Service quality and customer satisfaction measurement of mobile value-added services: A conceptual review

Jengchung V. Chen, Bayu Aji Aritejo

Research output: Contribution to journalReview article

20 Citations (Scopus)

Abstract

As the competition between mobile value-added service providers becomes very tight, each company has to be able to provide high-quality services and thus better satisfy their customers. Unfortunately, despite the increasing need for an objective measurement of service quality, there is no general agreement among service marketing scholars on how it should be conceptualised and measured. This paper presents several models of service quality measurements that can be used to assess mobile value-added service quality. This paper also discusses the measurement of customer satisfaction and how it relates to service quality.

Original languageEnglish
Pages (from-to)165-176
Number of pages12
JournalInternational Journal of Mobile Communications
Volume6
Issue number2
DOIs
Publication statusPublished - 2008 Jan 1

All Science Journal Classification (ASJC) codes

  • Computer Science Applications
  • Computer Networks and Communications
  • Electrical and Electronic Engineering

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