Developing a Conceptualization of Mobile Service Quality

Christopher Kaatz, Christian Brock, Markus Blut

Research output: Chapter in Book/Published conference outputConference publication


Mobile devices changed the way that users nowadays encounter online environments. These devices have become the essential touchpoints for users on their path to purchase. Since recent IS literature does not provide comprehensive measurements for mobile service quality (MSQ), we employed focus groups and critical incident technique to collect 422 user statements related to perceptions of service quality in mobile shopping situations. Our study explores eighteen attributes representing five essential dimensions of MSQ. The results suggest that users assess mobile stores depending on the offered ubiquity of services (e.g., mobility, location-based services), mobile store design (e.g., responsive design, synchronicity, information quality, product selection), customer service (e.g., social media, return policies), order fulfillment (e.g., process transparency, timeliness of delivery), and security/privacy. We discuss this conceptual model of MSQ which will be used to develop a comprehensive MSQ measurement in further research.

Original languageEnglish
Title of host publicationICIS 2017
Subtitle of host publicationTransforming Society with Digital Innovation
PublisherAssociation for Information Systems
Number of pages11
Publication statusPublished - 10 Dec 2017
Event38th International Conference on Information Systems: Transforming Society with Digital Innovation, ICIS 2017 - Seoul, Korea, Republic of
Duration: 10 Dec 201713 Dec 2017


Conference38th International Conference on Information Systems: Transforming Society with Digital Innovation, ICIS 2017
Country/TerritoryKorea, Republic of

Bibliographical note

Copyright: Association for Information Systems


  • E-business
  • M-commerce
  • Mobile devices
  • Mobile service quality
  • Mobile technology
  • Qualitative research


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