Based on extensive literature review and quantitative research and taking the features of the Mobile Commerce into account, the article proposes the multi-dimensional and multi-level model for the measurement of mobile service quality. The model consists of three primary dimensions (i.e., interaction quality, environment quality, and outcome quality) and ten sub-dimensions (i.e., attitude, expertise, problem solving, information, equipment, design, location, punctuality, tangibles, and valence). The SPSS 13.0 software is applied to make reliability analysis. Four measuring items which do not meet the criterion are deleted. In addition, we make the exploratory factor analysis for the remained items through principal component analysis. Finally, the forty-three items are selected to measure the dimensions of the proposed model.
张龙, 鲁耀斌, 乔永忠. 移动服务质量的多维多层尺度测量模型构建[J]. J4, 2009, 6(6): 722-.
ZHANG Long, LU Yao-Bin, QIAO Yong-Zhong. Multi-dimensional and Multi-level Model for Mobile Service Quality Measurement. J4, 2009, 6(6): 722-.