content-device fit and personalization were adversely affected after approximately three months of trial of the services offered.

scholarly journals Conceptualization of factors affecting customer satisfaction on online food delivery among young executives in Sri Lanka

2021 ◽  
Author(s):  
Amal Wijenayaka
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Delivery System ◽  
Service Providers ◽  
Emerging Market ◽  
Food Delivery ◽  
Mobile Service ◽  
Online Service ◽  
True Nature ◽  
New Business

As a new food delivery system has emerged to capture a larger share of the industry's sales, the online food delivery sector has risen. This new business delivery system has gained widespread acceptance, particularly among young, active, and hardworking individuals. Furthermore, this business has become more competitive due to the increasing number of new business entries and the expectations of users as a result of the anxiety associated with online ordering and the convenience of ordering at any time. In order to succeed in this emerging market, Customers require online service providers to understand the true nature and requirements of their customers and all essential points of the online service industry. This study aims to gather the information that will assist online food service providers to understand the requirements and characteristics of this new service delivery system, which is currently under development. The purpose of this study is to examine the relationships between customers' perceived service quality for online food delivery and its effect on customer satisfaction by adopting a questionnaire from the Mobile Service Quality Study (M-S-QUAL).

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