The effect of mobile service quality dimensions on customer satisfaction


9th International Strategic Management Conference, Riga, Latvia, 27 - 29 June 2013, vol.99, pp.428-438 identifier

  • Publication Type: Conference Paper / Full Text
  • Volume: 99
  • Doi Number: 10.1016/j.sbspro.2013.10.511
  • City: Riga
  • Country: Latvia
  • Page Numbers: pp.428-438
  • Keywords: Service quality, Mobile services, Mobile service quality, COMMERCE, ADOPTION, PERFORMANCE, INTENTIONS, LOYALTY
  • Anadolu University Affiliated: Yes


Information technology (IT) has an increasing importance and development in business life. Importance of IT arises because the businesses have tendencies to reach their customers through mobile services lately (Shin and Kim, 2008). These developments require the companies to have developed systems in order to reach their goals. Developments in wireless communication technology with the support of internet increased the level of mobile commerce as an important tool for the companies. This study determines the dimensions of mobile service quality and their effect on customer satisfaction. In this study, we determine the dimensions of mobile service quality and their effect on satisfaction and intention to use. We also examine how compatibility of mobile devices, such as mobile phones, directly and indirectly influences satisfaction.