A Model to Identify the Dimensions of Mobile Service Quality

The aim of this paper is to identify the dimensions of mobile service (m-service) quality. Based on the literature review and intervening to specific theoretical frameworks according to some critical characteristics of the mobile setting (security, personalization, etc.), a new hierarchical and multidimensional model is proposed. This model is validated using confirmatory principal component analysis of the data collected through an empirical research conducted among m-service users. The eleven components, which were extracted, are consistent with the dimensions suggested in our model.