政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/73674
English  |  正體中文  |  简体中文  |  Post-Print筆數 : 27 |  全文筆數/總筆數 : 109927/140876 (78%)
造訪人次 : 45979914      線上人數 : 951
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
搜尋範圍 查詢小技巧：
  • 您可在西文檢索詞彙前後加上"雙引號"，以獲取較精準的檢索結果
  • 若欲以作者姓名搜尋，建議至進階搜尋限定作者欄位，可獲得較完整資料
    •  進階搜尋
    政大機構典藏 > 商學院 > 資訊管理學系 > 期刊論文 >  Item 140.119/73674


    請使用永久網址來引用或連結此文件: https://nccur.lib.nccu.edu.tw/handle/140.119/73674


    題名: M-S-QUAL: Mobile service quality measurement
    作者: 管郁君
    Huang, Eugenia Y.;Lin, Sheng-Wei;Fan, Ya-Chu
    貢獻者: 資管系
    關鍵詞: Mobile commerce;Mobile service;Service quality;Instrument development
    日期: 2015-01
    上傳時間: 2015-03-05 14:58:25 (UTC+8)
    摘要: The proliferation of wireless technologies means that consumers are increasingly coming into contact with a diverse range of mobile services. Mobile service providers seeking to deliver a superior service must understand how consumers perceive these services. Although many instruments, such as SERVQUAL and E-S-QUAL, are available to measure service quality in general, to date there has been no instrument specifically designed to measure mobile service quality. Given the many types of mobile services available, our aim in this study was to ascertain the essential characteristics of such services by conceptualizing, constructing, refining, and testing a multiple-item scale, M-S-QUAL, designed to measure service quality in the mobile environment. According to Hinkin’s guidelines on scale development, the items in our scale were generated by following a deductive approach based on a theoretical foundation. There are two parts of M-S-QUAL, which assess m-commerce shopping experiences for virtual and physical products respectively. Thus, the scale developed in this study was designed to assess m-commerce shopping experiences for both virtual and physical products. We propose and empirical test a multidimensional model of M-S-QUAL using a sample of 578 Internet respondents. Through a five-step validation, the M-S-QUAL construction concluded with five factors (contact, responsiveness, fulfillment, privacy and efficiency) for the supporting services in the process of virtual product shopping and four factors (contact, responsiveness, fulfillment and efficiency) for the supporting services in the process of physical product shopping. These two aspects of M-S-QUAL demonstrate good psychometric properties, as confirmed by exploratory factor analysis, confirmatory factor analysis, and reliability and validity tests. The findings of this study will help mobile service providers to assess the quality of their services and assist researchers in developing mobile service quality theories.
    關聯: Electronic Commerce Research and Applications, Available online 22 January 2015
    資料類型: article
    DOI 連結: http://dx.doi.org/10.1016/j.elerap.2015.01.003
    DOI: 10.1016/j.elerap.2015.01.003
    顯示於類別:[資訊管理學系] 期刊論文

    文件中的檔案:

    檔案 描述 大小格式瀏覽次數
    M-S-QUAL.pdf1406KbAdobe PDF21193檢視/開啟


    在政大典藏中所有的資料項目都受到原著作權保護.


    社群 sharing

    著作權政策宣告 Copyright Announcement
    1.本網站之數位內容為國立政治大學所收錄之機構典藏，無償提供學術研究與公眾教育等公益性使用，惟仍請適度，合理使用本網站之內容，以尊重著作權人之權益。商業上之利用，則請先取得著作權人之授權。
    The digital content of this website is part of National Chengchi University Institutional Repository. It provides free access to academic research and public education for non-commercial use. Please utilize it in a proper and reasonable manner and respect the rights of copyright owners. For commercial use, please obtain authorization from the copyright owner in advance.

    2.本網站之製作，已盡力防止侵害著作權人之權益，如仍發現本網站之數位內容有侵害著作權人權益情事者，請權利人通知本網站維護人員(nccur@nccu.edu.tw)，維護人員將立即採取移除該數位著作等補救措施。
    NCCU Institutional Repository is made to protect the interests of copyright owners. If you believe that any material on the website infringes copyright, please contact our staff(nccur@nccu.edu.tw). We will remove the work from the repository and investigate your claim.
    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - 回饋