모바일 서비스 품질의 구조

Abstract

Since the 1990s, the telecommunication sector has become a dynamic key area for the economic development. The increasing economic importance of telecommunication industry has inspired many management scholars and practitioners to devote more teaching and research attention to the sector. Especially, mobile characteristics which consist of personalization, localization, timelessness, ubiquity or mobility have been the main research topics up to the present. But related researches have not dealt with quality of mobile service. The purpose of this study is to develope a structure of mobile service quality based on related literatures, hierarchical structural approach, and model comparisons. By comparisons of four hierarchical models that are two, three, four, and interrelated second-order factors, mobile service quality turns out to be a hierarchical structure which has four second-order factors(functional quality, usability, system quality, and performance quality). Each second-order factors has responsiveness/empathy, design/convenience, processing speed/security, mobility/information quality.